Guided CX Insights

The Internet has changed the face of customer service. Our conversations have evolved from in-person conversations to telephone communications, live chats, co-browsing, email, and video call. Because of this, businesses have to keep up with fast-paced technological advancements to ensure customer satisfaction with a product or a service.

In today’s uber-connected society, with an incredibly fragmented attention span, engaging all of the senses is critical to seize sales for brands. Customer service is usually at the crux of closing the online sale, yet is often delivered to customers in a stale, one-dimensional way – either on the phone, or through an online chat. Neither method is very engaging and can often lead to more misunderstandings and frustration on both ends.

You may be wondering why video is becoming such a popular customer service option.

Customer experience is the key to winning customers’ hearts. The quality of the product, the fun website, the friendly customer service – all of these pieces come together to create an experience that will grow loyalty and bring back repeat buyers.

The fall and winter holidays mean both more business and more customer service requests. This is a great time of the year to strengthen your retail business’ reputation as a leader and cement customer loyalty.

Cobrowsing is a key part of today’s customer service strategy. The ability to share a view with customers is critical for solving problems, improving understanding, creating better outcomes, strengthening customer loyalty and more.

Fear is an incredible motivator. When I was little, I used to go fishing with my grandfather on Lake Ontario. He taught me the old cliché that to catch a fish, you have to think like one.

What’s one of the top ways to stand out from your competitors? A better product? Smarter employees? More money to spend?

To many of us, the online world can seem overwhelming and—at times—relentless. No question, the surge of online business interactions will endure and current research backs this trend. According to Forrester research, e-retail spending will increase by 62% by 2016.