Customer Experience
“Siri, schedule an appointment with my dentist.” Talking into your mobile phone to schedule appointments may sound like something from a sci-fi novel twenty years ago. Today, voice is already one of the most transformational technologies for Generation Alpha. They are the first generation of kids to grow up with voice assistants and the majority…
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“We are experiencing higher than normal call volume to our customer service call centre. We are dealing with your enquiries as quickly as possible but please bear with us during this time.” It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of every customer hotline greeting the past…
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Think about the last thing you bought. Did you get it online or from a brick-and-mortar store? How easy was it to find what you were looking for, and was the transaction smooth and painless? Overall, did the brand make you feel like they understood you and your needs? Chances are, your answers to these…
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Customer experience is a crucial factor in building consumer trust. It can also make or break your business. This is doubly true for industries such as customer service, where frontline employees directly handle customer issues and requests. As a matter of fact, poor customer service has consistently ranked as the second most common reason for…
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