The age of smartphones has given us a virtual encyclopedia set in our pockets, a 24-hour guru available to answer life's deepest questions, an endless supply of experts who have created self-help videos on just about anything. This omni-present provision of information has developed in our mentality an expectation of self-serve options from brands.
It's a new year and we're excited because we're already getting recognition for our innovative technologies and solutions. It started in early January when the editors of popular trade publication, Website Magazine, recognized TouchCommerce as a "Digital Power Player" in the category of Customer Care...
In 2016, social media will continue to impact the customer journey as brands leverage it to deliver engaging experiences. Customer service is the most prevalent usage of social media between brands and customers. The following are industries that can benefit most from social customer service.
Engaging with customers is a two-way street. Not only does it involve pushing content out to customers, but it is more importantly about receiving what the customer has to say. By listening to them and providing the solutions they seek, brands can foster loyalty and produce better results.
Creating this kind of alignment with customers involves five elements.
"Hands down this was THE BEST CUSTOMER SERVICE I HAVE RECEIVED FROM AT&T IN THE 8 YEARS I HAVE BEEN WITH YOU!”
This sentiment echoes the delight customers experience after engaging with the new AT&T online chat. Through a strong B2B partnership, AT&T and TouchCommerce were able to work closely together to implement a chat program, delivering millions of dollars in savings and substantially increasing customer satisfaction.
In the travel industry, it is now a buyer's market; the competition is tough for today's travel/hospitality brands. (Deloitte) Therefore, these brands must provide a mobile experience in order to survive. Because of mobile, their customers are becoming more informed and empowered, their decisions are being heavily influenced by consumer reviews and social media, and they are using multiple devices throughout their journey...
2015 was a year of creating extremely effective customer experiences – because customers expect so much more than the status quo. With their always-connected mentality, customers have forced retailers to think outside the box in order to engage and connect with them.
Online shoppers enjoy the ability to help themselves while browsing and purchasing. However, if they do need help, they want it quickly, and they want it online. If they approach your brand online, they don't want to have to switch gears and make a phone call only to be put on hold.
In our last post, we discussed the merits of brands interacting with their customers on social media and the challenge of conducting customer service conversations in more private settings without compromising the customer’s chosen method of communication. Recently, we introduced our latest solution, TouchSocial, which helps brands to engage with consumers on social media platforms by inviting them to a personalized engagement experience on the brand’s website.