By Molly Slater, Sales Engineer
If you’re listening to your customers, you know there’s one channel many of them prefer to use to communicate: texting. But how do you send each of them a personalized message that meets their need?
The expectation is increasingly common, as is the above question. Fortunately, any business can deliver the experience customers crave with the help of a managed SMS provider. Read More >
By Dan Gordon, Senior Vice President of Strategy and Development
It’s not enough to have the best products or the best marketers anymore. Customers are looking to make connections with their brands. They want to feel like they’re cared for and that they got more than just a good deal. They’re looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.
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By David Orwick, Product Development Manager
Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. 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 Doug Thompson, Director of Product Management
Customers expect more from their brands than ever before. They’re looking for the products, services or information they want on the channel they want, when they want it. And with texting emerging as the clear channel of choice, strong proactive engagement strategies are more important than ever. Read More >
By Aaron Fisher, Vice President of Innovation
Unless you’ve been living unplugged for the past two years, you’ve almost certainly heard the buzz around exciting developments in artificial intelligence (AI), machine learning and bots. Read More >
By Bruce Pollock, Vice President of Strategic Growth Planning
Every year, the Customer Experience Professional Association hosts CX Day, in which thousands of consumers and CX professionals honor customer experience achievements through online posts, company celebrations and local networking events across the world.
CX software and service vendors gleefully spread the festive spirit across their websites, social media and to their prospects’ email inboxes. Industry bloggers and other CX aficionados don’t dare miss the opportunity to offer key dos and don’ts. And in hallways, boardrooms, and home offices afar, CX professionals leverage the day to promote their plans and successes to date and buck for new budget dollars for their cause.
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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 Julie Wajda, Product Development Manager
So you’ve decided to move your contact center to the cloud. Great decision! But there are a few more choices to make, including which solution is right for you: SaaS or managed services. Read More >