Are mobile consumers’ expectations any different from those of traditional online customers? Of course, mobile customers have the same expectations as desktop consumers, but we found that always having information at your fingertips gives the mobile customer a stronger sense of entitlement to having an experience that is above and beyond.
So, what are the unique factors of customers who do business with you via mobile devices?
As we celebrate Independence Day here in the U.S., we are reminded of how lucky we are to live in a land of free enterprise. And being a company who partners with businesses in developing their customer engagement solutions, TouchCommerce is very aware of the role that customer analytics plays in carrying out that American vision of free enterprise.
...Proactive chat is just what it sounds like – proactive. The chat session is initiated when it is triggered by a predefined set of visitor behavior metrics. The customer hasn’t sought help yet, but their behavior, monitored through analytics, shows that they could benefit from live help. So your contact center makes the first move by politely offering assistance.
Both reactive and proactive have their advantages. Today, let’s look at the proactive approach.
Last week, we began our look into the challenges our customers face in meeting their customers’ ever-changing needs. In order to give them an exceptional customer experience online, they must understand the areas of their customers’ expectations. The first area we explored was the customer’s channel of choice.They expect to be able to do business with you in a variety of ways, all with the same level of service.
Now, let’s look at ease of use, personalization, and customer analytics.
A couple of months ago CustomerThink.com posted a blog entry that caught our attention regarding the evolution of customer service. The overall idea was that customers are constantly changing and the methods through which they prefer to contact customer service have changed since the days of picking up the phone or writing a pen-and-paper letter. And if your business doesn't adapt to its changing customers and adopt the new ways they want to be served, you will be left behind. We couldn't agree more!
We looked more deeply into this idea because it really hit home with the challenges our clients bring to us when customizing online engagement programs that meet their customers’ changing needs.
When customers - or rather - when PARTNERS become award winners… it thrills the TouchCommerce team to have been a part of the efforts that led to that award. That's the nature of how we do business. We partner with our clients in order to bring them optimal results in their customer engagement solutions. That's what we did with T-Mobile.
By Marina Kalika, Product Marketing Director, TouchCommerce
What is it that makes Big Data seem so enormous and scary? Data is nothing more than large virtual piles of information that continuously grow and expand. Depending on what kind of data you are collecting, Big Data holds a promise of great actionable insights that are pertinent to improving your business. However, in today’s digital world, the data expands at such a rate that it has the sense of being uncontrollable – chaotic. Extracting the right insights in a timely manner is crucial to using data effectively – good luck! It seems you need to be a Big Data wrangler to harness and make sense out of the beast.