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Email Customer Service Tips and Best Practices

Email Customer Service Tips and Best Practices | Contact Center Software | Scoop.it
Email customer service allows for efficient, timely, and thorough communication.
Vocalcom's insight:

Before the advent of social media, email was the prime method of written online communication. Yet, in our modern age, social media platforms seem to dominate as channels for quicker and savvier communication, playing an increasingly important role in the customer service sphere. However, just as email continues to serve people in their daily professional and personal communications, its significance in customer service should not be underestimated. An Econsultancy report found that 60% of consumers still prefer customer service via email, while an American Express study found that 38% of customers still turn to online customer support or email for simple issues. How can companies be sure to engage efficiently with customers on this all-important channel and deliver exceptional email customer service?

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Contact Center Software
Vocalcom was founded on the principle of a wonderful user experience, providing a contact center software based on an innovative design and useful functionality. More than 3,500 companies such as McDonald's, Disney, and ITV are using Vocalcom to sell more, and serve better. Loved by 550,000+ users for its beautifully crafted interface, Vocalcom is the leading global provider of cloud customer contact and sales acceleration technology, that enables both Sales and Service departments to unlock massive productivity gains and deliver a personalized customer service experience regardless of the channel - enabling simple and intuitive interaction with any customer.
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Recordsign : le tout en un de la souscription digitale

Recordsign : le tout en un de la souscription digitale | Contact Center Software | Scoop.it
Le salon Stratégie Client, qui se tient du 14 au 16 avril à la Porte de Versailles, sera l'occasion pour Vocalcom de lancer Recordsign : le tout en un de la souscription digitale. Laurent Lamberty, directeur du programme Recordsign, fait le point sur les atouts de la solution.
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Giving Customer Service a Human Touch in Our Digital Age

Giving Customer Service a Human Touch in Our Digital Age | Contact Center Software | Scoop.it
In our increasingly digital age, a customer service human touch is necessary to building long-term customer relationships.
Vocalcom's insight:

In our digital age, customer service seems to be shifting constantly toward automation. Customers are saving time through self-service options such as IVR menus, finding answers on brand websites with FAQs, and, most recently, chatting with bots through messaging apps. Technology is indeed transforming the customer experience for greater efficiency, but what about the human touch? Certainly, there are still customer service agents behind these channels, but if customers cannot feel their presence, gain the reassurance of human support when needed, and feel understood as individuals, brand-customer relationships could suffer.

Lee Sitch's curator insight, September 17, 2016 11:13 AM

In our digital age, customer service seems to be shifting constantly toward automation. Customers are saving time through self-service options such as IVR menus, finding answers on brand websites with FAQs, and, most recently, chatting with bots through messaging apps. Technology is indeed transforming the customer experience for greater efficiency, but what about the human touch? Certainly, there are still customer service agents behind these channels, but if customers cannot feel their presence, gain the reassurance of human support when needed, and feel understood as individuals, brand-customer relationships could suffer.

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5 Essential Channels for Conversational Commerce

5 Essential Channels for Conversational Commerce | Contact Center Software | Scoop.it
Conversational commerce is taking customer experience to a whole new level on these five popular channels.
Vocalcom's insight:

Conversational commerce is rapidly changing the way businesses engage with customers. Messaging apps, chat interfaces, and SMS continue to dominate as daily communication channels, paving the way for brands to find new and meaningful ways to deliver great service and drive brand growth. However, with all the different terms used these days to define this new revolution in customer experience, it may be difficult to understand just how conversational commerce works and which channels are involved. Here’s a closer look at the five essential conversational commerce channels and how brands are using them to redefine great customer experiences.

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5 Ways Chat Bots Will Revolutionize Customer Service

5 Ways Chat Bots Will Revolutionize Customer Service | Contact Center Software | Scoop.it
Chat bots enable faster, efficient, and personalized service for more seamless customer experiences.
Vocalcom's insight:

Customer service is rapidly evolving in this new era of conversational commerce. As messaging apps increasingly become prime channels for customer engagement, brands are shifting focus to providing more personalized, comprehensive, and timely service. The hot new technology to deliver such premium service is chat bots, which many believe will transform customer service as we know it. 

 

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7 Rules for Account Based Selling

7 Rules for Account Based Selling | Contact Center Software | Scoop.it

Everywhere you turn right now, it feels like there’s something being written about Account Based Selling or ABS. Although ABS is not new, analytics and automation are breathing new life into this sales methodology.

Vocalcom's insight:

Everywhere you turn right now, it feels like there’s something being written about Account Based Selling or ABS. Although ABS is not new, analytics and automation are breathing new life into this sales methodology.

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The Art of Amazing Your Customers - 11 Powerful Customer Service Lessons - Linkis.com

The Art of Amazing Your Customers - 11 Powerful Customer Service Lessons - Linkis.com | Contact Center Software | Scoop.it

Being average means you are as close to the bottom as you are to the top. - John Wooden


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Customer Personalization Key to Building Positive Customer Experiences

Customer Personalization Key to Building Positive Customer Experiences | Contact Center Software | Scoop.it
Customer personalization enables companies to provide memorable experiences for consumers by treating them as individuals.
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How to Use Facebook Messenger to Offer Great Customer Experiences

How to Use Facebook Messenger to Offer Great Customer Experiences | Contact Center Software | Scoop.it
Facebook Messenger offers great potential for customized, real-time customer service and an enhanced sales experience that customers will love.
Vocalcom's insight:

Like other social platforms, Facebook is constantly evolving to offer optimized features for its users. Brands have also taken notice in recent years, often integrating Facebook into their omnichannel strategy for customer service through the creation of company pages for customer feedback and support. However, it’s only recently that Facebook itself has acknowledged its potential for business by creating features specifically for brands that wish to enhance their customer engagement. Building upon its already popular Messenger platform, Facebook unveiled Businesses on Messenger earlier this year, encouraging brands to engage with the actively growing Messenger user base of 900 million users for personalized customer service and sales growth. So how can your brand make the most of this channel in this new era of conversational commerce? Here are six tips businesses can follow to create great customer experiences on Facebook Messenger.

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Walking in your Customers' Footprints

Walking in your Customers' Footprints | Contact Center Software | Scoop.it
Vocalcom's insight:

Last week I was passing through a major North American airport and when I went to the washroom, I was greeted by the device in the picture, happily asking me to rate the cleanliness of the restroom. The irony was palpable…if the washroom was really in a bad state, well, while I would really want to give that feedback to them – I would, under no circumstance, ever touch those buttons after coming out of the washroom (especially a dirty bathroom). 

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Organizational decision-making drives customer loyalty

Organizational decision-making drives customer loyalty | Contact Center Software | Scoop.it
Organizational decision-making speaks to the idea of driving forward new concepts. If you're building a customer-focused culture, how do you do that?
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Customer Experience Delivery: Prepare Privately | #cx #custserv - Kate Nasser

Customer Experience Delivery: Prepare Privately | #cx #custserv - Kate Nasser | Contact Center Software | Scoop.it

Prepare for customer experience delivery privately, not in front of customers. 

Vocalcom's insight:

Have your customers heard you discussing your sales and customer experience delivery strategy? Do you want them to? The following examples illustrate the risk.

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5 Benefits of Conversational Commerce for Customer Experience

5 Benefits of Conversational Commerce for Customer Experience | Contact Center Software | Scoop.it
Conversational commerce offers a streamlined, personalized, and comprehensive customer experience in the popular context of messaging.
Vocalcom's insight:

As brands strive to personalize customer service with the latest cutting-edge technology, conversational commerce is increasingly becoming the gateway to great customer experiences. Combining sophisticated automation with human intervention, conversational commerce holds great promise for the future of customer experience as it builds upon existing technologies and already popular customer messaging habits rather than reinventing the wheel. 

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The Sales Whisperer: A Sales Tool You Can't Live Without

The Sales Whisperer: A Sales Tool You Can't Live Without | Contact Center Software | Scoop.it

Sales leaders need to understand that what modern sales systems can do for their business has evolved beyond the tools they used when in front-line sales.

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5 Essential Ways to Win Customer Loyalty

5 Essential Ways to Win Customer Loyalty | Contact Center Software | Scoop.it
Proactive customer engagement, agent empowerment, and an authentic human touch go a long way toward gaining loyal customers.
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5 Reasons Omnichannel Matters in Modern Customer Experience

5 Reasons Omnichannel Matters in Modern Customer Experience | Contact Center Software | Scoop.it
Omnichannel is critical to making brands accessible to customers and giving them more options for in-depth service.
Vocalcom's insight:

With all the talk of messaging apps and social media these days, one may wonder if omnichannel still plays a valuable role in customer experience. Conversational commerce is shifting the way brands interact with customers, making the mobile experience more optimized and appealing than ever. However, it’s for precisely this reason that omnichannel remains necessary, and even critical, to delivering great customer experiences. As customers expect service to improve and become increasingly more sophisticated, they also expect it to be more available. This means that brands should be optimizing their overall omnichannel strategy to meet this demand. Here are five specific reasons why omnichannel continues to matter in modern customer experience.

 

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6 Ways Conversational Commerce is Changing Mobile

6 Ways Conversational Commerce is Changing Mobile | Contact Center Software | Scoop.it
Conversational commerce is redefining the mobile experience through increased customer engagement, sales, and consumer confidence for brand loyalty.
Vocalcom's insight:

Mobile use is on a steady rise, with an increasing number of people using smartphones for everything from web research to messaging apps on a daily basis. According to Wired, the number of smartphone users is expected to reach 5.9 billion in fewer than five years. While many brands have long integrated customer service into their mobile customer engagement through mobile sites or brand apps, the surge in mobile use has led to tremendous new opportunities for marketing and sales. 

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6 Fun and Powerful Training Games for Customer Service Teams

6 Fun and Powerful Training Games for Customer Service Teams | Contact Center Software | Scoop.it
Six fun and powerful games used to train world class customer service teams.
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How Conversational Commerce Will Transform the Sales Experience

How Conversational Commerce Will Transform the Sales Experience | Contact Center Software | Scoop.it
As messaging apps become more popular than ever, conversational commerce is simplifying and optimizing the sales experience on these channels.
Vocalcom's insight:

As conversational commerce takes modern customer experience into a new era, businesses are eagerly keeping up with the hot new trend and redefining the sales experience. Consumers are using their mobile devices more than ever, most notably their messaging apps. Furthermore, mobile users continue to use their devices when researching products and making purchases. According to Google, 81% of smartphone purchases are driven by spontaneity, while a Latitude study found that 63% of people expect to shop more on their mobile devices in the next couple of years.

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4 Ways to Engage the Fickle Mobile Customer

4 Ways to Engage the Fickle Mobile Customer | Contact Center Software | Scoop.it

Like most, I reach for my smartphone when I have a moment to spare. Thirty seconds is enough to check my email or visit my favorite websites to see what’s new or on sale. A minute can be enough to complete a purchase when I’ve made a decision.

Vocalcom's insight:

Like most, I reach for my smartphone when I have a moment to spare. Thirty seconds is enough to check my email or visit my favorite websites to see what’s new or on sale. A minute can be enough to complete a purchase when I’ve made a decision.

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State of IT Research: Leading Teams Go All-In With Cloud

State of IT Research: Leading Teams Go All-In With Cloud | Contact Center Software | Scoop.it

What’s your attitude to the cloud? New research suggests the answer to this question could be the difference between business success and failure.

Vocalcom's insight:

What’s your attitude to the cloud? New research suggests the answer to this question could be the difference between business success and failure. This year’s global State of IT report reveals that 72% of top-performing companies are moving their core infrastructure and data to the cloud – lifting the burden of maintenance and security from their own IT teams. Only 37% of underperforming companies do the same.

 

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How Digital Disruption Is Altering Consumer Behavior | SessionCam

How Digital Disruption Is Altering Consumer Behavior | SessionCam | Contact Center Software | Scoop.it

Consumer behavior is evolving. Advancements in technology are changing where, how, and why consumers purchase products. Nowadays, customers can research services before buying. And they can purchase what they need with one click of a button. Businesses are recognizing this behavioral shift.

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The Rising Dominance of Messaging Apps for Customer Service

The Rising Dominance of Messaging Apps for Customer Service | Contact Center Software | Scoop.it
Messaging apps represent the intersection of everyday convenience, personalization, and advanced technology for truly optimized customer experiences.
Vocalcom's insight:

Customer service practices are always evolving, often due to new technologies that simplify and enhance the customer experience. Yet, with the hot new trend of conversational commerce, familiar names are surfacing as prime channels for customer engagement. The development of chat bots for customer service is certainly a technological advancement, but the platforms that host them are anything but new. Whereas messaging apps like WeChat, WhatsApp, Kik, and Facebook Messenger were once intended for personal communication, they have now become the ultimate channels for quick, efficient, and personalized customer engagement.

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The Top 5 Sales Enablement Mistakes To Avoid (But You Are Probably Aren’t)

The Top 5 Sales Enablement Mistakes To Avoid (But You Are Probably Aren’t) | Contact Center Software | Scoop.it

There is no doubt that sales enablement technologies are a huge trend for forward thinking leaders looking to increase sales and find a better way of doing things. 

Vocalcom's insight:

There is no doubt that sales enablement technologies are a huge trend for forward thinking leaders looking to increase sales and find a better way of doing things. Unfortunately, as organizations implement and adopt these new technologies, we are seeing some common practices that can actually backfire and work against improving sales performance.

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Marketing Automation vs. Email Service Providers - Which do I need?

Marketing Automation vs. Email Service Providers - Which do I need? | Contact Center Software | Scoop.it
“Why not just go with an ESP?” It’s a question you might come across while deciding whether marketing automation is the right solution for your business, but a better question is: What’s the difference between the two?
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From personalized to predictive: how to harness the next big boom in experience

From personalized to predictive: how to harness the next big boom in experience | Contact Center Software | Scoop.it
Founder of Digital Surgeons shares why the shift from marketers to machines is smart for the entire customer lifecycle. 
Vocalcom's insight:

Marketers have been trying to master personalization since the moment the gesture driven interfaces and small screens of mobile devices rendered desktop customizations useless.  

Who’s my audience? How do I personalize the creative? How do I personalize the offer? How do I figure out how to engage consumers in a more meaningful way? What can I show that’s going to drive purchase?

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Chat Bots: Automated Service Meets the Human Touch

Chat Bots: Automated Service Meets the Human Touch | Contact Center Software | Scoop.it
Chat bots combine the efficiency of automation with the human touch for the ultimate, personalized customer experience.
Vocalcom's insight:

Many brands these days count personalization as a top priority in customer experience. Customers value their time and look for efficiency, yet they still want experiences tailored to their needs. Automated service delivered through such technologies as IVR and click-to-chat buttons can ensure efficiency, and the prospect of connecting to an agent provides the human touch that customers continue to seek. Yet such practices may soon become a thing of the past with the emergence of chat bots, a power tool for brands that just may deliver the best of both automation and personalization accented by a human touch.

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