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It’s no secret that today’s consumer is finicky- they have high expectations and low patience for anything that isn’t top of the line. This means in order for businesses to be successful in today’s market, they need to provide a quality product, and customer experience to match. While a majority of enterprises believe that cost trumps all, they are sadly mistaken. The truth is, most consumers are okay with spending a little more money on something...

The modern association with online customer service often revolves around an experience with live chat. While it’s certainly not the only channel that customers make use of, as email and social media are still popular options for customers looking for a response, live chat is the ideal option for getting an immediate response. Live Chat and Why People Like it Though a potential staffing challenge for businesses, live chat is incredibly convenient for customers. It provides a person...

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...

In the last few years, companies have interacted with their customers in increasingly innovative ways. High-context engagement, for one, has exploded in popularity. According to Forrester, only 32 percent of customers trust ads in any channel, meaning that products and personalized customer experience are what makes businesses stand out. One rising trend tied to high-context engagement is CoBrowsing. CoBrowsing is growing to be a highly sought-after, effective tool for context-based online engagement, especially via mobile devices...

According to the most recent Accenture Global Consumer Pulse Survey measuring the experience of 24,489 customers in 33 countries across 11 industries, “52% of consumers have switched service providers over the past year due to poor customer service”. In the United States alone, Accenture claims that the estimated cost to companies for customers making this switch is $1.6 trillion in lost revenue. But, what do these customers mean when they cite poor customer service as the reason...

One of the great benefits of doing business in person is the ability to have a face-to-face interaction. Being able to put a face to a name and shake a hand goes a long way in influencing a purchasing decision. As business increasingly shifts online, how can prospects receive the same level of interaction from the companies they’re engaging with and buying from? At FinovateFall 2016, we provided a glimpse into some of the great ways...