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Customer Experience

zendesk

Let's get phygital: blurring online and IRL retail customer experiences

As shoppers trend towards becoming true omnichannel consumers, they’re opening both their real and virtual wallets. Consumers who blur the line between IRL and online shopping spend 70% more often – and about 34% more than people who shop exclusively in-store, according to McKinsey.

freshworks

How the C-suite can navigate the intersection of AI, crypto, cloud and more

If the recent hype around ChatGPT is anything to go by, the world seems to be reaching an inflection point in artificial intelligence (AI) and associated tools. (GPT stands for Generative Pre-trained Transformer, a large language model for generating text using deep learning.)

teamsupport

Why A Seamless Customer Experience Is Vital To Your Business Success

A seamless customer experience is one where the customer interacts with a company in a smooth, effortless manner. The customer feels that their needs are understood, meaning the company is able to anticipate the customer's needs and proactively offer solutions. For example, a company that offers personalized product recommendations based on the customer's purchase history is demonstrating an understanding of the customer's needs.

freshworks

7 Proven Strategies to Improve Customer Service in BPOs

Customer service business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house operations—and some additional ones of their own. They’ve got to keep several plates spinning at all times such as: Do they have a secret sauce that helps them to achieve that?

Recession-Proof your 2023 CX Strategy | Webinar with Maranda Dziekonski, Chief Customer Officer

Maranda is a huge proponent of baking in efficiency in the customer service processes and building scalable processes that grow with the team. Join Maranda and Aneta from Netomi to learn about how to build a recession-proof CX strategy for 2023.
Netomi

The Top 6 Trends CX Leaders Need to Pay Attention to in 2023

Brands face unique challenges heading into 2023 as they balance the variety of changes the last few years have brought on—a looming recession, staffing shortages across all industries, and significant shifts in consumer behavior and expectations brought on by the pandemic. The only certainty is that the quality of customer experience (CX) is more important than ever. There’s a good reason why you should be ranking CX high in your priorities for the coming year.

freshworks

What is First Call Resolution? [+Best Practices And Tips To Improve FCR]

First Call Resolution is a vital contact center metric that monitors accurate and prompt support, tracking the number of customer issues resolved within the first support call. Fast-paced consumers want brands to value their time and expect their needs to be met on time—no matter how they get in touch with the brand— which makes FCR a leading indicator of customer happiness and a direct measure of a call center’s operational efficiency.

freshworks

The Ultimate Guide to Net Promoter Score

Measuring your Net Promoter Score (NPS) is the most effective way to gauge customer satisfaction. NPS dates back to 2003, when Fred Reichheld, a partner at Bain & Company, introduced a novel way of measuring how pleased your customers are with the products and services you deliver. If you’re unfamiliar with NPS, this guide will help you understand what NPS means and how you can use NPS for your business growth and to improve customer satisfaction.

freshworks

How to Apologize to a Customer (Tips+Examples)

If you’re in customer service, you’re likely to run into angry/frustrated customers who are facing a difficult time with your product or service. In these situations, you should know how to apologize to a customer properly. From the tone of your apology to how you write an apology statement, it shows the customer that you genuinely understand their position and are actively working towards fixing their issue.