The Global Marketing Alliance

Tag: live chat

Time for a chat – real-time messaging must strike the right tone

Post author By Marie Sagarzazu
Post date 24th July 2018

Are you using a real-time conversational channel – the live chat facility – for your visitor’s journey through your website? Marie Sagarzazu discusses when to use it for best effect and how it can enhance or hinder the customer experience. Make sure you can spot the difference and act accordingly.

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Tags chatbots, content marketing, customer experience management, customer journey, customer reviews, direct mail, direct marketing, e-commerce, live chat, online advertising, online retail, online shopping, real-time messaging, social media, website analytics, website design

Data Driven Channels Europe Global Insight UK

6 crucial customer service metrics you can’t afford to ignore

Post author By Rafferty Gifford
Post date 17th July 2018

How often do you monitor data relevant to your customer service? Do you know how good your customer service metrics are . . . have you measured them? How well do your teams perform when it comes to customer care – keeping them happy, dealing with complaints, upselling, cross-selling, responding quickly to their enquiries? Are your employees pulling their weight and helping to retain your precious customers? Rafferty Gifford shows how you can track their performance.

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Tags customer data, customer experience, customer experience management, customer feedback, customer retention, customer service, email, Facebook, live chat, social media, telephone, twitter