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Customer ExperienceHow to defuse a difficult customer service situation with email support
Discover how email can be used proactively to take control of difficult interactions and improve customer satisfaction, in ways that other support channels cannot.
Customer ExperienceFinancial Services & FintechFintech for the aging population: What to consider when developing more age-inclusive apps and customer service
The young fintech industry has some major hurdles to jump over to unlock the value from our aging population. But it’s worth the effort with an eye towards app development and customer service that includes these three tips.
Customer ExperienceThree considerations when outsourcing your voice-based customer support
Although digital channels are growing, a TELUS Digital survey showed voice customer support is still the most popular option with consumers. So for now, here’s how to continue to optimize your outsourced voice programs.
Customer ExperienceFinancial Services & FintechThree areas where fintech start-ups are revolutionizing the customer experience
Fintech companies like WeSavvy, Wizdee and eToro are changing the finance industry for the better by using technology like social platforms, machine learning, and IoT to create more emotional, high-touch customer experiences.
Digital ExperienceA look ahead: How artificial intelligence (AI) will affect customer service
The coming AI revolution represents an opportunity not just to streamline certain customer service processes, but to take stock of the human touch and consider in what ways it may become more important than ever. Industry experts and AI firms share insights.
Trust & SafetyThe most critical Key Performance Indicator (KPI) in social media customer service
Customers fire up Facebook and Twitter to sound off on problems they’re facing right now — and they want a quick answer to match. That’s why time-sensitive KPIs have become key metrics for many companies providing social media support.
Digital ExperienceTo chatbot or not? Can automation boost response time and consumer trust?
Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.
Digital ExperienceDon’t react, be ready: Why data is the key to preemptive customer service
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
Digital ExperienceThree ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts
VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.
Customer ExperienceEmail customer support: Striking the right balance between personalization and automation
Email is still the most-used service channel world-wide. But how do you personalize email while maintaining efficiency and controlling costs? Learn these tips to both automate and personalize, even at the same time.
Customer ExperienceFive ways to ensure your email customer support program is mobile friendly
Despite other digital channels, email still ranks as a top (even preferred) customer support channel. But as consumers continually adopt mobile devices, the need for email to be mobile friendly is critical. Read these tips for mobile email support.
Customer ExperienceOptimizing email for the modern customer service environment [Best practices study]
While chat and social media customer support seem ‘way cooler’- email remains more appealing than ever, ranking as the number one option for support for those under the age of 55. Optimize your email support programs with these tips.
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