Guided CX Insights

Do you ever feel uncomfortable when approached by a salesperson? For me, it typically happens immediately after I walk into a store. It’s a well-established customer service best practice, but these types of sales-oriented interactions (informed by the underlying assumption of a uniform persona that only really wants my money) just seem artificial. Personally, nothing turns me away from people more.

A recent study by the Aberdeen Group found that 81 percent of all companies that use visual engagement integrate with a customer relationship management (CRM) solution like Salesforce or Microsoft Dynamics. A technology with such a large adoption rate is nothing to sneeze at. If you want to get in the game and improve your customer service, no doubt you need a CRM as a core technology for your customer experience strategy.

Cobrowsing is an exciting technology that empowers customer service organizations provide crucial customer support in real time. Agents who cobrowse are able to overcome many of the difficulties service call center support staff experience usually when trying to help clients. Cobrowsing allows customers and service support agents to see and share exactly the same information on their browsers and, through this process, to quickly and efficiently resolve issues. Once customer issues have been resolved satisfactorily, there is even an opportunity to offer additional products and services, thereby improving the bottom line. Here are six ways cobrowsing transforms customer service and the customer experience.

When companies want to improve all around customer satisfaction and maintain business in the long run, there are several things they can do. Check out these five top blog posts of 2015 to learn more about increasing customer satisfaction in a business.

The Internet has changed the face of customer service. Our conversations have evolved from in-person conversations to telephone communications, live chats, co-browsing, email, and video call. Because of this, businesses have to keep up with fast-paced technological advancements to ensure customer satisfaction with a product or a service.

In today’s uber-connected society, with an incredibly fragmented attention span, engaging all of the senses is critical to seize sales for brands. Customer service is usually at the crux of closing the online sale, yet is often delivered to customers in a stale, one-dimensional way – either on the phone, or through an online chat. Neither method is very engaging and can often lead to more misunderstandings and frustration on both ends.

You may be wondering why video is becoming such a popular customer service option.

Customer experience is the key to winning customers’ hearts. The quality of the product, the fun website, the friendly customer service – all of these pieces come together to create an experience that will grow loyalty and bring back repeat buyers.

The fall and winter holidays mean both more business and more customer service requests. This is a great time of the year to strengthen your retail business’ reputation as a leader and cement customer loyalty.