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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Chatbots: the quest for ROI

4 Jul 2019

3 min

Chatbots: the quest for ROI

Equipped with unique personalities, chatbots use speech and playful content to entice with their conversation and instill a sense of comradery with consumers won over by self-service... at least in theory! Today, the time has come to confront promises with reality.

Give your customers what they want

19 Mar 2019

5 min

Give your customers what they want

Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs.

Becoming Millennial-Friendly, Exceeding The Customer Experience Expectations Across All Generations

12 Mar 2019

10 min

Becoming Millennial-Friendly, Exceeding The Customer Experience Expectations Across All Generations

While, companies differ tremendously in both the diversity of customers served and the number and nature of the offerings to market, those who are succeeding in meeting, or exceeding, Millennial expectations have a channel-less approach to engagement and look to deliver excellent conversations in ways that seamlessly traverse the right channels at the right time.

Happy agent, loyal customer

3 Jan 2019

10 min

Happy agent, loyal customer

If you want customers to love your brand, your employees must love it too.

How to keep your customer service promises

21 Dec 2018

5 min

How to keep your customer service promises

The phone is still the best way to really connect with your customers.

Voice-based chatbots – a revolution in customer relations

14 Dec 2018

4 min

Voice-based chatbots – a revolution in customer relations

While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment.

Interconnectedness – the solution to its own problem

7 Dec 2018

7 min

Interconnectedness – the solution to its own problem

The evolution of technology has made it possible to manage customer interaction on a single, interconnected channel. In an era where communication between organizations and their individual customers is fuelling an increased number of interactions, why not use smart technology to take care of your low-complexity cases?

That’s what gets results

21 Dec 2018

7 min

That’s what gets results

Every organization recognizes the importance of good customer service, but it’s how they approach it that makes the difference between exceeding and merely meeting expectations.

The Community Manager’s place in customer relations 2.0

21 Dec 2018

5 min

The Community Manager’s place in customer relations 2.0

What exactly does the Community Manager do within the organisation? Should this role be integrated into customer services or left autonomous? How can customer services also negotiate this digital bend?

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