By Peter Wulfraat, Vice President of Sales
Starting a new project can be exciting, challenging, and scary all at the same time. Whether it’s texting customer service or adding natural language to your IVR, you know a new technology solution has the potential to improve the customer experience, but how will your customers respond?
So how do you answer that question without paying for and implementing a full-scale solution? You start small and take it for a test drive with a pilot project. Read More >
By Emily Bannick, Director of Client Services
Whether you’re looking for a Christmas gift or just treating yourself, mobile shopping has definitively changed the face of retail.
Consumers have shifted from shopping primarily in brick-and-mortar stores to buying their goods and gifts online. And now, another change is occurring as customers bypass their laptops in favor of mobile shopping on their smartphones. Read More >
By Tyler Weaver, Director of Sales
A well-trained, well-staffed contact center is an important step in making a good first impression with your customers, but it’s not the only way nor the most cost-effective. With a strong proactive communication strategy, you can answer questions, create exceptional customer experiences (CX) and address four factors increasing call volume at your business. Read More >
By Mike Snyder, Director of Sales and Pharmacy Experience Strategist
Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >
By Chandler Harrison, Account Development Executive
Surprises are best reserved for birthday parties and bouquets. When disaster strikes, customers are actively seeking answers on the web, sending text messages and scouting out phone numbers to call.
Failing to adequately communicate during emergencies means risking potentially irreversible damage — starting on social media and ending at the bottom line.
Read More >
By Darren Thraen, Director of Sales, Utilities
The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”
Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >
By Jody Kistaitis, Director of Sales
The world runs on data. Data drives sales, justifies infrastructure improvements and provides a visual measure of success. And utilities can even use customer data to improve customer experience (CX).
Your company has data on everything. You know how many kilowatts you produce every month; you can predict volume; and you can use that data to suggest fair rates and important upgrades.
But how are you using customer data to reduce cost and improve CX? Read More >
By Jody Kistaitis, Director of Sales
As much as utility providers may try to create exceptional experiences for their customers, one factor often gets in the way: payments. No one likes to see a bill in the mail, but with the right messaging, your payment process can improve customer experience (CX).
When everything goes right, utilities have little contact with their customers. That’s why every piece of your business’ communication ecosystem must work together to provide great CX. Of course, that includes billing messages. Read More >
You can’t control everything in business, but you can prepare customers and control how you respond.
When the weather starts causing trouble, the problems may not be your fault, but your customers will be looking to you for answers. And proactive communication will go a long way. Read More >
By Ben Page, Director of Sales and Customer Experience Strategist
From schools to corporations, you can find people buried in their smartphones. The ability to work, shop, check finances and share your every thought on a mobile device is now standard.
Many blame technology for widening the generational gap, but that same technology also brings people together by creating an all new generation: the self-service generation. This generation is motivated by independence and efficiency, and it spans all age groups. Read More >