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West Resources

The Customer’s Journey When Things Go Wrong

Your customer has a problem. Whether the power went out, T.V. service was lost or a shipment is later than expected, a solution or update is needed now.

Use this chart to see what customers expect from you in these situations and how each step of the journey affects their perception of the experience.

53 Stats That Show What Consumers Expect from Brand Communication

Intrado surveyed more than 500 U.S. consumers to understand how they define high-quality customer experiences. We discovered how communication preferences shift across different situations, channels, interactions and demographics, and we identified which industries are leading and lagging behind.

Take a look at the 53 key consumer stats from the survey that show how you can make the most of your brand communication.

Reduce Call Center Volume From These 5 Types of Customers

There are five types of customers calling your contact center. You need to provide each with a great customer experience (CX) while you reduce call center volume and increase profitability. Meet all of your goals — no matter what kind of customer is calling — with Proactive Notifications from West, a managed services provider.

Outbound messaging, like SMS notifications, have helped businesses in all industries — from financial to travel to pharmaceutical — cut costs, reduce inbound call volume, increase revenue and improve CX. So check out this infographic to see a few success stories and learn how you can do the same.

Transitional Care Management: The Case for Incorporating Automated Patient Communications

Medicare’s billing codes for Transitional Care Management (99495/99496) highlight the importance of timely post-discharge contact with patients by provider offices, and timely face-to-face follow up and evaluation by TCM providers. Incorporating automated patient communications can facilitate efficient and effective handoffs, and support a consistent track of care to help providers earn TCM reimbursements and avoid hospital readmission penalties.

West Healthcare – Care Coordination: Provider and Patient Impact

The National Quality Forum defines care coordination as “a function that helps ensure that the patient’s needs and preferences for health services and information sharing across
people, functions, and sites are met over time.”

Providers that engage in care coordination are more efficient, more trusted, and experience far less wasteful spending. Patients are better informed of their care plans, have lower hospital readmission rates, and receive higher quality care at a lower cost. Contact West to learn how Clinically Managed Services can help you.

Voice Customer Service 101

3 in 5 people expect to be able to call for customer service. See the best solutions for customer inquiries.

Social Media Customer Service 101

17% of people expect to be able to use social media for customer service inquiries.  See the best solutions for customer service engagement.

Text/SMS Customer Service 101

Engagement rates with SMS messages are 6-8 times higher than those of proactive email communications.  See the best solutions for using SMS for customer service.

Email Customer Service 101

3 out of 5 people expect to be able to use email for customer service inquiries. See the best solutions for responding to customer questions.

How Brands Are Winning Big with Speech

See how customers in the Airline, Retail, Financial Services, Cable and Telecommunications industries are winning with Speech and Natural Language (NL) enabled IVRs.