Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing.
Publish Date: September 19, 2019
Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs.
Publish Date: August 26, 2019
The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Then you had to verify your identity with security questions, explain your issue, and hope that the problem could be completed by the first agent. The reality was that you would likely be transferred and have to repeat this process multiple times before the issue was resolved.
Publish Date: August 7, 2019
Publish Date: July 23, 2019
UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.
Publish Date: July 16, 2019
Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction.
Publish Date: July 11, 2019
Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Essentially, it is software that can interact with a human.
Publish Date: June 20, 2019
According to research from GfK MRI, 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.
Publish Date: June 4, 2019
Interactive voice response (IVR) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device, subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.
Publish Date: May 14, 2019
Pre-internet customer support consisted of in-person help at a retail store to return an item, get product help or speak to a salesperson about a potential purchase. Call centers, originally known as private automated business exchanges, were created in the 1960s. Interactive voice response (IVR) was invented In the early 1980s and continues to be used today. Customer support in the mid-to-late 20th century had two main channels: a phone call or talking to someone in a store.
Publish Date: April 4, 2019
Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.
Publish Date: March 28, 2019
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution.
Publish Date: March 21, 2019
UJET previously discussed issue complexity and urgency for customer support. There isn’t an ideal single channel for customer support because issues all have different levels of complexity and urgency.
Publish Date: March 14, 2019
There are specific terms that are tossed around along with different acronyms in every industry. The faster these terms are understood, the faster new agents, managers and supervisors can respond to requests for information, making reports or planning strategy.
Publish Date: March 7, 2019
When you know more about your customers, you can provide the best possible experience at all times. It sounds simple enough, but gathering the right kind of customer data requires tact and understanding from your agents of what kind of information is valuable to the company as a whole.
Publish Date: February 28, 2019