Astute Customer Engagement Blog

with more consumers shopping online this holiday season retail customer service must respond to trends

Nov 4, 2020

Enterprises, Beware: 7 Reasons Free Social Listening Tools Aren’t Worth Your Time

Free social listening tools may be tempting, but they don't do enough to support the mature social media strategy B2Cs need.

Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

The insights you gain from these questions can inform key decisions and help set your company on the path to CX success.

Social Media Dashboards: 6 Ingredients to Make Them Successful

What elements ensure you and your organization get the most out of your social media listening and analytics efforts?

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Email templates give agents a solid jumping-off point and enable faster replies. Follow these tips to make sure your customer service email responses are on point.

Testing Employees for COVID-19: 5 Trends Employers Need to Know

Read about recent developments in how companies are testing employees for COVID-19 and key trends you should be watching for.

Social Commerce: Know the What, Why, Where and How

Social commerce is a growing trend and revenue stream in the world of e-commerce. But what is it, exactly?

Ecommerce Trends: 5 You Need to Keep an Eye On

Here's a closer look at 5 recent ecommerce trends impacting the business world today and how brands can adapt.

Mobile Self-Service: A Win-Win for Brands and On-the-Go Customers

What you need to know about mobile self-service, and how it can help improve your customers' experiences.

Your Guide to Facebook Messenger Bots for Customer Service

There's a lot of hype around Facebook Messenger bots for business – but are they really worth doing?

How to Use WhatsApp for Customer Service

Should you add WhatsApp to your "channel mix?" Let's dive into the details of WhatsApp and how to use it for customer service.

4 Ways Brands Can Prepare for a Second Wave of COVID-19

In the event of a second wave of COVID-19, brands must prepare to best support and inform customers and empower employees.

Social Media Analytics: What You Need to Know

Social media analytics is a must for every brand today. Here’s a primer to guide your social media tracking efforts.

Live Chat Best Practices for Better Customer Conversations

Learn 5 key ways to connect with your digital customers for improved support experiences.

Machine Learning vs. AI: What’s the Difference?

Although machine learning, deep learning, and artificial intelligence (AI) are related, the differences between them can be confusing.

4 Ways VoC Can Help You Reopen and Gauge Customer Confidence

Voice of Customer can help you better prepare for the months ahead and boost customer confidence. Here's how.

Featured

Aug 1, 2020

Using SMS for Customer Service: Why, How, & When

85% of customers prefer to use SMS for customer service. Learn 10 best practices of letting customers text you for service.

How to Break Free from Call Center Scripts

Today's consumers want authenticity, not contrived, scripted experiences. Learn how to move past call center scripts.

Building a Customer Service Chatbot: 8 Elements of a Great Interaction

Make sure your customer service chatbot enhances CX with these examples of components you should include in your chatbot.

First Call Resolution: 6 Practical Tips for Improving Your FCR

Agents are handling a higher proportion of complicated issues, so how can you make sure your first call resolution rate stays high?

Why It’s Time for Customer Service to Embrace Next Best Action

The time has come for next best action to have its moment in the spotlight, and here's why.

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

Both auto-reply emails and email virtual assistants respond to customer inquiries. But only virtual assistants actually resolve customer issues quickly and accurately.

HR Help Desk Fundamentals: 5 Reasons to Use a CRM for HR

Why aren't more HR teams using CRMs as their HR help desk software?

How to Optimize the Customer Journey With Voice of the Customer

Effective customer journey optimization puts VoC as primary. Follow these steps to get the most out of your customer feedback.

Blog

Retail Customer Service: Trends & Tips for Success This Holiday Season

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Cart Abandonment: 3 Ways To Save Your Conversion Rates

Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Testing Employees for COVID-19: 5 Trends Employers Need to Know

Conversational AI: What It Is and Why Your IVR Desperately Needs It

Mobile Self-Service: A Win-Win for Brands and On-the-Go Customers

Your Guide to Facebook Messenger Bots for Customer Service

How to Use WhatsApp for Customer Service

4 Ways Brands Can Prepare for a Second Wave of COVID-19

Live Chat Best Practices for Better Customer Conversations

Machine Learning vs. AI: What’s the Difference?

4 Ways VoC Can Help You Reopen and Gauge Customer Confidence

Is the Post-Call Survey Dead?

Using SMS for Customer Service: Why, How, & When

How to Break Free from Call Center Scripts

Building a Customer Service Chatbot: 8 Elements of a Great Interaction

First Call Resolution: 6 Practical Tips for Improving Your FCR

Why It’s Time for Customer Service to Embrace Next Best Action

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

HR Help Desk Fundamentals: 5 Reasons to Use a CRM for HR

How to Optimize the Customer Journey With Voice of the Customer

Retail Customer Service: Trends & Tips for Success This Holiday Season

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Cart Abandonment: 3 Ways To Save Your Conversion Rates

AI Customer Service: How It’s Helping Brands Boost CX

The Chief Customer Officer: 6 Things You Need to Know About This CX Champion

Enterprises, Beware: 7 Reasons Free Social Listening Tools Aren’t Worth Your Time

Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

Social Media Dashboards: 6 Ingredients to Make Them Successful

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Testing Employees for COVID-19: 5 Trends Employers Need to Know

Conversational AI: What It Is and Why Your IVR Desperately Needs It

Social Commerce: Know the What, Why, Where and How

Ecommerce Trends: 5 You Need to Keep an Eye On

Mobile Self-Service: A Win-Win for Brands and On-the-Go Customers

Your Guide to Facebook Messenger Bots for Customer Service

How to Use WhatsApp for Customer Service

4 Ways Brands Can Prepare for a Second Wave of COVID-19

Social Media Analytics: What You Need to Know

Live Chat Best Practices for Better Customer Conversations

Machine Learning vs. AI: What’s the Difference?

4 Ways VoC Can Help You Reopen and Gauge Customer Confidence

Is the Post-Call Survey Dead?

Using SMS for Customer Service: Why, How, & When

How to Break Free from Call Center Scripts

Building a Customer Service Chatbot: 8 Elements of a Great Interaction

First Call Resolution: 6 Practical Tips for Improving Your FCR

Why It’s Time for Customer Service to Embrace Next Best Action

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

HR Help Desk Fundamentals: 5 Reasons to Use a CRM for HR

How to Optimize the Customer Journey With Voice of the Customer