Our Top 10 Blog Posts of 2019: Winning in the Customer Experience Era
As consumers, each time we interact with a company, it leaves an impression. Whether we’re placing an order, chatting with a live agent, visiting a physical store or branch, or browsing a website, these encounters have a major impact on how we perceive that brand. In an age when customers have more choices than ever […]
New Research Exposes What Really Matters to Customers When Choosing In-Store vs. Online Shopping
Consumers continue to favor in-store shopping at locations where they can have conversations with knowledgeable employees and interact with physical products. The findings, according to the 2019 Future Stores Consumer Report, comes even as online shopping hits record revenues. While that seems like contradictory information, a deeper dive into consumer preferences show that shoppers of […]
Tire and Auto Service Providers: Stop Spinning Your Wheels When It Comes to Service Scheduling
Let’s be honest, your customers don’t look forward to visiting your service stations. They’re visiting because they have a problem or need preventative maintenance for their vehicle. Not exactly something you would see on an Amazon wish list. But this doesn’t mean you can’t make them happy, loyal customers through a streamlined service process that builds trust between them and your business. […]
Supercharging chat using Intelligent Appointment Scheduling across EVERY channel
If you’ve visited a business website, you know just how popular chat platforms have become. They enable businesses of all types and sizes to communicate directly with prospects and customers in near real-time. There are typically two types of chat functionality: live chat during business hours and after-hours chatbots for nights and weekends. Adding chat […]
How Tucson Federal Credit Union Is Blending Digital and Physical Channels to Improve Member Engagement
One of the best parts of my job is speaking with customers and learning how they’re using Engageware to improve the in-branch experience. I recently participated in a Future Branches Digital Summit with Krystal Adams, vice president of member experience for Tucson Federal Credit Union. Krystal is responsible for member experience across six retail branches and the credit union’s call center, as well […]
Financial Services Focus: Growing Assets Under Management, One Client Conversation at a Time
Top performing financial advisors spend 40% more time with clients relative to the average advisor. That should not come as a surprise. Engaging clients at key milestones along their financial journey is vital to acquiring new clients, retaining their business, and growing their assets. The need for help is clear – 78% of consumers surveyed […]
Driving Higher Appointment Show Rates and Automatic Staff Alerts with Engageware Text Notifications
Providing powerful alerts for customers and staff to increase on-site appointments while creating better customer experiences Text notifications are one of the best ways to engage with people. Not just consumers, or staff… People! With everyone inundated with email marketing and other notifications, it’s easy for your opt-in notices to go…well unnoticed! According to a […]
Fight of the Walk-In: Scheduled Vs Un-Scheduled Appointments
The benefits of online appointment scheduling for consumer retail, banks, and credit unions are well documented and include higher sales, loyal customers and members, and more engaged employees. But with most locations, there is a constant mix of pre-scheduled customers and walk-in traffic that must be engaged. This inconsistent visitor traffic can often lead to crowded lobbies and waiting areas, consumer confusion, and frazzled employees who need to balance a full calendar of scheduled meetings […]
Increasing Meeting Show Rates – Connecting with Customers Before Scheduled Appointments
In today’s always-on world, consumers are in the driver’s seat and the expectation is that brands will deliver what customers need when and where they need it, whether that’s online via mobile, or in-person. To best reach consumers in the moments that influence their decisions, leading brands have turned to intelligent appointment scheduling and communication tools to […]
Delivering on the We’ve been expecting you promise
Given the dramatic increases in customer expectations as well as the ever-growing number of options consumers can choose from today, brands ranging from national retailers to regional credit unions are overwhelmingly adopting new customer engagement strategies to drive high-value interactions, inspire repeat visits, and grow their business. One of the best ways to deliver more […]
Engageware Engagement Center: A Simplified Way to Bridge the Physical to Digital Divide
As online giants like Amazon enter new categories and seek to expand their share of e-commerce revenues, retailers have shifted strategy to boost their digital competitiveness. Given the growth of digital spending, it’s easy to overlook an important point — more than 90% of purchases still happen in-store, and consumers still value in-person interactions. They […]
5 Reasons Why Banks and Credit Unions Need to Consider Chatbots
Chatbots are a hot topic in banking. As the shift towards a digital-first world accelerates, we are quickly approaching the intersection of business value and consumer expectations. Banks and credit unions are seeing the benefits of automation – lowered support costs via robust self-service all while fulfilling the consumer expectation of being able to complete […]