Check out all the insights and innovations happening in today’s modern contact center.
Customer service has greatly evolved over the years and customer expectations are higher than they’ve ever been. Customers now want to be treated like they are a priority and receive a personalized experience. This means companies need to build an actual relationship with their customers.
In the previous blog in this series, we discussed how the future of CRM will include unification of internal departments from sales, marketing, operations, and customer support to ultimately put the customer at the center of all business processes. In this article we...
One of the defining aspects of the 21st century is the evolution of the digital world. People can now communicate in a variety of different ways, such as through SMS, email, webchat, and social media.
The call center is the hub of customer service in a company. That means that expectations for agent performance are high. Customers are calling in for a variety of issues or general queries and want to be treated well. If they have a poor experience then they are very likely to go elsewhere.
Website chat is rapidly becoming one of the fastest growing channels. A recent study by Forrester found that since 2016 the number of customers that use live chat over the phone and email support has increased by 50% and the number of chats per agent has increased by...
A text alert system for businesses can keep your customers within arm’s reach, allowing you to easily communicate with them about order updates, account information, urgent messages and more. It works using a communications tool most people keep within a few feet of them (if not on their physical person) 24 hours a day: their smartphone.
Weighing the pros and cons of SMS vs. push notifications? Want to understand the differences between them? We’ve got you covered.
SMS marketing mistakes can be embarrassing and costly, and in the worst case scenario could do serious damage to your reputation. An invasive or overly pushy text could turn an engaged lead into an annoyed one, while a text sent at the wrong time of day could land you in hot water with the FCC and result in a hefty fine.
Though it’s made up of many features most of us already use without a second thought, RCS messaging is pretty revolutionary in its capabilities and implications for messaging as we know it. An upgrade from traditional SMS messaging, RCS enables users to send rich media like videos and GIFs, react to messages, view read receipts, and more.
In their article “Craft a Chatbot Initiative Based on Your Business Requirements and Solution Complexity,” industry analysts Gartner™ present a few ways enterprise leaders can craft a unified chatbot strategy that meets multiple business requirements without adding...
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LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.
For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.
To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.
