Customer Service Secrets Podcast: Using Customer Experience Data Analytics to Personalize the Customer Journey With Steven Maskell
Kustomer
by Gabe Larsen, VP of Growth
1w ago
In this episode of the Customer Service Secrets podcast, Gabe Larsen is joined by Steven Maskell, Vice President of Customer Experience at Zones, to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below. Creating a Data-Driven Customer Experience Steven Maskell has successfully led service teams for nearly 30 years. Throughout his time in the CX industry, he has learned how to integrate data in order to provide the most excellent customer service possible. He says, “I see the ..read more
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How to Use Automation Without Losing Personalization: Achieving an Efficient & Effective CX Strategy
Kustomer
by Justin Sheil, Content Marketing Manager, Kustomer
3w ago
Immense changes and pressures are a reality for many businesses, and doing more with less is no longer optional. Quick service is one of the top three most valued customer service attributes. When it comes to building customer loyalty, every interaction matters. Ensuring your team can deliver exceptional support while staying efficient is no longer a nice-to-have, but now essential for your business to succeed. Brands might wonder how they are supposed to do more with less all while supporting growing consumer expectations. A CX strategy must be both efficient and effective in order to set up ..read more
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Announcing Our WhatsApp Integration to Empower Businesses to Reach Customers No Matter Where They Are in the World
Kustomer
by Kustomer
1M ago
We live in an age of instant gratification. From news updates to food delivery, consumers can receive whatever they want instantaneously and the patience they once had for hold times is no longer existent. Consumers expect a convenient, speedy response to their questions, without having to jump through hoops – all on the channels they prefer. According to recent Kustomer research, 89% of consumers think contacting customer service should be easier and more convenient and 64% enjoy talking to customer service via the same channels they communicate with family and friends on. Businesses must eq ..read more
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The Ultimate Cheatsheet for Customer Service Bots
Kustomer
by Jillian Zatta, Solutions Consultant
1M ago
Conversational automation is crucial to great customer support. An effective customer service chatbot can communicate with customers and answer important questions, streamlining the customer support process. Furthermore, consumers are increasingly expecting chatbots to be a part of your customer support strategy. According to Kustomer research, younger generations have a much higher appetite for self-service and chatbots, with 77% of consumers under 25 saying that they find chatbots to be helpful. Additionally, chatbots are growing in popularity with both consumers and merchants. Fifty-three ..read more
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Live Chat vs Messaging Apps: The Modern Hybrid Solution
Kustomer
by Kustomer
1M ago
When organizations are considering a chat strategy, there’s a common debate over whether live chat or a messaging app is the right method to use for client communication. Both models have pros and cons, but technologies have evolved to make a hybrid approach not just possible, but effective. By blending both models together, you can test, collect feedback, and grow — and new tools make it easier than ever to take the best from each approach. Below we have a list of live chat benefits and which platform is the best to use going forward. Live Chat Benefits: Understanding the Possibilities If yo ..read more
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What Is Live Chat and Why Is It Great For Your Business?
Kustomer
by Andrea Paul, Senior Content Marketing Manager
2M ago
Consumers want options more than ever before and, more importantly, they want them quickly. If you look at the three biggest customer service trends for the future, they all point toward automation and AI handling simpler tasks, and human agents dealing with complex issues. Our buying trends have evolved too. More people prefer to shop online and have their packages delivered right from the comfort of their own homes, rather than travel to a physical store. Digital natives have also grown up with technology, and interacting with this tech has essentially become second nature. Consumers are us ..read more
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Complete Guide to Proactive Customer Support
Kustomer
by Andrea Paul, Senior Content Marketing Manager
3M ago
Over the course of history, the typical support interaction has generally involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. But in the world of customer service, timing is everything and proactive support can help. According to the Customer Service Barometer study fielded by American Express, 40% of customers agree that they would be pleased by customer service agents taking care of their needs faster. To meet this expectation, companies have to be forward-thinking about their customers’ wants and needs to ..read more
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Top Modern Customer Service Expectations You Need to Know
Kustomer
by Justin Sheil, Content Marketing Manager, Kustomer
3M ago
Customer trends are constantly shifting and growing based on the needs and wants of the modern buyer. Today’s customers choose to shop at specific companies because of affordability, luxury, believing in what the brand stands for, the quality of the product, etc. However, with 79% of consumers saying customer service is extremely important when deciding where to shop, it should make us all ask the question: what exactly is it that customers are expecting from their customer service experience? At Kustomer, we’ve conducted original research on this topic of customer service expectations.   ..read more
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CX Stories From the Frontlines: Seeing Results by Embracing Chatbots & Social DMs
Kustomer
by Andrea Paul, Senior Content Marketing Manager
3M ago
We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog, recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. In this month’s edition, we discuss meeting customers on the channels they prefer, leveraging conversational assistants to deliver pipeline revenue, and how Kustomer outperforms the competition globally. Meeting Customers on the Channels They Prefer Pura Vida Bracelets, a hand-crafted bracelets and jewelry retailer, was managing Instagram direct ..read more
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The Big-E’s: How to Improve Your E-commerce Customer Experience
Kustomer
by Andrea Paul, Senior Content Marketing Manager
3M ago
The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020. Digital Commerce 360 asked 100 e-commerce executives what their budgetary priorities were for the coming year and 51% reported back that e-commerce platforms were at the top of their list. So while research showed that prior to 2020, 15% of Americans purchased products online at least once a week, and 28% shopped onl ..read more
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