Tara Sporrer
It’s Time to End Customer Login Struggles … for Good
With more people doing business online than ever before, companies are gaining clarity on what’s working and what needs attention when it comes to the digital customer experience. Let’s start with the basics - logging in. Logging in to websites is part of our daily...
Your Customers are Struggling; Here are 3 Ways AI Can Help
Consumers expect it to be easy to do business online. Too often this is not the case, because companies have blind spots related to customer experiences, specifically where and with what customers struggle. When customers meet friction online, they get frustrated and abandon the...
Your Chatbot Is Frustrating Your Customers: Improve the Experience with Guidance
Consumers are struggling to complete basic tasks with companies online. As digital interactions continue to become our new norm, customers are experiencing an increase in automation. However, that doesn’t always lead to an increase in customer satisfaction. If you visit a retailer, bank or insurance...
How to Deflect Contacts Without Compromising the Customer Experience
Contact deflection may not be a new buzz phrase but COVID has raised its popularity and necessity for most businesses. Not every customer question needs to be answered by a person. Answers can be provided with proactive guidance and imagine if the customer doesn’t...
5 Ways Retailers Can Modernize Customer Experience in 2021
The new year is finally here. Consumers continue to turn to eCommerce as a convenient way of getting what they need quickly. Despite meaningful investments in digital customer experiences by retailers, consumers are still struggling to complete basic tasks when shopping online. A recent...
3 Ways to Rethink Next-Gen Customer Experiences
Why the time is now to empower customers to self-serve with digital guidance Digital options have been crucial for consumers to continue the activities of daily life under lockdown. COVID-19 has forced consumers to rapidly adjust their shopping habits. It’s not surprising that the National...
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. ...