Customer Experience Blog & Articles

How to choose the best call recording software for your team

WhatsApp Business & Aircall: A Winning Combination for Customer Communications

The customer support landscape is far from what it was several years ago. Where once the expectation was limited availability, phone-based service with long wait times, it is now a multi-channel, always-on, fast-response support machine. These customer expectations are growing in line with increasing competition, resulting in heightened pressure for customer support teams to impress […]

1 December 2022

Integrations

The role of operations in building a tech stack for your business depends on the overall needs of your sales and support teams.

9 Tools That Can Make or Break Your Customer Experience

Providing a great customer experience is critical to every successful business. When organizations fail to offer a positive customer experience, customers will quickly discover competitors. Below, we’ll break down nine tools to consider adding to your tech stack to make your life easier and create a better experience for your customers. 9 Essential Customer Experience […]

18 November 2022

Customer Experience

Why Customer Experience Is Even More Essential During a Recession

When I was a kid, we played a game called“the floor is lava”. If you’re not familiar, the basics are this: The floor is lava (as the name suggests), and there are various safe areas (usually furniture) that you try to make your way across to get from one place to another to find permanent […]

20 September 2022

Customer Experience

9 Essential KPIs to Track for Sales, Support & Customer Service Teams

It’s no surprise that every business needs customers. But to generate more leads, it clearly pays to prioritize the customer experience. As a result, customers are more likely to stay and recommend you. But how can you tell if you’re making progress? It’s all about the KPIs you decide to measure—both on an individual and […]

8 September 2022

Sales

This cold calling guide will provide you with all the necessary tips to improve the performance of your outbound calling teams.

Cold Calling Tips: Your Guide to Successful Cold Calling

When you search “cold calling guide” on Google, you see 116,000,000 results. Cold calling, it turns out, is not dead. It is alive and well and still in high demand. This disproves the many articles proclaiming that cold calling is dead. Another quick search and you will find industry leaders, such as Dmitri Akhrin, president […]

11 February 2022

Sales

Yes, Your Customer Feedback Still Matters: Here’s Why You Need to Continue to Listen

You’ve done everything you can to make your customers happy. Your customer service team has been answering calls day in and day out, helping each customer in the best way they know how. But are your customer service strategies working? One key way to find out is to listen to customer feedback. Doing so will […]

22 September 2021

Customer Experience

Struggling With Your Voice Communication Strategy? 4 Mistakes Brands Make

How many calls does your customer service team receive in a day? A thousand? With a high number of calls coming in, it’s natural to feel a bit overwhelmed. Offering customer service via your voice communication strategy can already eat up a lot of your team’s time. And that doesn’t even include the queries they […]

6 September 2021

Customer Experience

Why the Best Support Teams Use Call Recording Software

Good customer service means listening to your customers. But with hundreds of calls coming in constantly, how can you keep track of everything they said? Moreover, how can you make sure that your agents are listening and addressing the customers’ concerns? There’s only one way to keep track of all the calls, so let us […]

18 August 2021

Customer Experience

Choosing Call Recording Software: How to Pick the Best Technology for Your Team

Choosing call recording software is difficult, to say the least. There are tons of options available that vary greatly in cost, features, ease of use, and more. You’ll also have to decide if you need the most expensive one with all sorts of bells and whistles or if you can settle for an affordable one […]

11 August 2021

Customer Experience

Struggling to Increase Sales? It is Time to Focus on the Customer Experience

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. This will provide you good benchmarks for optimizations in order to increase sales. Suppose there are gaps between what customers expect from an interaction […]

21 June 2021

Customer Experience

Learn top strategies for increasing customer engagement, including taking an omnichannel approach

How to Increase Customer Engagement by Creating an Omnichannel Experience

Today’s customers don’t buy products in a vacuum. When they decide to do business with a company, they also consider the relationship they have with that company. They also think about how that company reflects their own values. To address this sentiment, you need to increase customer engagement and build meaningful relationships with consumers. In […]

18 June 2021

Customer Experience

Learn why first-contact resolution is critical to providing great customer service.

Excelling at the #1 Factor That Defines Good Customer Service

Your customers’ most direct point of interaction with your business is customer service. And that means the results of these customer service interactions can make or break their impression of your business. Providing good customer service then becomes imperative if you want your customers to see you in a positive light at every opportunity. After […]

16 June 2021

Customer Experience

Learn how to choose customer support channels by following these best practices

How to Evaluate Which Customer Service Channels to Prioritize

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. But rarely do they discuss the concrete steps to achieving it. Choosing the most effective customer service channels is a good way to start. One challenge? Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than […]

9 June 2021

Customer Experience

4 Ways to Improve Your E-Commerce Customer Service Experience

The e-commerce customer service experience has changed immensely over the past year and a half. Think about it—it feels like a lifetime ago when shopping was a part of your regular routine. You’d make a shopping list, plan your route, and maybe even grab a coffee on the way. Then you’d head out to the […]

4 June 2021

Customer Experience

The Most Effective Communication Channels for Personalized Customer Service

How do you let your customers know about your new products and services? How do they reach you when they need help? Everyone knows that effective communication is the foundation of good customer service. However, what isn’t widely known are the steps to effective communication, and one key element to this is the communication channels […]

2 June 2021

Customer Experience

By using text messaging best practices you can improve your SMS strategy. Learn why!

5 Text Messaging Best Practices for Your SMS Strategy

When was the last time you asked yourself if your business had a good SMS strategy? In today’s digitally connected world, more and more people keep their mobile phones within close range. As a result, SMS (short message service) text messages have become a common way to communicate using mobile devices. The SMS function is […]

28 May 2021

Tech

How digital shopping trends impact the customer experience

Digital Shopping Trends Are Here to Stay: What It Means for Your Customer Experience

Whether it’s because they need something, they can’t pass up a great deal, or they’re craving a bit of retail therapy, people shop for many reasons. Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. During the COVID-19 pandemic, consumers have been even more […]

26 May 2021

eCommerce

Find out the top strategies for building a strategic digital transformation framework

10 Best Practices to Develop Your Digital Transformation Framework

A digital transformation strategy is critical for small businesses for many reasons. It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. By following best practices for your digital transformation framework, you also get the benefit […]

24 May 2021

Customer Experience

How to Create and Maintain a Great Customer Experience

WhatsApp Business & Aircall: A Winning Combination for Customer Communications

9 Tools That Can Make or Break Your Customer Experience

Why Customer Experience Is Even More Essential During a Recession

9 Essential KPIs to Track for Sales, Support & Customer Service Teams

Cold Calling Tips: Your Guide to Successful Cold Calling

Yes, Your Customer Feedback Still Matters: Here’s Why You Need to Continue to Listen

Struggling With Your Voice Communication Strategy? 4 Mistakes Brands Make

Why the Best Support Teams Use Call Recording Software

Choosing Call Recording Software: How to Pick the Best Technology for Your Team

Struggling to Increase Sales? It is Time to Focus on the Customer Experience

How to Increase Customer Engagement by Creating an Omnichannel Experience

Excelling at the #1 Factor That Defines Good Customer Service

How to Evaluate Which Customer Service Channels to Prioritize

4 Ways to Improve Your E-Commerce Customer Service Experience

The Most Effective Communication Channels for Personalized Customer Service

5 Text Messaging Best Practices for Your SMS Strategy

Digital Shopping Trends Are Here to Stay: What It Means for Your Customer Experience

10 Best Practices to Develop Your Digital Transformation Framework

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