Customer relationship management

How to maintain transparency in your business at different levels

It’s now more important than ever to establish and maintain a good work environment, and transparency is a key component of that. Today, there is an information overload and everyone is well-informed. So most people prefer to work with companies that are known for their good work environments. It is easy to check the reviews …

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6 chatbot best practices for e-commerce sites

Chat increases conversions, not just dialog, which is why you need to understand how best to use chatbots Live chat isn’t just for customer support anymore; it’s a proven engagement and revenue booster. Kayako.com shares some compelling statistics that show just how powerful live chat can be when it comes to engagement and conversion. Analytics …

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Customers prefer the human element when it comes to customer service

Chart of the Week: 40% of customers are highly satisfied with agent-assisted methods of communicating with companies Customer experience (CX) is a huge part of driving engagement, sales and repeat custom. While companies understand why good CX is vital, there seems to be a disconnect between what customers view as good CX and what businesses …

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5 powerful strategies to stop customer churn

Reducing customer churn is a powerful strategy.  An HBR study found that positive customer experiences are associated with big increases in future revenue. But how do companies stop customer churn? Customer churn is an expensive problem for businesses. Acquiring a new customer costs at least five times as much as retaining a current one. Meanwhile, …

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Why video calling is essential for your multichannel customer service strategy

Is your business equipped to offer customers personalized experiences across multiple channels? In the era of instant communications and instant gratification, relationships between businesses and customers are changing. Driven by customers’ need for personalized and seamless interactions, brands are constantly adopting new communication channels, which allow them to reach customers at any stage of their …

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Plug revenue leaks with these 3 CX analysis techniques

Discover your top customer experience (CX) issues quickly How do your customers, both current and prospective, really feel about the experience they’re having with your brand? How can you best measure this? In this post, I share three cost-effective analysis techniques you can use to get these answers. I realize it’s more fun to focus …

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