JetSpring

Want to learn more about customer experience?

Take a listen to our CX experts’ favorite pods:

https://jetspring.com/9-customer-experience-podcasts-on-our-weekly-playlist/

9 Customer Experience Podcasts on Our Weekly Playlist | JetSpring 9 Customer Experience Podcasts on Our Weekly Playlist Looking for something to listen to on your commute or lunchtime walks? Look no further! Our customer experience experts compiled this list of podcasts they listen to to keep up with CX trends and innovations. You might notice that not all of thes...

The telecommunications industry is constantly changing and evolving as new technologies come on the market.

Artificial intelligence has tremendous promise for advances and improvements to the space.

https://www.five9.com/blog/ai-and-the-future-of-the-contact-center

AI and the Future of the Contact Center The modern contact center has a broader, more strategic role, namely to provide stellar customer experiences, driving up customer loyalty and increasing revenue.

Every organization that needs to communicate with a target audience can benefit from a contact center.

Whether you’re an ecommerce store, a university, or large corporation, find out which solution is right for you:

https://jetspring.com/the-definitive-guide-to-contact-center-solutions/

The Definitive Guide to Contact Center Solutions | JetSpring Learn everything you need to know about contact center solutions and how they can help you reach your sales and customer support goals.

While offering daytime live chat is better than nothing at all, giving prospects a 24/7 line of communication is the best way to engage and convert as many visitors as possible.

For schools that want the benefits of live chat on a tight budget, it can be tempting to forego the expense of an outsourced 24-hour solution in favor of a low-cost, self-managed tool.
https://jetspring.com/wp-content/uploads/2021/03/JetSpring-Case-Study-After-Hours-Chat.pdf

jetspring.com

Did you know that the roots of the contact center industry can be traced back to 1832?

Learn more in our definitive guide to contact center solutions:

https://jetspring.com/the-definitive-guide-to-contact-center-solutions/

The Definitive Guide to Contact Center Solutions | JetSpring Learn everything you need to know about contact center solutions and how they can help you reach your sales and customer support goals.

In this case study, we explored data for one of our higher ed clients.

We found that 65% of total chats were from unqualified leads (website visitors who aren’t actually interested in enrolling).

Don’t let your admissions officers waste time answering chats from unqualified leads. Leverage JetSpring’s highly trained, US-based, college-educated agents to answer chats.
https://jetspring.com/wp-content/uploads/2021/03/JetSpring-Time-Case-Study-2.1.21.pdf

jetspring.com

According to our data, 45% of qualified leads chat after business hours.

Make sure you’re not missing all those leads with JetSpring’s 24/7 live chat support.

Learn more here:
https://jetspring.com/wp-content/uploads/2021/03/JetSpring-Case-Study-After-Hours-Chat.pdf

leads

jetspring.com

The rules and best practices for live chat vary depending on industry, but many of the key tenets stay the same.

Take a deep dive into do’s and don’ts of live chat for higher ed here:

https://jetspring.com/live-chat-for-higher-ed-dos-and-donts/

Live Chat for Higher Ed: Dos and Don’ts | JetSpring Many higher ed institutions use traditional marketing, but digital tools like live chat can help boost enrollment and engage students.

All your questions about contact center solutions, answered!

Read about the history of contact centers, the benefits of partnering with one, and the future of the industry here:

https://jetspring.com/the-definitive-guide-to-contact-center-solutions/

The Definitive Guide to Contact Center Solutions | JetSpring Learn everything you need to know about contact center solutions and how they can help you reach your sales and customer support goals.

If your lunchtime walks or daily commute has gotten a little repetitive, check out some of these CX podcasts we love.

Whether you want to hear from experts like the leaders of Zappos or learn the ins and outs of industry-leading call centers, theres a show for you on this list!

https://jetspring.com/9-customer-experience-podcasts-on-our-weekly-playlist/

9 Customer Experience Podcasts on Our Weekly Playlist | JetSpring 9 Customer Experience Podcasts on Our Weekly Playlist Looking for something to listen to on your commute or lunchtime walks? Look no further! Our customer experience experts compiled this list of podcasts they listen to to keep up with CX trends and innovations. You might notice that not all of thes...

We’ve recently onboarded a number of ecommerce clients. While the core principles of CX remain the same, this industry’s pain points and goals differ vastly from other industries.

In such a crowded marketplace, it’s hard for individual brands to stand out to customers.

This article recommends breaking CX down into separate parts, so you don’t miss anything. Learn more about pre-purchase, purchase, and post-purchase CX here:

​​https://bit.ly/3xKbw7p

Creating a Great Ecommerce Customer Experience (2021) Learn ways to create a truly great ecommerce customer experience for users who land on your website.

Do you ever wonder what your customers actually think of you? Do they tell their friends good things?

The way to find out is by creating a Net Promoter Score (NPS) survey.

It’s actually pretty simple. Just ask, “On a scale of 1 to 10, how likely are you to recommend us to a friend?”

Learn more about NPS here: https://www.qualtrics.com/experience-management/customer/net-promoter-score/

What is NPS? Ultimate Guide to Net Promoter Score in 2021 // Qualtrics What is NPS? ✓ Learn everything you need to know about Net Promoter Score, how to calculate NPS scores, and how it's used to measure customer experience.

First contact resolution, retention rate, average handle time, call volume… There’s a lot to think about when it comes to customer support performance.

Read our blog post about customer experience metrics for a refresher:

https://jetspring.com/key-customer-experience-metrics-how-to-track/

Key Customer Experience Metrics and How to Track Them | JetSpring Key Customer Experience Metrics and How to Track Them   There are thousands of articles out there telling you how to improve your customer service and companies trying to sell you products that will perfect your customer experience. However, they won’t do you much good if you don’t have a relia...

So you want to improve your customer experience but don’t know where to start?

Look at your metrics. Determine where you are now and where you want to be.

Data points like NPS and CSAT will help you map out what you need to work on and help you track your progress.

If you don’t know what these are, check out our latest blog post:

https://jetspring.com/key-customer-experience-metrics-how-to-track/

Key Customer Experience Metrics and How to Track Them | JetSpring Key Customer Experience Metrics and How to Track Them   There are thousands of articles out there telling you how to improve your customer service and companies trying to sell you products that will perfect your customer experience. However, they won’t do you much good if you don’t have a relia...

“34% of U.S. respondents listed the inability to connect with a live person for support and automated IVR annoys customers and has a negative impact on service experience.”

34% is a significant portion of your potential customers who you’re disappointing if you don’t have real people available for customer support.

Contact us to learn how you can have 24/7 live support without lifting a finger.

https://bit.ly/3qFHleJ

9 Principles to Understand Customer Service Psychology Learning the principles behind customer service psychology helps to understand the customer behaviour and how to deliver better customer service to retain them

“Applying the principles of behavioral psychology can improve the quality of customer interactions and build brand recognition as a customer-centric organization.”

Customer experience is about more than just gut feelings. This article dives into the psychology and science behind positive and negative CX.

https://mck.co/3waSqpp

Putting behavioral psychology to work to improve the customer experience Applying the principles of behavioral psychology can improve the quality of customer interactions and build brand recognition as a customer-centric organization.

How often do you update your live chat knowledge base?

Hopefully, you answered, “frequently!”

Make sure you’re providing customers with accurate, up-to-date information through live chat. It’ll keep them satisfied and increase the likelihood that they’ll recommend you to a friend.

Do you have live chat on your site that’s not 24/7?

If so, you’re doing live chat wrong.

Website visitors expect someone to answer their chat immediately.

That’s why we have multiple agents staffed 24/7, ready to answer live chats on your behalf.

Get dedicated support for a fraction of the cost of staffing live chat yourself, and keep your customers happy.

Email [email protected] to learn more!

Our most recent post talked about the do’s and don’ts of live chat widget design, but what are the do’s and don’ts of an overarching live chat strategy?

In the higher ed space, the needs of website visitors (usually students) are unique from the needs of the average person surfing the web.

Read more about best practices for live chat for colleges and universities here: https://jetspring.com/live-chat-for-higher-ed-dos-and-donts/

Live Chat for Higher Ed: Dos and Don’ts | JetSpring Many higher ed institutions use traditional marketing, but digital tools like live chat can help boost enrollment and engage students.

Where do you look for live chat on a page?

Studies show that people’s eyes are automatically drawn to the bottom right corner of a page, so that’s a great spot to add a live chat widget.

Additionally, to make it as easy as possible to get in touch with you, we’d recommend adding a live chat button to the top menu of your page and on the “Contact Us” page.

Read more: https://jetspring.com/designing-a-live-chat-widget-that-converts/

Designing a Live Chat Widget That Converts | JetSpring Live chat is one of the highest converting lead sources for many business. Make sure you're optimizing your live chat widget.

You’ve probably encountered some poorly executed live chat before.

To make sure that’s never your organization, check out these tips from our live chat design experts:

Put your branding front and center.
Include agent pictures to be more inviting.
Leverage chatbots for the easy parts.
Triple check that it’s mobile-friendly.

Learn more here: https://jetspring.com/designing-a-live-chat-widget-that-converts/

Designing a Live Chat Widget That Converts | JetSpring Live chat is one of the highest converting lead sources for many business. Make sure you're optimizing your live chat widget.

Live chat is one of the highest converting lead sources out there.

To make sure you’re maximizing the number of leads you’re getting, be sure your live chat widget is optimally designed.

Read our latest blog post to learn how to create a live chat widget that converts web visitors into loyal customers:

https://jetspring.com/designing-a-live-chat-widget-that-converts/

Designing a Live Chat Widget That Converts | JetSpring Live chat is one of the highest converting lead sources for many business. Make sure you're optimizing your live chat widget.

Although it is technically possible to DIY an omnichannel contact center in-house, partnering with a provider can save you a lot of time and money.

JetSpring has been in this space for over a decade, partnering with all types of organizations. Whether it’s a large university or small business, we’re here to help.

Learn more here: https://jetspring.com/services/

Services | JetSpring JetSpring offers many services including 24/7 live chat, voice support, and contact center consulting. Learn more here.

If you’re looking for a technical dive into omnichannel contact center services, check out this guide.

There are a lot of moving parts in this industry, so it’s important to be familiar with the many aspects.

https://bit.ly/3yYOo5Y

Omnichannel Call Center: A Guide for 2021 (with Actionable Tips) - Lifesize The benefits of omnichannel are clear. Give your org and contact center a step up with these seven best practices for delivering great CX.

“Omnichannel contact center” is an omnipresent buzzword in the modern telecommunications industry.

But what exactly does it mean?

Why is it relevant to your organization?

Find out here: https://bit.ly/3wOzJZa

Omnichannel Contact Center: Everything You Need to Know | JetSpring An omnichannel contact center is the gold standard for modern customer support. Learn how to launch one in this helpful article.

IVR, ACD, RFP?? Learn the definitions behind the alphabet soup of contact center jargon in our latest blog post:

https://bit.ly/2S2xdQj

Contact Center Glossary for Beginners | JetSpring If you’re not familiar with the industry, contact center terminology can seem like a foreign language. With confusing acronyms and niche phrases, it’s not easy for a newcomer to grasp everything immediately.   We put together this handy guide to help you get your bearings in the contact center ...

Once you have the basic contact center terminology down, we recommend diving deeper into the differences between contact centers and call centers.

Although the terms are often used interchangeably, they’re not quite the same.

Learn more → https://jetspring.com/call-center-vs-contact-center/

Call Center vs. Contact Center: What's the Difference? | JetSpring Call center vs. contact center -- learn the difference between the two and discover which is the best for your business.

If you’re not deeply familiar with the industry, contact center terminology can seem like a foreign language.

To help our clients become informed consumers and really grasp what we do, we created this simple guide to the essential contact center lingo.

Check it out →

https://bit.ly/2S2xdQj

Contact Center Glossary for Beginners | JetSpring If you’re not familiar with the industry, contact center terminology can seem like a foreign language. With confusing acronyms and niche phrases, it’s not easy for a newcomer to grasp everything immediately.   We put together this handy guide to help you get your bearings in the contact center ...

Inconsistent brand voice.

Frequent spelling and grammar mistakes.

Infrequent publishing schedule.

All of these are signs that your brand communications are not where they need to be.

Check out our blog to learn more → https://bit.ly/2SeVYZe

14 Signs Your Communication Strategy Needs Work | JetSpring Use this checklist to determine how well your communication strategy is doing in reaching and engaging with your customers.

How much thought have you given your communication strategy lately? In our increasingly virtual world, your communications are your customers’ main chance to learn what your company is all about. Make sure you’re making a good impression!

If it’s been a while since you worked on your communication strategy, go through this checklist as a quick health check.

https://bit.ly/2SeVYZe

14 Signs Your Communication Strategy Needs Work | JetSpring Use this checklist to determine how well your communication strategy is doing in reaching and engaging with your customers.