The generative AI revolution is upon us. In the past couple of years, Large Language Models (LLMs) like ChatGPT have totally changed how many of us think about artificial intelligence. And one of the hottest markets for AI has been customer service. A 2020 study by McKinsey estimated that AI could deliver up to $1 trillion of yearly value each year, and customer service represents a large portion of this value.
So in this blog, we’re going to be taking a look at the ways that AI is currently transforming the customer experience (CX) – and how it may continue to do so in the future.
In today's fast-paced business environment, attracting and engaging dedicated employees is critical for companies striving for success. As time progresses, we will continue to see more Gen Z job seekers, those born between mid-1990s and early 2010s, and embrace the perspectives, skills, and expectations they offer. Throughout this blog we will cover five strategies for creating an appealing company culture specifically designed to attract, motivate, and engage Gen Z customer experience agents.
You’ve seen the news articles. Lots of big companies are “hiding” their phone numbers and making it harder to get in touch via phone – and some companies like Frontier Airlines, Shopify, and Squarespace have completely eliminated phone-based customer support. But what’s responsible for this change? And when – if ever – will phones be completely eliminated from the customer experience?
In this blog, we’ll take a look at some statistics and consumer preferences – and explain why we think that the phone will stick around for quite a while, even if it’s in a more limited capacity.
In customer experience (CX), every interaction influences your brand's reputation. Concerns like "My reputation is on the line?" highlight the crucial role of CX in maintaining a positive brand image. This blog addresses these concerns, offering strategies for leaders to safeguard their reputation.
The holidays can be a challenge for customer service teams. But if you take the right steps to prepare, you can keep both your customers and your employees happy during the winter holidays. Here are a few of our top tips on how to succeed at customer service during the winter holiday season, and enter the New Year at your best.
If you’re looking to win new business as a B2B company, it’s important to use the right channels to set B2B appointments, meet with leads and prospects, and move them down the sales funnel. But what channels are the most effective for B2B appointment setting? In this blog post from Incept, we’ll go over four of the most effective channels that you should use to set appointments with B2B customers.
Understanding how to reduce hold time in a call center to increase agent productivity and customer satisfaction is something we excel at and want to help your business with too. There are so many benefits to working to assist customers as soon as possible—customer experience being at the top of the list!
In this blog post, we go over the top 5 ways to reduce call hold time for your call center.
Customer appreciation can help you retain customers and build a better business. Customer retention is absolutely essential for your company’s continued success. After all, the probability of selling to an existing customer is between 60% and 70%, compared to just 5% to 20% for new customers.
Are you wondering how you can show your customers that you care about them? Here are five simple, effective, and proven strategies from Incept. Take a look, and see how you can win big at customer appreciation.
Customer service is essential for all businesses. 90% of customers say that customer service quality is a factor when deciding whether or not to do business with a company, and 93% will make repeat purchases from a company that offers great customer service.
And at the heart of a great customer experience is your customer service team. So to celebrate National Customer Service Week from October 3 to October 7, Incept has come up with five great ways to show your appreciation to your team members. Read on, and get all the details.
Sometimes, a lead goes cold despite your best efforts. But you shouldn’t just abandon leads that stop responding to your messages. Instead, try these 5 simple and proven email follow-up strategies from our B2B lead generation team. Read on, and you may just be able to resuscitate your lead, get them moving through your sales funnel, and make a sale.
82% of people use some kind of social media, and 64% of people would rather send a message to a business on social media instead of calling them. But how can you make sure your business is setting itself up for success, and can provide excellent customer service via social media? Here are a few of our top tips.
Generating leads for your business is hard work. It takes a lot of time and effort to call leads, craft emails, and use other tools to bring in new customers, clients, or partners. According to statistics collected by HubSpot, 60% of marketers said that their Cost Of Acquisition (CAC) has risen in the last few years, and 49% say that increasing customer acquisition is their primary objective.
A few months ago I was given an opportunity to grow through interning, and I accepted a hybrid position as a Digital Marketing Intern with Incept. The position has taught me not only skills that I will utilize throughout my career but also valuable business skills that you wouldn’t learn in a classroom. With my hybrid internship, I was able to complete my duties both at home and in the office. In this blog, I am going to discuss the hybrid internship experience, my personal experience as a digital marketing intern, and tips for those looking to.
Did you know that 85% of B2B marketers say lead generation is their most important content marketing goal? Lead generation is a vital component of marketing strategy, but it can be tricky to manage. There are plenty of advantages and disadvantages to outsourcing B2B lead generation, but if you’re a business owner or marketer, you first need to hone in on your company’s capabilities and determine gaps in your marketing strategy to see if outsourcing B2B lead generation is the right fit for you.
So, you’re considering outsourcing some of your customer experience? Great! You’ve come to the right place to learn more about what makes Incept a top choice for your CX outsourcing partner.
Incept is a 100% domestic, Northeast Ohio based call center that has been in business for over 28 years. Our entire staff is domestic and primarily in Ohio (although we have the capability to hire in other states if needed to scale). We have a hybrid work environment and have been able to maintain and improve our company culture with our hybrid work environment. As evidence of our company culture we have been recognized by the Cleveland Plain Dealer as a Top Workplace 10 out of the last 11 years.
While the majority of businesses worked to pivot to remote work, we wonder how this change has impacted remote call center agents over the past few years. Continue reading to learn about the five ways that remote agents have impacted customer experience, and how to uphold the importance of the customer in your organization.
To have a top work culture in a call center, the focus must be on the call center agents and their needs since the responsibilities of the job can cause such high turnover. Did you know that the overall turnover averages for the call center industry as a whole range between 30–45 percent, with some centers having almost no turnover, and other centers having turnover in the triple digits? To help you navigate this important topic, we’d like to share five strategies to achieve a top call center culture and what your call center can do to help create a successful work environment.
Walt Disney once said: “Do what you do so well that they will want to see it again and bring their friends”. This brings us to the question - is your customer experience at the same level as Disney’s? Customer loyalty must be earned, and keeping your customers satisfied should be a top priority.
What’s the best way to ensure your customers are satisfied? Be there for them when they need you most! Not every person doing business with you is going to need help solely during business hours, which is why it’s essential to offer 24/7 customer support. If customers don’t have the support they want and need, it can lead to a loss of business, unfulfilled promises, and leaves complaints unresolved. You want to be a brand your customers can trust - by not being there when your customers need you, you’re risking their business and their loyalty.
When done right, outsourcing can create a seamless customer experience and give you scalable staffing—especially during peak hours or busy seasons—limit overhead liabilities, save money, and lessen the frequency of management headaches. How successful CX outsourcing can be is contingent on two primary factors: 1. Finding an experienced partner that can add value beyond merely positive customer outcomes. 2. Having a well-defined and documented CX strategy, processes, messaging, and systems.
Remember the first time you used Priceline or Hotwire? If you are like me, you were not willing to lower your expectation of quality but did have flexibility on your timing.
Sites like these unlock benefits for both the hotels and the traveler. High-end hotels have expiring inventory that will generate $0 if the room goes unrented, and travelers that have flexibility in their timing are able to stay at high-quality venues for a fraction of the regular list price.
We see similar things happen in service industries now, especially when labor is the limiting factor.
Good news!
For CX service buyers with flexibility, there is a way to still get 5-star customer experience, but at 2-star prices.
Relationships matter.
Creating exceptional relationships with customers is critical.
The building blocks of those relationships are conversations. The quality of every relationship is largely determined by adding the strength or weakness of every individual conversation together. The people who have consistently listened intently to you, offered advice when appropriate, and had your best interests in mind have probably become your closest friends and advisors.
Customers want a valuable customer experience to feel like their needs or problems are appreciated. Did you know that 80% of customers feel the experience a company offers is as important as their products and services? Retaining customers is a top priority for organizations, but the mental health of your agents should also be important. If your agents are burnt out or have poor mental health as a result of the job, it is going to negatively affect your customer experience and your organizational goals. Keep reading to learn how the mental health of your agents can impact customer experience and how you can fix it.
