Breakthrough Ways to Cut Customer Support Costs

When the smartphone came out, it completely changed the game for digital technology and communications. Suddenly, users no longer needed separate devices for music, the internet, phone calls, photos, GPS, etc. Instead, they had access to all of it in one hand with the push of a button - and the world never looked back.

Read More

Topics: Customer Experience, Customer Service/Support, Self-Service, Proactive Customer Service Solutions

High Traffic Does Not Equal Good Customer Experience

Just because a web page is popular doesn’t mean that it’s useful. In fact, it could be getting in the way of a more useful page. 

“We’ve recently decided to remove Basic rights at work, the most visited advice page on our website,” Hannah Horton from the UK’s Citizen Advice recently wrote. “It gets 70,000 visits a month and is in the top results for lots of queries about work problems on Google.”

Read More

Topics: Customer Experience, Customer Service/Support, Proactive Customer Service Solutions

The Mobile App: A Critical Part of Your Omnichannel Strategy

Chances are that most people turn to a mobile app on their smartphone every morning while starting their day, even before enjoying that first cup of coffee. Whether they are checking the weather, logging in their fitness routine, or adding the cost of their Starbucks latte to their weekly budget, it is clear that ‘mobile moments’ spent on apps have become an integral part of our daily routine.

Read More

Topics: User experience, omnichannel, Proactive Customer Service Solutions

Harness The Power of Predictive Self-Service

Ah, the future…

I marvel at how “the future” occupies so much of our focus, and yet it always looms just out of reach, never really “here” and always “out there.” It’s never quite real, the future; at least, not real like the present is perpetually real. In fact, the present is the only real thing we consistently have.

Read More

Topics: Customer Experience, answerdash, predictive self-service, Proactive Customer Service Solutions

The Power of Proactive Customer Service Solutions

The internet is growing and evolving quickly - and so are customer expectations. Today, over 40% of the world’s population is online, and these users are spending over $2.2 trillion dollars in the online retail space. On top of that, with new technologies and capabilities popping up every day, these customers have come to expect flawless online experiences where they can find the answers, products, or services that they are looking for quickly, efficiently and independently.

Read More

Topics: Customer Service/Support, answerdash, Proactive Customer Service Solutions, Freshdesk