Articles
Tag: customer support (page 2)
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The New Wave of Web Chat: Here’s What Has Changed
The rigmarole and uncertainty surrounding live chat are among the top reasons why many people revert to phone calls.
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Elevate the Customer Experience Through Timing and Context
Every customer hits a roadblock at some point, forcing them to make a quick decision. It’s how businesses react that separates the winners and losers.
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SurveyMonkey: When Support Overcomes Poor Design Decisions
A characteristic of successful companies today is they embrace technology AND human potential, combine emotional intelligence with data.
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How to Handle Customer Experience During a Merger or Acquisition
How to maintain, or, better yet, improve CX through the acquisition process and when the organizations are merged.
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Customer Experience Fundamentals: When Customer Support Goes Horribly Wrong
You have to work pretty hard to turn a brand advocate into a brand detractor, but that's what happened here.
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What Is a Conversational Experience?
Supported by the most advanced technology on the back end, a conversational experience is an easy and conversant exchange between customer and company.
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Invest in the Human Side of the Customer Experience Equation
Technology is definitely a big part of customer experience, but it's only one third of the equation.
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Is Messaging the Final Frontier in Customer Service?
The key differentiator of messaging — its asynchronous, turn-based nature — makes it an ideal channel for customer service and broader customer engagement.
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Technical Content Plays an Outsized Role in the Customer Journey
Technical documentation plays a larger role in the customer journey — pre and post purchase — than most businesses currently account for.
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Improve Employee Productivity With Internal Analytics
Customer-facing platforms use analytics all the time to improve customer experiences. Why not do the same with your internal systems?
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Support and Service Is the Digital Brand
Customer service is consistently the least valued area of a business. Why? Because businesses still do not value their customers.
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Deliver What Millennial Customers Really Want: Convenience
Millennials are looking for convenience, and rigid product and service verticals are failing to provide them with that.
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Is There a Chatbot in Your Company’s Future?
If a chatbot is able to provide truly useful information, people are increasingly willing to interact with them.
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How Good Customer Experience Can Turn Bad, in the Swipe of a Credit Card
A customer experience can quickly turn sour without the right support for both employee and customer.
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