Introduction The Covid-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly difficult to provide. Safety concerns have become one of the top challenges for companies to tackle. 70% of consumers have stated that their concern for hygiene and sanitation is heightened. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance. With an elevated number ...

Introduction With social distancing as the new normal, words like "travel" and "contact" are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. They have experienced higher levels of success despite the challenges presented during the crisis. They have adapted to the remote work trend and taken advantage of the tech innovations ...

Introduction Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand's value. Both of these kinds of centers involve the use of phone channels for communication. However, beyond those similarities, these two communication centers are quite different. In understanding the differences between these two centers, companies can discover which model ...

ViiBE’s video-assistance technology dedicated to helping desk support in call centers is proud to partner with Zendesk. As a member of Zendesk’s incubator at Station F in Paris, as well as being available on the Zendesk marketplace, ViiBE is pleased that this partnership has proven beneficial to clients such as the international sporting goods retailer, Decathlon. ViiBE’s integration with customer service powerhouse, Zendesk, promises the best remote diagnosis thanks to ...