An increasing number of senior citizens are making use of smartphones when communicating with contact centers. Adopting a visual IVR is the ideal way to make their lives easier and reduce your own costs at the same time.
In a world where your competition is only one click away, customer loyalty is crucial for staying relevant in any industry and profitable. Did you know that it costs today about 6 to 7 times more to acquire a new customer than keep an old one, while just a 5% increase in retention increases profits by up to 95%?
Contact center Nirvana could be described as knowing anything and everything about the customer, in order to serve them effectively and efficiently. A pity achieving this is so hard.
Every company loves positive feedback, but the truth is it’s the negative feedback that really drives the company’s long-term success. How so? Just like any real and important relationship, only when customers complain, do companies truly discover, and hopefully solve, customer problems as they arise.
When most people think about customer service, it usually means that someone had a problem, contacted your support team, and then you acted to resolve the issue. While this approach is still the most common, the truth is this reactive listening is overrated.
Once upon a time, price and quality were the essence of buying decisions, but today more and more people are choosing brands based on whether the overall customer experience meets their expectations, and the failure to do is leading customers to look for brands that will. As the Millennial generation has become the largest worldwide, it's now crucial that a brand’s customer service capabilities are ready to meet the needs of these customers and to provide the experience they expect.