Guided CX Insights

As a customer, your goal when buying a new technology is simple: you want it to work as promised. You want the experience to be easy and straightforward, and you want the technology to provide you with the benefits you were offered during the selling process.

Customer support can be a costly proposition to companies. However, providing a solid online customer service structure will stop customer erosion and add long-term repeat customers.

Customer experience is a phrase that is frequently tossed around. According to the White House office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase. So it’s clear that it’s worthwhile to put in the effort to make customers are happy. But how do you know the customer experience programs you’ve implemented meet your goals?

The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.

Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. In business, that translates into providing a great customer experience.

Vastly shorter call handling time. Hugely improved performance around first call resolution. Radically fewer support calls. All from improvement in SaaS customer service.

Visual engagement—the integrated experience of cobrowse, screen share, and agent video—is revolutionizing the online customer experience.

Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.

If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.