Kayako

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3 Tips to Improve Internal Customer Service Through Technology

Kayako

In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy. According to Chris Ward of MyCustomer, 32 percent of customer service agents said they lacked sufficient knowledge to solve customer issues, and 22 percent have experienced significant problems because the information they had access to was incorrect or conflicting.

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What Is a Unified Customer Experience and How Can It Benefit the Bottom Line?

Kayako

The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)? Simply put, a unified customer experience is when customers feel like they are interacting with a single company, regardless of their channel. The reality is that it takes quite a bit of work to accomplish a unified experience in today’s digital environment.

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4 Tips to Improve CX with Conversational Customer Service

Kayako

Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies accelerated their digital technology initiatives. McKinsey reports that some companies achieved seven years of progress in less than a year. Innovating the customer service experience at a rapid pace continues, especially from the customers’ point of view.

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Context in Customer Service: Why Is It Important in Customer Experience

Kayako

Let’s say you are a teenager and want to borrow your aunt’s car. Do you ask her right after she just hung up from an annoying call? How about when she comes inside after mowing the lawn on a hot day – that same lawn you were supposed to mow yesterday? Most likely, you would choose a different time to ask for the car. Why? Because in those examples, the details surrounding her situation, also known as the context , are not favorable to you getting the keys to freedom anytime soon.

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4 Ways to Provide Personalized Customer Service

Kayako

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting. Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and

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3 Benefits of Knowledge Management for Customer Service

Kayako

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email.

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Customer Perception: What It Is and How To Measure It

Kayako

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception. The good news is that one direct way to improve customer perception is to provide high-quality customer service.