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While the benefits of the cloud are obvious, figuring out the logistics is less clear.
Sixty-four percent of customers would rather text a business than call, according to a Harris Poll/OneReach survey. (Featured on SmartCustomerService,com.)
Strategies for gaining a competitive edge.
It's not what you have, but how you use it.
Add essential insight to contact center and back-office operations.
Provide associates with technology and training to meet consumers' changing expectations.
Tips for capitalizing on a treasure trove of information.
Build relationships that maximize revenue and grow market share.
Focus on your customers' lifetime value.
Multichannel customer journeys can make or break your business.
Make sales reps' jobs easier with the best resources available.
Empower shoppers and streamline your business processes.
E-commerce sites must make lasting impressions—and quickly.
Here's how to get customers to complete their purchases in-store. (Featured on SmartCustomerService.com.)
Service teams are taking on cross-sell and up-sell responsibilities, while insides sales are answering service requests. Are you ready for a new era of customer service? (Featured on SmartCustomerService.com.)
Modern technologies must be combined with tried-and-true techniques.
Speaking directly to customers offers unique insights into their needs—and how your business can meet them.
A multichannel strategy trumps low prices and promotions to snag this elusive audience. (Featured on SmartCustomerService.com.)
Reports of CRM's demise may have been greatly exaggerated. (featured on SmartCustomerService.com.)
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