Your customers’ expectations around service continue to evolve as different channels of communication become more engrained in their lives. They adopt new technologies, looking for ways to get things done with less effort and a better experience. Resolving their issues quickly keeps your customers...
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There’s a big shift happening in customer service — powered by complex technological advancements in artificial intelligence, speech recognition, emotion detection, IOT, the list goes on. But to sum up this shift is actually quite simple. It’s about moving away from customer service agents saying...
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We’ve all been there. You move to a new home and you’re eager to settle in. You call your communications service providers (CSPs) to schedule cable or Internet installation appointment and WHAM! You’re hit with those dreaded words, “Your technician will arrive sometime between 9:00am and 1:00pm.”...
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More than 80 billion messages are sent every day via SMS, Facebook Messenger, and WhatsApp alone, according to The Verge. Add to that the hundreds of other messaging apps, and the numbers are staggering. And businesses are noticing that customers prefer the ease and immediacy of messaging for...
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In the past couple of decades, companies started to realize that it’s a lot cheaper to keep a client, rather than trying to find a new one. In order to counteract the effects of customer churn, marketing departments have one priority: customer retention.
The best ways to keep the clients close to...
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Customer service is typically thought of as being reactive — the customer picks up the phone, or fills out a form on the website, or sends a tweet, and the support agent reacts to that inquiry. But thriving in the customer service landscape of tomorrow relies on being proactive with customer...
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It could be argued that customer satisfaction, historically, is the domain of customer service teams. But in 2016, marketers said that customer satisfaction was their number one success metric (this from the latest State of Marketing report). Similarly, the second most pressing item on marketers’...
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Sure, we all know that if customer service is good, customers are more likely to come back—a vital ingredient at any small business. Indeed, creating a love affair between company and customers adds a positive word of mouth that’s difficult to quantify, but absolutely priceless.
Yet customer...
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Even if Valentine’s Day isn’t your favorite holiday, it can still serve as a reminder to show B2B customers some appreciation. But what exactly do your customers want? Don’t worry — it’s not chocolate and flowers.
In a recent study, Salesforce Research asked more than 2,300 business buyers about...
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