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The Complete Retail Customer Experience Guide

InMoment XI

In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement.

Retail 260
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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. Conversational AI can mimic human support through online chat—in whatever language a user desires—to help customers get to resolutions faster.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Is communication still going strong and do you feel comfortable in those interactions? What should your outsourcer – and you – be measuring beyond those standard metrics?

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Delivering Customer Experiences that deliver Value

CloudCherry

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Use this data to come up with more personalized strategies for different customer segments. The same holds true for businesses.

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Delivering Customer Experiences that delivers Value

CloudCherry

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Use this data to come up with more personalized strategies for different customer segments. The same holds true for businesses.

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Help Customers on the Support Journey and up the Loyalty Ladder

Kayako

The information is available, yet customer support teams still struggle to access all of the elements needed to visualize the customer journey in its full context. The support interaction below is a great example of how customer context can lead to an effortless experience, like the one you imagined earlier.

Loyalty 224
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Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction.

Metrics 219