by Addison Thompson 15 January 2021

6 Ways Co-Browsing Will Add Value to your Business in 2021

Often being seen as more important than the price of the product, customer experience reigns supreme. By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Additionally, co-browsing helps streamline KPIs thus decreasing costs. What exactly is co-browsing? Co-browsing is a virtual engagement customer support tool for contact centers and sales teams. It innovates simple screen sharing by enabling simultaneous web page browsing by two or more users. Co-browsing becomes a powerful ...

by Kelly Dell 18 December 2020

Retail , Customer Experience

Call Centers vs Contact Centers: What’s the Difference?

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 ...

by Kelly Dell 11 September 2020

Young woman providing remote customer service

Retail , Customer Experience

How to Create Empathy in Remote Customer Service?

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential 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 ...

by Kelly Dell 31 August 2020

Customer support agents who adapt to Covid-19

Customer Experience , Retail

How are Companies Adapting Customer Support Due to COVID-19?

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 ...

by Kelly Dell 19 August 2020

Smiling people working in a successful call center

Retail , Customer Experience , Insurance

3 Keys to a Successful Call Center

Introduction There are several ways a company can enhance its operations to create a successful call center. Today, omnichannel communication possibilities make customer support increasingly complex. Some companies have altogether gotten rid of classic phone support in favour of new chat options. Yet, 66% of customers report that they resolve their customer support issues over the phone. This is over 10% higher than email, the second favourite communication channel. To provide ...