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

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

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

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

Are Customer Callback Features Outdated?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: virtual queuing, customer engagement, today's customers, visual engagement, video, customer experience

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

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

Video-Based Support is the Simplest Customer Support Tool You Are Not Using

Posted on September 20, 2017
Video-based support is a new and rising tool that enhances contact center and agent success. While adoption is growing and predicted to sore in the next few years, many companies have yet to take the steps necessary to adopt this model. Those companies will be left in the dust as their compe […]

Posted In: chatbot, customer experience, Uncategorized, video, video / voice chat, visual engagement

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