Category: Digital Customer Service

Anana COO Dave Tidwell on Multi-Channel Customer Experience [Guest Blog]

guest blogger

Dave Tidwell, Chief Operating Officer of Genesys partner Anana recently posted a blog on effectively managing the multi-channel customer experience . Dave takes an interesting look at a range of uses cases out there and how business need to take an integrated and chronological look at managing customer interactions across channels to be successful. Take a look Read More >

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3 Customer Experience Strategies That Build Better Brand Loyalty

three steps

There is no simple answer for what keeps customers coming back to a brand, but there are strategies and solutions businesses can use to create customer experiences that have a proven impact on loyalty. We are increasingly seeing the wave of customers expecting their experiences to be seamless across all channels, touchpoints and interactions to be bigger Read More >

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Connecting the Customer Experience Value Chain

customer-service

For any type of company today, the ability to deliver a promised customer experience consistently and seamlessly throughout the customer journey, across all channels, touchpoints and interactions remains an essential business imperative. From a consumer’s perspective, the customer experience journey starts with a brand making a promise, such as easy-to-use products, friendly service, 24/7 availability, fast delivery, and quick resolution. Read More >

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Zen and the Art of Multi-Channel Customer Experience [DEMO Webinar]

zendesk

Genesys recently announced a partnership with Zendesk.  The goal of the partnership is to deliver a single console for your company’s agents, improving their efficiency and allowing them to deliver superior cloud-based customer experiences. Zendesk specializes in consolidating communication channels, information portals and systems to simplify a customer service agent’s workload, thereby improving their productivity.  Genesys Read More >

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Reduce Customer Effort with Proactive Web Chat

Grunge Stempelrot MAKE IT EASY

Today, billions of global internet users are driving growth in digital sales, support and customer service. As these customers surf the web, they are increasingly looking to connect and chat with the companies from whom they purchase products and services. As this rise in digital channel usage continues, the dangers of negative word-of-mouth are greatly Read More >

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5 Obstacles to Overcome for Great Customer Experience

customer-service

If your organization’s driving goal is to lower customer effort, increase sales, and create more loyal brand advocates, the processes used to route, manage, and report on interactions between each customer and your organization can make or break the customer experience. As an ever-increasing number of companies are turning to customer experience platforms to manage today’s cross-channel customer Read More >

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Boosting Online Conversions for Today’s Digital Customers

TV and Customer Service: Too Many Channels – When More is not Always Better

It’s no surprise that consumers love shopping  online. It’s quick, convenient, and incredibly easy to comparison shop, find product reviews, and ship directly to anywhere you want. It’s forcing industries from retail to banking to insurance to battle for consumers who have more choices than ever before. For many, clicking the buy button or moving Read More >

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