2023 - Page 9 of 13 - Cegura Technologies

02 Mar 23

Choosing the Right Customer Service Channels: A Guide to Prioritization

With so many customer service channels available, it can be difficult to know which ones to prioritize. While it may be tempting to offer support through every channel possible, it’s important to consider your resources and the needs of your customers. Here are some factors to consider when evaluating which customer service channels to prioritize: […]

01 Mar 23

Retaining Your Customers: Tips For Building Lasting Relationships

Acquiring new customers is important, but retaining them is crucial for the long-term success of your business. Customer retention not only increases revenue, but it also helps build brand loyalty and can lead to word-of-mouth referrals. Here are some tips for improving customer retention: By implementing these strategies, you can improve customer retention and build […]

28 Feb 23

How Would You Rate Your Customers’ Effort (CES)?

Metrics for customer service are like pieces of a puzzle. An evaluation of customer experiences (CSAT) reveals opinions regarding particular interactions with your support staff. The Net Promoter Score (NPS) measures overall customer satisfaction with your brand and its products. What Exactly Is CES (Customer Effort Score)? Customer effort score is a single-item metric that […]

25 Feb 23

Six Key Areas to Concentrate Your Efforts in Your Digital Customer Experience Strategy

The reality of the digital customer has arrived. There has been an increase in “mobile-only” customers over the past few years who favor digital and mobile tools. With mobile banking and tools, virtual customer service, and engaging shopping experiences, the distinction between the online and offline worlds continues to become hazier every day. Without using […]

24 Feb 23

How Do We Measure the Happy Customer?

Being unbiased when assessing the satisfaction of your own customers can be challenging. Thankfully, the answer to the question of how to gauge customer satisfaction is more precise than you might imagine. What advantages come from tracking customer satisfaction? For a business relationship to last and be successful, customer loyalty is essential. Customer satisfaction is […]

23 Feb 23

Connected Journeys, Connected Data, and Connected Customers

Consumers with access to multiple channels and touchpoints expect seamless, standardized, and personalized experiences. You must be aware of their preferences and expectations in order to tailor your experience to them. You must have a comprehensive understanding of the customer journey, informed by customer and data-driven insights, in order to meet their expectations. Where do […]

22 Feb 23

Trends in Customer Experience to Watch in 2023

Over the past two years, customer-facing brands have given customer experience a newfound priority. Customers today have higher expectations that the companies with whom they do business will deliver a remarkable, personalized experience across all of the brand’s channels, that they will lead with an omnichannel philosophy, and that their customer service will be available […]

21 Feb 23

4 Ways To Improve Your Customer Experience Strategy

The good news is that it is possible to improve customer satisfaction. Putting the customer at the heart of your strategy is the first step, of course. Here are 4 advice: 1. Establishing feedback loops Feedback from customers can help you understand how customers’ expectations may change over time as your industry evolves. Additionally, it […]

20 Feb 23

Top Three strategies to improve customer retention

Enhancing the customer experience will increase customer retention. Customers are more likely to be loyal in return if you make interactions more convenient, rewarding, and personal for them. 1. Quickly respond to customer service inquiries A brief message informing the customer that you have received their query can serve as a quick response. Better yet, […]

17 Feb 23

Understanding Average Handle Time (AHT) and Its Impact on Customer Experience

Average Handle Time (AHT) is a metric used in contact centers to measure the average duration of a customer interaction, including hold time, talk time, and after-call work. AHT is a critical metric for contact centers, as it helps to measure the efficiency of their operations. However, does it impact customer experience? Let’s explore. AHT […]

Year: 2023