Why Phone and Live Chat Channels are Siblings
In the race for Digital Customer Service, many organizations have added new channels in the last few years. Some had set clear goals, others instead had ‘hoped’ that their assumptions came true. Unfortunately, most of the time they just didn’t. Today, after the pandemic rush towards digital channels, it’s time for many companies to sit…
3 Digital Support Sore Points To Get Rid Of
‘We’ve realized that we need to be more focussed on our customers’ needs.’ When I hear such an expression from some managers, I have to admit that I have mixed emotions. On one hand, I appreciate humbleness. On the other, I ask myself where did they live for the last 5 years? That’s why it’s…
eCommerce CRO: 10 Tips on Improving Your Conversion Rates
You have invested in your eCommerce website. Your awesome team was involved. You have started from scratch (or upgraded your blog to include an eCommerce element), built, and (finally!) marketed it. Time to sit back, relax, and wait for the sales. Right? Um, I hate to be the bearer of bad news, but are you…
How To Use AI-based Video Content to Elevate Your Customer’s Viewing Experience
Artificial intelligence (AI) has numerous uses in marketing, allowing businesses to scale their operations, personalize recommendations, and take most of the grunt work out of SEO and content optimization. But one area that not many people think of is using AI to build a stellar video marketing campaign. Video is one of the most popular…
12 Brand Mention, Twitter Strategy and GIF Making Tools
The following is made up of 3 “Business Tips” articles, each of which talks about 4 helpful tools and resources around a specific area of your business. Today, the subjects are: Brand Mention Monitoring Twitter Strategy GIF Making and Sharing Find Brand Mentions With These 4 Social Monitoring Tools 1) Get Ahead of the Competition…
What You Need To Do To Bridge The Digital Customer Service Gap
Yesterday evening I watched an old movie based on the strong bond between a teacher and his students. Their solid relationship was put in jeopardy due to a sudden change, a new teaching method. In fact, it had originated a dangerous tension between them. I won’t spoil the end of the story but I can…
5 Questions That Will Improve Your Customer Service
Nowadays, we’re all in the business of conversations. In fact, owning the best products or services is not enough to win customers if they don’t perceive value. Furthermore, as the volume of online conversations has boomed and is bound to keep growing, that’s the new battleground where you may win, maintain, or lose customers. Are…
3 Ways You Can Utilize AI To Scale Customer Acquisition And Retention
There are only so many insights businesses can gather by mining their sales data. In the best-case scenario, marketing-wise, data mining tools make it easier to understand which products and services customer groups want to purchase the most. But all of the data mining tools in the world put together are still too clunky and…
How To Make Best Use of Online Customer Reviews
So your customer decided to write an online review describing their experience and judging your organization. How many stars did you receive? Just one (very poor cx), three (decent), or an enthusiastic five-star review? What did the customer write in the comment section to add important details and motivation to their experience? Now take a…
The Best Way to Start Your Live Chat Conversation
I often get asked ‘what’s the most challenging digital channel to deliver superior support?’ Since this question is directly linked to handling conversations, we need to look at each channel’s specific features (social media, live chat, messaging apps). My answer is definitely ‘live chat‘ because it presents many hidden hurdles. The first challenge is the…
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