In previous blogs, we have discussed the importance of meeting customers where they want to talk, and how phone calls are becoming a last resort in a customer’s journey. Conventional communication channels have fallen out of favour against digital media such as web chat, social media and, the latest newcomer, Instant Messaging. Continue reading
To be successful, businesses need to meet consumers where they are and communicate with them using the platform of their choice, and in today’s digital age, it is on social media. More specifically, on Facebook. Continue reading
The mix of technology and customer self-help services has meant that contact centres are evolving into an important strategic resource for many companies.
Whether your contact centre processes orders, resolves issues or provides information, it is all about engaging with your customers and delivering a good experience which will contribute to converting them and cultivating brand loyalty.
