While many shoppers still rely on traditional customer service channels like voice, others — like millennials and Gen Z who use SMS , chat , and social media regularly in their day-to-day — prefer digital channels. In fact, 87% of service professionals have seen an...
Loyal shoppers are the backbone of any successful business, and while customer churn is a common issue, it’s one that you can solve. By paying attention to the right customer retention metrics for ecommerce, you will be able to determine how your team is succeeding and where there are areas for...
When it comes to satisfying the munchies, this consumer packaged goods client is a powerhouse in serving the yum. Operating in locations found across the world, this company leads with notable, well-loved global and local brands found in the average household. To meet its commitment to ensuring...
At some point, nearly everyone has experienced the frustration of a long wait time when contacting a brand’s customer service line. Whether it’s elevator music or having to repeat their issue to multiple advisors, customers can be wary of contacting customer service. The numbers don’t lie:...
Building out proactive service is key to creating stronger customer relationships that ultimately increase long-term value. Every channel has the opportunity to employ proactive customer service strategies when brands use the right tools, training, and automation to execute them. Let’s take a...
Adding Messaging for Business to Your Communication Channels Striking a balance between providing exceptional customer experience and optimizing operations is a main challenge for brands today. Email has historically been a primary channel for communicating with...
This article was written by Paul Joustra, Head of Transformation at Teleperformance. The more satisfied a customer is, the higher the chances they will make another purchase. And very satisfied customers often become advocates. But since the beginning of the pandemic, a significant change in...
Consumers are staying home, and it looks like that might not change any time soon. But what also isn’t changing is customers’ high expectations for quality service. This creates a particularly unique challenge for brands that are more accustomed to serving customers face to face as they move to...
The word channels once meant something very simple. When I was a kid, it literally referred to the four television channels in existence: ABC, CBS, NBC and, of course, PBS — home of Mister Rogers and Sesame Street. Today, in the business world at least, the word channels has a...
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...
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