Tagged: social media

I Went To Dreamforce for the First Time and Now I’m a Consumer of New Brands

By Gabrielle Targosz, Corporate Communications Specialist

If there is one time a year you can define “success” as a combination of self-diagnosed exhaustion with completely mind blowing experiences, it would be after attending Dreamforce 2016. As a first timer at Dreamforce, the must-attend tech conference of the year hosted by our partner Salesforce, I already can’t wait for this again next year. I must say, I’ve learned a lot, networked with industry gurus, saw more swag giveaways than ever before, and I’ll definitely be back next time.

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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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Private Twitter Messages Won’t Eliminate the Contact Center

This article was originally published on MarTech Advisor, here.

By Mayur Anadkat

Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.

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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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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

Five9 Employees Go Above and Beyond

Five9 Employees Go Above and BeyondFive9 is proud to announce that employees throughout the company are going above and beyond in their dedication to the contact center industry. We’d like to congratulate Nick Delis, regional vice president of enterprise sales; Todd Eby, vice president of professional services; and Richard Dumas, director of product and solution marketing, for their recent recognition as contact center and customer care experts. These exemplary employees have made it their personal ambitions to strive for excellence, and contribute to a better customer engagement industry.

NickDellisNick Delis
Regional Vice President, Enterprise Sales

With more than 25 years of experience in the telecommunications industry Continue reading