The pandemic has deeply transformed the business of companies and caused major changes in consumer behavior. In 2021, companies had to consolidate the digital transformation, launched in 2020 for most of them, to meet new customer demands. To do so, brands have adopted relevant strategies and implemented innovative solutions to optimize customer relations. The customer relationship in 2022 will be placed under the sign of...
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The year 2022 will be shaped by the acceleration of the digital transformation of Field Service, but also by societal trends that will play a role in this sector. We propose to explore these trends and see how you can take action to improve the quality of your services and your productivity....
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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...
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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...
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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...
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Satisfaction is the number one issue for customer services and is at the heart of all concerns. To optimize these services and to ensure their efficiency, companies use many indicators. First Contact Resolution measures the quality of the customer service, the efficiency of the call center and the resolution processes of the requests from the first contact....
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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...
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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,...
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In the digital age, digitization has become a priority for companies wishing to meet new expectations of their customers. The digital transformation of the customer support requires implementation of tools that allow the company to better communicate. Increasingly used, visual assistance solution is one of these high added value tools....
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Remote visual assistance can help to reduce the impact of various crises such as the one the world is currently facing with the COVID-19 epidemic which continues to spread around the world and already affects more than 200 countries....
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