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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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Customer Service

How the best mobile apps boost (and maintain) mobile feature adoption

As more and more of us use our smartphones to do, well, just about everything, mobile app experiences are increasingly becoming the primary arena for business-to-customer interactions.

Why you might be wasting your CX metrics (and what to do instead)

This article was informed by an infographic created in partnership with Metrigy featuring results from a 2022 CX study. You can download your copy of the infographic here.

3 lessons B2B customer onboarding should take from B2C onboarding

Do you own a smartphone? If you do, you’ll have encountered some version of the modern B2C customer onboarding experience. (If you don’t: wow. We’re honestly a little jealous.)

Low CSAT? Better agent technology will help

This article was informed by an infographic created in partnership with Metrigy with results from a 2022 CX study. You can download your copy of the infographic here.

The customer onboarding metrics you should be tracking at every stage

Lately, we’ve been talking a lot about some of the best strategies for approaching customer onboarding in the modern era.

Case studies in customer onboarding: how customer onboarding should be done

When you think about B2C companies that provide truly outstanding customer onboarding experiences, there are a few that come to mind. But none have changed the game quite like Apple.

Customer Service

Customer Service

How to improve customer service in healthcare

Customer service plays an important role in every industry—especially healthcare. In this field, excellent customer service is the standard organizations should strive for to ensure patients feel valued and cared for. You might have the most knowledgeable and skilled providers, but if they aren’t giving patients a positive experience, they won’t be recognized for giving quality care.

Customer Service

Customer Service

Digital customer service 101

Your virtual customer support team is the backbone of your organization. They likely spend more time interacting with your customers than anyone else. They understand their issues, solve their problems, and play a starring role in brand perception.

Future-proofing your digital customer service tech stack

There are countless tools and technologies in the marketplace that promise to streamline processes, save time, and help provide a better experience for your customers and employees. When selecting your customer service tech stack, there’s a lot to consider — not only how it will impact your customer service now, but also how it will continue to add value in the future.