How Will You Improve Customer Experience?
It is becoming ever more important that you constantly improve customer experience to stay competitive. After such a bold statement, I invite you to read the rest of this article. If you disagree, stop reading now because I won’t do anything to convince you. The fact is that I’ve been listening to many companies saying…
When Digital Channels Make Your Customers Happy
‘This digital channel doesn’t work for us!’ So said a manager to me once. I remember that he was so reluctant to integrate live chat as a new digital customer service channel that he literally boycotted it. In fact, he ran a ‘pivotal test’ of…just 7 days to end up with the above conclusion. Three…
Why Your Customer Support Needs To Be More Proactive
Like it or not, we live in a world where speed matters. As customer support conversations flow more and more over digital channels, it’s no wonder that saving or wasting time makes a huge difference. That’s why smart organizations have realized that being proactive is key to delivering excellent customer experiences consistently. So how can…
12 Paid Advertising, Business Conversions, and LinkedIn Marketing 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: Paid Advertising Business Conversions LinkedIn Marketing 4 Paid Advertising Tools That Can Increase Your Sales 1) Leverage Commerce Media – Criteo Use technology to…
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…
Build Your Digital Customer Service Ecosystem
As human beings, whatever pains us quickly become our priorities. This is true in every facet of our life. When it comes to managing online conversations with customers, many priorities rise up, often at the same time. If you just focus on them though, you’re bound to lose sight of the big picture. To prevent…
AI Chatbots: What Can They Do For Each Business Function?
In 1964, MIT professor Joseph Weizenbaum developed what we could call the first prototype of a working chatbot. It was called ELIZA. ELIZA was a test case of the Turing test — a method of inquiry in Artificial Intelligence for determining whether or not a computer is capable of thinking like a human being. Almost…
12 Social Media Networking, LinkedIn for Business, and eCommerce Sales 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: Social Media Networking LinkedIn for Business eCommerce Sales Improve Your Networking on Social Media with These 4 Tools 1) Get Focused on the Right…
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…
How To Use Customer Service To Retain Customers And Boost Your Sales
According to HubSpot Research, 93% of customers are likely to make repeat purchases with companies offering excellent customer service. Additionally, happy customers are likely to share their positive experiences and refer about 11 people, acting as the perfect mouthpieces for your brand. On the other hand, poor customer service can cost you heavily. American companies…
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