How to Provide Great Customer Service Across the Globe
There are 7.125 billion people in the world. Each person is a unique, complex individual with their own likes and dislikes. Unfortunately, less than 50% of global businesses offer personalized customer service, despite a desire from 70% of customers. And while 69% of customers expect businesses to link communication channels together in real time, only […]
5 Questions You Need to Ask About Your Omnichannel Customer Experience
Whether we admit it or not, today’s customer experience is all about omnichannel. People are reaching out to companies on the phone, via text message, through emails and webforms—you name it, someone’s using it. When customers reach out to customer service, they most often use three or more channels, and most businesses offer multiple service […]
5 Holiday Customer Service Tips
The holidays can be a stressful time for your customers: they’ve got gifts to buy, lights to string up, and people to fight off before they grab the last half-price flat screen TV. If you work in customer service, you’re well-versed in the frantic frenzy during the holidays. And, with business booming during the winter […]
OneReach Content Featured in “ICMI’s Most Beloved Articles of 2014”
OneReach was recently recognized in “ICMI’s Most Beloved Articles of 2014,” a yearly round-up that highlights the most buzzworthy and popular articles published on the contact center resource site. Co-written with Leslie O’Flavahan, “6 Strategies for Writing Great Texts to Customers” was ranked the 6th most beloved article of 2014.
Navigating the Customer Experience with Journey Maps
How can you provide the best customer experience without knowing your customer? Short answer: you can’t. Luckily, you have tools that can guide you on your way to provide the best customer experience, like the journey map. Journey maps help companies identify what tasks a customer wants to accomplish, what the emotional highs and lows of […]
Learn 7 Ways to Spice Up Your Customer Experience
Some companies still haven’t found the magic recipe for providing a great customer experience, but OneReach’s Elias Parker might be able to help them out. In an article published by UX Mag, Elias lists seven things companies can add to spice up their customer experience, including speed, variety, and consistency.
How to Provide the Ultimate Contact Center Experience
Providing the best customer experience can be a daunting task, but Whitepages’ Jordan Reynolds has a few ideas on how to do it. In his blog post, Reynolds writes that customers are looking for a personal, one-on-one interaction, with a small-town, coffee house kind of feel. Reynolds had the chance to talk with OneReach’s Kevin […]
Desk.com: Small Businesses Using Big Tools
Customer service is a strategic advantage, especially for small organizations who rely on word of mouth to grow their business. But having a strategy is not enough- it’s important to use tools that empower every employee to provide customers with the service they deserve.
[SUMMARY]–2014 Gartner CX Summit
The 2014 Gartner Customer 360 Summit delivered quite a bit of insightful material this year, all geared toward improving customer experience processes and business strategy. Want to know what true customer experience and effective management are? Answers and notable takeaways from the Summit below.