Tara Sporrer

5 Predictions: How Customer Experience Will Change in 2021

As the Covid-19 pandemic continues to disrupt our lives, digital commerce and customer experience are the keys to success in your business. With e-commerce transactions at an all-time high, you may be struggling to keep up with customer service demands. A seamless digital experience...

Why 40% of Retail Consumers Struggle and How to Fix It

Despite the best effort retailers have made to improve the online experience, consumers struggle to complete basic tasks when shopping online. A recent Consumer Retail survey found that 83% of shoppers expect to easily find what they’re looking for but 40% have recently struggled...

What Can Digital Guidance Do for You?

Many of the contacts coming into live contact centers could be handled through self-service features by customers instead of agents. According to Brian Strauss, goMoxie VP of Worldwide Field Engineering, 80% of contacts into the contact center are made up of just 4 to...

Stop Repetitive Contacts: Proactively Answer These 40 Common Questions

Do the inquiries into your contact center ever feel like the movie Groundhog Day…the same questions over and over? Now more than ever customers are clogging phone lines for support but most of those inquiries are repetitive. And if a contact is repetitive, you...

The Next Normal: 3 Ways to Better Serve Customers Now

Over the last few months, “business as usual” looked much different due to COVID-19. Even with the economy reopening, business is still far from normal. With most agents working virtually from home and an increase in online inquiries from customers, a comprehensive digital engagement...

There Is a New Online User to Support…And It’s Not Who You Think

Stay at home orders and social distancing measures have forced a generation of customers who previously only interacted with you IRL (In Real Life) to now transact digitally. According to a Colloquy study, 84% of Baby Boomers, people born between 1946 to 1964, prefer...

How Consumers and Businesses Are Evolving in Interaction and Engagement

What would Alexander Graham Bell say if he were to see how his invention has morphed from the simple, first ever telephone in 1876? And what would he think after learning that every man,...

4 Ways to Create an Online Wedding Experience That Converts

The global bridal-wear industry is projected to reach a market total of $82 billion by 2020. It’s no doubt that the wedding business is booming – and the current wedding season is no different. But what is...

Making Every Conversation Count: Using Chat to Drive Personalization, Engagement and Conversions

Ecommerce continues to experience record growth. According to forecasts from market researcher eMarketer, global e-commerce sales will more than double between 2015 and 2020, increasing from $1.7 trillion to $3.6 trillion For ecommerce giants...

4 Ways to Increase Online Conversion Rates

When it comes to online commerce, not much has changed over the years. Online conversion rates have remained abysmally low – averaging around three percent or less. Engaging and retaining the customer is everything – but that...

The New Face of Customer Service in a Digital World

If retailers want to remain competitive in today’s multichannel commerce world, they need to abandon the traditional reactive customer service model and take a proactive approach, one that anticipates and addresses shoppers’ needs before the sale. ...

New Posts