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West Corporation

Posted on March 6, 2019 by West Corporation 


Visual IVR Demo: Mobile IVR Bridges the Customer Service Gap

Traditional interactive voice response (IVR) is still the golden standard for self-service. But it’s safe to say it doesn’t have the best reputation in the minds of many consumers. From dated interfaces to limited verbal working memory, there are many reasons a standard IVR fails, and businesses are looking for a more mobile IVR to provide results. Thankfully, a new technology has produced a workable solution: visual IVR. (And don’t miss the visual IVR demo at the bottom of the page.)

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West Corporation

Posted on February 20, 2019 by West Corporation 


What is Preference Management? – 11 Benefits and Best Practices

New technologies continually give customers more options to communicate with their favorite brands. Phone calls. Emails. Texting. Push notifications. Even older channels like fax. But what is preference management going to do to help manage all those channels?

To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one. By understanding your customers’ preferences, you can save money, improve CX and discover 11 key benefits for your business. But first, what is preference management, and why do we call it that? Read More >

West Corporation

Posted on January 25, 2019 by West Corporation 


4 Ways to Reduce Call Volume with SMS

Most companies want to provide good customer service, but every second someone spends on the phone costs money. But instead of trying to reduce call volume, businesses start tracking things like average call length, which leads agents to rush through calls, hurting the customer experience (CX).

Fortunately, there’s an option that both improves CX and lets you reduce call volume, and it’s located in nearly everyone’s pocket: SMS texting. Read More >

West Corporation

Posted on January 7, 2019 by West Corporation 


5 Steps to Optimize Customer Experience in 2019

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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West Corporation

Posted on December 20, 2018 by West Corporation 


5 Types of SMS Conversations for Business

Texting is one of the easiest ways to talk to friends, but is it helpful when communicating with customers? If you’re not effectively engaging your clientele with SMS conversations, you’re missing an important piece of the customer experience.

But don’t just pick up your phone and start messaging everyone who’s visited your store or website. Every company has the option to start five different types of SMS conversations. So read through this list to discover which type is right for your business. Read More >

West Corporation

Posted on November 30, 2018 by West Corporation 


Real-World Best Practices in Manufacturing Operations

No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.

So instead of randomly testing new processes on your own, start with these tried-and-true practices. Each of these four tactics have been put to use by some of the largest manufacturers in their market. But they can be applied by any size manufacturer producing any type of product. Check out these best practices in manufacturing operations and see how you can put them to use in your business.

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West Corporation

Posted on October 23, 2018 by West Corporation 


29 Stats That Show What Consumers Expect from Brand Communication

Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. It’s crucial to know what customers want from customer service. Read More >

West Corporation

Posted on October 3, 2018 by West Corporation 


Customer Journey Mapping: 15 Plot Points Needed in Any Map

Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy. It requires a wealth of data and keen intuition to truly get inside your customers’ heads.

So if you’ve decided to start customer journey mapping, you’ve probably started asking a few questions. Where’s the starting point? How do I know where my customer will go next? Who is this customer, anyway? All good questions, and thankfully, there are a few specific plot points that will form the frame of any good customer journey map. Read More >


West Corporation

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