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Customers are constantly setting and adjusting their standards for customer service based on  what they see other businesses doing. Among these standards is the quality of the customer experience they’re providing.  In theory, this  sounds simple, but customer expectations can be quite challenging to meet, and even tougher to exceed. According to a recent Walker study, by the year 2020, customer experience will be overtaking price and product as the key brand differentiator. Customer satisfaction (or...

With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in the world when it comes to prospect acquisition and retention. What is it that sets engaged customers apart from those that aren’t emotionally involved or committed? Successful companies will tell you that engagement comes from shifting focus from “Customer Service” to “Customer Support”. What is Customer Support? A buzz-acronym that has gained a lot of...

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....

There’s no denying that the use of artificial intelligence (or AI) is quickly growing as a useful application for customer service in the business world. In fact, Forrester reported that artificial intelligence will replace 16% of American jobs by the end of the decade (though we’d beg to differ). On the bright side, for those worrying about job security, Narrative Science stated that 80% of executives believe that artificial intelligence will improve employee performance and create...

Not too long ago, Dan Regenold, CEO of Frame USA, decided to spend a workday with one of his customer service representatives. Dan’s agents have a healthy daily task list. They answer and respond to live chats. They fill orders. They handle shipping and facilitate the billing process. At the end of the day that Dan spent with his agent, he had found that “the job of a customer service rep requires a patient, self-motivated, hardworking individual....

Today’s customer expects to have a broad selection of channels where they can  communicate with companies. However, when an issue cannot be resolved using one of these channels, such as live chat or voice calls, the customer finds they need to, oftentimes, switch to a different one. This can lead to customer frustration, damaged customer loyalty, and in some cases, complete abandonment. Channel Switching: What is it and Why does it Happen? Channel switching occurs when a customer...

  On the latest episode of Movers & Shakers, our cofounder and CEO, Dan Michaeli, sits down with Scott Dille, the Director of Client and Partner Experience at Northern Trust, to discuss how design thinking helped reshape the bank’s customer experience. When asked to define customer experience, Scott said it could be “summed up as simply being mindful of all touch points during the customer journey”. This describes all the ways clients interact with a company, both...

Recent advances in Artificial Intelligence (AI) have been changing and shaping businesses, most notably in their ability to bring customer experience (CX) to the next level. Although AI has become a staple amongst businesses of all sizes, full automation still seems out of reach. When it comes to AI-assisted customer service, the goal is to make the customer journey as seamless as possible; the customer should always feel like they’re speaking to a customer service agent....

Most companies are aware that CoBrowsing can decrease costs and increase customer satisfaction. However, after speaking with a top insurance company, I recently discovered another huge benefit of CoBrowsing - cutting down on the cost of regulation. This insurance company informed me that it took a significant amount of time  to purchase a policy via the phone rather than online. Upon further research, we found that phone agents had to abide by regulation standards that required...