Black Friday (or Cyber Monday for all those online deal hunters) is approaching quickly, and anyone who’s ever worked in customer service this time of year can understand the madness that looms ahead. Customers compete with each other to be the first ones out of the gate to score the best deals of the year. Consequently, if your company’s customer experience journey somehow interferes with providing a seamless transaction – resulting in a lost deal – there will be hell to pay. And it’s no secret that customer service agents bear the brunt of any customer experience catastrophe. This is why it’s so important to implement solutions that can alleviate the stress for both the customer and the service agent. Continue reading
Category Archives: Customer Experience
We hear about it every single day; customers stuck on hold for what seems like eternity. It’s a cruel reality, but at Fonolo we make it our mission to take customers off hold and bring them back into the real world. We’re fighting the good fight, for you – the customers – and you – the call center agents – and for customer service as a whole.
The journey to resolving a simple customer service issue should be just that, simple. Plus, there are better things you could be doing with your time than sitting around waiting on hold. Well, this November we’re MOtivated to take a stand. We’re challenging companies to give back for all the hold time customers have endured this year. Let’s break it down… Continue reading →
We’re excited to share with you our most recent success story featuring Credit Union of Colorado. Located in multiple cities within the state of Colorado, this credit union emphasizes the importance of delivering a superior member service.
With a proud focus on the experience they kept a keen eye on the contact center, and had identified instabilities which were negatively affecting the calling experience. Due to staffing changes, weather issues, and a surge of card replacements, they experienced the “perfect storm” in their call center and the result was increased wait times for callers. This led to a high level of dissatisfaction among members, culminating in numerous complaints to the credit union. Continue reading →
Are you ready to shift your customer experience management (CXM) into high gear? Customers are more demanding than ever, and with endless channels to vent their frustrations (and applauses) through, it’s your job to stay sharp and navigate the customer journey effectively. In addition to this, Salesforce reports that “89% of customers have stopped doing business with a company after experiencing a poor customer experience”.
We see you sweating. Don’t worry. In this blog we’ll share a collection of customer experience cheat notes to help you manage your KPIs effectively. Continue reading →
These days, customer experience has become a competitive differentiator. In order to deliver an exceptional experience, your staff has to feel motivated and encouraged. They need to know that their efforts are making a difference.
Get them inspired by reading these 10 customer experience quotes.
Why not get super spooky at your call center this Halloween? It’s a great opportunity to boost agent morale during those lethargic autumn days.
To start, you’ll have to set the mood. Decorate the office space with these clever yet simple suggestions: 21 Quick and Fun Last Minute Halloween Crafts. The whole office should be encouraged to bring in tasty Halloween treats and dress up for the occasion as well. But agents don’t want to sit around in crazy costumes, devouring candy corn, and getting caught in cobwebs all day; you’re much more creative than that! During this time of year, agents deserve to let loose and perk up their spirits. We suggest playing these 3 goolish games to successfully achieve the most spooktacular call center ever! Continue reading →
To win customers for your business, you have to differentiate from your competitors. What can you do better than they can? Is it lower prices? More features? Better marketing? Better customer service? These are all battlefronts in modern business warfare. But that last one – customer service – has become more dominant in recent years.
89% of marketing leaders expect to compete primarily on the basis of customer experience by 2016, as compared with 36% four years ago. Another report claims that, by 2020, customer experience will overtake price and product as the key brand differentiator. Continue reading →
The customer experience is integral to the success of any business, but with competition stacking up across every industry, improving CX has become more important today than ever before.
Let’s start off by defining what exactly the “customer experience” is and why you should care about it. According to SAS, the customer experience is “…your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle.”
So, why should you care? Well, here are some important stats to consider: Continue reading →
Today’s news release announced some exciting news – for the second consecutive year, CIOReview has selected Fonolo as one of the 20 Most Promising Contact Center Technology Solution Providers. The annual list of companies is selected by a panel of experts and members of CIOReview’s editorial board to recognize and promote technology entrepreneurship.
“Fonolo has been on our radar for quite some time as the pioneer of cloud-based call-backs. We are happy to showcase them this year because of their continued success in developing the most advanced technology-driven customer experience solutions,” said Jeevan George, Managing Editor, CIO Review. “Fonolo continued to break new ground in the contact center space within the past year, benefiting its customers around the globe. To have them listed as one of our top companies is a well-deserved accolade.”
Continue reading →
If you make a list of life’s most important lessons, odds are this one is near the top: “No matter how good you are at something, there’s always someone better“.
In business, as in life, it’s of paramount importance to know that the race to be the best is a marathon, not a sprint. And, more to the point, that there’s always something you can learn from your competition … especially about delivering customer service!
To keep you inspired, here are 10 things your competitors can teach you about customer service: Continue reading →