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There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact...
CX Best Practices eCommerce Posted September 29, 2020 The polarity of the pandemic is undeniable. On the one hand, COVID-19 has fostered anxiety and uncertainty across the globe, yet it has also highlighted the strength of the human spirit and our ingenuity in...
CX Best Practices Posted December 29, 2020 In a year dictated by the various stages and devastating impacts of the global pandemic, there have thankfully also been some inspiring moments. These included our ability as a global community to quickly adapt and evolve all...
by: Kustomer November 24, 2020 Kustomer Quickly Helps Rainbow Shops Reduce Abandon Rate by 60%, Improve Agent Satisfaction And Deliver A Modern Customer Experience New York, NY – November 24, 2020 – Rainbow Shops , a fashion retailer with 12,000 employees worldwide, today announced...
by: Andrea Paul, Content Marketing Manager June 3, 2020 Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold...
Every day customer service heroes work hard to deliver radically personal service to customers —where customers feel known, valued, and experience service that feels effortless. This is the story of one such customer, Michael. And his customer service hero, Stephanie. … Meet Michael. ...
Customer service heroes make their job look incredibly easy. But while they might resolve a customer’s issue in a single email, phone call, or chat session, it’s usually the result of a lot of behind-the-scenes work— by them, and the organization at large. Whether it’s liaising with the...
By Brad Birnbaum, CEO & Co-Founder, Kustomer Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer...
By Doug Jarvis, Director of Product Marketing The on-demand economy has made it imperative for businesses to provide service via the communication channels their customers use as part of their daily lives. As a truly omnichannel platform, Kustomer has enabled companies around the world to...
Customers expect their needs to be satisfied every time they engage with a brand. If an organization fails to deliver at any moment, it could trigger the end of the relationship. Of course, it is quid pro quo. Satisfied customers demonstrate greater brand loyalty. For example, organizations that...