Empathy in CX
Empathy in Customer Service In today’s competitive marketplace, customer service is more important than ever. Customers have more choices than ever before, and they are quick to switch to a competitor if they have a bad experience. One of the best ways to ensure that customers have a positive experience is to show empathy. Empathy […]
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The Customer Ripcord
Do your self-service options include escape hatches for your customers? If self-service isn't working or the customer isn't happy at any point there should be an easy way out, to reach a human. Make
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KPI’s, FCRR’s and the Bottom-line
As you or your outsource team manages the support footprint there a few Key Performance Indicators (aka KPIs) that can mean a lot to the bottom line of any organization. In keeping with the KISS prin...
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Tip Alert
Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic. Say one of your products is back-ordered for a mon...
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Know how to close a conversation
The ability to close improves every single interaction. This is not closing a sale, it’s closing the conversation with a customer. Leaving an issue unresolved creates unnecessary problems. D( ... )
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Live Chat vs Email
Within the online channel, the chat feature has become the leading contact source, as 42% of full-service customers indicate using a live online chat feature vs. email (23%) or other social media foru...
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TIP Alert
Do your customers have to ask you to answer questions for which the answer should be obvious? Customers don't like to be burdened to contact you for items that could easily be provided for them on a...
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TIP Alert
Do you offer self-service options for your customers? Many customers want them: unless you're open 24/7 or at least all conceivable business hours in all time zones in which you have customers, you n..-.
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King Customer
In our daily dealings with customers it is easy to forget that customers wants to connect and be served by humans vs a company. This is called personal service. So ask yourself; am I making the custom...
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TIP Alert
Last impressions matter. It's so easy when you have completed an interaction with a customer, to rush on to the next one with the next customer. Doing so can erase all the goodwill you created. Th(
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TIP Alert
Impressions before the first impression matter. Of course, there is no before the first impression. But the first impression is very likely happening before you realize it: how you're portray...
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The Next Bitcoin Halving
Bitcoin, the most well-known and valuable cryptocurrency, is set to undergo a halving in May 2020. This event, which occurs every four years, cuts the number of new Bitcoin that are created each day by half. For example, after the May 2020 halving, only 6.25 Bitcoin will be created each day instead of 12.5 Bitcoin. […]
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How to Provide Stellar Customer Service for Your Metaverse, Crypto, and Web3 Business
The future of retail is going to be about personalization and tailoring services to individual needs. In order for a company to provide the best possible service, they need to understand their customers on a personal level. That’s why we see so many businesses implementing loyalty programs and one-on-one relationships with customers. If you’re running […]
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2 Reasons Why Good Game Mechanics and Design Matters More Than NFTs in Web3 Games
New markets, new gamers, and new user experiences all require fresh thinking. Gamers are demanding more engaging and immersive experiences across new game genres and sub-genres. This is hyper-realized when you see empty Web3 worlds. The hard fact is that games were built for Web3 and will drive engagement, and DAU. Period. This requires game […]
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Chatbots and AI are not there yet when it comes to providing world-class customer support and having a human agent is a superior customer experience.
It seems like every company is getting on the AI bandwagon. Chatbots are becoming increasingly common, and everyone from restaurants to car manufacturers is using them. You’d think that this means customer support with AI must be perfect by now, right? However, as much hype as there is about AI, it’s still in its infancy […]
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The current state of AR and VR hardware has to get better for mass adoption and until we get to something akin to reading glasses it never will be.
The world of virtual reality (VR) and augmented reality (AR) headsets is still in its infancy. The technology has the potential to become ubiquitous, but we’re a long way from that happening. The current state of AR and VR can be best described as clunky. In order for these devices to become commonplace, they need […]
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Five Ways to Improve Video Game CX
Are you looking to improve your customer service approach in the gaming industry? Whether you’re a game developer or a support agent, incorporating these five strategies can help enhance the overall gaming experience and build lasting relationships with players. Every player is unique, with their own preferences and needs. Strive to personalize each interaction by […]
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Performance Reviews in CX
Customer experience (CX) is a vital component of any business strategy, and it is becoming increasingly important in today’s hyper-connected world. As customer expectations continue to evolve, businesses must prioritize providing top-notch customer service. One way to ensure that customers have a positive experience is by continuously evaluating the performance of CX agents. CX agents […]
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