In these times of hyperconnectivity, digital customer care requires the use of a wide range of tools on a daily basis. These include CRM systems, digital customer interactions platforms, reporting …
How important is NPS in your Customer Care strategy?
Net Promoter Score or NPS is one of the most used indicators by companies across all industries to understand the loyalty and satisfaction of their customers. Knowing that 82% of …
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Why integrate email management with your other channels
Email was one of the first digital channel used for customer care. At first, it was used for personal purposes, but companies have been progressively adopting it for customer service. …
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Let’s clearly distinguish Omni-Digital and Omni-Channel
One of today’s greatest stakes to retain customers’ loyalty, who are becoming always more fickle, is offering personalized and seamless customer care. Even though individualisation has established itself as a …
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