The advent of the world wide web in the 90s opened a new way of doing business. With the launch of several online businesses, customers began preferring the relative ease and flexibility of interacting with businesses online. Today, almost all businesses are online—from service to e-commerce. This resultant clutter makes it difficult for an upcoming […]
With the e-commerce industry flourishing at the speed of light, the competition for delivering the best customer experiences rises. The advent of different communication channels means that choosing the best medium for your clients is a top priority. Today, people want to communicate with brands via channels convenient for them. Phone calls enable the company […]
Understanding UCaaS and CCaaS Modern customers expect smooth and seamless customer service. When buyers communicate with their favourite brands, they want their needs to be heard and their issues solved quickly. This means businesses today have no choice but to streamline their communication channels and make interaction as seamless as possible. And how do they […]
The last few years have seen digital technologies and artificial intelligence drastically change the contact centre software industry. In a post-pandemic world, customers are now using more channels to communicate than ever before. As new strategies, work cultures, technological upgrades continue to flood the market, here are six trends that are paving the way for the […]
Customers want more than just solutions. They want 24×7 support, personalised services, convenience, and memorable experiences. A research by American Express found that 86% of customers are willing to pay more for a better experience. So, what’s your game plan? If you haven’t decided yet, don’t panic. We have outlined everything you need to know. […]
Curated personalisation in the virtual world is clearly the next frontier of communications. While several tools come to aid in this effort, omnichannel platforms are now imperative for smooth and seamless customer service delivery for customers. With information becoming the most important currency in the digital age, companies have started to store and leverage vast […]
Customer Engagement for Flawless CX With over 214 million businesses worldwide, customers have the power to buy from anywhere, anytime. The only way you can stand out from the crowd is by offering flawless customer service. In fact, a study by Forbes states that 84% of the people surveyed believe AI can help them gain […]
Customer surveys help businesses collect crucial real-time feedback from their target audience. Regular feedback collection lets businesses make important changes to products and services and align them with buyer expectations. This results in a seamless customer experience and a strong competitive edge. According to American Express, customers are usually willing to spend as much as 17% more on a […]
“B2B or business-to-business buyers don’t go to work and forget what they do as humans. There’s a new normal that blurs the line between B2B and B2C. They just want things personalised,” says Brian Solis, principal analyst and author of Altimeter Group. Well, it’s no secret that buyers today expect solutions curated especially for them. […]
Shifting Consumer Behaviours: What Can Businesses Do Differently? The COVID-19 pandemic has toppled our economy. Several small businesses had to go off the market and even corporate giants had a tough time maintaining their bottom line. The lengthy spans of social distancing, quarantine and lockdowns also altered consumer habits. Now, businesses that aim to return […]