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Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have the necessary tools to deliver a positive experience at every customer touchpoint. This is especially true in the contact center - where each customer engagement weighs heavily on their overall experience and satisfaction. So, how do we ensure that support agents have all the tools and context they need to go above...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of industry, customers expect immediate support, accurate answers to their questions, and ultimate convenience. It’s simply not enough to just be better than your competition. Instead, you’re expected to match the experience offered by companies like Amazon or Apple. Providing an experience that meets or exceeds the heightened expectations of the customer is difficult....

Creating the Unbroken Customer Journey As more companies begin focusing less on price and more on customer experience, our mission to create an unbroken, contextual, and more human customer journey becomes critical to the success of the companies who rely on SaleMove to communicate with their customers everyday. Our all-in-one customer engagement solutions enable these companies to have deeper, more meaningful, conversations leading to an increase in sales and a decrease in customer effort. One way we...

As companies focus on moving more of their business online, it is becoming increasingly important to pay closer attention to the customer journey and online sales funnels being created. For the best shot at success, companies must build a seamless cohesive journey that maximizes engagement while minimizing effort. But doing so, traditionally, is far from easy. For the most part, the customer journey is seldom linear and, in many cases, encompasses numerous channels - both offline...

There is certainly no shortage of hype around the topic of artificial intelligence (AI). Every day we find grand proclamations about the arrival of next-level bots, machine learning, and AI - that may or may not kill us. But, like most “next big things”, what you read is not necessarily what you get. In fact, the current state of AI is a far cry from the “end all, be all” we often read about. In a Perfect...

  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...

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...

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...