Aug 25 2017 If You’re Using Traditional IVR, You’re Driving Your Customers Crazy
Think about the last time you had to make a call to customer service. “Please listen carefully, as our options have recently changed,” the voice tells you. You make your initial selection, thinking you’ll be taken where you need to go – but wait, you pick another option. Then another. And another. It’s an all […]
Read MoreAug 19 2017 Customer Care Strategy: Value Your Customer’s Time
Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. […]
Read MoreJul 27 2017 Texting Has Become The Channel Of Choice
We all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via […]
Read MoreJul 17 2017 Yes, Voice Communication Still Has Its Place
Is voice communication dead? I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting […]
Read MoreJul 11 2017 5 Benefits of Using Interactive Text Response
We’ve talked about customer engagement on this blog before – both how to screw it up, as well as how to get it right. Today, however, I want to take a more pragmatic and tactical approach to leveraging a technology to produce those high-value customer experiences that will help you retain customers, increase revenue and […]
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