Customer service is at the core of customer experience. It’s the service that has changed the most in recent years, and its importance in companies is growing. Salesforce Research recently published its fifth edition of the "State of Service" report in which 8,050 customer service professionals were surveyed....
Read More
In the age of customer experience, consumers are more demanding than ever with brands and care more about the experience than the product itself. Yet the customer journey is littered with potential irritants: waiting too long, out of stock, inability to speak to a human being when calling customer service...
Read More
The use of video for customer relations has grown considerably with the sanitary crisis. It allows to combine human and remote relationships while optimizing customer satisfaction. Discover through this infographic, the key figures of video communication for customer relationship....
Read More
Customer loyalty is a major issue for companies. But what really keeps a customer? According to Gartner, it is the level of effort that the consumers have to deploy to interact with a brand that would impact their loyalty level. In this article, we will explain the Customer Effort Score, its importance for customer retention and how to optimize it thanks to visual assistance....
Read More
Customer experience is a key element of brand strategy, as it is one of the major challenges in building customer loyalty. But the customer experience cannot be separated from the employee experience. In this article, we will explore the links between customer experience and employee experience as well as some ways to improve employee engagement....
Read More
Essential to the business of most companies, customer service is often perceived as a cost center, and rising customer expectations in recent years have further accentuated this perception. Customers have become more demanding, more informed, and more volatile. According to a Hubspot study that surveyed customer relationship professionals in companies around the world and of all sizes, 93% of them consider customer expectations to be...
Read More
Providing an optimal and satisfying customer experience is essential for brands today. To achieve this, they must not only provide quality products and services, but also create an optimized and fluid customer journey. Indeed, a satisfied customer is much more likely to renew his purchase and to talk about it around him. The customer journey is a series of decisions. Each decision taken by a...
Read More
The video call is a means of communication known by all. But when it is used by businesses, video calling also becomes a tool to improve customer relations. More specifically, video allows brands to enrich their omnichannel strategy and offer an exceptional experience to their customers. The reason why video calling is so interesting is because it can be easily deployed in a multitude of...
Read More
Videoconferencing is a means of communication that has been used by companies for many years to connect geographically distant interlocutors. Until a few years ago, the use of videoconferencing required the presence of a hardware and software infrastructure that imposed considerable constraints. With the emergence of WebRTC technology, these constraints disappear and allow the use of videoconferencing to be democratized and no longer limited exclusively...
Read More
The health measures linked to the global pandemic have led to a change in the use of digital technology on both the personal and professional sides. Video calling has been one of the most used tools since the arrival of COVID-19. Video conversations have mainly been adopted by companies for teleworking and by individuals to maintain social ties with their close relatives. Beyond these uses,...
Read MoreTo get our news and content update, subscribe to the newsletter Subscribe
