People do business with people. That’s the main reason why telephone is still such a popular channel. It’s more personal than digital channels. But there’s one channel that has even more possibilities. Video chat. You don’t just hear the other person but see them as well. And it has many advantages when used for customer service. Speak face-to-face Is it a new channel?
Customers are getting more and more demanding, meaning customer service continues to evolve each day to adapt to new client needs. When the need for immediacy arose, companies promoted livechats over email responses, forms or calls. Customers didn’t want to wait to have their issues resolved. This is exactly why automation has become another essential aspect of customer
Cross-border e-commerce is booming business. More and more companies cross borders and sell their products or services in several countries. Customer service accessibility is easy to arrange with digital channels. But almost 60% of customers and prospects grab the telephone when it comes to urgent or complicated questions. And they prefer to use local numbers instead of foreign
Approximately a year into the COVID-19 outbreak, retail stores across the country have made adjustments to create a customer shopping experience vastly different from what it originally was at the start of 2020. In addition, customers have adjusted their purchasing habits too. On Black Friday, consumers spent around $9 billion shopping online, a 21.6% year-over-year increase
Want to find out how customer service can contribute to online conversion? Join Sound of Data’s Product Manager Gerard Nijboer and Tim de Groot of Kaspersky in a new webinar about the future of customer service telephony. Find out how to seamlessly integrate telephony in the online customer journey. Tim de Groot will also share Kaspersky’s story and show the added