Tag: Customer service
What can customers expect from last-mile delivery over the next five years?
Research shows that online shopping has increased considerably over the last 18 months. According to Statista, in February 2021, 75% of people were shopping online more than in March 2020 pre-pandemic. Demand has risen and so have consumers’ expectations of...
How to build a customer success roadmap?
In the last couple of weeks, the CXM team provided you with a couple of essential guides reflecting on customer experience. This was all part of our initiative to cover the industry basics and further explore the essentials of effective...
Poor customer experience: what’s the real cost?
Time invested in your CX strategy, employee development, and customer loyalty programme may all be for nothing after just one poor customer experience. Can you still afford not to make timely business interventions? Every leader knows that keeping customers happy and...
CX transformation: How to recognize opportunities for change
In this article, our CX star Rebecca Brown explores how to recognize the need for CX transformation. In her unique way, Rebecca will question your beliefs and motivate you to take impactful actions. I’m a firm believer that a consistently...
Communication with customers: Five essential factors
Have you ever observed communication with customers as an outsider? If yes, you are aware of the enormous impact communication has on the overall business performance. Effective communication is doubtlessly at the centre of a memorable customer experience. If a company...
Webinar on the increasing need for speed in customer service
To help businesses explore new demands in the CS industry and prepare for growth, CXM is hosting an insightful webinar in collaboration with Freshworks. They analyzed 107 million support interactions to uncover the elements crucial for delightful customer service. Speed emerged...
How small businesses can compete with big brands using digital channels and live chat
In this article, read how small businesses can compete with big brands and thrive in this overloaded market. The David vs. Goliath fight between small and large businesses has been raging for decades. On the most basic level, large corporations have...
Around 55% of UK adults will prefer digital channels post-pandemic
A heated debate is going on around digitalisation in the last year or so. We’re all speculating about digital trends in 2021 and the future of customer interactions with brands. Will people opt for virtual channels rather than face-to-face communication? According...
Design CX for novice and expert digital users
After a year of dramatic digital acceleration, it is time for companies to seriously reflect on whether their online solutions meet the needs of users across different generations. Due to fluctuating consumer demands in a highly trending e-commerce, the one-size-fits-all...
More haste less speed: why slowing down could be the key to faster customer service
When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT...