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Guided CX Customer Service

Why omnichannel doesn’t feel seamless to customers

Omnichannel has been one of the most celebrated ideas in customer experience - seamless journeys … connected channels … customers moving effortlessly from chat to phone to email … it sounds great on stage and in slide decks. But customers tell a different story.
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Insurance Customer Service SaaS

Insurance

Insurance

Defining the new insurance agent experience

Few industries are as old as insurance. Or as traditional. But a wave of pandemic-led innovations (and, consequently, customer expectations) has forced the industry to adapt. That puts insurance companies in a unique position.

Customer Service

Customer Service

Key traits of a great customer success manager

Businesses are increasingly focusing their efforts on customer success, knowing that doing so can improve the customer experience, lower churn rate, increase customer and employee loyalty, and boost revenue. Customer success managers are the key driving force behind those rewarding efforts, making it essential to hire the right people. Knowing the importance, you might ask: what makes a great customer success manager?

SaaS

SaaS

Do SaaS companies still need customer success?

You have a stellar SaaS product. It’s easy to use, your self-service is impressively in-depth, plus your baked-in onboarding is first-rate. This well-oiled machine can practically run on its own, which may make you wonder … do you really need a SaaS customer success team?

Five things your digital customer service might be missing

There’s much more to digital customer service than average response time. But sometimes when we’re in the weeds of operating a business, we lose sight of the big picture. We get stuck in the details and settle for “good enough.”

Crafting a positive customer service agent experience

A vital and often overlooked part of good CX is your agent’s experience (AX). If agents aren’t empowered, or worse, they’re micromanaged, it can result in a negative customer experience. While metrics are important, making sure your agents can act human is vital.

How to improve digital customer engagement for retail

The pandemic accelerated the transformation of digital customer engagement for retail. When brick and mortar stores had to close their doors, e-Commerce exploded virtually overnight. And according to a survey of 3,400 B2C companies, those that embraced digital customer engagement saw an average revenue growth of 70%.

In-store vs online: creating a single retail customer experience

Is your e-commerce site disconnected from your brick and mortar locations? If so, you’re not alone: Nearly 50% of brands say unifying online and in-store operations and data will be their biggest challenge over the next year.

Insurance

Insurance

What insurance companies can learn from banks about designing killer mobile app experiences

As the idiom goes, everybody and their mother has a smartphone nowadays.

Want to drive adoption and usage of your app? Humanize it.

The modern mobile app experience is a capital ‘D’ digital experience. As app users, we want experiences that are slick, frictionless – and (for the most part) self-service. The modern mobile app experience often involves AI-generated content, which can sometimes feel impersonal and robotic. While we increasingly may expect to ‘speak with’ an app-dwelling chatbot when we get stuck or have questions, we wouldn’t necessarily expect to interact with a real-life human inside the mobile app experience.