In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy. According to Chris Ward… Read More »3 Tips to Improve Internal Customer Service Through Technology
The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of… Read More »What Is a Unified Customer Experience and How Can It Benefit the Bottom Line?
Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies… Read More »4 Tips to Improve CX with Conversational Customer Service
Let’s say you are a teenager and want to borrow your aunt’s car. Do you ask her right after she just hung up from an… Read More »Context in Customer Service: Why Is It Important in Customer Experience
The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms… Read More »4 Ways to Provide Personalized Customer Service
Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice… Read More »3 Benefits of Knowledge Management for Customer Service
The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What… Read More »Customer Perception: What It Is and How To Measure It
It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When… Read More »What is Customer Effort Score (CES) and How to Measure It?
For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole… Read More »What is Customer Journey and Why Is It Important?
In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands,… Read More »The Importance of Customer Self Service Portal
The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide.… Read More »What Is Frictionless Customer Experience and Why Is It Important for Your Business?
As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies.… Read More »5 Case Studies to Improve Your Customer Service