Sentiment-Analysis-Call-Center-1

Sentiment Analysis : Key To Empathetic Customer Service

Sentiment-Analysis-Call-Center-1 Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the rising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized manner and deliver empathetic service. ...
Customer-Service-Strategy

How Customer Service Strategy Can Boost Customer Engagement

Customer Service Strategy

If you have smart, hard-working and enthusiastic agents and lack a well-defined service strategy, but still hope to deliver pleasing customer experience then let me tell you, your business is heading nowhere. Because “Hope” is definitely not a strategy! Intelligence, hard work, energy, and creativity are just the ingredients to deliver a good customer experience, but a right customer service strategy is what binds together all these elements to ensure a perfect recipe for customer engagement at scale. ...

WhaysApp-for-Business

WhatsApp for Business: Is it a Game Changer?

WhaysApp-for-Business

Unless you have been stuck in a hole in a remote part of the planet, you must have heard about a birdie named “WhatsApp for Business”. After acquiring the instant messaging provider in 2014 for a whopping price of $19 billion, Facebook has finally found a way to make some money from it. After providing it for free, Facebook has launched WhatsApp for Business APIs for which the business will have to pay.

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cx-memories-pravender-blog

Creating CX Memories: Ways to Improve Customer Service Experience

cx-memories-pravender-blog

Customers today have a really short attention span. To hold their attention, brands need to leave a lasting impression. And how can they do that? By giving the customers a memorable experience of course! After all, customer experience (CX) is something that the brands need to continually work upon as it has a direct implication on the brand image.

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Banking-Contact-Center

Why And How To Empower Customer Service Agents In Banking Contact Centers

Banking Contact Center 

We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently. In banking contact centers compliance regulations are of utmost priority, and giving access of customer account information to agents is no less than opening a Pandora’s Box as it comes with its own share of pros and cons. 

So following our discussion, we thought to put together the various questions and scenarios related to empowering agents with the right data and how it can be done in a compliant manner to improve the contact center productivity.

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live-chat-software

Why Live chat? Benefits of Live Chat Software

live-chat-software-1

With the evolution of technology, the customers’ expectations of service and support have increased tremendously. Now, offering support over a phone call or email does not suffice. Businesses need something more. But, what could that be? Well, the answer is, a Live Chat Software. Some might feel that live chat is not very effective and setting it up might be complex process. But they cannot be more wrong.

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Customer-Support-Software

Why and How To Measure Customer Support ROI

Customer Support Software

With customer experience research giants predicting CX to overtake price and product as the key brand differentiator by the year 2020, Customer Support department can no longer be considered as just a cost center. Companies that still consider customer support as a cost center fail to see how it adds to the bottom-line in long run. Businesses need to understand that retaining existing customers is equally important as acquiring new ones and is rather a less costly process.

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Top Mistakes of Resolving Critical Support Tickets

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Working in customer service can be quite the tricky task. You always come across new people and every single one of them usually has a different request and you will have to be able to help them all effectively. Many of them might not be calm or might truly not understand your points and those are just some of the cases where mistakes start to happen.

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