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Vocalcom is one of the foremost players in cloud contact center and conversational commerce technology.
Vocalcom is one of the foremost players in cloud contact center and conversational commerce technology.


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How AI Drives Targeted Customer Engagement šŸ“²

Artificial intelligence is transforming business practices across many industries. From retail to finance to entertainment, the technology can be used to target key customers with great accuracyā€”suggesting the right products and services to exactly the right people at optimal times. Indeed, many brands are turning to chatbots that are capable of deep learning, becoming smarter as they interact with customers and offering personalized solutions adapted to individual needs. Here are five ways in which AI can be used to drive targeted customer engagement and sales for your business.

Understand customersā€™ web browsing habits

Artificial intelligence engines may initiate the customer engagement process by collecting data on web browsing habits. For example, if a person uses a search engine to look for athletic shoes or asks a friend for a product recommendation on a social media channel, AI can capture this data. This information then informs sales and marketing teams, enabling them to create targeted ads for such a customer. By understanding customersā€™ expectations and preferences, companies are able to identify the strongest leads and better understand what consumers are looking for.

Make targeted offers on preferred channels

Using the data collected, companies may then offer targeted ads on customersā€™ preferred websites and channels. For example, an active Facebook user may spend considerable time looking for shoe recommendations on this social channel. Based on his behavior, a shoe manufacturer may target this person with a Facebook ad that meets his needs. If the customer has specified key terms such as colors, sizes, or models, the ads may specifically feature those characteristics.
Offer personalized assistance during the purchase process

Once the customer is motivated to engage with the brand, AI can step in and offer personalized assistance during the purchase process. Chatbots may answer simple questions and help the customer understand the different products available before making a decision. For example, footwear retailer Zappos uses AI to predict the best shoe sizes for customers, helping them choose the exact products that fit their needs.

Create upselling and cross-selling opportunities

The moment of sale is also a prime time to act upon upselling and cross-selling opportunities. The Gaumont PathƩ cinemas, for example, use AI to propose many options to customers when they are making a movie ticket purchase. In addition to helping them choose showtimes and seats, a chatbot invites them to order snacks in advance, creating a cross-selling opportunity that also provides convenience and satisfaction.
Follow up with an invitation for further engagement

Once a customer has made a purchase, AI can use the data collected for further engagement. If a customer has completed a one-day trial at a gym, for example, AI can follow up with him to learn more about his experience. The customer may then be offered a special discount for a gym membership, prompting him to engage more with the company and enjoy additional products.

In many ways, AI has removed the guesswork that sales prospecting once entailed. Companies no longer have to waste time contacting potential customers outside of their target audience. With artificial intelligence, it is now possible to engage the strongest leads with great precision, driving sales and customer satisfaction. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Customer Expectations Your Brand Needs to Meet šŸ›
What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift. While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs to meet to satisfy all customers.

Technology that simplifies the customer experience

Customers are not afraid of using technology to find answers or complete tasks. According to Location World, 40% of adults now use a virtual assistant such as Siri or Alexa once per day. These habits also extend to their interactions with businesses. Chatbots Magazine states that 67% of people expect to use messaging apps when engaging with a brand. When implementing any kind of technology, always ask if it will serve the customer well. Your chatbots should be able to answer questions promptly or complete a purchase without difficulty. IVR menus should route customers seamlessly to qualified agents. A live chat invitation must be well-timed and assist the customer when he needs help the most. Use technology to simplify your customersā€™ lives.

The option to speak to an agent

Self-service options are excellent for saving customers effort. However, there are times when customers simply want to speak to humans. According to Glance, 67% of customers hang up the phone when they are unable to reach a service representative. For this reason, your customers need to know that there is always someone available to help them. If you are using chatbots to provide service, make sure that human agents work alongside them. When placing customers on hold, keep the waiting time to a minimum. Lastly, make sure that IVR menus direct customers to the correct departments, and always offer the option of speaking directly to an agent if there is a problem navigating the menu.

Seamless interactions

The best omnichannel experiences are seamless ones. When customers experience difficulty finding information or switching channels, your brand image suffers. Accenture states that 89% of customers become frustrated when they need to repeat information to multiple agents. Kampyle further cites that 87% of customers think brands need to offer more consistent experiences. Ensure that your brand offers quality content and accurate information across all channels, and be sure to optimize your mobile site as well.

A relationship built on trust

Is your brand worthy of your customersā€™ trust? These days, itā€™s critical to comply with laws that protect customer data. In addition to keeping customers informed about when and how their data is used, take steps to empower them. For example, always follow up a purchase with a detailed order confirmation summary. When communicating on a public channel such as Twitter or Facebook, make sure that agents do not share personal details and are quick to move customers to a private channel. Sending a consistent brand message is also important for building trust. If your company offers a promotion on its website, other channels must offer the same information. If your brand statement mentions a commitment to eco-friendly practices, your products should reflect that principle. Customers must be able to identify your purpose and feel confident in your practices no matter which channel they use.

Personalized experiences

Customers seek personalized experiences that match their tastes. Offering them products and services based on their preferences is one way to do so. Marketing materials should be tailored to their individual needs, and communications should take place on their preferred channels. According to Salesforce, 75% of customers will want to shop with companies that offer personalized experiences by 2020.

Every customer relationship needs to be nurtured. Take the time to understand what your customers want, and tailor your practices to meet their needs. When you listen closely to their expectations and deliver great service consistently, you will earn their confidence and win their long-term support. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Tips for Managing Customer Data šŸ’»šŸ‡ŖšŸ‡ŗ

Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, itā€™s no wonder that consumer confidence has been impacted. A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites to protect their data. With the recent enactment of GDPR, the European Union is further putting pressure on companies to protect customersā€™ personal information and be more transparent about how it is used. In addition to following new privacy laws, here are five general tips your brand should follow when handling customer data.

Communicate your data privacy policy

Customers need to understand exactly how their data will be used. Using clear and simple language builds their trust in your company and can help you avoid any issues or sanctions at a later time. In addition, itā€™s important to keep your customers updated about their privacy rights. For example, customer newsletters and marketing communications should make references to your data privacy policy.

Allow customers to opt out

Whenever your brand uses data for marketing purposes, always give customers the right to opt out. Even if your customers have given you permission to use their data, they need to feel empowered to make decisions regarding its use. For example, allow them to unsubscribe to email communications or request less frequent notifications.

Take measures to protect customer data

Your company can take many measures to protect customer data. Consider limiting data access to just the employees who have direct customer contact. Another way to build customer confidence is by collecting the minimum data your company needs. In this manner, customers will not feel that you are asking for too much personal information, and your company will not be overwhelmed by excessive data that cannot be used efficiently.

Provide secure experiences

Encryption technologies are essential to protecting sensitive information. Be sure to protect passwords, credit card numbers, and other important data, and make sure customers know that you are using such technologies. When they make a purchase, for example, indicate that the process is secure and post an icon that represents the technology you are using. In addition, make sure that employees never exchange sensitive information over social media platforms. Conversations should be moved to a private channel whenever a customer needs to discuss a specific case or make a purchase.

Use data to give customers better experiences

You may be collecting customer data to grow your business, but are you also improving the customer experience? Brand growth is only possible when you give your customers what they really want. For example, use data to recommend more relevant products on customersā€™ preferred channels, offer better service across all touchpoints, and provide a more seamless experience when customers navigate your website.

Respecting data privacy laws wins customer confidence, and using data to create better experiences wins loyalty. As your company navigates the sometimes complex rules of data management, remember that the ultimate goal is to use data to provide secure and seamless experiences that win customer trust. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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How to Provide Exceptional 24/7 Customer Service āœ…

In our digitally connected world, customers want to engage with brands whenever they need to. Many companies consider an omnichannel approach the solution to this problem, but there is one question that must be answered: Is your brand accessible 24/7? According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. If offering live agent support at all times is not possible for your brand, these six tips will help you deliver exceptional 24/7 service that your customers will love.

Use artificial intelligence for simple requests

When a mobile customer wants to make a simple request, chatbots can be as efficient as human agents. For example, if a customer wants to know the business hours of a retail store or the expected delivery date of a recent purchase, he can contact your brand through a messaging app and receive chatbot support. Chatbots enable your brand to provide assistance when agents are unavailable. During business hours, these chatbots can handle easy tasks so that agents can spend time on more complex cases.

Send automated email responses

While automated email responses do not actually answer customersā€™ questions, they can reassure customers that their cases will soon be handled. When a customer contacts your brand via email, always follow up immediately with an email. Acknowledge receipt of the message, and give an approximate response time. You may also include self-service information such as links to frequently asked questions, and your brand may even assign a case number to the customer right from the start.

Offer self-service options

Customers can save time if you offer them self-service options. One of the best ways to ensure 24/7 service is to provide rich information that they can access anytime. For example, provide a list of frequently asked questions on your website and update it regularly. Video tutorials are also excellent self-service tools, engaging the customer in a fun way while educating them at the same time.

Create discussion forums on your website

At times, customers may have complex issues that your frequently asked questions list does not address. Since other customers may have experienced the same problems, your brand can actively encourage them to discuss. Create a discussion forum on your website that invites customers to discuss topics by theme. Make sure an agent moderates the forum and engages in the discussion whenever customers are unable to resolve a problem.

Engage customers on social media channels

Some of the self-service content featured on your website can also be posted on your social media channels. For example, frequently asked questions and video tutorials may be shared. During business hours, agents should respond to any new questions or comments that have been posted, offering further support when needed.

Allow employees to work remotely

Many companies provide 24/7 agent support by hiring employees in different time zones. If that is not possible for your company, one other approach is to allow your agents greater flexibility by allowing them to work remotely. For example, some agents will be happy to work later hours if they can work from home. Customers may benefit from longer support hours, while employees may enjoy better working hours.

Providing exceptional 24/7 customer service is undoubtedly challenging. However, by anticipating your customersā€™ needs and finding proactive solutions, you will help them find what they need and build a reputation as a reliableā€”and accessibleā€”brand. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Ways to Boost Your Net Promoter Score šŸ“ˆ

Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. While surveys and customer satisfaction scores reveal your clienteleā€™s feelings about products and specific service interactions, the NPS offers a comprehensive view of their sentiments regarding their overall experiences with your brand. To boost your NPS and turn your customers into loyal brand advocates, consider these five tips.

Streamline service across departments

Customers seek seamless experiences. When they are transferred too often between agents or departments due to failed internal communications, everyoneā€™s time is wasted. Your company must ensure that data is managed and shared efficiently with the help of a CRM solution, so that agents may offer better service. With that said, always aim to provide quality experiences. While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty. Customers prefer to make contact once and find the answers they are seeking.

Analyze Voice of the Customer data

Understanding how your customers feel is essential to giving them great experiences. A comprehensive review of Voice of the Customer data will reveal all the ways in which your company could better address customer needs. Social listening tools, surveys, and transcripts from service interactions can all shed light on customer expectations.

Remember the human touch

To make every experience truly personalized and memorable, add a human touch. Customers should feel itā€™s a pleasure to engage with your company. Employees should be trained to sharpen their interpersonal skills and use positive language. Web copy and marketing communications should also feature a natural, friendly tone that reflects how your customers actually speak. And donā€™t neglect your employees eitherā€”they also need to feel appreciated. Their feedback needs to be taken seriously, and they should be given professional development opportunities as well as rewards for their efforts. Employee satisfaction is crucial to customer satisfaction.

Encourage customers to share their opinions

Instead of merely responding to online comments, be proactive and encourage your customers to talk about your brand. Create a feedback forum on your website where they can freely discuss their thoughts. You may also ask customers to leave recommendations and reviews on your social media channels. Offering incentives can further persuade quiet customers to become more vocal advocates. Employ customer service agents with strong conversational skills to work on these channels, as they will keep the dialogue pertinent and interesting while stirring up enthusiasm for your brand.

Follow up with customers after they provide feedback

When your customers provide feedback, they are giving you their time and offering valuable insights. To win their attention and respect, begin by making the process easy, such as keeping surveys short. But the most important thing you can do is a step that many brands ignore: Contacting customers again once improvements have been made. For example, if a customer mentions that it takes too long to reach an agent by phone, your company may inform him once the IVR menu has been redesigned to route callers more efficiently. Showing your customers that their suggestions led to concrete actions is a sure way to win their loyalty.

Customer loyalty can only happen when your company works as a team. By establishing clear communications, addressing customer emotions, and humanizing each experience, you can boost your Net Promoter Score and earn the admiration of your customers. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesalesĀ #salestipsĀ #SalesAcceleration #sales #convcomm #Chatbots #Botsā€Ø
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Voice of the Customer: The Key to Brand Success šŸ”Š

As customer service trends continue to shift toward personalized and emotionally connected experiences, it is more important than ever to understand how customers feel. While most companies collect feedback in some form, many are going a step further by implementing Voice of the Customer, or VOC, processes. In simple terms, VOC refers to a process or system for gathering customer feedback across channels and using the data to improve products and services. And just how effective are they? According to Aberdeen Group, companies that employ a VOC strategy generate a ten times greater year-over-year increase in annual revenue. Here are five ways to use Voice of the Customer data to drive brand success.

Gather feedback face-to-face

One way to gather in-depth feedback is by actually meeting your customers. Conduct interviews with them to better understand why they support your brand, and learn how you could improve. Truly satisfied customers may be willing to film their interviews so that they can be posted on your website and social media channels as testimonials. In addition, focus groups are excellent for testing new products and services. Ask customers specific questions, and take note of all suggestions.

Use analytical tools and review transcripts

Many tools may be used to gather both quantitative and qualitative feedback. The Net Promoter Score survey provides insights about customersā€™ overall experiences, helping your organization understand how effectively it is functioning as a whole. Surveys are ideal for collecting structured feedback at any point of the sales cycle. You can ask quick questions as customers are browsing webpages or follow up a sale with a detailed survey. Social listening tools literally reveal the voice of the customer by communicating every thought expressed on social channels, blogs, discussion forums, and review websites. Lastly, transcripts from customer service interactions across all channels provide information about your agentsā€™ ability to provide excellent service.

Appoint a dedicated team for your Voice of the Customer program

Your company should appoint a team that is dedicated to monitoring and acting upon feedback continuously. A team leader should set customer service goals that align closely with your brandā€™s sales goals. For example, if your company aims to earn more revenue through the website, the team may determine how to improve service through live chat and closely monitor that particular channel. All feedback should then be reported regularly to the companyā€™s executive branch.
Improve communications with customers

Understanding how your customers feel and speak can help your company communicate more meaningfully. The customerā€™s voice can inform your brandā€™s voice, guiding you to use language that appeals to your target customers. Use this approach to improve agent communications with customers, all copy on the website and other digital channels, and all marketing materials.

Adapt products and services to customersā€™ needs

By asking good questions when collecting feedback and analyzing responses thoroughly, your company can develop the products and services your customers want. You may discover that a certain product needs improvement, that a certain channel needs more support, or even that a competitor offers a service or product feature that your company is lacking. Listening to your customers ensures that your brand is always growing and challenging itself to offer the very best to your clientele.

According to a report by Right Now Technologies, 86% of adults would pay more for a better customer experience. With a dedicated process for collecting and analyzing VOC data, your company can offer the excellent experiences customers are asking for. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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The Role of Emotions in the Customer Experience šŸ˜

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Here are five tips for addressing customersā€™ emotions to ensure quality experiences at every step of their journey.

Anticipate customer emotions in different situations

To properly address your customersā€™ feelings, take a proactive approach. For example, when designing a customer journey map, your company may integrate possible emotional reactions at all the different touchpoints. As you strategize the best ways to lead customers from point A to B, you can anticipate how a customer might feel if any given step is successful or not. These observations can then inform how your service may be improved at every step.

Hire and train agents who address customer feelings properly

Once your brand identifies customersā€™ emotions in different contexts, you may then ensure that agents are well qualified to address them. Begin by hiring employees with strong interpersonal skills who are able to adapt to difficult situations. Then train them through roleplaying, using the customer journey map as a reference. For example, a training session might involve an agent playing the role of a customer who needs support with an online purchase. By discussing the possible emotions involved at this step of the customer journey, your agents can describe their own experiences and suggest solutions to potential problems. Agents will feel more empowered and better prepared to handle even the most difficult cases. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots

Use analytical tools to measure customer satisfaction

While it can be difficult to measure customer emotions, analytical tools nonetheless provide valuable insights. In addition to the Net Promoter Score, your brand may use social listening tools to learn about customer feelings on social media channels. Speech and text analytics are especially useful for analyzing emotions, and traditional surveys are the most direct way to gather concrete customer feedback. Lastly, your company may integrate widgets into webpages that allow customers to rate product descriptions, blog articles, and other content, enabling them to provide casual feedback quickly and easily.

Reach out to customers with negative feelings

Itā€™s especially important to reach out to customers with negative feelings toward your company. Not only is it necessary to address any inconveniences they may have experienced, but it is also critical to understand how such issues can be prevented in the first place. Ask them for their feedback and suggestions on how your company could have better addressed their needs. Once you have taken measures to fix the problem, contact them again to show that their opinions were taken seriously. This last step shows the customer that your brand is willing to go the extra mile to win back trust.

Create a positive emotional impact

For many companies, efficiency is a primary goal in customer service. However, if your agents are rushing conversations to the point that customers are bewildered and frustrated, your brand is not creating a positive emotional impact. Sometimes, agents need to be less interested in KPIs and more invested in the personalization of each customer experience. They need to take the time to listen to customers, validate their feelings, and foster a positive connection that earns respect and loyalty.

Treating customers as individuals may win their respect, but validating their emotions at every step of their journey wins loyalty. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.
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5 Technologies That Reduce Customer Effort šŸ’»

The technologies used in modern contact centers are instrumental in delivering great customer experiences. However, when companies do not optimize the use of these tools, each interaction becomes unnecessarily complicated. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies.

IVR menus

Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. However, this is only true when menus are updated regularly. Menu options should include all the possible reasons a customer might make contact. Additional options should also be offered to address any issue that customers are facing at the current time, such as a product recall or technical problem. Once these options have been defined, the system must route customers to agents who are specifically trained to solve each problem. Only then can IVR menus truly serve customers well and save them time.


Artificial intelligence enhances self-service while making customer experiences more personalized. Chatbots in particular are efficient for helping customers find answers to simple questions, making personalized recommendations, and assisting with the purchase process. Itā€™s nonetheless important to note that some tasks may be too difficult for chatbots to complete. If a customerā€™s request is too complex, agents may need to assist. Be sure to direct such kinds of questions to agents as quickly as possible so that customers do not lose time.

Big data

Big data can be used in many ways to provide proactive service. For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution. Such information can help improve service practices by revealing where agents may need more training. In addition, big data can help brands understand their customersā€™ habits, such as buying preferences. With such knowledge, companies can determine which additional products their customers may like and make personalized recommendations.


Speech and text analytics are essential for learning how customers feel. Once their attitudes are better understood, your brand may take measures to reduce customer effort and enhance every experience. For example, if certain negative words are often repeated by customers, your brand may discover a recurring issue that needs to be addressed promptly.

Live chat

With the help of insights provided by big data, live chat may be used to reduce customer effort. Once your brand determines which webpages are navigated most frequently, or how long a person has been browsing any given webpage, you can send prompt live chat invitations. Customers save time and are likely to get the answers they need without having to contact your brand.

Contact center technologies are indispensable tools for creating cutting-edge customer experiences. However, if they are not deployed efficiently, they can cause frustration and churn. With every technology your brand uses, be sure to consider if its design and implementation are truly giving your customers the experiences they want. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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6 Mistakes That Harm Your Brandā€™s Digital Reputation šŸ“²

In our digital age, the Internet is the doorway to customers. From researching products to reading online reviews, people want to feel confident before making purchases. Unfortunately, many brands sabotage themselves by neglecting their digital presence, eroding the trust of current customers and driving away potential ones. To ensure a positive digital reputation, here are six mistakes to avoid.

Misleading information

Customers should know exactly what to expect from your company when they do business with you. This is why itā€™s so critical to be consistent across all channels and never mislead your customers. For example, if your website mentions a promotional event, your social media channels should do the same. Even more importantly, pricing information should be consistent, as well as delivery and return policies. If customers do not understand the details of your products and services, they will not support your brand.

Failure to respond to negative comments

It can be upsetting to find negative comments on your digital platforms. However, ignoring them is a sure way to lose customer confidence entirely. If customers are in need of service, make sure to answer them promptly. When a case becomes complex, offer to move the conversation to a private channel. This shows the public that you have made an effort to resolve the issue in a way that respects the customerā€™s privacy. Similarly, your brand should monitor and respond to reviews. Such feedback is essential to improving your brand, and taking the time to reach out to these customers for more information can restore their confidence and give your brand additional insights.

Lack of essential information

Customers can tell right away if your digital channels have been neglected. Itā€™s one thing to offer inconsistent information, and yet another to omit information entirely. For example, service hours should be clearly posted on all channels so that customers know when they can reach you. If a sales event has passed or a product is no longer in stock, updates are necessary. In addition, customers should never be routed to webpages that no longer exist. Make sure to keep people informed at all times, and donā€™t waste their time by making them search for answers.

Little social media engagement

Nowadays, having a social media presence is a must for all brands. If customers see that you are not very active on popular channels, they will assume that you donā€™t take them seriously. Be sure to provide consistent service by responding to comments, reaching out to customers proactively, and engaging your audience through interesting content.

Spelling and grammatical errors

A website full of spelling and grammatical errors makes your company look careless. In addition, poor website design can frustrate your customers as they will lose time looking for information. Make sure fonts are clearly legible, webpages are easy to navigate, and contact information is posted prominently.

Content that does not connect with your target audience

Always keep in mind that the content featured on your digital channels needs to connect with your target audience. Does the language reflect the way your customers think and speak? Are your videos and photos interesting to this audience in particular? Customers need to feel that your products and services were designed with them in mind. For optimum engagement, speak to them in a way that they can understand and appreciate.

A positive digital reputation sends the message that your brand is truly professional and cares about its customers. By posting clear and interesting content, responding quickly on all channels, and offering information proactively, both old and new customers will be happy to support your brand. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Reasons Why Email Customer Service Still Matters šŸ“©

Companies these days feel the pressure to respond quickly to customers. As messaging apps and social media continue to grow in popularity for customer service, your brand might question if channels such as email are still attractive to customers. According to a report by eConsultancy, 60% of customers indeed prefer support via email. In fact, when email is managed through a single integrated solution, agents can respond quickly and move seamlessly between channels as needed. Here are five reasons why email customer service still matters to your customers.

Email is a mobile-friendly channel

Customers appreciate service on the go, and email is easily accessible on mobile devices. Many people access their email through apps which ensure that content displays clearly. Customers also avoid being placed on hold or waiting for agents to initiate a discussion as they would through messaging apps, SMS, or live chat.

Customers communicate confidently

Some customers may not communicate with your brand on social media for privacy reasons. Others may not use the voice channel as no call transcript is provided for the customer. With email, customers feel confident knowing there is a written record of all interactions that they can trace themselves. Email also remains a private form of communication that can be used to share personal customer data. Agents can summarize cases thoroughly and maintain a dialogue with customers without risking privacy.

Important documents and multimedia may be shared

Messaging apps are a popular communication method partly due to their capacity for attaching content such as photos and videos. Email shares this advantage. Customers may share photos of defective products to help agents understand problems. Agents may then offer solutions through video, photo, or document attachments. Email therefore allows an easy exchange of information that can lead to a faster resolution.

Surveys may be sent easily

While your brand should send surveys on the customerā€™s preferred channel, it is much easier when that channel happens to be email. Surveys can be sent and filled out effortlessly through email, whereas they are more difficult to access on other channels. Once again, the practical nature of email makes it more likely that your customers will respond to surveys and give you the feedback your brand needs.

It is cost-efficient

Email remains less expensive than the voice channel. More importantly, when it is integrated into an omnichannel approach, it may be used seamlessly alongside other channels. Email management software features such as intelligent routing ensure that these communications are sent to the most qualified agents. In addition, personalization tools, spam filters, and advanced reporting capabilities increase productivity and help customer service teams determine which problems need to be addressed. These advantages ultimately reduce operational costs and customer churn.

Email customer service is only as practical as your company makes it. If your agents are committed to providing in-depth communications and are trained to use contact center solutions efficiently, your customers will consider this channel a trustworthy means of communication. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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