In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: For your business to survive and thrive, measuring customer satisfaction is key. You need to take frequent pulses on how your customers feel about your brand, products, services and interactions to identify pain points and benchmark your performance over time.
Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, live chat has emerged as a must have customer communication channel for sales and support. To help companies meet customers on their preferred channels, we’ve launched a new, highly customizable chat widget which can be easily deployed.
Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s not the platform or user interface that’s going to determine who is the winner in this multi-billion dollar market. It’s the customer experience. Can AI help sports betting companies take home the biggest payout – loyalty?
Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.
We’re a society of texters: 8.5 billion text messages1 are sent in the United States every day. On a personal level, it’s about 26 sms messages, per person, per day. With that much volume, if your business does not have an SMS customer service strategy – powered by SMS chatbots – it’s obvious that opportunity is passing you by. Even as texting is an inherent part of our daily lives, companies have historically shied away from providing customer support via text.
AI is transforming customer service, making it more convenient and personal by automating high-quality resolutions on consumers’ terms and empowering human agents to work smarter. The use cases for automated customer service seem endless, so we’ve pulled together the best opportunities for leveraging the power of artificial intelligence in customer service that we see today. How are our customers using automated support to rethink retail customer service?
Today’s digital world is littered with companies providing omnichannel experience scenarios for their customers. Here’s a real-life example of an omnichannel experience: While looking through photos, you see an ad on Instagram for an all-inclusive tropical getaway from an online travel agency. You click on the ad and start researching the property. You open your laptop to read reviews before you complete your booking.
