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SaleMove Blog

  Building out a Customer Service organization in today's business environment isn't easy. Customer demands are always changing and expectations are at an all-time high. In this episode of Movers & Shakers, we speak with Seth Hall, the Senior Vice President of Customer Service at Philadelphia Insurance Companies. Seth is responsible for transforming his company's customer service organization. But instead of just creating the organization in the vision of the outdated service organizations that are common in...

A few weeks ago while trying to make a change to my mobile plan, I had a customer experience that was poor at best and in this day and age, completely unnecessary. I was in my account on my mobile carrier’s website trying to figure out how to add a temporary international data option. You’d figure that option would exist somewhere, right? But, after jumping from link to link, I couldn’t find anything close to what I...

Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of contact centers has been drastically evolving in order to meet customer expectations. When thinking about “call centers”, most people imagine a roomful of robotic customer service agents answering customer support phone calls. But this isn’t necessarily the case as the new meaning of this term now reflects a much wider function. In order to...

For some reason, Finovate seems to bring out the best of us and the recent FinovateSpring 2017 in San Jose, California was no different. We’re happy to announce we were once again selected as a Best of Show winner. Dan Michaeli, CEO of SaleMove, took to the stage and provided a compelling demo of two of our newest releases - OmniCore 2.0 and our recently released OmniBrowse solutions. The audience found the newest version of OmniCore, our full...

Picture this: a contact center VP always has her ears pinned to the ground; she’s up on the latest trends in customer journeys and experiences. She’s aware that CoBrowsing is becoming a popular solution for just-in-time customer support. The challenge she now faces is how to choose a CoBrowsing framework that will fit her company in terms of both needs and message. After a company has realized the power of CoBrowsing technology, the next step is to...

When clients entrust their financial advisors and wealth managers with their assets, they develop a relationship that goes far beyond a simple financial transaction - the currency is their family’s well-being and peace of mind. This type of relationship between a financial advisor and their client has always been a high-touch one, with in-person meetings and phone conversations at the center of each touchpoint. However, with the sheer amount of growth that communications technology has seen...

It's been roughly four months since we launched our hypothetical CX Fund, a portfolio of stocks from 10 companies we felt were delivering a best-in-class customer experience. Our thesis was that in today's market where customers often value experience over price, companies that offered a great customer experience should hold an advantage over those that did not and, thus, have better business results. As we discussed in our previous post on the fund, narrowing our portfolio down...

  While every industry faces customer experience challenges, not many face the unique obstacles found in Financial Services. In our latest episode of Movers & Shakers, Teron Douglas of Bank of America sits down to discuss how innovation and a new way of thinking have led to interesting breakthroughs in delivering a better customer experience. Traditionally, Financial Services is an industry mired in heavy regulation and antiquated thinking. But, recent developments in the space and disruption by smaller, more...

What’s the best customer service story you know? Every company seems to have that one story where their customer service department went above and beyond to create a legendary customer experience. These experiences often lead to glowing letters of appreciation from the customer which are framed and hung on the wall in the breakroom. The story gets told at every annual meeting and is written about in the training manual. A Google search for “outstanding customer service...

  When it comes to the insurance industry, the most important values that should be nurtured between the agency and customer are trust and loyalty. But what if you have a hard time building trust and loyalty? According to a 2015 report by Accenture, this may very well be the case in the insurance industry - where churn totals as much as $470 billion (in Life and Property & Casualty premiums) globally as a direct result of...