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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Choosing the right digital CX tools for every moment
Helping customers should feel easy for them and for you. When customers reach out for help, they want fast solutions. But with so many digital tools available, it can be hard to know what to use, and when. Let’s break it down. Here's a quick guide to today’s most common digital support tools and how to choose the right ones - at the right moments - for your team and your customers.
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Cobrowse
Customer Service
Chat + Cobrowse: In-Person Experiences For Retail Mobile Customers
This guest post was written by David Lowy, Vice President Product Management at Moxie, which provides solutions for companies to anticipate intent, connect in real-time and engage with customers to increase total customer value.
Customer Service
Customer Service Excellence: Virgin America
According to Gartner, by 2016, 89% of companies expect to compete mostly on the basis of customer experience. That means that if you aren’t already investing in the tools you need to produce an excellent customer experience, you are rapidly falling behind.
Relationship Marketing: The Key to Maximizing Brand Loyalty
All customers have one thing in common: they make purchasing decisions based on their existing emotional standards (Aitchison 2004, 26). These standards are subjective: mothers might want to nurture their children, men might want better cars to enhance their image, executives might want to enjoy exclusive benefits, and so on.
Customer Service
5 Customer-Centric Attributes To Look For In Your Next Employer
This guest post is written by Ben Motteram, customer service expert and Founder and Principal, CXpert.
Customer Service
Customer Service Excellence: REI
Customer experience in the omnichannel world is a challenge. In fact, for 67% of businesses, improving customer service is one of the top priorities.
Cobrowse
Customer Service
3 Reasons to Lengthen Your Healthcare Customer Service Calls
The phone still rules when it comes to complex customer service questions and problems. In fact, 46% of customers prefer to get support on complicated issues via phone.
Customer Service
Customer Service Excellence: Crutchfield Corporation
Although the value of good customer service is clear, not every company places customer service at the center of its business. In fact, according to a recent survey by SocialBakers, out of 37 countries whose question response rate was tracked on Twitter, the US ranks 33rd – nearly at the very bottom.
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SaaS
Salesforce
Using Context in SaaS for Better Customer Service
This guest post was written by Rina Henderson, a seasoned UX Designer and Developer at CodeScience.