Businesses around the world are hoping that 2021 brings with itself much-needed stability and normalcy back into our lives. But one thing is clear: customer behavior has changed based on how brands pivoted and delivered through the pandemic. Many reports from leading research institutes have emphasized the role of customer…
Customer success is one of the biggest buzzwords right now. As per Business Insider, customer success specialists have seen 34% annual growth in demand in the past five years. But, alas, not all companies have adopted it yet. Even worse, 36% of companies are unaware of the difference between customer…
You’re probably sick of some words like ‘disruption,’ ‘uncertain times,’ ‘volatile markets,’ etc. I know I am. But they will continue to float around, at least for a few more months. Undoubtedly, this is the hardest time to grow (or sustain) a business, but if you are smart about certain…
Online communities are a big part of your customer’s experience. From enabling self-service to driving brand loyalty and engagement, they play a key in improving metrics like CSAT, customer retention rate, NPS, and whatnot. Both Forrester and Gartner agree that the future looks bright for self-service portals. Customers are accustomed…
As a customer, we’re past waiting on the phone to get support, aren’t we? Perhaps this is why a lot of people are turning to self-service channels to look for answers. Consequently, the traffic on the digital ‘non-voice’ channels increases significantly. Businesses understand the part self-service plays in their customer…
Companies across the globe are under immense pressure as they continue to tread along the tricky waters of a once-in-a-lifetime occurring pandemic. Changed customer attitudes and behaviors alongside new workforce challenges and priorities have essentially transformed the way things are done, pushing organizations into a new era. One with a…
Artificial intelligence is transforming different business verticals in real-time. From Netflix, acting as a movie matchmaker with its personalized recommendations, Amazon suggesting new purchases using customer search history & transactions, to American Express predicting and preventing fraudulent transactions, businesses have struck gold with AI, more accurately with predictive AI. Predictive…
91% of organizations identify web self-service as a relevant investment focus for its ability to help reduce contact center costs, relieve pressure on customer support agents, and drive customer journey KPIs. However, only 9% of customers are able to optimize those channels and self-serve successfully. Have you ever received a…
Delivering exemplary customer service is non-negotiable for businesses to remain profitable in the long run. One wrong move and all your efforts go down the drain. In fact, 33 percent of Americans say they’ll consider switching companies after just a single instance of poor service. We cannot emphasize enough the…
This year made sure that digital transformation didn’t remain a ‘bandwagon’ to jump on but the default option of companies. Many brands have pivoted themselves to meet short-term survival goals. But to be part of the long game means building resilient customer service that keeps experience–customer and employee–at the core.…
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