Weekly Review: 06/19

Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.

Weekly Review: 4/1 Edition

Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.

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 […]

10 Omnichannel Statistics You Need to Know

Have you ever reached out to customer service on one channel, gotten frustrated because things are going nowhere, and switched to another channel? Then, are you increasingly exasperated when you find out you have to start your conversation over? Yeah, so are we. Luckily, this type of customer experience can be avoided by companies that take an […]

The Avengers of Omnichannel

Providing great customer service can be a superheroic task. Agents have to provide helpful, knowledgeable support to people all over the world, and they have to do it fast. That’s no easy feat. Luckily, agents don’t have to go it alone. They’ve got an awesome omnichannel lineup on their side to save their customers’ day. […]

[INFOGRAPHIC] Implementing the Omnichannel Experience

Companies are connecting with customers in more ways than ever, but when it comes to customer support, many businesses still rely on just phone or email. While these are important channels, customers are beginning to expect more options from the companies they do business with. Customers ultimately expect businesses to support how they want to communicate — […]

[NEW EBOOK] The Seamless Experience

Customers today use an average of three channels to contact your business, and they usually have to start over when switching between each one. It’s a disjointed customer experience, one that can lead to unhappy customers and potentially a loss in business. That’s why businesses today need to provide an omnichannel experience. It’s a fancy word […]

4 Benefits of Consolidating Channels Into One Platform

Providing a sophisticated communication experience can be a difficult task. Today’s technology has advanced so much in such a short period of time that businesses have to account for channel proliferation (voice, SMS, social, etc.), multiple touch points (web, contact centers, branches, etc.), the different tasks being performed (reminders, customer support, confirmations, orders, etc.) and […]

Your Omnichannel Strategy: Becoming Omnipotent

Omnichannel. I first heard the term from an analyst during an interview at an Enterprise Connect Conference where we were unveiling our SMS Contact Center solution. He told me that most contact center experts were no longer using the term “multichannel” but were instead opting for the cooler term “omnichannel”. An omnichannel strategy is one […]

Boost Your Omnichannel Strategy with SMS

One of the buzziest business words of the past year has been “omnichannel.” If you think it sounds kind of familiar, you’re right: it’s a lot like multichannel. Despite the supposed similarity, however, they don’t mean the exact same thing. While both words’ prefixes are based in Latin, multi means “more than one” or “many” […]