Have you ever reflected on what your daily life was some years back?
I guess you don’t have to reflect deeply to comprehend that the mobile or smartphone has taken over all other mediums as the primary channel of communication. And I am not only indicating towards interpersonal communications, but necessarily at interactions between brands and customers. Continue reading “Why Startups can’t escape a Mobile-Focused Strategy Anymore [Infographic]”
Understanding customer churn numbers is very important for startup owners as it plays a crucial role in deciding the success or failure of their business. Customer churn rate directly impacts customer lifetime value and the ability to grow business. It also leads to:
First contact resolution (FCR) refers to a customer’s issue being fully resolved during the first interaction with a contact center. FCR is a vital key performance indicator to measure the quality of customer experience as well as the efficiency of the contact center. A high FCR rate means that less number of customers have to contact the center again for the resolution of their problem. This results in the saving of time and money for both the customer and the contact center. Continue reading “Everything You Need to Know About First Contact Resolution (FCR)”
There is no denying the fact that in times like these where we all are running out of time and attention span, there is absolutely no relevance and patience for outbound calls done the old way.
This is precisely why an increasing number of brands have started using Salesforce. But we would be kidding ourselves to identify this as the topic of discussion today.
The real problem that remains to be resolved is to use Salesforce effectively, and eventually boost sales closures. This is especially an inescapable concern, in the light of some unnerving statistics divulged by Clicktools and collected and analyzed by Bluewolf and the MIT Sloan School of Management Continue reading “Ameyo Engage for Salesforce: Boost your Sales Closures [Webinar]”
The Beginning
From antiquity, man has been in search of perfect assistance, the one who would do things for him in the easiest and best possible way. Wilhelm Schickard’s drawings of a not so reliable calculating clock are perhaps the first recorded step towards a Thinking Aide for man, further strengthened by the Boolean and Turing theories. But it was not until 1956, that a dedicated field of study aptly named as Artificial intelligence (AI), started solving complex problems like proving logical theorems, solving algebraic equations, speaking a language, designing a computer winning checkers etc., with a “brain” of its own. Research in AI was making long strides, even as commercial robots and movie based Cyborgs (Terminator), and Corporations (Skynet) awed the common man. Continue reading “Artificial Intelligence – How it transforms Customer Experience”
Data and its importance are talked by everyone. But most of the organisations collect and store customer’s data but they do not make use of it. The information that has been translated into a form that is convenient to move or process for the betterment of customers is derived from data. Data helps in improving and developing the relationship that marketers and customers share. The customers will experience an individual strength driven by the marketers or firm with the help of data. Continue reading “Connect with Data to Connect with Customers”
For any business, losing customers is similar to losing a good old best friend or parting ways with a long time girlfriend… ah the heartbreak!
Ok, I might have gone overboard with the comparison, but irrefutably, retaining customers is long shot for all businesses hoping to earn a good brand name and stifle competition.
Last I heard was that the cost to acquire a new customer is almost 5 times more, than to retain a present customer. This got me thinking – most firms might be getting it wrong. They are extremely focused on customer retention, and therefore almost completely miss the larger picture. Continue reading “5 Perfect Customer Acquisition Strategies that will save you Big Bucks!”
If you are working in a service industry, where you have to interact with customers on a daily basis, listen to their rants, issues, complaints, feedback, suggestions, inputs and sometimes short life stories too – you would agree with me that 7 out of 10 calls you attend, don’t go really that good. Continue reading “Don't Ignore App Feedback while boosting Customer Engagement”
Customers are the #1 priority for every company in today’s competitive world. If you want your customers to keep coming back for life, you need to deliver remarkable customer experience and satisfy them at every touch point. Businesses must truly value their customers as often it is customer service that can make or break a company. Continue reading “Do Startups Really Need to Offer Multichannel Support?”
When someone utters the word CFO, what are the thoughts that race through your mind?
If you are now imagining about a certain affluent personality who is just a money minting machine for a brand, then you should really reassess your views and opinions on the subject.
Gone are the days when the role of CFOs would only be restricted to overseeing the financial performance of a company. With the ever growing emergence of startups, the responsibilities needed to be carried by CFOs have increased exponentially. Continue reading “5 Indispensable Traits that CFOs need for Startups to Thrive”
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