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It’s no secret that due to the increasing number of screens in the average American’s  life, visual engagement is becoming paramount in sales and customer service. Visual engagement involves communicating with customers visually in the form of screen sharing, CoBrowsing, or face-to-face video conferencing. This form of engagement is particularly helpful when a customer needs help troubleshooting a software issue or has a question about a transaction. With visual engagement gaining momentum, how can it become...

On the latest episode of Movers & Shakers, Rob Bailey, COO of Kustomer, discusses customer experience (CX) and everything that goes into making the online customer experience the best it could be. In the episode, Bailey defines the customer experience as ‘everything that touches the customer and is involved in their experience’ - from a retargeted ad to an ongoing relationship. He attributes Kustomer’s success to its strategy; it starts with clearly defining the buyer/user personas,...

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...