Customer Engagement

Prioritizing your customers and strengthening your business are two sides of the same coin. Ask your customers what they want and need first—then find creative, insightful ways to follow through.

Article

Finding the recipe for the new, connected retail experience

To say that 2020 was a challenging year for retail is somewhat of an understatement. But…

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Why an AI chatbot should be the gatekeeper to your customer service Article

Why an AI chatbot should be the gatekeeper to your customer service

The best way for your brand to manage and prioritise customer requests is to provide a single entry point to your customer service channels. Learn how

Shaping an agile culture Article

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

Agile practices (4): Prioritising fast responses with live channels and social messaging Article

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…

What is forum software and how can it benefit customers? Article

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

Live chat: how can you make it work for your customers? Article

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

B2B customer service: what it is and how to do it right Article

B2B customer service: what it is and how to do it right

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts.

The psychology behind customer engagement with surveys Article

The psychology behind customer engagement with surveys

Survey design psychology is a complex field, looking not only at the way your survey appears…

Contact centres vs call centres: what is the difference? Article

Contact centres vs call centres: what is the difference?

Are you unsure whether to invest in a contact centre or a call centre to help…