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Blog

Sep 09, 2017

Beyond the Buzzword: Opti-Channel Engagement

Unlike an omni-channel experience, where customers choose their own preferred channel, with an opti-channel engagement strategy, you determine the optimal channel for each customer at each touch point, using a combination of journey mapping and big data. Although "opti-channel" sounds like it's just the new industry buzzword, if you keep reading, you'll discover that it's much more—it's actually the next big CX differentiator.
Aug 03, 2017

13 Surprising Examples of Facebook Messenger Chatbots

When Facebook first opened up Messenger to brands, it was seen as just another way to address customer complaints. But with the introduction of chatbots last year, and regular new features since then, the company is clearly positioning the app as a tool to enhance engagement throughout the customer journey, from brand awareness, to conversational commerce, to tech support—and every step in between.
Jun 27, 2017

How to Break Free from Call Center Scripts

Many organizations began turning to a call center script to ensure customer service agents could maintain compliance and provide consistent information with very basic training. But today's consumers want authenticity, not contrived, scripted experiences. And every experience counts -- with social media, online reviews, and word-of-mouth, stories about your company (both good and bad) spread faster than ever.
Jun 05, 2017

Personalized Customer Experience: How to Rise to the Challenge

As consumers, we share a lot of data with brands -- personal information, purchase history, preferences, and so on. Because of this, consumers rightfully expect companies to leverage that data to personalize experiences. In fact, personalization has been shown to increase online sales and website performance by 19% over a 12-month period.
Jun 01, 2017

Proactive Customer Communication in 5 Simple Steps

The concept of anticipatory service has been around for decades (Ritz-Carlton has built a brand around it), but while today’s customers are still delighted by that level of attention, what they really want is for you to make their lives easier. And that takes proactive communication. Follow these five simple steps to get started.
Jan 04, 2017

De-Stress Your Agents: 3 Automation Tips

Your agents are one of the most powerful tools in your customer engagement strategy as they work with customers to ensure they are both engaged and happy. In order for them to be successful at this task, you need to remember a critical factor: keeping them engaged and happy as well.
Dec 25, 2016

The Customer Experience in 2017: 6 Trends You Can't Afford to Ignore

It’s almost New Year’s, and we couldn’t ring it in without sharing our predictions for the new customer experience trends coming our way in 2017! Not surprisingly, they’re technology heavy yet customer-centric, just as this year’s best practices have been. The customer is king, and meeting their high expectations can’t be done without some pretty advanced technology.
Dec 12, 2016

What is Excellent Customer Service Really All About?

Excellent customer service must first satisfy a consumer’s needs with a resolution of their problem, then meet their expectations for speed, efficiency, and courtesy, and finally “delight” them by creating an emotional connection with the brand. To provide this high level of service, companies need to use smart technology to offer personalized, omni-channel experiences.
Nov 20, 2016

What Is Customer Knowledge Management?

Customer knowledge management refers to the tools and processes that a company uses to capture, store, organize, access, and analyze data about its customers, for the purposes of enhancing its sales, retention, and engagement efforts. If you follow best practices, the result will be a unified, 360-degree view of the customer.
Nov 14, 2016

What Is Consumer Engagement?

It’s not enough to just talk about your brand and hope it gets noticed—statistically, it won’t—you have to talk TO someone. You have to do more than get and keep their attention; you must also convince them to take an action in response. In other words, if you’re not engaging consumers, you have very little hope of turning them into loyal customers.