2015 has been an exciting year for customer service, customer experience and mobile. There have been big technological advancements like AI and cloud services, big legislative changes per the TCPA, and big wins for companies trying to differentiate on the customer experience.
As we look back on 2015, we decided to round up the articles that resonated the most with our readers. Here are our top 10 articles of 2015 (you guys really like list posts!)
What’s the #1 way to improve customer service? It’s a great question, and perhaps one of the most difficult to figure out. That’s why we asked 63 industry experts for their take. Continue reading here.
Formerly just a way to send silly photos and emoticons (and to some extent, it still is), text messaging is now being viewed as a powerful way for businesses to connect with their customers. Continue reading here.
While it may be true that almost anyone can write a text – Just left work. I’ll B home by 6:30 – companies that exchange texts with customers must write great texts: clear, readable, and worthwhile. Continue reading here.
Companies that invest in great customer service, be it through their contact centers, help pages, or self-service initiatives, can increase customer satisfaction, customer loyalty, and even save money. Continue reading here.
If you have an existing or potential SMS concierge business in mind, you’ll be very glad to know just how easy it is to equip yourself with the right tools and services to make it happen. Continue reading here.
We’re all about text messaging and effortless service at OneReach, so this seemed like a great use case to test out. Pizza + texting = success, right?!? Wrong. Continue reading here.
By adding self-service (and automation to speed up resolution time), businesses can receive a great ROI and empower customers with quick and easy service experiences. Continue reading here.
Omnichannel is an essential part of customer service that not only boosts customer retention but creates a powerfully positive customer experience. Continue reading here.
Before you dive into the world of mobile messaging apps, ask yourself one question: Could I use text for that? Continue reading here.
The person who is responsible for the company’s relationships with customers, should have the appropriate knowledge, skills and a high work ethic. Continue reading here.
That about sums it up for 2015. If it’s about mobile, customer service or the customer experience, we’ll be writing about it!
Happy New Year!
To learn more about providing a great customer service experience over text message, download our whitepaper here.
Photo by Flickr user Dafne Cholet under CC 2.0 License. Labeled for commercial use. Edited.