Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Our recent report showed that while 73% of support leaders say customer expectations are increasing, only 42% of them believe that they’re actually meeting those expectations. That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Steven Van Belleghem

FEBRUARY 9, 2021

Did you know that Nordstrom once refunded a customer for a tire while it didn’t even sell tires? One of the reasons that Nordstrom has been successful for almost 120 years is that the staff is trained to strive to get you a “yes” to anything you request. In 1975, a man returned to a store with four snow tires in the bed of his truck. He bought the tires at a tire shop several weeks before, and he needed to return them.

Customer Experience 104

Customer Experience Customer Feedback Sales 104

Comm100

FEBRUARY 9, 2021

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries. From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to ins

Sales 57

Sales Manufacturing Social Media Customer Satisfaction 57

Ameyo Callversations

FEBRUARY 9, 2021

2020 ended the debate whether call centers should move to the cloud. With its inherent flexible features, cloud call center software saw a significant adoption in 2020. Sales, service, and collection departments have moved to remote work environments, paving the way for adopting cloud call center software at length. What led to cloud solutions’ tremendous growth can be simplified into three segments: Scalability, Security, and Integration Capabilities.

E-commerce 52

E-commerce Compliance CRM Business Growth 52

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Service Quality Institute

FEBRUARY 9, 2021

Amazon just released its 2020 annual sales. I follow Amazon every day. Jeff Bezos is stepping down to become executive chairman and promoting Andy Jassy to CEO. Andy was CEO of Amazon’s cloud business (AWS). Sales with AWW were $45.4 billion in 2020 with an operating net income of $13.5 billion. This is business to business sales. In humor but true I always say most people do not copy Amazon because they do not want to have a sales increase of $105.6 billion, a stock increase of 76% and h

Gambling 40

Gambling Start-ups Sales Innovation 40

Knowmax

FEBRUARY 9, 2021

Steps to create decision tree for your contact center.

Contact Center 52

Contact Center 52