GlowTouch

JUNE 26, 2020

Your customer support team plays a vital role when it comes to providing an excellent customer experience. Your customer support team isn’t just the face of the business, but they are interacting with and serving the needs of customers on a daily basis. Listen to your Team. About GlowTouch.

Return on Investment 52

Return on Investment Customers Meeting Feedback 52

GlowTouch

APRIL 24, 2020

In other words, the easier a transaction is for a customer, the more likely he or she will give the company repeat business. By leveraging outsourced support to eliminate key points of friction in customer interactions, you’ll build trust and confidence in your users. About GlowTouch.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JULY 2, 2020

If customers expect an authentic experience and an automated chatbot greets them instead, chances are they will end the interaction. If the customer cannot resolve the issue on his own or with another support method, the customer may not become a return customer. Use Canned Messages Responsibly.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

GlowTouch

APRIL 2, 2021

The work is portrayed as nothing but trying to help irate or irrational customers. There is an element of truth in that, but it barely scratches the surface of all that happens within a contact center. Often, the agent is not engaging in direct sales but rather, giving the customer enough data to make an informed decision.

e-support 52

e-support Contact Center Return on Investment Trends 52

GlowTouch

APRIL 27, 2021

But they prefer to interact with people than with machines, especially for service issues. Likewise, high-touch customer service is built on a tradition of doing the routine things routinely, and agents treating the interaction of the moment as the single most important thing that they will do all day. About GlowTouch.

Customer Service 52

Customer Service Sports Hotels Return on Investment 52

Kustomer

JANUARY 14, 2021

He says, “So when you think about your support as a business and how you’re enabling your customer, educating your customer and supporting your customer, you have to do that through many different lenses, through many different channels.” Yeah, so I grew up in the outsource contact center space. Ed Porter: (01:19).

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

GlowTouch

SEPTEMBER 18, 2020

For both customers and staff alike, this fosters a unified experience – the same methods are used, the metrics are measured in similar fashion, the training process is consistent, and the bureaucracy is lean. While there are some regional differences in how people interact, the underlying work habits and systems are the same.

Culture 52

Culture Company Government Leadership 52

GlowTouch

SEPTEMBER 17, 2019

The phone channel provides additional challenges, like finding a company’s phone number, being subjected to an interactive voice response (IVR) system, long wait times, putting up with script reading, and longer overall interaction times. Customers want a rapid, simple solution that provides answers they need from a real person.

ROI 73

ROI Company Multi-Channel Return on Investment 73

GlowTouch

JANUARY 15, 2021

Here are the 5 tools your customer service team needs to get the job done right and maximize productivity. 1) Customer Relationship Management System (CRM). A CRM is a system to manage interactions with customers. It lets the entire team access the same customer information so everyone’s on the same page.

Tools 52

Tools Self Service CRM Infographics 52