Delivering analysis and trends for the customer care community

Blog

The WDS blog delivers analysis into some of the key trends shaping the customer service experience, providing valuable insight for the customer care community.

A new era in customer care

A new era in customer care

Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

Can you really trust your self-care performance metrics?

Can you really trust your self-care performance metrics?

Self-care fall-back traffic currently accounts for 1 in 5 calls to the contact center Although self-care channels are designed to deflect calls away from the contact center, our analysis shows that this isn’t always the case. Almost a third of customers using digital self-care fail to resolve their problems using this channel. As such, many … Continued

Get your care environment on-board with your organizations innovative spirit

Get your care environment on-board with your organizations innovative spirit

As you seek to irradiate the infamous “we’ve always done things this way” statements in parts of your organization, it makes perfect sense to carry this through to the customer-critical support activities. Customers see organizations as a whole, and not as the siloed operations they often are behind the scenes. Therefore, when one part of a brand … Continued

The self-care fall back paradox and customer effort

The self-care fall back paradox and customer effort

Customers who had to engage with a care channel more than three times in any six month period were x6 more likely to be at risk of switching brands Tweet lang: en_US With organizational demands, evolving customer expectations and a generational shift, it is unsurprising that many companies have jumped to embrace digital, self-service care … Continued

How to simplify your social engagement activities

How to simplify your social engagement activities

Only with a deep and scientific approach to data analysis can social media data inform valuable, actionable customer insights  This year WDS, A Xerox Company, took part in the Xerox Simple@Work event, where we presented Empath, a product that simplifies social engagement. First, Jon Balcerek, Product Manager at WDS, highlights the trust-building opportunities for the insurance industry through … Continued

Will EE’s paid-for support option open the flood gates for experimentation?

Will EE’s paid-for support option open the flood gates for experimentation?

The need to innovate and explore smarter, leaner approaches to customer care has never been greater. Tweet lang: en_US We've all bandied around difficult questions that challenge the status quo of customer care and the ability to charge customers for a premium customer care service has long been one of them. However, with change comes … Continued

Are you armed with the information you need to say yes to innovation?

Are you armed with the information you need to say yes to innovation?

Innovative ideas often can’t be supported as management lack the confidence, the appropriate guarantees and forecasts, that they need to say yes. Tweet lang: en_US In an effort to balance customer care costs and performance, more often than not innovation gets left by the way side. Without a compelling business case innovations are, at their … Continued

The next generation of Customer Care

The next generation of Customer Care

Today almost 30% of customers using online self-care tools are unable to get the support they need. With digital self-care channels becoming a staple in the modern customer care mix, it’s time to embrace more advanced technologies and enable these channels to work harder for customers.

The future care mix: will the contact center become obsolete?

The future care mix: will the contact center become obsolete?

Today’s care strategies are under increasing pressure to deliver the best customer experience at lower and lower costs to the business. It’s not surprising then that many brands have rushed to embrace cost efficient online self-care channels.

Is your self-care strategy working hard enough?

Is your self-care strategy working hard enough?

There are very real risks for those with a dated approach to digital care and self-care Did you know that almost 30% of customers using online self-care are unable to get the support they need? Or that up to 20% of call volume in today’s contact centers is actually “fall-back” traffic following a failed self-care … Continued