Tips

Tips

• 8 SMS marketing software to know in 2023

  SMS marketing is the best way to reach customers where they are. These platforms can help organizations send automated replies, add personalization and integrate with other tools.  Continue Reading

• 8 CX challenges facing organizations and how to address them

  There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level.  Continue Reading

• 7 benefits of customer experience management

  A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management.  Continue Reading

• Top 9 best SMS marketing examples, with templates

  How can marketers write the perfect text message to engage customers? Templates can help. Explore examples of common SMS marketing messages, like product alerts and event invites.  Continue Reading

• How to create customer profiles, with examples

  Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started.  Continue Reading

• 6 risks of ChatGPT in customer service

  Despite ChatGPT's customer service benefits, organizations must understand the technology's risks, such as fabricated information, bias and security concerns.  Continue Reading

• Top 10 customer data privacy best practices

  To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings.  Continue Reading

• Top 10 SMS marketing best practices

  Customers may be willing to opt into receiving texts from a brand, but marketers should follow various best practices to ensure they don't overload or overstep with customers.  Continue Reading

• How to avoid greenwashing as a marketer

  Greenwashing can erode customer trust and damage brand reputation. To avoid it, organizations can offer evidence to support their claims and use sustainability certifications.  Continue Reading

• 6 customer success plan templates for common situations

  Customer success teams can follow the same general processes to onboard, renew or offboard customers. These templates can help shape those outreach strategies.  Continue Reading

• 5 best practices for a sustainable marketing strategy

  Sustainable marketing can boost brand loyalty, but marketers need an effective strategy. Brands should commit to a larger purpose, take a long-term approach and remain consistent.  Continue Reading

• 8 customer success software platforms to consider

  Proper customer success requires the right tools to keep customers satisfied. Here, dive into eight popular platforms on the market, including their features and benefits.  Continue Reading

• 7 customer success best practices

  Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.  Continue Reading

• 7 examples of sustainable marketing

  Organizations can help the environment, society and their bottom line at the same time with sustainable marketing. Examples include charity partnerships and social transparency.  Continue Reading

• 10 customer success KPIs and metrics to track

  What's the best way to tell if customers are satisfied? These 10 customer success KPIs and metrics can gauge everything from potential customer churn to retention.  Continue Reading

• 5 examples of e-commerce content marketing strategies

  Content marketing strategies with personalization, thought leadership research, SEO and diverse content types can help e-commerce companies reach and engage more customers.  Continue Reading

• Field service management software vendors to know in 2023

  The COVID-19 pandemic turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Find out which features vendors offer.  Continue Reading

• The future of field service management and trends for 2023

  Contactless, cashless and self-service abilities mark the new standards for field service. The future of field service brings flexibility and convenience for workers and customers.  Continue Reading

• 6 e-commerce email marketing strategies to heed

  Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue.  Continue Reading

• 4 types of customer data platforms

  Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data.  Continue Reading

• Top 8 e-commerce marketing platforms to consider

  An e-commerce marketing strategy is no longer optional. Organizations need a marketing platform that meets their e-commerce teams' needs, can customize websites and is affordable.  Continue Reading

• 5 examples of personalization strategies

  These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers.  Continue Reading

• 10 e-commerce marketing strategies for your business

  Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.  Continue Reading

• How to choose a customer data platform

  CDPs centralize customer data, which can improve marketing insights. To choose the right CDP, CX leaders can create a team of stakeholders, identify goals and compare products.  Continue Reading

• Business benefits of a customer self-service strategy

  Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy.  Continue Reading

• How to create the right self-service content for customers

  Organizations should provide useful content to customers to help them solve problems without contacting customer service. Effective content gives customers answers quickly.  Continue Reading

• 5 benefits of workforce optimization in contact centers

  In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.  Continue Reading

• Top 8 workforce optimization software tools to consider

  Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9.  Continue Reading

• 10 tips to enhance and promote self-service platforms

  Self-service platforms should be visible to customers, emphasized across all touchpoints and meet customers' needs. These tips can help enhance and promote self-service.  Continue Reading

• How to create a zero-party data strategy

  Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.  Continue Reading

• 6 customer self-service best practices

  Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX.  Continue Reading

• 9 disadvantages of self-service options

  Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users.  Continue Reading

• Top 10 e-commerce software companies

  E-commerce platforms can help organizations design and operate engaging online shops. Companies like SAP have offerings for large enterprises, whereas GoDaddy and Wix target SMBs.  Continue Reading

• 4 types of loyalty programs and their benefits

  Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at four loyalty programs and what they offer.  Continue Reading

• Key steps for an e-commerce planning process

  E-commerce can help organizations grow their business online, but the venture brings the most success if planned properly. These steps can start organizations on the right path.  Continue Reading

• How to market a loyalty program effectively

  Loyalty programs boost customer retention, but organizations must first convince customers to sign up. Marketers can incentivize referrals and use mobile apps to gain enrollment.  Continue Reading

• 5 ways to use social media in supply chain management

  Amid a supply chain crisis, customers often turn to social media to voice frustration. Organizations need honesty, empathy and informative content to help disgruntled customers.  Continue Reading

• Understanding the customer journey on a mobile app

  Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical.  Continue Reading

• How to create a customer loyalty program in 9 steps

  A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program.  Continue Reading

• The role of customer service in the supply chain

  Amid a supply chain crisis, delays can cause customer satisfaction to plummet. Organizations must use transparency, personalization and empathy to enhance customer service efforts.  Continue Reading

• 5 best practices for customer journey mapping

  As CX teams create customer journey maps, they must set clear goals, collect feedback and embrace creativity. Failure to follow best practices can leave teams with inaccurate data.  Continue Reading

• 4 real-world customer journey map examples

  Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward.  Continue Reading

• How to fit customer experience security into your strategy

  Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX.  Continue Reading

• 5 customer journey phases for businesses to understand

  The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success.  Continue Reading

• Compare pros and cons of live chat vs. phone support

  Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other.  Continue Reading

• Understanding the 3 types of CRM systems

  To get the most out of a CRM system, organizations must decide whether an operational, analytical or collaborative CRM system is right for them.  Continue Reading

• 7 reasons why businesses need mobile apps

  Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX.  Continue Reading

• What are the benefits and challenges of CRM?

  CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.  Continue Reading

• The future of DMPs in a post-cookies world

  DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.  Continue Reading

• 5 upcoming CCaaS trends to watch

  As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS.  Continue Reading

• Best practices for initiating chatbot-to-human handoff

  Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration.  Continue Reading

• How the convergence of UCaaS and CCaaS affects businesses

  The UCaaS and CCaaS markets began to converge so organizations could handle internal and external communications on one platform. But integration requires planning and consideration.  Continue Reading

• Call center compliance checklist for hybrid workforces

  As many call centers embraced remote work amid the COVID-19 pandemic, compliance became difficult to monitor. A checklist can help call center managers maintain proper compliance.  Continue Reading

• Will Google kill third-party cookies?

  The end of third-party cookies has been on the horizon for years. For marketers, this termination means finding new strategies and alternatives to third-party data.  Continue Reading

• How do experience maps vs. customer journey maps differ?

  Customer experience maps and customer journey maps serve as the blueprints for buyer interactions. Despite these maps' similarities, they play different roles in organizations.  Continue Reading

• First-party vs. third-party cookies: What's the difference?

  First-party cookies track user engagement, while third-party cookies are central to many marketing and sales strategies. Yet the two types are more similar than one might think.  Continue Reading

• How to manage remote call center agents

  Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance.  Continue Reading

• Top 5 challenges in field service management

  Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success.  Continue Reading

• Call center security best practices to protect customer data

  If customers know an organization can keep their data safe, they have more positive experiences. These best practices can help establish trust and keep data safe in call centers.  Continue Reading

• How to train agents on call center fraud detection

  Poorly trained call center agents are easy targets for bad actors. Organizations must prepare for call center fraud with proper agent training and anti-fraud technologies.  Continue Reading

• Benefits of moving to a cloud contact center

  Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition.  Continue Reading

• How to train contact center agents remotely

  As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started.  Continue Reading

• How to choose the right CRM software for your organization

  Choosing the right CRM software can be daunting for organizations. Follow these five steps and best practices to ensure the search, adoption and deployment processes go smoothly.  Continue Reading

• How relationship marketing works, its pros, cons and levels

  An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones.  Continue Reading

• 5 popular revenue operations platforms to know

  The right revenue operations platform can unite the sales and marketing teams and drive revenue growth.  Continue Reading

• 10 voice of the customer tools to consider

  A voice of the customer tool is invaluable for creating an action plan to improve the customer experience.  Continue Reading

• Inside 5 big-name relationship marketing strategy examples

  How does Nike form an emotional bond with sneakerheads? How does Starbucks know what latte flavors customers want? The answer lies in their relationship marketing strategies.  Continue Reading

• Top 7 call center agent performance metrics to track

  To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive.  Continue Reading

• Top 10 contact center platforms of 2021

  Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip.  Continue Reading

• Best practices for call center agent training programs

  Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles.  Continue Reading

• What to ask in a voice of the customer questionnaire

  An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services.  Continue Reading

• Getting started with a revenue operations strategy

  A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps.  Continue Reading

• 7 best practices for a voice of the customer program

  A voice of the customer program can be tremendously fruitful for an organization -- if it is done well.  Continue Reading

• Why businesses need voice of the customer analytics

  With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics.  Continue Reading

• 5 real-world multichannel marketing examples

  Companies with effective multichannel marketing focus on brand reach, message, consistency, engagement and experience. It's important to meet customers on platforms they prefer.  Continue Reading

• On-premises vs. cloud contact center: What's the difference?

  On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit.  Continue Reading

• 6 steps to create a contact center RFP

  As CX leaders plan a contact center RFP, they should follow these six steps -- including conducting research and asking relevant questions -- to ensure a successful result.  Continue Reading

• How to define contact center technology requirements

  Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider.  Continue Reading

• 6 personalization software options to know in 2021

  Personalization software enables marketing teams to customize experiences for customers. There are many options to choose from with varying capabilities.  Continue Reading

• Sentiment analysis: Why it's necessary and how it improves CX

  Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX.  Continue Reading

• 6 ways to use analytics to improve customer engagement

  Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have.  Continue Reading

• 10 sentiment analysis tools to consider

  Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need.  Continue Reading

• Top 5 personalized marketing examples and their takeaways

  Personalization is a marketing tactic that is easy to get wrong. Learn from the best with five examples of successful campaigns that used personalization.  Continue Reading

• 4 tips for creating a personalized marketing strategy

  Companies must deliver relevant content and personalize their marketing strategies if they want to see an increase in revenue and brand loyalty.  Continue Reading

• The future of personalization in marketing

  One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition.  Continue Reading

• 10 lead scoring best practices to improve sales efficiency

  Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads.  Continue Reading

• How to craft an effective multichannel marketing strategy

  Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses.  Continue Reading

• 4 tips for effectively handling emails in a call center

  New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies.  Continue Reading

• The top real estate CRM software

  Today's competitive real estate market highlights the importance of CRM systems that provide listings management and property tracking, as well as typical CRM system features.  Continue Reading

• Empathy in customer experience drives company success

  Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company.  Continue Reading

• 5 ways to improve a customer self-service strategy

  In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options.  Continue Reading

• How the Salesforce-Zoom integration benefits sales

  Video conferencing is now the primary form of communication for sales and marketing teams that rely heavily on meetings. The Salesforce Zoom integration increases efficiency.  Continue Reading

• Why companies shouldn't overlook mobile customer engagement

  Companies that have a mobile customer engagement strategy can improve personalization, connect with customers over various channels and provide an easy buying process.  Continue Reading

• 10 technologies to transform customer experience in 2021

  AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience.  Continue Reading

• Transactional vs. relationship marketing: Key differences

  Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.  Continue Reading

• 8 customer service metrics to measure call center success

  Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with.  Continue Reading

• 6 demand-generation strategies to drive business

  Among the demand-generation activities to increase awareness of a business's products and services are creating buyer personas and investing in content creation.  Continue Reading

• 8 best practices for call center monitoring programs

  To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software.  Continue Reading

• 5 benefits of developing diversity in customer service

  Creating an environment of diversity and inclusion within customer service teams is essential in today's market. Here are some ways that businesses can benefit.  Continue Reading

• 5 digital customer experience trends for businesses to consider

  Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings.  Continue Reading