19 Mar 2019
Give your customers what they want
From customer service… In the not-so-distant past, clients didn’t tweet, they didn’t share posts, or send instant messages. Their interaction with your business was minimal, and your knowledge of them was fragmented. The best companies provided excellent customer service and that was enough. It’s not any more. Customer demands have...
12 Mar 2019
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.
3 Jan 2019
Happy agent, loyal customer
If you want customers to love your brand, your employees must love it too.
21 Dec 2018
How to keep your customer service promises
The phone is still the best way to really connect with your customers.
14 Dec 2018
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.
7 Dec 2018
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?
21 Dec 2018
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.
21 Dec 2018
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?