Transforming customer experiences

The NICE inContact Blog

Read more blogs by Vit Horky

35 blogs
digital customer

The History of Customer Service in 500 Words

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had...
live chat for digital customer service

How Live Chat Can Remove Points of High Friction

We've always maintained a customer-centric approach to developing our software. That's why we're spearheading the use of live chat for digital customer service. We've listened to what our customers want, and it couldn't be clearer: live chat will make customers happier and more engaged, leading to higher revenues and long-term loyalty. Simply put, live chat is indispensable for customer...
digital customer service is new marketing

Why Digital Customer Service is the New Marketing

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. To understand why that's important and what it should mean for companies, it's necessary to get an idea of how marketing and customer service have been siloed and why this has harmed both departments. In principle, marketing and customer service would seem...
Customer Service Experience

How Saying “No” Can Actually Help the Customer Service Experience

Maybe you’ve heard the proverb “Knowledge is knowing what to say. Wisdom is knowing whether or not to say it.” It’s a classic piece of folk wisdom that connects to customer service and the age-old question of whether contact center agents should have “no” in their vocabulary. While there are cases when agents should avoid using “no” and “unfortunately” in conversations with...
Customer Experience Increases Customer Retention

Why Positive Customer Experience Increases Customer Retention

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a...
First Response Time

Why First Response Time Is Not Enough For Your Mobile Customers

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today's world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics. Let me tell you why, but before that, have a look at what...