Customer Experience

Customer Experience (CX): What Is It and Why Is It so Important?

What is customer experience? What is the importance of customer experience? How can you enhance customer experience? This article will answer these questions and help you develop your own customer experience strategy.

Customer Experience

Customer Satisfaction Score (CSAT): What Is It and How Do You Measure It?

While most businesses are keen to create improved products and services, taking into consideration your customers and their feedback is an essential part of the process. This article will allow you to better understand what is CSAT, how to measure customer satisfaction, and why it’s so important.

Sales

The 12 Most Important Sales Performance Metrics

Whether you’re in e-commerce, SaaS, or any other kind of business, sales are essential. It doesn’t matter how great your product or service is — if you’re not selling, you’re not going to be in business for long. If you want to master your sales, you need to understand your sales data.

Customer Support

6 Customer Service Metrics You Must Measure

For any business that wants to succeed in the long term, top-class customer service is essential. While marketing and sales are needed to get that initial traction, your customer service can make the difference between whether or not those customers stick around.

Guides

What is VoIP and how does it work?

As businesses look for ways to take advantage of the latest technology, one of the biggest changes has been the rise of VoIP. High-speed internet has made VoIP much more accessible and it is now a popular choice for companies around the world.

Sales

Improving the Online Shopping Experience with Digital Calls

Thanks to improved internet access and better technology, online shopping was already an increasingly common part of people’s daily lives around the world. However, when the coronavirus pandemic hit in 2020, online purchasing reached unprecedented heights.

Customer Support

Omnichannel customer service: 4 best-practice tips

What exactly does omnichannel customer service mean, and what benefits can businesses receive by using an omnichannel strategy? This post will help you get a better understanding of omnichannel support and give you some tips on the best ways to implement it in your business.

Customer Support

First Call Resolution: what is it and how do you measure it?

For customer support teams and call-center staff, resolving customers’ issues quickly and efficiently is key. To ensure that their teams achieve this, one of the metrics a company should measure is First Call Resolution (FCR).

Guides

What is an open API and how does it work?

Even if you’ve never heard of APIs, you’ve almost certainly used them. But what exactly is an API? What’s the difference between an open API and other types of API? Most importantly, how can you use open APIs to improve the product or service you offer?

Customer Support

What Is Average Handle Time (AHT), and How Can You Improve It?

If you spend any time dealing with customer queries, you’ll have heard of Average Handle Time (AHT). This article will help you define exactly what AHT is, why it’s so important, and how you can improve it.

Best Practices

Calling inside the chat: best practices

Our integrations with live chat platforms, like LiveChat and Intercom, have provided businesses with an entirely novel way to interact with their users. We enabled a seamless transition from a written conversation to an audio or video call directly inside the chat widget with just one click.

Industry news

New trends in voice communication for businesses

With all the different channels available, I’m often asked whether voice communication is still important. While traditional phone calls are typically associated with slow response times, the latest digital solutions for voice chat make it possible to respond instantly.

Best Practices

How to Grow Customer Engagement in 2021

Standing out in today’s crowded marketplace is challenging for any business. New competitors can appear without warning, trying to steal away your customers by promising a cheaper or superior product.

Customer Experience

Customer Retention Strategies for 2021

As budgets were slashed and priorities changed during 2020, getting new customers suddenly became a lot harder. People are looking for the best possible deal, and customer retention is no longer just a smart strategy; it’s essential.

Sales

What is a Conversion Funnel and How Can I Build One?

Businesses need paying customers, or they won’t stay in business for long. Every customer has to go through several stages before they make a purchase. To understand that journey, you need to know about conversion funnels.

Customer Experience

Net Promoter Score: What Is It and How Do I Measure It?

For businesses to succeed in the long-term, they need to make customer care a priority. Happy customers are more likely to be loyal customers. There’s an increased chance they’ll buy from you again or refer other customers your way.

Sales

The Best Ideas on How to Increase Sales

Whether you’re a start-up or an established business, there’s nothing like a global pandemic to put you under more pressure to build your pipeline, talk to more leads, and improve sales.

Product News

What is Click to Call?

Click to call refers to the ability for a person to click on a phone number, link, or button and make a real-time voice call.

Customer Experience

How did we add a calling feature inside the LiveChat widget.

Written communication, and chat, in particular, is really a great channel to help and guide existing and potential customers. However, in some situations adding a voice channel possibility inside the chat could really enhance the experience.

Customer Support

How to save up to 70% on phone support?

2020 is already a very different year for all of us. For the past couple of months, companies all over the world have been trying to take their business online and find new, more effective ways to connect with their customers.

How to increase your website traffic using Google Analytics?

There are plenty of tips on how to increase the number of customers coming to your website. However, we all know there's no magical recipe to create a marketing strategy that would make

Customer Experience

How to improve customer service for VIP customers in-app.

Your best customers are increasingly mobile. See how easy it is to improve customer service for VIP’s with a digital call in-app via Snapcall VoIP phone system.

VoIP phone system

Snapcall: How to install VoIP phone systems without a tech team?

A VoIP phone system saves your business time and money and improves customer service, but can be difficult to install. Not Snapcall. Read this How-to guide.

Call Handling

High-volume call handling with VoIP phone for customer service.

Improve high-volume call handling with a Snapcall VoIP phone system. Customer service agents can choose when to escalate chat to call for important customers.

Customer Experience

Use Zendesk Talk from any country with Snapcall VoIP phone system

Improve customer experience by integrating Zendesk Talk with SnapCall: a VoIP business phone system allowing calls with any country without a local number.