By Jay Harris, Senior Director of Client Operations
It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan.
But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that. They improved customer experience (CX) and raised prescription refills by 8.8 million thanks to one important strategy: champion-challenger testing. Read More >
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 Jarrett Schmidt, Vice President of Sales
When it comes to your communication infrastructure, which is better: multiple providers or just one?
If you said one, you may think it’s easier to have integrated solutions on one platform, managed by one entity. And if you said multiple, you must realize one provider’s tech may not always be the best at everything.
But you can get the best of both options with a provider that uses a channel-agnostic approach.
Read More >
Whether you are an avid college basketball nut, or were roped into the “madness” and took a more creative approach to team selection (Hey, those jerseys are neat!), there are 9.2 quintillion possible combinations you could have ended up with by the time your March Madness bracket was complete. That’s 9.2 billion written one billion times. You had a lot of tough decisions to make.
Read More >
You’re gearing up for Super Bowl 51 this weekend, right? Imagine if you were settling in with your Best Buds (“King of Beers,” pun definitely intended) and discovered that it was aired via Pay-Per-View (PPV)…
Okay, don’t fret—this isn’t the case—but there are plenty of big TV events that are PPV-only throughout the year.
One leading cable/satellite company seized the opportunity for PPV viewership using proactive communications to promote an Ultimate Fighting Championship (UFC) event that would likely pique the interest of many subscribers.
Read More >
Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.
Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >
Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:
… While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy…
Gordon highlights three big moves organizations can make to address this struggle:
- Evaluate where you are and where you want to be
- Identify gaps in communication between the two
- Prioritize next steps based on mutual value to the brand and customers
Click here to read the full article and dive into each step.
It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.[i] Furthermore, it’s predicted that mobile commerce will account for almost half of all e-commerce by 2018.[ii] Seasoned Silicon Valley gurus have even asserted a probable P.C. extinction as a result of the increasing functionality of mobile devices. Read More >
West is honored to receive the 2016 CRM Service Winner Award for Interactive Voice Response (IVR). Dedicated to helping clients facilitate more rewarding customer interactions, West views IVR as the backbone for a complete, well-rounded multi-channel customer experience. We are proud to deliver a sturdy foundation for more connected communication. Read More >
West is a proud recipient of Frost & Sullivan’s 2015 North American Product Leadership Award in the Contact Center Outsourcing Industry. In the wake of customers’ ever-increasing demand for self-service, mobility and an overall-outstanding customer experience, we are privileged to help brands deliver leading communication technology and winning engagement strategies.
Frost & Sullivan recognized West for innovative multi-channel notifications/alert solutions, clear commitment to building lasting partnerships, and accelerated client growth over the past two years. View the press release here.
They graded West’s overall performance based on a wide variety of criteria such as reliability, performance, design and positioning. West scored an overall rating of 9.00, with the closest competitor trailing at 7.75. Read More >