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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 […]
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 […]
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 […]
Customer satisfaction and customer surveys According to Microsoft’s Global State of Customer Service Report, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Needless to say, customer satisfaction should be the topmost priority of every business, regardless of the kind of products and services they offer. […]
Almost every industry today has adopted different kinds of personalised approaches in how it communicates with its customers. Some of the major reasons that prevented companies from fully embracing different facets of personalised customer communication earlier were data privacy concerns, traditionally implemented systems with minimal automation, etc. However, as far as personalisation in the communication process is concerned, a survey from Accenture reports that […]
As we leave behind 2020 and gear towards the end of 2021, organisations need to redefine their communication strategy to expand their customer base. Fortunately, modern business owners have realised the importance of customer interactions in the current economic climate. Today, customers choose problem-solvers over product-pitchers and desire a personal touch in everything that they purchase. In fact, 66% of […]
Remember the early days of digital marketing where we would get a whiff of excitement just seeing our names on ads, emails, messages? Personalisation—tailored experiences for customer engagement—has come a long way since then. In today’s hyper-connected world, personalisation needs a more robust and strategic approach since it is crucial in gaining a competitive edge […]
India is a massive country with a diverse population and a vast user base of mobile devices and networks. With the market offering such immense potential, it isn’t surprising that the competition between telecom operators is booming. This is a boon for users who have access to new and more affordable telecom plans every day. […]
A lot has been said and written about “the new normal” in the face of the pandemic and how businesses need to modify their processes fundamentally to stay on top of safety guidelines. But has any good come out of all the talk? How are customers feeling in this market? This article will throw some […]
According to Hubspot, 71% of customers believe the most important thing a business can do for them is value their time. That doesn’t come as a surprise, right? Afterall who enjoys struggling to reach out to businesses and spending long hours on support calls? Or worse—incessantly waiting on hold? Good customer support agents don’t just […]