Top

There are numerous digital communication solutions available to both customers and companies. These solutions provide contact channels that can be accessed quickly, easily, and conveniently. However, when it comes to online customer service, companies are finding that along with all of that convenience, they are also facing new headaches and challenges. In fact, sometimes online customer service can be more complicated than offline customer service. What are those challenges and how can they be handled? Lengthy Resolution Times According...

Companies are starting to realize that just focusing on good customer service is quickly becoming a thing of the past.  Companies that want to compete in today’s marketplace must focus on the overall customer experience (CX). This is likely due to the rise of digital and mobile platforms; customers have more touch points along their journey than they ever have before. Even companies who understand the importance of an excellent customer experience weren’t exactly sure if they...

Technology has made customer support faster and easier. Rather than weaving through an IVR or holding on the phone to receive support, today, consumers usually have the option to request support through the company’s website or other digital channels, like social media pages. While customers can still request support over the phone, more and more customers are turning to digital channels, live chat, as their preferred method. As live chat becomes common, companies and customers are taking...

Lately it seems like everyone is talking about AI (Artificial Intelligence) and its impact on customer interactions. In the world of digitally based enterprises, companies are exploring every way that AI can assist in providing a better customer experience. This has led to a burgeoning interest across many industries in what is called Conversational AI. What is Conversational AI? At SaleMove, we define Conversational AI as the use of artificial intelligence in real-time customer communications. Most commonly, Conversational...

The telephone’s place in today’s customer journey Like it or not, the traditional phone call is still the primary method for many customers to engage with companies for support. However, the phone’s place in the customer journey has changed quite a bit. In the past, the origin of a customer phone call was pretty straightforward. Customers would look up a number in the big yellow phone book and dial. With regard to customer-to-company communication, the phone was...

To use a bot in your business or not, that is the question. Recently, businesses have been working on improving their artificial intelligence engines, which have drastically simplified and improved the day-to-day operations of customer service agents.  This idea of being replaceable by machines was recently (and expertly) addressed in an iconic Pixar-like ad for University of Phoenix. Although some people have been reluctant to get onboard with artificial intelligence (AI) (and the bots fueled by it),...

CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that CoBrowsing and Screen Sharing are one and the same when in reality, they’re not. So what is the difference between the two models and how does adapting a CoBrowsing solution improve the overall customer experience? To answer this question, we need to identify and define the two concepts individually: Screen Sharing Anyone who has worked...

For businesses that refuse to focus on customer experience as a differentiator, customer loyalty is at an all-time low. Any enterprise that does not understand the importance of a quality customer experience will probably have a very small pool of loyal customers. Customer service is one of the greatest influencers of customer loyalty. According to the International Council of Shopping Centers, 74% of millennials will switch to a different retailer if their current pick demonstrates poor customer...

According to a study by Walker, by the year 2020, price and products will no longer be the key brand differentiator — customer experience (CX) is set to take over. With this in mind, more and more companies are shifting their focus towards improving the customer experience. In fact, a recent report by Forrester stated that “nearly 72% of businesses say improving the customer experience is now their top priority.” But to many, the concept of customer...

Recently, call centers across the globe have been re-imagining their operational focus to become “contact centers”. This is likely due to the fact that with changes in technology, companies are realizing that the customer journey involves much more than just a single sales or customer service interaction on the phone. Especially with the rise of mobile communication, more channels are being used for customer contact. To put this into perspective, customers can now connect on an average...