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Tag "Mobile Service Cloud"

Sep 16, 2022 • Mobile Service Cloud

Hybridising Live Chat With a Chatbot

If your customer service strategy doesn’t include live chat, you could be missing out on a big boost to customer satisfaction scores. Live chat offers short waiting times and the ability for customers to get on with their day while your team solves their issues. However, it can be a burden for your customer service team as a large proportion of their time is often spent dealing with repetitive questions that are easily answered but time-consuming to resolve.

Sep 15, 2022 • Mobile Service Cloud

5 Tech Stack Essentials for Improving Customer Service in 2023

Are your customer service tools lacking the features your team needs to do its best work? And have you lost customers as a result? If so, your customer support tech stack might need an upgrade in 2023.

Aug 31, 2022 • Mobile Service Cloud

How To Meet Customer Demand On The Move

Today’s transport operators face a fresh set of challenges. Sharing data between different parts of the organisation. Keeping customers happy across a multitude of channels. And leveraging technology to answer customer expectations—which can be summed up as “get it right, right here, right now”. These aren’t simple issues.

Aug 17, 2022 • Mobile Service Cloud

Gen Z: The Future of Customer Service

More than any generation before it, Gen Z has a different attitude towards the work environment and work-life balance. Born between the mid-90s and approximately 2010-12, depending on who you ask, Gen Z have been immersed in social media from a relatively young age and have never known a time before mobile phones and the internet. They’ve been ‘plugged in’ since day one. For that reason, they embrace technology more readily than any generation before them.

Aug 11, 2022 • Mobile Service Cloud

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions are likely to arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organisation. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Jul 15, 2022 • Mobile Service Cloud

How To Optimise Customer Conversations via Instagram’s Direct Messages

Building meaningful relationships with customers is something we all wish to do. A good customer relationship will increase brand loyalty and, in the long run, revenue. Instagram is an excellent place to build good customer relations due to its social nature.

Jul 06, 2022 • Mobile Service Cloud

Live Chat: A Powerful Way to Improve Customer Service

“The struggle that exists today pits profits against the necessity for total customer satisfaction. The truth? Not everyone lives by the credo that the customer is always right. Not everyone is as concerned with customer satisfaction as others are. But it's those who don't relent and cave into the pursuit of profits above all else who ultimately win in this ruthless business climate.” - Entrepreneur

Jun 28, 2022 • Mobile Service Cloud

Create Powerful Customer Experiences With the Integration of Mobile Marketing Cloud and Mobile Service Cloud

Consumers are nothing like the consumers of, say, ten years ago. They are more critical than ever before and have razor-sharp requirements. They expect speed, convenience, and reassurance right at their fingertips. Meeting these expectations is quite a challenge. Especially if the marketing and customer service departments operate independently, these departments need to work together seamlessly to serve today's consumers best.

Jun 14, 2022 • Mobile Service Cloud

Why Encourage Collaborative Customer Service?

In customer service terms, the fastest route to a satisfactory resolution for the customer is undoubtedly the right one. But how can you deliver outstanding customer service and avoid overloading your agents? The answer is to implement collaborative customer service…

Jun 14, 2022 • Mobile Service Cloud

Be Ahead of the Game With 3 Takeaways for the eCommerce & Retail Industry

Retail and eCommerce are all about creating seamless customer journeys and excellent customer experiences. As a retail and eCommerce business owner, how do you keep up? You have to go above and beyond what is expected of you, to give your customers an experience that they won't soon forget. Not only is this the best way to stand out in an increasingly competitive market, but it also helps you retain your customers longer, as well as bring in new ones!

Jun 10, 2022 • Mobile Service Cloud

The Future of Customer Service Starts With Multidisciplinary Teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand, forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional customer experiences.

Jun 03, 2022 • Mobile Service Cloud

Chat Apps - Choosing Between Channels

There’s a plethora of messaging apps and mobile communication channels available worldwide. Various apps exist, native applications are growing and also standard SMS text messages are still widely in use. In what channel should you invest your resources?

May 10, 2022 • Mobile Service Cloud

An Actionable Guide on UX Using Omnichannel Communication

If you’re in the business of sales – whether it’s a physical product or a service – then you’ve likely come across the concept of omnichannel user experiences (UX) through a Mobile Service Cloud. If you haven’t, then you need to read on.

May 09, 2022 • Mobile Service Cloud

Drawing up an Omnichannel Customer Experience Strategy

No matter what you’re trying to achieve, rushing headlong into it without a strategy is a sure-fire recipe for failure. And if customer experience is the victim of such lack of planning, then the damage to your business can be high: think the harming of your business reputation, loss of customer goodwill, and the eventual decline in sales.

Apr 12, 2022 • Mobile Service Cloud

Six Ways to Show More Empathy in Service Conversations

Customer Service has always been about (not surprisingly) the customer. Are tech, big data, AI, and automation changing this? No! It will always be about the customer. Even when you're automating a lot, you cannot forget the human touch. For customer service agents, empathy is one of the most important skills. We give you six tips to help your team have more empathic service conversations.

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