4 Ways AI Can Improve Customer Experience Within Contact Centers

4 Ways AI Can Improve Customer Experience Within Contact Centers

Gone are the days of having quick, polite, and ultimately superficial customer interactions. The people have spoken, and what they want is personalization. It’s no longer enough to make sure your agents are hitting target KPIs such as average handle time or average wait time - although these metrics are still important - and call it a day. The customer service industry has realized that customer experience (CX) is king. Enhancing CX is one of the best ways to set your business apart from the rest. It’s likely to reap higher ROI too. As of 2017, 81% of companies surveyed…

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12 Ways To Create A Customer-Centric E-Commerce Experience

12 Ways to Create a Customer-Centric E-Commerce Experience

E-commerce is as much about the experience customers have to interact with your brand’s site as it is about the product and price. There are a lot of options for consumers shopping online. Creating an experience that prioritizes convenience, trust, familiarity, and efficiency is key to running a successful e-commerce business. Whether you are working on creating a new experience from scratch, or you want to revamp your current strategies, we’ve put together twelve ways to create a customer-centric e-commerce experience. 1. Give mobile the respect it deserves People are using their mobile devices to make online purchases more and…

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A Guide To Appeasing Angry Customers

A Guide to Appeasing Angry Customers

It is a normal day at the office when all of a sudden you get an angry message from a customer. You know right away that if you don’t handle the situation correctly not only will you lose the customer, but you will also risk them ranting about their experience online. What do you do in a situation like this? What is the best way to calm down your customer to convince them not to cancel their services with you and not to vent their frustrations publicly? Everyone who works on the frontline of a business has had to deal…

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What Is A Client Advocate? Tips To Drive Customer Success With This Unique Role

What is a Client Advocate? Tips to Drive Customer Success with This Unique Role

Success doesn’t end with simply coming up with a product that solves a problem and then getting a customer or client in the door. Rather, both acquiring and retaining your customers is necessary for success. This means making sure your marketing plan is good at getting the right people to buy into your product. This also means ensuring you keep the clients that you’ve already acquired. In fact, once you’ve developed a client base, retention is much more valuable than acquisition. According to the Harvard Business Review, acquiring a new customer costs 5% to 25% more than retaining an existing…

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16 Customer Experience Blogs You Should Be Reading In 2018

16 Customer Experience Blogs You Should Be Reading in 2018

Customer experience is the very lifeblood of a business. From what customers find on your website or in your physical location, to the salespeople they work with and the customer service and support they receive, their likelihood to remain loyal and recommend you depends on more than just the quality of your product. Whether your customers are consumers or businesses, their experience with your brand carries a big influence with their peers. This often extends even beyond their personal networks.   Presently, we are in the age of review sites. On the B2C side, you have sites like Yelp and…

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5 Free Web Conferencing Tools For Your Small Business

5 Free Web Conferencing Tools for Your Small Business

Modern communication tools enable us to work from home, touch base with traveling colleagues, connect with clients and establish new headquarters for growing businesses. But even with the flexibility these tools provide, it’s not uncommon for leaders and employees - even at small, tight-knit businesses - to feel scattered and disconnected amid a lack of on-site interactions and meetings. Choosing the right web conferencing software can help prevent your teammates from feeling like ships passing in the night. With the wrong web conferencing software, meetings can feel like a hassle. An unintuitive user interface can cause some users to have…

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Totango Summit 2016: Key Learnings

Totango Summit 2016: Key Learnings

Note: this article was first published 4/8/16 on CustomerThink. Last week (March 21-22), Totango hosted their annual Customer Success Summit, which brought together leaders who manage Customer Success teams and tech vendors whose software products are used to facilitate customer success strategies. Totango provides customer success management software, which includes user monitoring, alerts about customer health, analytics, nurture campaigns, and BPM tools. Their product is part of a growing practice where B2B companies are focused on making sure their customers are deriving continuous value from their product, to ensure retention, growth and advocacy. Several other vendors, like Gainsight, Bluenose Analytics, Amity, Preact, Natero, and Churnspotter, also provide software designed to…

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Totango CEO Guy Nirpaz Shares His Vision For Customer Success

Totango CEO Guy Nirpaz shares his vision for customer success

  We sat down with the CEO of Totango, Guy Nirpaz, to learn more about their platform and the importance and future of Customer Success. What’s the Founding story of Totango? GN: Our name, Totango, is derived from the saying, “it takes two to tango,” referring to you and your customers.  Our story began when we started thinking about the amazing phenomenon of Cloud and SaaS, and how digital distribution has led to a model where your relationship with customers is often more remote and it is easy for them to leave. We became very intrigued with helping companies retain and…

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Interview With Nick Mehta, CEO At Gainsight

Interview with Nick Mehta, CEO at Gainsight

Gainsight is a Customer Success Management solution. We interviewed Gainsight’s CEO to discuss trends in the space and areas of focus for Gainsight.       How have you seen the CSM industry change in the last couple of years? The way we think about this industry of customer success is really to think first about the profession of customer success, and then think about the technology. Over the last 10 years, more and more business models have shifted to where the lifetime value of the customer comes not from the initial sale, but from ongoing value. You don’t get…

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