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The Complexities of Cracking the Cross Sell & Why Telcos Need to Know the Worth of Getting Personal

By |February 6th, 2019|Customer Service, Technology, Telco|

Success in telco is so often about fine margins. The difference between closing a sale or losing out to a competitor can hinge on the smallest yet most critical of factors, such as a small disparity in price plans or a superior level of customer service. It almost goes without saying that – in a telco world so fraught with choices and complex buying options – persuading a prospect to become a customer – especially a customer who purchases more than one service or product from you - is about being able to go that extra mile to make sure consumers are given the right guidance at every stage of the buying process.

Social Tedia. Create a SMART Revolution not a 24-hour technological distraction.

By |November 17th, 2017|Customer Service, Omnichannel, Retail, Telco|

The final trend from our whitepaper focuses on ‘Social Tedia’ and considers the implication of social tech tools have on our workforce and its output. As technology continues to shape the way we work internally, operationally and the way external forces such as our customers relate to our business or brand, the conversation about ‘productive’ or ‘unproductive’ tech becomes even more important for business leaders.

Operating at the Speed of Technology, Your Competitors & Your Customers

By |May 27th, 2016|Customer Experience, Customer Service, Retail, Telco|

It is fair to say almost every industry has either already gone through or will go through a period of accelerated digital transformation in order to find their place in the new world but what triggers the need to embrace digital in your business? We believe it comes down to three things: 1) technology, 2) [...]

Love on the Line. How Telco Should Focus on Relationships to Change the Game

By |March 3rd, 2016|Customer Experience, Customer Service, Telco|

The Telco industry has been connecting people from day one. But the advent of technology, the shift in consumer behaviour and the ever-changing rules of engagement are all causing challenges never seen before in Telco. At Conversity, we’re big believers that the solutions to these challenges lie in forging authentic and well-founded relationships across every [...]

Buyers and Brands Together; How Connectivity and Collaboration will Form the Store of the Future

By |February 25th, 2016|Customer Experience, Customer Service|

In recent blog posts, we’ve looked at how digital disruption is impacting the way both retailers sell and customers shop in bricks n’ mortar retail stores. It’s disruption driven by technology. Specifically, how devices have changed the browsing and buying behaviour of audiences as well as how brands can better serve customers thanks to increased connectivity and data.

Today we’re going to look at two key areas of future retailing; connectivity and collaboration.

Show and Tell; Showrooming is both a Threat & Opportunity for Retailers

By |February 16th, 2016|brand experience, Customer Experience, Customer Service, Omnichannel, Retail|

In a recent blog we reported on the top five digital disruptions that physical bricks and mortar stores face in the modern retail world. Number one was showrooming - the practice of browsing and comparing prices online whilst perusing the shelves of a store - and, as we warned then, it is happening in your [...]

Save Your Reputation, and Your Sanity. Customer Service Matters, and Now is the Time to Become ‘Human-Centric’

By |January 27th, 2016|Customer Service|

Why Turning Antagonists Into Advocates is a Smart Move For Your Business “In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your [...]

From Like to Love to Loyalty

By |January 19th, 2016|brand experience, Customer Experience, Customer Service, Retail|

HOW TO SUCCESSFULLY CREATE BRAND ADVOCATES FOR YOUR BUSINESS The customer is king. Recently I’ve been inundated with articles attempting to convince me that content and context is (or should be) the king of every company’s business plan. But whilst I’m the first to acknowledge the importance of a stellar content strategy, the bottom line [...]

I’m a Customer – Get Me Outta Here

By |December 16th, 2015|Customer Experience, Customer Service, Retail|

5 WAYS TO DRIVE YOUR CUSTOMERS INSANE, AND INTO THE HANDS OF THE COMPETITION The pressure is mounting for retailers to deliver increasingly outstanding and personalised customer service. Making plans now to make it easier, more enjoyable, and faster to buy from you is a pretty solid strategy. It has only one small flaw. Shoppers [...]