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

Why Video Matters to the Customer Experience

Posted on May 3, 2018
A customer’s relationship with a business is defined by more than product satisfaction and short wait times. Both of these factors are necessary. However, a successful customer engagement strategy is the result of a core understanding of what a customer feels when interacting with a brand. F […]

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

Top 4 Strategic Technologies to Improve the Customer Experience

Posted on April 26, 2018
According to Gartner, more than two-thirds of marketers responsible for the customer experience say their companies compete on the basis of customer experience. In fact, analysts anticipate that by 2020 the customer experience will overtake price and product as the key brand differentiator. […]

Posted In: Cobrowse, customer experience, technology, video, visual engagement, customer engagement

What is Next for Digital Experience?

Posted on April 4, 2018
Today’s customers live in a digital, media-saturated world, where experiences online shape their perception of a brand before they ever engage with a representative. As a result, it is imperative to the success of a business that these customers have an excellent digital experience.   Provid […]

Posted In: Cobrowse, customer experience, Realtime, video, visual engagement, today's customers, customer engagement

4 Customer Experience Technology Trends to Invest in Today

Posted on March 28, 2018
Customer experience trends change rapidly. The cutting-edge tools of today will be mainstream by tomorrow, and new “must-have” solutions will appear the next day. Keeping up can be a challenge. While advocates for each tool are clamoring for budget allocation, there are a few trends that are […]

Posted In: Cobrowse, Mobile, Security, technology, video, visual engagement, today's customers, customer engagement

Are Customer Callback Features Outdated?

Posted on March 7, 2018
By 2020, customer experience is expected to overtake price and product as the key brand differentiator. Companies use technology to enhance the usability of their products, communicate with customers, and connect systems to prepare for more stringent customer demands.  In an attempt to impro […]

Posted In: customer experience, video, visual engagement, today's customers, customer engagement, virtual queuing

Stop Putting Your Customers On Hold

Posted on March 1, 2018
The Internet has dramatically changed how businesses function. Similarly, it has altered the lives and expectations of customers. With more and instantaneous access to information - and your competitors - customers are in the driver’s seat of today’s business exchanges. To reach and keep the […]

Posted In: customer experience, technology, video, visual engagement, today's customers, customer engagement, virtual queuing

Customer Experience Technology Pros and Cons

Posted on February 22, 2018
Maximizing the customer experience is among the chief concerns and core responsibilities for today’s businesses and contact centers. The need to balance customer wants and needs with organizational budgets and workflows makes putting together a successful customer experience strategy a chall […]

Posted In: chatbot, Cobrowse, customer experience, video, video / voice chat, visual engagement, customer engagement, virtual queuing

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