Insights

Insights to Make Memorable Customer Experiences

Get the latest strategies, trends, and real-world insights to improve every customer interaction.

24 November 2024

The Benefits of Communicating Via Your Customers’ Favorite Channels

Customers prefer to interact with businesses in different ways. Some consider email the ultimate customer support tool while others are more comfortable with social networks.

23 November 2024

IVR Deflection Through Conversational AI

Waiting on hold in a call center queue to get help is often a frustrating experience. In fact, 55% of consumers identify it as the most frustrating part of any customer service experience (Forbes).

11 November 2024

The Conversational Flywheel – Continuously Improving Customer Support

The Conversational Flywheel is an approach to managing customer interactions that enables businesses to meet customer needs through quick, personalized, and cost-effective multi-channel support.

5 November 2024

Four Key Benefits of a Dedicated CCM Solution

For companies that deliver high volumes of communications such as letters, invoices, statements, policies, contracts, and customer correspondence, a CCM (Customer Communication Management) system is a powerful tool.

2 November 2024

How to Deliver Personalized Messaging That Really Converts

Competing on price and product quality isn’t enough. Businesses also need to offer a smooth and satisfying digital experience. And personalized messaging plays a big role in achieving that.

2 November 2024

Understanding Generational Differences In Customer Communication Preferences

Your customers have access to more channels now than ever before. And they expect businesses to recognize this and cater to their unique channel preferences. Interestingly, age heavily influences these preferences.

5 October 2024

Speak Your Customer’s Language – How Multilingual Customer Chat Makes Customers Feel Valued

In any market, customer experience is a critical competitive battleground. Effective communication is central to providing satisfying experiences and long-lasting customer relationships.

2 October 2024

Boosting Retail Revenue With Omnichannel Communication

The traditional retail sector is under immense pressure. And that pressure is coming from all angles. Faced with an abundance of choices, consumers are becoming increasingly selective. They want affordable, high-quality products backed by satisfying customer experiences and outstanding customer support. They will quickly abandon retailers who cannot deliver on all three fronts.

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