7 Ways to Deliver an Unbeatable Customer Experience

With the increasing integration of social media in our everyday lives, both people and businesses are becoming rapidly more connected to one another. It is because of this development that business models are now having to adapt to more personal spheres of communication, like marketing, social media engagement, and customer service. Engaging potential consumers has become much more involved as a process than plunking a few rotating advertisements in newspapers and television breaks.

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Topics: Customer Experience, Customer Service/Support, Customer Success

HOW CAN THINKING SMALL PROPEL YOU TO GREATNESS?

It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”

Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His goal is for VW to be one of the best in the industry. His bold move was to tell the audience, which consisted of the ownership and management of the Volkswagen dealerships throughout the country, that everyone should think small. Really? How can thinking small propel you to greatness? Well, it turns out Jason was onto something… BIG!

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Topics: Customer Experience, Customer Service/Support, Customer Success

How TireBuyer Increased Their Sales Revenue per Visitor by 13% In Only a Few Weeks

Some consumer products require a bigger and longer thought process in regards to purchases than others. One example of these products are tires. Reaching 2.6 billion units in sales in 2016, tires are an integral part of almost everyones daily life whether they own a car or not, yet they aren't often acknowledged until its time for replacements.

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Topics: Customer Success, predictive self-service, increase conversion rates, increase online sales, TireBuyer

11 Changes That Are Revolutionizing The Customer Support World

New technology and higher customer expectations are rapidly changing the game for customer service and the customer experience. The short version? Digital is taking over and customers want more, faster. If you want to meet the needs of your customers and stay ahead of the competition, then, you have to prepare for these changes and understand how they will impact your business and your job. Let’s break it down.

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Topics: Customer Experience, Customer Service/Support, Customer Success, Chatbot, Self-Service

B2B Buyers Don't Want to Talk to You. They Want a Frictionless Self-Service Experience.

Once upon a time, interpersonal interaction was the key to many successful business strategies. But today, things have changed. People’s first demand isn’t interpersonal interaction—it’s convenience.

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Topics: Website Self-Service, Customer Experience, Customer Success, answerdash, Instant answers, predictive self-service

5 Best Practices for Providing Customer Self-Service with a Full-Service Feel

From banking to bill paying, self-service is the new norm. Consumers are increasingly being empowered to do almost anything themselves online, from checking prices to checking in at the airport. Where there’s a will, consumers want a way, and that includes procuring their own customer service.

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Topics: Customer Service/Support, Customer Success, Full-Service, Content, Self-Service

Chatbots are Revolutionizing Customer Service

Customer support is rapidly changing. What is next in the world of customer support? In a word – Chatbots. Messaging platforms are already wildly popular for peer-to-peer interaction on mobile. Between Facebook Messenger and WhatsApp (both owned by Facebook), there are over 2 billion users on both platforms. Facebook is now developing Messenger as a B2C support channel and already thousands of brands have launched chatbots on Messenger channels.  

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Topics: Customer Service/Support, Customer Success, answerdash, chatbots

60% of Traffic But Only 16% of Sales: Solve the Mobile Web Challenge for Good

The mobile industry is booming and more people than ever are visiting online retailers via their mobile devices. During Q2 of 2016 alone, smartphones accounted for nearly half of all traffic to eCommerce sites, a 10% increase from Q2 of 2015. Overall, more than 50% of traffic to leading US websites today comes from mobile devices, and global statistics on consumer mobile usage and adoption forecast mobile traffic to increase ten-fold by 2017.

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Topics: Website Conversion Optimization, Customer Success, predictive self-service

The Future of Intelligent Self-Service Technology

Bill Colleran, AnswerDash CEO interviews CX Expert Shep Hyken to hear his many insights into customer service and learn what trends he predicts for self-service.

I recently connected with CX Expert Shep Hyken to hear his many insights into customer service and learn what trends he predicts for self-service. Check out the interview to see what you can apply to your business! 

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Topics: Website Self-Service, Customer Experience, Customer Success, Instant answers

5 Questions to Test Your Web Engagement Savvy

Ever since the inception of the internet, one of the most popular ways to measure how successful a website is, is through page views. One would think that the more page views a website has, the more successful a website is.

However, using page views to count popularity doesn’t tell companies about whether customers are engaged in the website or not. While a lot of customers can be attracted to a website and will go and view it, it doesn’t always mean that they will stay on the page.

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Topics: Customer Experience, Customer Success