Guided CX Insights

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.

Wouldn’t it be great if all customers were like Buddy, the naive character played by Will Ferrell in the popular holiday movie “Elf“? All customer experiences would be completely perfect, as demonstrated in this scene where Buddy stumbles on “The World’s Best Coffee.” Even though the coffee being offered in the clip is clearly sub-par, the sign next to it says it’s the “World’s Best”, so Buddy thinks it must be. It’s a customer service agent’s dream.

There are many reasons for businesses to be thankful to their customers during Thanksgiving, over the holiday season, and throughout the year. Being grateful to your customers should be a central point in your customer service training.

Incredible customer experiences don’t exactly happen by accident.

New Standalone and Salesforce-Integrated Solutions Allow Agents to Co-Browse and Screen Share a Desktop, Making Personalized Service and Support Faster and Easier

New Standalone and Salesforce-Integrated Solutions Allow Agents to Co-Browse and Screen Share a Desktop, Making Personalized Service and Support Faster and Easier