Instant messaging: a good opportunity to improve your customer relationship strategy

3 Dec 2019 3 min

To create customer paths that are truly multi-channel, brands must be present on all the channels their customers use on a daily basis. Instant messaging, which is increasingly popular in the private sphere, is among these. In a highly connected world, it allows companies, that adopt it as a complementary channel, to enhance both customer and agent experience.

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Instant messaging: a good opportunity to improve your customer relationship strategy

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Symmetry of attention: How should you design your agent console?

29 Nov 2019

5 min

Symmetry of attention: How should you design your agent console?

To maximise client satisfaction, your agent’s primary work tool should be designed in line with the principle of symmetry of attention. The right UX design of a contact centre agent console is the result of design reviews that involve business actors and a good design system.

Symmetry of attention: Why rethink your agent console?

27 Nov 2019

5 min

Symmetry of attention: Why rethink your agent console?

To maximise customer satisfaction, you should start by making sure that your contact centre agents are happy to work there. This principle is called symmetry of attention. It is recommended to apply it to the design of your agent console, the primary work tool of your advisors.

Support, the main differentiator of a good CCaaS solution provider

18 Nov 2019

3 min

Support, the main differentiator of a good CCaaS solution provider

Nowadays, Contact Centre as a Service (CCaaS) providers must offer high-performance solutions in line with their customers' needs, and above all become true partners, endowed with expertise and an associated service offer, capable of supporting their customers throughout their project. To this end, one shouldn’t neglect the qualitative nor the quantitative aspect of support.

The call centre is dead, long live the hub of conversational interactions

25 Oct 2019

5 min

The call centre is dead, long live the hub of conversational interactions

Do you want to start a real conversation between the brand and its customers on the voice channel? To do so, it is recommended to automate customer relations in your contact centre. Using the right technologies to accelerate your automation trajectory makes your brand more available and efficient, resulting in increased customer and agent satisfaction

Which skills do you need to successfully launch your chatbot?

23 Sep 2019

5 min

Which skills do you need to successfully launch your chatbot?

To design a high-performance chatbot that is able to provide the best possible customer experience, the most important thing is to make sure it is well-supported. By mobilising a wide array of skills and professions, you can ensure that your conversational agent is part of a global journey that nurtures its ability to understand natural language (NLU).

Is your customer service really customer-centric?

23 Aug 2019

5 min

Is your customer service really customer-centric?

In the context of omnichannel CX, where consumers expect a seamless contact experience, companies turn to consumer-centric approaches to put clients back at the heart of customer service. To adopt such approaches, it is necessary to improve customer knowledge to automate the resolution of simple queries and offer personalised paths.

Chatbots: one channel among many

25 Jul 2019

5 min

Chatbots: one channel among many

Though the phone channel is still the preferred mode of communication, the chatbot is the future. The conversational agent has become a channel in its own right. To ensure it is integrated in line with your customer relationship strategy, the key is to get the right support.

Contact Centre: overcoming the barriers to cloud adoption

23 Jul 2019

5 min

Contact Centre: overcoming the barriers to cloud adoption

In 2019, the cloud will be a must in all sectors of activity. The evangelisation phase has borne fruit, but a number of obstacles to migration remain. The challenge then becomes to support companies in this major change.

Chatbots: the quest for ROI (Part 2)

11 Jul 2019

5 min

Chatbots: the quest for ROI (Part 2)

Why properly designed chatbots are still a tool of the future to provide the best possible customer experience?

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