Successful brands leverage SMS as the universal go-to messaging channel, securely reaching over 5 billion users – easily surpassing all other messaging apps. Unlike email, SMS is more like voice. It’s a “real-time” channel with an open rate of 98% within the first 12 seconds of being received. That’s conversational! The question is, why do […]
In part 1 of this article, we discussed the difference between Response Time and Resolution Time and how customers will be patient if they feel connected. It matters less how long the time to resolution is, as long as you provide consistent status notifications along their journey. In this part we’ll look at email as […]
This is the first of a 2-part article on how you too can offer the secret customer service ingredient that Amazon customers love. Hint: It’s not next day delivery Cielo’s clients often tell us they are under increasing pressure to “be like Amazon”. I would say this is a common theme across many companies. Most […]
What is conversational message? As its name implies, it is a dialogue. A back and forth with the expectation that when a question is asked, you will receive an immediate response. Perhaps it’s better to discuss what it’s not. It is not email. Sure, you can pose a question in an email. But let’s be […]
On average, 10 -15% of the calls in your voice channel are common and repetitive issues that can be better deflected and automated. Many callers have simple questions like resetting a password, registering a product, or getting an order status. These issues are an inefficient use of an agent’s time. Moreover, what happens during peak […]
The goal of self-service chat bots has been to reduce the volume and cost of live agent support. However, customers continue to prefer agent-assisted channels, such as voice, as their top service preference. In light of this, it’s worth taking a look back at last year’s Contact Center Week’s (CCW) report: The state of Chatbots. […]
Customer Experience includes the entire journey, including the customer’s post purchase experience when faced with a support or service issue. However, many people use the terms Customer Service and Customer Experience interchangeably. It is important to remember that Customer Service is a reactive, issue driven type of engagement. As a result, the customer’s expectations are […]
The evidence is in. Customer Experience is not just another hot topic. Research shows that 70% of the purchasing decisions are made based on the customer experience. PwC found the average customer is willing to pay a 16% premium on a cup of coffee – based entirely on the experience of buying the coffee! It […]
Mathew Dixon challenges conventional wisdom writing in Harvard Business Review, he describes the transformation of T-Mobile’s call center into a model based on Teams-of-Experts.
The success of T-Mobile’s TEX Model is undeniable. in first call resolution and the ability to anticipate future issues, has reduce total calls per account by 21%.
Health Care Organizations are using mobile technology in their operations to a certain degree today. Some require the patient to visit their website, patient portal, download an app, generally requiring the patient to take initiative or action. According to Minemyer it is important to “make a good first impression, the first impression could determine if […]