by agencydev@wendyourway.com | Mar 23, 2022 | Marketing
For many businesses, Support interactions represent the only human interaction they have with their customers. According to Zendesk, 78% of senior company leaders agree that support agents play a vital role in customer retention. Needless to say, it’s critical to make...
by agencydev@wendyourway.com | Mar 22, 2022 | CX
On paper, your agent everything right. So why did that case get….(insert any and every negative outcome you weren’t expecting)….escalated, re-opened, low customer satisfaction and effort scores, etc… Even if your agents are following a Support playbook to the letter,...
by agencydev@wendyourway.com | Mar 8, 2022 | Marketing
If you work in technology, chances are you’ve at least heard about product-led growth. Product-led growth (PLG to its friends) means keeping your product at the core of your customer experience. That sounds natural enough, but since products aren’t perfect, it’s also...
by agencydev@wendyourway.com | Jan 5, 2022 | CX
Have you ever been sent a promo code as a pre-emptive apology for an order snafu? Received a proactive message about a CRM glitch with a plan to make your life easier in the meantime? Gotten quick compensation for a flight delay? If so, you know what winning customer...
by agencydev@wendyourway.com | Nov 19, 2021 | CX, GenAI
Happy customers tend to stick around, grow, and publicly advocate for your business. Unhappy customers often churn and can deter others from doing business with you. According to Temkin, after a poor experience, 22% of customers reduced spend and 19% terminated their...
