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.
Latest stories
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5 min read
How customer experience is helping payment companies and digital banks to differentiate
As consumers, we are living our lives through technology – and increasingly mobile technology at that.…
Article
6 min read
Google Business Messages: 3 best practices for customer service teams
Meet customers where they are and build stronger connections with them through Google Business Messages.
Article
7 min read
How to use Apple Messages for Business for customer service
Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.
Article
4 min read
Shaping an agile culture
In 2020, just 16 per cent of executives said they were confident that their firm’s drive…
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5 min read
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…
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7 min read
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…
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6 min read
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…
Article
11 min read
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.
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5 min read
The psychology behind customer engagement with surveys
Survey design psychology is a complex field, looking not only at the way your survey appears…
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3 min read
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…
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5 min read
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…
Article
4 min read
Why the digital evolution starts with customer loyalty
It was Deepak Chopra who said, “All great changes are preceded by chaos.” History has taught…
Article
7 min read
Business texting for customer service
Business texting is using channels like SMS and WhatsApp to deliver personalised, convenient and scalable customer service.
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13 min read
The 5 communication styles customer service agents need to know
As a customer service agent, having great customer service communication means everything.
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6 min read
Why customer service matters for fintech startups
Personal finance is so important to consumers that more than one third of Americans check their…
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7 min read
Customer self-service support: why companies need it and how to do it right
To offer superior support, customer service teams need their systems, tools, processes – and most of all – people to work in harmony.
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