The popular marketing technology is aiding in routing, fraud detection, and issue resolution
When customers provide data directly to companies, consent takes on a new meaning for marketers
Businesses ask happy customers to share their feelings on social media
Automation is taking away the need for agents to get involved in many interactions
Customer churn cannot be ignored, but too many sales reps think customer success is not part of their job description. Sales reps need to care about losing customers, and luckily, emerging technology like AI can help.
By providing value-added, technology-driven service offerings, companies are finding they can create additional avenues for consistent revenue and account growth, all while delivering superior experiences for their customers and generating higher levels of loyalty.
COVID-19 has altered the working landscape and led to important questions for the industry: Will remote working be better or worse for agent productivity and morale? Will it drive revenue, or will it mean a depleted workforce? We address these issues and more.
If you want to reap visible results in the form of customer retention, loyalty, and, ultimately, sales, customer experience has to be replaced with customer care as its proactive, more human-like version.
Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.
Disharmony can impact customers, employees, and the bottom line
As voice technologies become ubiquitous, customer interactions will never be the same
Now is the time to harness all the tools of customer engagement