Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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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.


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.


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.


Using Context in SaaS for Better Customer Service

This guest post was written by Rina Henderson, a seasoned UX Designer and Developer at CodeScience.


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.


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.


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.


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.


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.