Tag: customer satisfaction

Infographic: the number of channels is on the rise. What’s your plan?

Increasingly, consumers want to communicate by messaging It’s no surprise that today’s consumers are increasingly digital, and that more consumers than ever expect to be able to handle customer service interactions over digital channels. Consumer expectations are clear:…

Read More »

Every customer is a digital customer: the growing digital customer expectation gap

While it’s true that digital technology continues to revolutionize the business landscape at a blistering pace, making it hard to anticipate with certainty what the future might look like even just three years from now, let alone five…

Read More »

The importance of omnichannel customer service for credit unions

It sometimes seems weird to think that the launch of the first iPhone – what many people commonly think of as the “first” smartphone (at least in the way we think of smartphones today) – happened in 2007….

Read More »

Solving the contact center customer/agent cycle of frustration with CRM and channel consolidation

No Picture

It’s hardly news that brand loyalty is gone, and is not likely to return any time soon. In today’s marketplace, brands can no longer expect established brand equity to be a differentiator. What has emerged as the new…

Read More »

Do you have your chatbot? Thoughts from the Facebook F8 Conference

InTheChat attends Facebook F8 Conference

San Jose, Tuesday, April 18 – Every April Facebook hosts its annual F8 Conference, offering two days’ worth of activities aimed at keeping participants up-to-date with the platform’s latest developments. The conference provides an excellent venue for showcasing…

Read More »

Digital Customer Care Boosts Satisfaction in the Wireless Space

Cells talking about customer satisfaction with their cell provider

Digital has surpassed voice. According to a study by J.D. Power, online service tools have won over traditional phone-based care as more wireless customers are resolving inquiries online, either through self-service tools or via live chat. Increased satisfaction…

Read More »

Surviving and Thriving in the Holiday Rush with ITC

Black Friday rings in the retail world’s inevitable holiday rush. Crowded stores, long lines, frantic shoppers and overwhelmed salespeople define the season for many of us. So, it’s not surprising that this year’s Thanksgiving weekend, more purchases were…

Read More »

Happy Employees = Happy Customers = Happy Finance Team

Employee satisfaction

We know that happy employees provide superior customer care; and now that the lines between customer care and marketing are becoming blurred, that same superior customer care will translate into positive marketing opportunities for your brand. These experiences…

Read More »

How Call Centers Everywhere Reduce Cost While Improving Customer Satisfaction

quality speed efficiency cost

Everyone knows the primary job of the call center is service and the main goal of service is to satisfy customer needs and engender a positive relationship with your brand. This achieves happier customers and a good reputation….

Read More »

Digital Services Key to Luring Retail Consumers

retail services icons

A new study of British and American consumers reveals the high cost of failing to adapt to their needs through digital services. The study, which was carried out by American commerce solutions firm Kibo, involved 3,000 people from…

Read More »