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best practices to improve customer service

Digital Strategy: 5 Best Practices to Improve Customer Service

Today’s digital landscape has ushered in a new age in customer service. As companies use digital interfaces to engage with customers and build relationships, customer interactions are spanning across an ever-expanding array of touch points, with customers often using various channels in the quest to get the service that they need when they need it.

jacada visual ivr is the vendor agnostic instant app equivalent Android Instant apps are all the buzz in the tech industry news, lately. The promise is very appealing. Who actually enjoys being forced to visit the Play Store and install an app before getting to the content they are after? Android users will soon have instant access to the entirety of a mobile applications content, without the annoying blockades and buzzkill of having to download the full application. Or at least that’s what they’ve been promised.

the state of virtual agents

There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology.

This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation.

go digital by designIt’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings. What’s more, the strategic direction and on-going support is ideally driven by the Executive team.

go digital by designThose very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly?

go digital by designDeveloped and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS1) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques. But that said, it begs the question: Is NPS still the most effective tool to measure true customer satisfaction and loyalty, accurately and reliably?

go digital by designThe proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you.

go digital by designAccording to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. What’s more, according to the research, four out of five participating organizations clearly recognize Customer Experience as being their number one competitive differentiator.