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...
Generative AI has emerged as a transformative force in today’s technology and business landscape. This buzzy technology holds much promise in shaping digital customer experiences and revolutionizing how enterprises operate. Through its innate prowess to augment human efforts and generate deep...
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...
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? COPC research shows that most customers prefer...
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...
Whether you’re an ecommerce startup, a brick-and-mortar powerhouse, or an omnichannel brand with both an online and offline presence, your customer experience impacts your revenue. In the best cases, it can be transformative for a business. From customer service to loyalty programs, the...
Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously...
Why use in-app messaging versus push notifications? Yesterday I accidentally left my phone at home. When I told my friends at work, there was a stunned silence, followed by “Do you feel like you’re missing an arm?” It’s true that most people today keep their phone attached to the end of...
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