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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 […]
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 […]
The global telecom industry is growing rapidly with an estimated market size valued at USD 1,657.7 billion. The US alone had 340 million cellular subscriptions at the end of 2018, which accounted for 1.36 billion customer care interactions, assuming that an average subscriber connects with a support operator four times per year. But the number […]
The first priority of any business is serving its customers effectively and efficiently. While you may leverage the best of technology, it’s equally important to have all the resources in place to do the same. If you want to keep customer service as a priority with minimum resource requirements, CCaaS (Contact Centre as a Service) […]
Customer Experience (CX) is a highly competitive and rapidly evolving market. If businesses do not keep up with the latest developments in consumer service technology, they risk losing a chunk of their clientele to competitors. With the rise of technology in the last couple of years, contact centres have also revamped and upgraded their systems. […]
Communication is one of the cornerstones of business operations, and no organisation can survive and thrive without it. Small or large, all enterprises invest in communications technology these days, with solutions such as real-time messaging, file sharing, and voice and video calls. While legacy systems rely on on-premise unified communications technology, UCaaS has emerged as the latest […]
The more we innovate, the more customers expect smoother and simpler shopping experiences. They want nothing but instant gratification, and brands need to be able to deliver on this front. Businesses must keep reinventing their customer communication and support strategies to match expectations effectively. As digital-savvy users rely greatly on technology for self-service, businesses look […]
As the business landscape gets more competitive than ever, companies look to technology for securing a winning advantage. Many are undergoing digital transformation to stay in the race, but the challenge is really big for small and mid-sized businesses. Indian SMEs, in particular, are struggling to determine the right strategy and relevant components that must […]
The customers these days get in touch with a business/brand through multiple communication channels. But the choice of communication channel differs from one customer to another. Several studies suggest that customers prefer dealing with business using digital communication channels like websites, mobile apps, web chat, emails, social media and web self-service. At the same time, […]
Cloud and Artificial Intelligence, the two most Groundbreaking technologies of this day and age, are fast changing the future. So how independent or interdependent are these? And more importantly, what is the significance of this for your organization? Let’s answer these questions while uncovering a few more implications of these positive disruptions. What is cloud […]