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Digital Engagement Is Boosting Revenue Everywhere

Digital Engagement Is Boosting Revenue Everywhere

According to Twilio research, companies that invested in digital customer engagement over the past two years saw an incredible 70% top-line revenue increase on average. Digital customer engagement is necessary in today’s digital world. Digital customer engagement …

Digital First, Voice Second

Digital First, Voice Second

Automated digital self-service brings a host of benefits to customer service and customer experience. Faster, less cumbersome interactions get callers to answers at lightning speed and can handle many more calls simultaneously compared to traditional live agents. Some tasks require human empathy, however. Call center managers should always think …

The Benefits of Visual Self-Service

The Benefits of Visual Self-Service

The combination of rich, easy to use visual interfaces and sought after automation has created solutions that benefit many levels of business. Solutions streamline customer service interactions, boost satisfaction among customers and employees, and are even being deployed to add efficiency and effectiveness …

Candid Conversations: How Visual IVR Is Transforming Retail CX

Candid Conversations: How Visual IVR Is Transforming Retail CX

This blog explains how Genesys Cloud CX and the power of the Zappix Visual IVR solution make the entire customer experience fluid and seamless. In a recent episode of “Customer Experience Insights,” Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows …

The 3 Ps of Self-Service: Personalized, Predictive, Proactive

The 3 Ps of Self-Service: Personalized, Predictive, Proactive

According to Shep Hyken and Forbes, 96% of customers will stop doing business with a company because of bad customer service. Improving customer satisfaction and delivering excellent customer service experiences should be more important than ever for today’s business leaders …

Creating Synergy Between Agents, Automation, and Self-Service

Creating Synergy Between Agents, Automation, and Self-Service

The pinnacle of CX isn’t total automation — it’s the perfect blend between self-service and agent assisted service that delivers successful resolutions to callers as fast and easy as possible. According to Zendesk, 69% of consumers first try to resolve their issue on their own, but …