Messaging is the next disruptive technology for the contact center. Consumers are demanding the ability to communicate via messaging with brands and businesses. As noted in Part 1, the interest, preference, usage, and demand for consumer-to-business messaging is evident, with the majority of U.S. consumers preferring texting over the current methods of reaching customer support (eWeek).
So much time and effort is spent on customer acquisition. Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention programs. And that’s a big mistake. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) [...]
People love their phones. The average American will spend nearly a month and a half (44 days) on their phones in 2022, according to a survey from Reviews.org. And they check their phones a staggering 344 times per day—up 31% from 2021. But making a phone call? That they don’t love. So if people aren’t making calls, what are [...]
No, the call center isn’t dead. In the last few years, digital channels have seen tremendous growth. People can go online to find answers, send a text, chat with a bot, or even reach out on social media. But while the industry’s focus has shifted to text-based communications, call centers aren’t going anywhere. Last year, Salesforce reported [...]
You already know that e-commerce is booming. But what about social commerce? For years, businesses have primarily used social media for marketing. Now, selling through social media is not just possible—it’s prospering. Even if you haven’t heard of it before, your company is likely already engaging in social commerce. It falls under the e-commerce umbrella, but it [...]
There are a lot of moving parts to your e-commerce strategy. Is web chat software one of them? When customers visit your company’s e-commerce website, what happens? Your company has likely spent many hours thinking about the customer experience. No matter how good your UX designers and copywriters are, your site doesn’t replicate the one-to-one service you [...]
Emails get buried, hidden in other tabs, lost in spam folders. Facebook can go unchecked. Voicemails ignored. But there’s one channel your customers are sure to notice: Their text messages. While many businesses rely on email to communicate with their customers, business text messaging is growing in popularity. According to Zendesk’s 2021 CX Trends report, the number [...]
For many years, it seemed like “chatbot” was a bad word. People likened them to automated voice attendants. Many businesses would put chatbots on their websites without much strategy or thought—using them to effectively act as a search engine. But that mentality has changed. Technology has caught up with the implementation, and using chatbots as part of [...]
There are lots of metrics floating around the customer service industry—it’s hard to keep them straight! But the two we hear most often are CSAT scores and NPS®. You know they’re both important, but what’s the difference? They’re both short, often one-question surveys that use numerical scales. The big difference? CSAT scores (customer satisfaction) measure one specific [...]
Customer service takes more than a team of hardworking agents. It takes a solid technology strategy, too. E-commerce brands, in particular, face chaotic customer service challenges. Between omnichannel support, the demand for 24/7 availability, and higher overall requests, there’s a lot to manage. Unfortunately, it’s getting even more challenging. Many retailers know their customer service needs to [...]
