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Consumers Demand Efficient, Personalized Service Experience: Survey

A new survey reveals just how demanding consumers are when it comes to customer service. Specifically, the survey, which was carried out by New York-based analytics firm Verint Systems, showed that a majority of respondents aged 18-34 said…

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2-Way Text Messaging for Customer Service: Not Enough Successful Implementations

New research from McKinsey & Company, a global consulting firm, reveals the difficulty customer care centers face when implementing digital “e-care” solutions, from 2-way text messaging, email and social media support. The report is based on interviews with…

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4 Ways Enterprises Botch Digital Customer Care

New research from McKinsey & Company reveals the difficulty customer care centers face when implementing digital “e-care” solutions, from text messaging to email and social media support. The report is based on interviews with approximately 70 digital customer…

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Comcast, Bank of America Make Customer Service Hall of Shame

A new report shows that many of America’s biggest corporations are doing a poor job when it comes to customer service. It suggests that new approaches to dealing with customers, such as introducing social media or text messaging…

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Emerging Digital Features Could Prevent Customer Service Disasters, Reports Suggest

A new study by Consumer Reports reveals that many consumers are unhappy with today’s customer service experience. Overall, the report suggests companies need to look to new technologies in order to improve their relationships with existing and prospective…

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Hotel Industry Pioneering Use of Text Messaging for Customer Relations, Report

For many of us, these days it’s actually quite rare to receive a phone call from a close friend, family member, or colleague. That’s because, in most situations, a quick and concise text message satisfies our needs. So,…

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Facebook & Twitter: When Digital Customer Service Experience Collides

Facebook Twitter

What do the airline, telecom and finance industries have in common? They’re the most social media-responsive businesses today. Stats from these industries show Twitter has long enjoyed dominance as the customer service communications channel of choice. But cracks…

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In the Chat Helps Companies Provide An Excellent Social Media Customer Experience

social customer service

For just over four years, In the Chat has been helping companies connect with consumers in digital channels and establish relationships that really matter. Our CEO, John Huehn offered his advice on why brands need to be present…

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