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...
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...
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