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

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

Why Do Customers Hate Calling My Contact Center?

Posted on January 31, 2018
According to a Microsoft report on the state of multichannel customer service, the phone is still the most popular channel among customers for reaching a business. The results showed that 81% of customers use the telephone to contact customer service on a regular basis. However, this stat on […]

Posted In: virtual queuing, customer engagement, today's customers, visual engagement, video / voice chat, customer experience, Cobrowsing, Cobrowse, chatbot

4 Tools to Enhance Your Customer Experience Technology Ecosystem

Posted on January 17, 2018
Interactions between customers, business agents, suppliers, distributors, partners, agencies, and competitors define the customer experience ecosystem. The success of this ecosystem is dependent upon how a business performs in alignment with a customer’s expectations. Like an environmental e […]

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

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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