customer support

Delivering great service throughout the customer journey has always been an important way to gain a competitive edge. But lately, it’s gotten even more important, as customer expectations have never been higher.  Per Salesforce’s State of the Connected Customer, more than half of consumers say that the crises of the past couple of years have…

Think having great products is enough to guarantee success? Well, you might want to think again. According to Salesforce research, 84% of customers say the experience a company provides is just as important as its products. So if you’re looking to grow your business (aren’t all brands?), then you’ve got to make it a top…

The short answer is “absolutely.” Digital 360 has recently become the new industry standard for communicating with customers on the level they have come to expect. It allows businesses to connect with their audiences at any time of the day, on their preferred platforms. When companies have the capabilities of understanding each individual consumer, they…

Chat apps have the potential to become a leading CRM communication channel, especially for simple inquiries. Why? People love chat apps. Many people—possibly even you—visit chat apps multiple times a day to connect with friends, family, and increasingly brands. Customer-centric service requires that you join your customers in all their favorite chat apps, and that…

Customer service should never be an afterthought. Instead, winning brands must make it a priority to consistently deliver great service before, during and after the sale. Providing great service pays off. According to Salesforce’s State of the Connected Consumer report, 71% of consumers have made a purchase decision based on the quality of customer service…

The success (or failure) of a global business largely depends on its ability to effectively communicate in any language — both internally and externally. Brands that can communicate with customers across the globe are better equipped to win business and foster loyalty. A report from CSA Research found that 76% of consumers prefer to find…

Consumers expect great service wherever they are on the purchase journey. And the current global crisis has only heightened these expectations. According to Salesforce, the COVID-19 pandemic has raised customer service standards for more than half (58%) of consumers. When companies hit the mark, they’re rewarded. Salesforce found that 71% of consumers say they’ve made…

Customer Service (CS) and Customer Experience (CX) are both frequently used terms in the business world. And oftentimes, these two phrases are used interchangeably. But are Customer Service and Customer Experience in fact the same thing? The short answer? No. CS and CX are certainly related, but they’re not the same thing. What exactly is…

Customer-centric brands can leverage these four CX trends to deliver great experiences in the year ahead. At the start of the COVID-19 pandemic, companies scrambled to adapt to what we thought were temporary changes in consumer behavior. For example, retailers rushed to make curbside pickup available to keep contact to a minimum—while still maintaining sales….