When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? You know the kind: An observant hotel employee rescues a beloved stuffed animal. The considerate customer service agent sends a gift card to apologize for a shipping error. A software company [...]
The hospitality industry is by nature a very personal, very human business. It’s exactly for this reason messaging helps hospitality transform the customer experience by giving service providers a way to connect and engage with guests in a way that is easy, convenient, and preferred.
Studies have shown that companies with an omni-channel program enjoy 24% greater annual returns in company revenue and a 55% decrease in the number of customer complaints. However, it is important to note that less than 1% of all organizations have deployed an omni-channel strategy.
Online retailers are experiencing more natural engagement with customers, reduced service costs, and reductions in workload from messaging. In this post, we'll discuss the five ways messaging impacts online retail customer satisfaction.
Online retailers are experiencing more natural engagement with customers, reduced service costs, and reductions in workload from messaging. In this post, we'll discuss the five ways messaging impacts online retail customer satisfaction.
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).
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 [...]
The last two years have been hard to predict. Actually, it’s been hard to predict what will happen in the next few weeks, let alone for the entire year. While we may be sick of hearing about unprecedented times, we can’t deny that the last two years have turned multiple industries upside down. The pandemic forced many businesses [...]
What’s it going to take to outpace your competition in 2022? We’re heading into the new year, and it seems like there’s a lot stacked against us. But even as talent shortages loom large and supply chain issues continue to slow down sales across industries, it’s your customer service that will help you outpace your competition and [...]
Knee-jerk reactions happen. It gets busy. You see your agents struggling. And when your agents are overwhelmed, it’s natural to want to go back to what you know. So you turn all your agents to the phone while turning messaging off. But this can make things ten times worse. Instead of controlling the funnel of customer requests, [...]
