cobrowse
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Empathy in insurance: navigating life's journey together
In the world of insurance, it's easy to get caught up in the numbers, policies, and premiums. But at its core, insurance is about much more than financial transactions — it's about impacting people's lives in meaningful ways. Customers have more options than ever and switching insurers is easier than changing a lightbulb. According to a Forrester report, only 26% of US online adults say that their insurer’s customer experience meets their expectations, and a concerning 13% feel loyalty toward their insurer. So what can insurers do to change those statistics? The key lies in understanding and embracing the human side of the equation. Empathy is the missing pillar of insurance CX, and insurers who embrace this principle above all else will earn their customer’s loyalty.
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Cobrowse
Customer Service
Customer Service: 4 Ways to Reduce Effort
As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you are a customer service oriented organization. After all, 58% of online customers will spend more on companies that provide excellent customer service.
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.
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.
Cobrowse
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.
Cobrowse
Customer Service
Keeping the Human in Customer Service
This guest post is written by Al Hopper – marketing, customer service, and social media expert, named as one of the Top 100 Most Social Customer Service Pros on Twitter in 2013 in the Huffington Post and a Top 50 Contact Center Thought Leader in 2014 by ICMI.
Cobrowse
Customer Service
Bring Sunshine to Your Customers Through Great Customer Service
When the sun is shining, it’s hard to stay upset. Except if a new purchase isn’t working the way it’s supposed to. Or if software is experiencing a glitch. Or if customers don’t understand how to use the new solution they spent all that money on. Or if your customers have billing questions. That’s when you need to up your customer service game.
Cobrowse
Customer Service
3 Words Good Customer Service Agents Never Say
This guest post was written by Elise Keith, co-founder of Lucid Meetings, a complete online system for running business meetings with your team and clients.
Cobrowse
Customer Service
Why is the Service in Customer Service Failing?
There’s no denying that customer service can play a huge role in differentiating online businesses. Even with all the self-service options available, Forrester has discovered that 45% of buyers require person-to-person contact.
Cobrowse
Video
Making Online Personal: Cobrowsing, Screen Sharing, Video
While some processes lend themselves to self-service online, others require a more personal touch. Visual engagement – the use of cobrowsing, screen sharing and agent video solutions – is a key part of the humanization of online customer service.