Remove Customer effort Remove First call resolution Remove Upselling
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Slaying 6 Myths on Remote Visual Support

TechSee

Calling tech support and having a video call – well, that’s a whole different story. This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. lower high call volume. improve efficiency.

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How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

TechSee

Maximizing relationships with existing customers by improving communication and service processes is a clear priority in our customer-centric era. Implementing visual support in a call center directly affects the key elements that impact a business’ NPS: Reduced customer effort. Better resolution rate.

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5 Key Components for IVA Success

Interactions

An IVA that can tap into your CRM is able to proactively offer intents, recognizing that the customer has a payment due soon or that they have a shipment that’s on its way. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g., What is your current First Call Resolution rate?

CRM 62
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5 Key Components for IVA Success

Interactions

An IVA that can tap into your CRM is able to proactively offer intents, recognizing that the customer has a payment due soon or that they have a shipment that’s on its way. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g., What is your current First Call Resolution rate?

CRM 62
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How to Successfully Implement Customer Journey Analytics – Part 1

Pointillist

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

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3 Major Customer Service Mistakes and How to Fix Them

aircall

Correspondingly, making the customer jump through hoops just to find your phone number will make them that much more irate when they do call you up. You could go the extra-mile and further minimize customerseffort by providing a click-to-call button.

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How to Use the Phone to Your Business’ Advantage

aircall

It’s never too early to focus on customer centricity. When trying to qualify a lead, present an upselling opportunity, or follow up on a support ticket, the phone remains the most efficient method of collecting information. It can vastly reduce your Customer Effort Score , and increase satisfaction.

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