Data-driven: how to act strategically with databases
If you work in customer experience, marketing, or business, you've probably heard the term data-driven. This technique, which is so popular these days, is crucial for companies to make data-driven decisions. Working and making decisions based on opinions, deductions, or hunches isn't at all beneficial for companies, it's not […]
What is a chatbot, how does it work and 7 reasons to implement it?
There are many ways to connect with customers and make problem-solving faster and more efficient. If you've ever looked for new ways to improve your customer experience, you've probably heard of chatbots and wondered what they are. Tools like these streamline customer service without leaving […]
6 ways to improve customer prospecting in your company
A qualified profile ready to buy from your company is worth more than a lot of unqualified contacts who don't want to invest in your business anytime soon. Therefore, it's crucial to invest in quality customer prospecting. For the sales team, customer prospecting is a crucial task […]
How data mining can help you learn more about your customer
Collecting data is crucial for understanding your customers and developing new strategies, right? That's why data mining has been increasingly used to help companies with this important task. During the stages of a consumer's journey, they provide a wealth of information that often goes unused by […]
Customer success manager: What is your role and why is it so important?
You've heard of a Customer Success Manager, right? Employees in this role meet the demands of a company's most important asset: its customers. Customer Success team members are on the front line of ensuring that customers continue to use your company's products or services […]
Top of Mind: what it is, why it's important and how to apply it
Having your brand engraved in people's minds is every entrepreneur's dream. To be a Top of Mind brand, you need to put together strategies and stand out from the competition. This research is used by many companies to understand the public's perception of a given segment. Have you ever had your brand mentioned […]
SAC 2.0: the evolution of Customer Service on the web
You've probably heard of SAC 2.0, right? This Customer Service is a great tool for quickly serving customers. Going through multiple phone numbers and extensions isn't a pleasant experience for anyone, so consumers are increasingly looking for online solutions. Do you know […]
What is First Call Resolution (FCR)?
If you've ever contacted customer support and been told your issue was resolved, only to have to call back to fix the same problem, it's because the company didn't meet their First Call Resolution (FCR) expectations. This metric […]
Customer Relationship Management: How and Why to Use It
Keeping the customer at the center of business has become increasingly important for companies, and adopting strategies like Customer Relationship Management helps achieve this. CRM, or Customer Relationship Management, helps maintain the consumer as the main component of sales, providing a broad overview of the different […]
Mystery shopping: what are the advantages for your business in practice?
Nothing is more valuable to a company than deeply understanding the customer's true perception of it. One of the most widely used methodologies for this discovery is mystery shopping. As the name suggests, "mystery shopping" is one of the techniques for identifying flaws, improving processes, and improving the customer experience.
