customer care

These days, consumers expect outstanding experiences throughout the purchase journey. While customer experience is a cross-functional responsibility, there’s one team that plays a particularly critical role: the customer care team. Customer Care Reps: The Unsung Heroes  Your customer care representatives are brand ambassadors. They’re the folks interacting with customers day in and day out. These…

Think having great products is enough to guarantee success? Well, you might want to think again. According to Salesforce research, 84% of customers say the experience a company provides is just as important as its products. So if you’re looking to grow your business (aren’t all brands?), then you’ve got to make it a top…

Walking into a brick-and-mortar store and speaking with a sales or customer service associate or picking up the phone and dialing an 800 number were once the primary ways consumers communicated with brands and got pre- and post-sale service. But that’s no longer the case. Today, consumers seek out service via a variety of different…

Chat apps have the potential to become a leading CRM communication channel, especially for simple inquiries. Why? People love chat apps. Many people—possibly even you—visit chat apps multiple times a day to connect with friends, family, and increasingly brands. Customer-centric service requires that you join your customers in all their favorite chat apps, and that…

Customer service should never be an afterthought. Instead, winning brands must make it a priority to consistently deliver great service before, during and after the sale. Providing great service pays off. According to Salesforce’s State of the Connected Consumer report, 71% of consumers have made a purchase decision based on the quality of customer service…

The ongoing global health crisis has had a significant impact on consumer behavior. Consumers are not only shopping online more, they’re also using online channels to access customer service. In fact, according to Salesforce’s most recent State of Service report, 87% of service professionals indicate that customers have increased their use of digital channels during…

Consumers expect great service wherever they are on the purchase journey. And the current global crisis has only heightened these expectations. According to Salesforce, the COVID-19 pandemic has raised customer service standards for more than half (58%) of consumers. When companies hit the mark, they’re rewarded. Salesforce found that 71% of consumers say they’ve made…

Customer Service (CS) and Customer Experience (CX) are both frequently used terms in the business world. And oftentimes, these two phrases are used interchangeably. But are Customer Service and Customer Experience in fact the same thing? The short answer? No. CS and CX are certainly related, but they’re not the same thing. What exactly is…

Customer-centric brands can leverage these four CX trends to deliver great experiences in the year ahead. At the start of the COVID-19 pandemic, companies scrambled to adapt to what we thought were temporary changes in consumer behavior. For example, retailers rushed to make curbside pickup available to keep contact to a minimum—while still maintaining sales….