Category: Customer Service

How Booker Software Provides Next Generation Customer Experiences

By Brian Raboin, Vice President Customer Experience, Booker Software

You put the Five9 in my Oracle Service Cloud, or the Oracle Service Cloud in my Five9! Not since the innovation of the Reese’s Peanut Butter Cup has the combination of two great things resulted in something greater than the sum of its parts.

Over the last year at Booker, we have been going through an omnichannel systems project. Continue reading

5 Ways to Create Customer Loyalty – It’s Customer Loyalty Month!

By Liz Pedro, Customer Advocacy Director

It was the summer of 1986 when I learned the value of a loyal customer. I was a waitress at Jacob Lake Resort on the North Rim of Grand Canyon in Arizona. Every morning the local construction workers would come in and get coffee. While the coffee only cost fifty cents, I found out if I made them laugh and smile they would not only give me a big tip but they would come back every day. Continue reading

More On The Positive Ties Between Good CX and Revenue

Guest post by Jeanne Bliss

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. If you do customer experience right – think in terms of the five core competencies – then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side. Continue reading

Customer Journeys Have a Starting Point, But Not an Ending Point

By Mayur Anadkat, VP Product Marketing

Netflix users, don’t you love when you sign on to your account and see a list of suggested shows to watch?

For me, the shows are always right in line with what I enjoy watching. After several years as a Netflix account holder, it’s safe to say that Netflix knows me, and I’m a loyal customer. Continue reading

Our Customers Feel The Luck When We Partner With Great Companies Like Oracle

By Teresa Dodson, Senior Manager Channel and Partner Marketing

Would you have peanut butter without jelly? What about Tom without Jerry, or chips without salsa? Some things just go together. They make a bigger impact together than by themselves. The contact center can be efficient on it’s own but its even better when it’s combined with a great CRM system. An agent can reply to a customer’s request, but it can be even more powerful if the agent replies with a personalized response. There is a way to fulfill this need from the customer for a personalized experience, and that happens when you combine CRM technologies like Oracle, which carries the customer information, and Five9. Continue reading

The Importance of Good Customer Service to Grow Your Business

Guest Post by Sara Moccand-Sayegh

Customers are the lifeblood of any business; without satisfied customers you’re out of business. A satisfied customer will increase your revenue and increase the positive sentiment of the company. For instance, the White House Office of Consumer Affairs revealed that a dissatisfied customer will tell between 9-15 people about their experience. Continue reading

Omnichannel Retail and the Omnipresent Customer

By Kevin Gavin, CMO

This was originally published on CMSWiRE, here.

Modern customer journeys are erratic. Customers research and look at products in-store and online. They ask questions in chat windows, through emails, via the phone and in person. They toggle between phones, laptops, iPads and physical stores so rapidly it could make your head spin. Continue reading