With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More
With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More
ICMI Expo 2019 took place from the 13th-16th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo + Read More
Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient, and fits your need for instant communication when you can’t (or + Read More
You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved + Read More
With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t + Read More
Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge + Read More
According to Customer Contact Week Digital’s latest Disruptive Technology Review, 96% of organizations agree that creating smooth omnichannel experiences is a priority, but + Read More
We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More
Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the + Read More
The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage + Read More
Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer + Read More
Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than five years, + Read More
Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining + Read More
Agent: “How can I help?” You: “Well, it’s a long story…” Have you ever uttered these words when you’ve got in touch, yet again, to + Read More
Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden + Read More
Getting work done isn’t as simple as you think. The average worker spends 28% of their work week on admin tasks alone, such as replying + Read More
With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular + Read More
Customer experience (CX) is centered on the needs and perceptions of the customer, not the business. This includes understanding customer needs at every + Read More
Convenience continues to be the consumers’ main motivation for online shopping. At a time when all it takes are a few clicks to + Read More
