Tag Archives: customer support

What Is a Conversational Experience?

What Is a Conversational Experience?

At its core, conversational experience is an easy-back-and forth with a customer on a specific channel such as chat or voice. The customer is able to speak or type naturally and ask spontaneous questions — without having to navigate cumbersome IVRs, thank you very much.

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Invest in the Human Side of the Customer Experience Equation

Invest in the Human Side of the Customer Experience Equation

Customer experience (CX) is one of the broadest terms we use to describe a specific category of software today. We’re so far down the technological road that our experience as customers is now perceived as a digital acronym rather than what it was formerly called — customer service.

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Is Messaging the Final Frontier in Customer Service?

Is Messaging the Final Frontier in Customer Service?

Businesses have access to a number of different customer service channels, all of them serving one common purpose: meeting customer needs. In January, I provided a methodical analysis of these different channels, which showed how powerful a medium messaging is.

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Improve Employee Productivity With Internal Analytics

Improve Employee Productivity With Internal Analytics

In the 2018 Big Data Executive Survey by management consultancy NewVantage Partners, 97 percent of the nearly 60 respondents said that their companies are investing in data analytics, big data and artificial intelligence. That’s not surprising. Executives intrinsically understand the power of analytics in attracting customers and growing a business.

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How to Measure Customer Experience Beyond Net Promoter Score

How to Measure Customer Experience Beyond Net Promoter Score

According to a study by consultancy Walker Information, customer experience (CX) will overtake price and product as the key brand differentiator by 2020. In other words, satisfied customers will drive your business. Your task, then, is to improve your customers’ experience.

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