customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Spring cleaning your customer support strategy: how Guided CX streamlines digital interactions
Spring is in the air — and while you might be thinking about clearing out closets or organizing the garage, there’s another area that could use some tidying up: your customer support strategy. Let’s be real: digital customer experiences can get cluttered. Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents. But here’s the good news: with a little spring cleaning and the right approach, you can freshen things up and create smoother, more human support experiences. Enter Guided Customer Experience (Guided CX)—your not-so-secret weapon for streamlining support and delighting customers.
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Customer Service
10 Hard-Hitting Stats on the Importance of the Customer Experience
Incredible customer experiences don’t exactly happen by accident.
Customer Service
Ten Quotes to Inspire You to Amp Up Customer Experience
As Tom Martin, Glance CEO, said in his epic blog post, we are migrating from customer service to customer care.
Customer Service
Customer Care: Get Pissed Off!
Change is hard. This is no less true in customer care than it is in any other aspect of life.
Customer Service
Top three ways companies are changing to meet customers’ requirements
Customers are still human beings. Sometimes, in this day and age of mountains of data, it’s easy for companies to lose track of that seemingly obvious fact.
Customer Service
Are your customer service agents better than my smartphone?
Part of my job is to research customer service, online commerce, and the ongoing technology investment required for retailers to make the jump from offline to online. You see it everywhere from customer service agents to the customers themselves – we’re truly on the verge of amazing change.
Customer Service
When it Comes to Customer Service, the Customer is Not Always Right
Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.