How Does Video Chat Improve Customer Support?

Posted on February 21, 2019
Today’s customers have changed, and this has created momentum around new tools and communication methods for engaging them. Customer expectations, behaviors, characteristics, and interaction preferences have shifted the buying and support processes. […]

Posted In: customer experience, video / voice chat, visual engagement, today's customers, customer engagement

Why Video Chat?

Posted on January 30, 2019
Online chat and AI offer seemingly endless opportunities to automate and streamline customer communication. These solutions, among others, provide customers the opportunity to engage with a business when they want or need to and receive quick answers. Furthermore, automation is believed to i […]

Posted In: customer experience, Mobile, Uncategorized, video / voice chat, today's customers, customer engagement

Get Personal and Create a Better Customer Experience

Posted on January 24, 2019
Today’s businesses function differently than more traditional institutions. In addition to new tools and communication methods available for running a business, customers have changed. Their expectations, behaviors, and characteristics have shifted for the last two decades. Today’s customers […]

Posted In: customer experience, video / voice chat, visual engagement, today's customers, customer engagement

How Video Chat Improves the Customer Experience

Posted on January 17, 2019
The rise of video chat in everyday conversation has taken the world by storm. It was once a tool primarily used to communicate with far-away relatives. Now it facilitates much of the daily communication that was previously handled via text or voice alone. Video calls are particularly popular […]

Posted In: customer experience, video, video / voice chat, visual engagement, today's customers, customer engagement

Does Video Chat Matter?

Posted on January 9, 2019
Skype introduced consumer video chat in 2006. A few years later, Apple and Google incorporated this medium within their phones. Now, these mediums when combined with Facebook Messenger, WhatsApp, and other apps have made consumer-to-consumer video communication an everyday occurrence. In thi […]

Posted In: customer experience, video, video / voice chat, visual engagement, today's customers, customer engagement

Digital Tools for Your Roadmap

Posted on October 18, 2018
Today’s customers are better able to troubleshoot their issues or questions than in the past. They also conduct the majority of their purchasing research online. When customers reach out to a contact center, they are educated on the products offered and the solutions they provide. They expec […]

Posted In: Cobrowsing, customer experience, technology, video, video / voice chat, visual engagement, today's customers, customer engagement, digital transformation

Budgeting for Digital Transformation

Posted on October 4, 2018
Today’s customers are demanding change. Opportunities to impact the customer experience using digital solutions exist throughout organizations. While these digital components can have a positive impact on customer behavior and business operations, it is also difficult to get started, define […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

Structuring IT for Digital Transformation

Posted on September 27, 2018
Digital transformation occurs when digital technology is used to change business operations, customer interactions, and the way business agents create value. As a part of this process, businesses shift from traditional modes of operation to a modern and technology-focused organization. Howev […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

How to Prioritize Digital Transformation Initiatives

Posted on September 13, 2018
Opportunities for digital upgrades exist throughout an organization. As a result,  businesses struggle to prioritize efforts as a part of an all-encompassing digital transformation. Business leaders must spend time reviewing digital trends, the business areas affected by those trends, and th […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

Digital Maturity Assessment

Posted on August 9, 2018
The purpose of this assessment is to help organizations identify the level of maturity and sophistication of digital adoption and understanding within the business. There are 5 core areas addressed by this assessment: Governance & Leadership, People & Culture, Capacity & Capability, Innovati […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

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