Jun 24, 2022
The simplistic way of looking at service software is that it is a solution designed to bring about interaction between customers and customer service. Heman Kassan, chief commercial officer of Technodyn But in today’s digitally transformed world, it plays a much...
Jun 23, 2022
Customer engagement (CE) has become a commodity. It’s the definitive metric by which organisations are measured and defines customer loyalty and longevity. By David Steyn, business manager: customer engagement at Decision Inc A recent Salesforce study found that...
Jun 22, 2022
Most organisations today understand that customer experience is vital to both their survival and growth. By Greg Gatherer, account manager at Liferay Africa They probably would’ve read that research has shown that customers are willing to pay more for a great...
Jun 21, 2022
The customer experience has become a central component of driving sales, and also a point of competitive differentiation in a world where products themselves have become more universally available. By Andrew Dawson, MD of MACmobile However, there are many customers...
Jun 3, 2022
Email customer service is something of a misnomer. We all know too well the pain of mailing a company, getting an automated message with all the heart of a cast iron block, saying “Thank you for getting in touch. We will get back to you in 48 hours”. Ryan...
Jun 1, 2022
Even though customer experience and customer service are inextricably linked, some differences see them operating separately as well. By Leigh Whiting, experience design lead at Decision Inc The former entails the entire journey from initial discovery to after the...
