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Jacada Blog

how to achieve the single view of the customer

There are a number of steps that can be taken by organizations seeking to obtain a holistic view of their customers. It may prove to be a long process, but it will be worth it in the end.

the struggle to achieve a single view of the customer

Why is achieving a single view of the customer so difficult?

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.

The Gift of Negative Customer Feedback

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.

the benefits of proactive customer service

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.

mapping the customer service journey

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.

social media and customer service

Once upon a time, price and quality were the essence of brand loyalty, but today the customer experience is playing a much larger role more in the brands people choose. As the Millennial generation has become the largest worldwide, the standards are higher than ever to provide a customer experience that will meet the expectations of this generation, and the failure to do so is leading many customers to look for brands that will.

personalizing customer interactions builds loyalty

If you are able to treat customers as individuals by personalizing their experiences, they will reward your dedication with loyalty of their own.

leveraging technology to personalize the customer experience

Treating customers as individuals is not as hard as it may seem, provided you implement the right technologies into your center to enable such personalization.

chatbots are the future of customer service

5 Proof Points

Today, artificial intelligence is one of the fastest growing technologies within IT operations. Already in 2014, the global artificial intelligence market was valued at about $126 Billion, and that number is expected to reach around $3 Trillion by 2024, which means it is growing at a rate of about 36% a year, according to a report from Transparency Market Research.

latest trends in customer service technology

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage. That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve customer service in 2017 and beyond: