Guided CX Insights

Financial institutions’ customer service calls can be challenging. People are sensitive about what happens to their money – and with good reason. That’s why financial institutions require an easy way to defuse anger and stress, right from the get-go.

Visual engagement has become established as a major key to customer engagement. Here are five facts every management team should keep in mind.

There’s a lot of talk these days about the power of the bot to transform the way we think about customer service. Bots augment customer service, providing more in-depth “self service” options for online customers.

According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. How can you know the customer experience programs you’ve implemented are making customers happy? Research by Esteban Kolsky at thinkJar shows that only 1 out of 26 unhappy customers complain. The rest churn. In addition, 91% of unhappy customers who are non-complainers simply leave.

Nowadays, satisfying your customers is about providing more than just a great product or service. It’s about providing a great end-to-end customer experience (CX) – including outstanding customer service, courtesy of your website, app, and contact center.

We all know that customer service is challenging to get right. From the customer side of things, we’ve all experienced customer service fails – but what is causing those failures?

Today’s consumers expect businesses to be customer-centric and provide a stellar customer experience across all channels. With that in mind, organizations are increasingly investing in new technology to improve the customer lifecycle.

Customer support metrics are completely useless if you don’t know how to interpret them, or why you have them. Yet in customer service, seconds can mean the difference between crippling churn and high lifetime value.

Visual engagement uses technologies such as cobrowse features, one-way agent video, and screen share to take the next step in online customer interactions. Adding visual tools to your voice or chat conversation brings personalization and understanding to the conversation.