Category: Social Customer Care

5 Ways To Show Customers Love This Valentine’s Day (And All Year Long)

By Liz Pedro, Customer Advocacy Director

When I started my career back in 1988, contact centers were very different. Dialers were a box nailed under our desks, scripts were pages stapled in a folder and we didn’t have computers. But one thing has remained the same, the customer has always been the top priority. With Valentine’s Day celebrated this month I wanted to share five ways to show customers love this Valentine’s Day and all year long. Continue reading

A Successful Customer Service Strategy in 2017 Starts and Ends With the Consumer

By Mayur Anadkat, VP Product Marketing

This article was originally published on VMBlog, here.

2017 Brings the Death of the Contact Center, And the Engagement Center Emerges

The evolution of the customer experience industry is a fascinating movement. Admittedly, it’s been slower than what people have wanted or expected, but I believe that 2017 brings the next evolution of the contact centers — customer engagement centers. Continue reading

Survey Says: Great Customer Service Equals Brand Advocacy

By Katie Bromley, Director Corporate Communications

33% of consumers* said that “receiving great customer service” is a reason they would advocate for a brand. 34% will advocate for “love of the brand.” Also, 62% said free delivery would motivate them to buy a product online. I’m a fan of great customer service, and free, so yes, count me in those numbers as well.

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Modernizing Your Contact Center Through Customer Journey Management

By Mayur Anadkat, VP Product Marketing

We have all had the following experience: You call into a customer service line and an interactive voice response (IVR) guides you through options such as billing, customer support, or technical support by pressing numbers on a keypad. Once you’ve picked through the available options, the IVR then asks you for your name, your account number, and your social security number.

[Long pause]

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Retaining Customers Can Be Simpler (And More Valuable) Than You Think

This article was originally published on MarTech Advisor, here.

By Mayur Anadkat, VP Product Marketing

Sally is irritated. She has enjoyed in-store shopping from her favorite department store for years, but she is finally ready to explore online shopping. While more and more people are motivated to shop online due to no crowds, variety and lower prices, Sally found that her experience as an online customer took a complete 180 since making the shift.

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Customer Loyalty in the Age of Social Media

Guest Post by Joanna Jones of Impact Learning Systems

Over the years exasperated customers have aired their frustrating interactions with contact center agents on social media. Some of these have gone viral creating public relation nightmares for the companies involved and giving other frustrated consumers a platform to pile on. Often when a company finds itself facing one of these viral campaigns it issues a public mea culpa and quickly makes an honest effort to revamp its policies so as to avoid such misfortune again. Your company doesn’t need to be holding the short-end of a public shaming stick Continue reading

What the Solar Industry Can Teach You About Social Selling

This article was originally published on SocialTimes.

Marketers have heard the gospel and slurped the Kool-Aid when it comes to the virtues of word-of-mouth marketing. It’s become a well-established fact that consumers believe and trust recommendations from their friends and family over other forms of advertising, and that people are more likely to buy when referred by a friend.

But while many businesses struggle to turn recommendations into sales, the solar industry seems to have mastered the art of word-of-mouth marketing.

Demand for residential solar systems is skyrocketing, with 2014 marking the first year that more capacity was installed by homeowners than by non-residential customers.

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Seven Trends Shaping the Future of The Contact Center [WEBINAR]

There is no doubt that we’re in the midst of a huge sea change when it comes to consumer behavior. New technologies have completely transformed consumer expectations and buying behavior.

Contact centers are at the forefront of the shifting battleground when it comes to competitive differentiation; the Deloitte 2013 survey of contact centers found that 62% of organizations view customer experience provided through contact centers as a competitive differentiator. This has put a lot of pressure on contact centers around the world, as they struggle to adapt to the rapidly changing technology landscape and consumer expectations.

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Delivering Excellent Customer Service through Mobile Apps

Delivering Excellent Customer Service through Mobile Apps

Guest Post by Joanna Jones of Impact Learning Systems

We know that mobile is here to stay, at least until the next big disrupter comes along. Until then, mobile devices are dominating how consumers shop, search, educate and connect. As the trend continues away from computers, companies have an opportunity to develop, from the ground up, customer-service strategies for mobile devices. The good news is that when creating CR solutions that are tailored to mobile, companies have the opportunity to create platforms that are well thought out and customized to how users expect to interact with a brand or product. The bad news is that many companies have Continue reading