Digital Customer Experience Key to Chick-fil-A Rapid Growth

Chick-fil-a-one digital customer service

When one thinks of digital customer service through apps, text messaging, or social media – we’re not likely to think about fast food, an industry that hasn’t changed a lot since the turn of the century. That’s why…

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Boomers’ Demand for Digital Customer Service Jumps!

Seniors using technology

These days Millennials are the drivers of new technology, and for good reason. The soon-to-be largest segment of the population is continuously gaining market influence as they move into their prime earning years. However, focusing on Millennials should…

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Messaging Chat-Bots: Customer Convenience or Pain in the Bot?

Bots for messenger

Witnessing the rapid growth of digital customer service over the past two years, today’s customers have come to expect a variety of messaging options when contacting companies for support. Until recently, Facebook Messenger had been one of several…

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In Customer Experience, Are Numbers More Powerful than Words?

Correct by 5{37abcf34a54b93343e5398ae04805616021ee806af480764212b11c4286aaf7a}, words or numbers

Yesterday I watched a basic accounting tutorial on Lynda.com that asserted that words were not as important as numbers because if we lost all the published novels in the world, life would go on; but if we lost all…

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Maximize Your Digital Customer Experience

Digital customer service experience on a tablet

Many of the world’s top companies are making major strides in their efforts to offer the best digital customer service experience. But a new report shows that many companies are struggling to make this important change. The report…

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Queue Alert, Digital Platform Feature

Queue Alerts for InTheChat

The Queue Alert feature went into effect the evening of May 15, 2016. The ITC digital customer service platform provides a variety of queues that categorize incoming text, social and/or chat communications. Queues are divided by channel but you can…

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Canadians Quietly, Politely Abandon Businesses They Don’t Like

It used to be that people established tight, ongoing relationships with more than just other people – in fact, these kinds of unique relationships often extended to companies and their products. Take, for example, my parents, who’ve only…

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Customers Ditch Companies After Just One Bad Experience, Study Shows

What happens to those businesses that put less thought into customer service experience and engagement? Unsurprisingly, a new study shows the results are anything but pretty. The study, which was carried out by international consulting group Fifth Quadrant…

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The Secret to Providing Best Digital Customer Service Experience

A new study shows that, for a company to implement a successful digital customer service experience, change must be embraced at the very top of the organization. Specifically, the study – which was carried out by international research…

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Better Brands Have Happier Customer Service Agents

Ask any customer service agent what they’d like to change about their job and the first thing out of their mouth is likely to be ‘the customers.’ And it’s no wonder since they face screaming, threats of physical…

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