The Customer Success Spotlight is a monthly blog post offering industry insights, best practices, and benchmarks for customer service professionals based on commonly asked questions. This month we sat down…
To understand why in-app feedback is important to your customer service, consider this factor: An infamous 2015 Microsoft study found that the average modern human has about an eight-second attention…
Exceeding player expectations when it comes to customer service is far easier said than done. It’s oftentimes difficult to understand the request, let alone adequately resolve it. This makes crafting…
Congratulations, you have a lot of support tickets! Tons of users asking for help with your mobile app is a complicated feeling. It’s a sign of your app’s success. However,…
Mobile marketing isn’t about banner ads anymore. Whether it’s the fact that 41% of young customers use Adblock technology, or that only 52% of customers allow Push Messages, people are…
An effective customer service strategy needs to keep these three criteria at its core: Ease Efficiency Emotion If your support is easy to access, efficiently answers questions, and effectively conveys…
Proactive engagement is an essential part of the customer experience. Reaching out to customers at just the right moment can make them feel appreciated, drive customer loyalty, reduce churn and…
IDC has estimated that 50 percent of retailers have adopted a retail omnichannel commerce platform by now. Doing so has benefitted them on the revenue front, which is why Forrester…
By 2020, customer experience is expected to overtake price and product as the key brand differentiator—and customer service is the number one factor in that experience. Today’s consumers are proving…
The fintech market is highly skewed toward young, digital-natives. Roughly one in four consumers between the ages of 25 and 34 has used at least two fintech products in the…
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