Guided CX Insights

A company’s brand is a promise. Behind that promise are the people who are working to deliver on it every day through personal relationships with customers.

As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you are a customer service oriented organization. After all, 58% of online customers will spend more on companies that provide excellent customer service.

This guest post was written by David Lowy, Vice President Product Management at Moxie, which provides solutions for companies to anticipate intent, connect in real-time and engage with customers to increase total customer value.

The phone still rules when it comes to complex customer service questions and problems. In fact, 46% of customers prefer to get support on complicated issues via phone.

This guest post was written by Rina Henderson, a seasoned UX Designer and Developer at CodeScience.

This guest post is written by Al Hopper – marketing, customer service, and social media expert, named as one of the Top 100 Most Social Customer Service Pros on Twitter in 2013 in the Huffington Post and a Top 50 Contact Center Thought Leader in 2014 by ICMI.

When the sun is shining, it’s hard to stay upset. Except if a new purchase isn’t working the way it’s supposed to. Or if software is experiencing a glitch. Or if customers don’t understand how to use the new solution they spent all that money on. Or if your customers have billing questions. That’s when you need to up your customer service game.

This guest post was written by Elise Keith, co-founder of Lucid Meetings, a complete online system for running business meetings with your team and clients.

There’s no denying that customer service can play a huge role in differentiating online businesses. Even with all the self-service options available, Forrester has discovered that 45% of buyers require person-to-person contact.