Customer experience
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Best practices for implementing a chatbot or virtual agent
First 5000 | July 20, 2021Today’s customers expect more freedom and flexibility to contact businesses whenever they need to, including outside of standard business hours, and by the means most convenient for them. Integrating chatbots and virtual agents into contact centre operations can significantly improve the customer experience (CX).
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Public organisations that manage complaints well reap rewards: report
First 5000 | September 2, 2020For every dollar that a public organisation spends on effectively handling complaints, the organisation can reap up to a $5 return on investment (ROI), according to research, conducted for SOCAP Australia by the University of Newcastle.
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Importance of developing ‘CX Hub’ within contact centres
First 5000 | October 23, 2019Air Asia, CBA, Australia Post and Qantas will come together at the 5th Annual Customer Contact Week event to discuss the importance customer experience plays within contact centres.
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ShipStation enhances Australian shipping options
First 5000 | July 18, 2019ShipStation today announced a new integration with Australia Post’s StarTrack Courier, and the addition of international and returns shipping capabilities for Australian e-commerce retailers.
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Unsafe goods should be illegal to sell
First 5000 | March 17, 2019There should be a law in Australia prohibiting the sale of unsafe goods, ACCC Chair Rod Sims told the National Consumer Congress in Melbourne on Friday.
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Received a faulty Christmas gift? Use your consumer rights
First 5000 | January 7, 2019New data release last week (2 January) reveals people are increasingly contacting the ACCC about issues with faulty products and services.
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5 tips for building long-term relationships with your customers
Paul Smith | October 31, 2018Building long term relationships with your customers is crucial to any businesses survival. Not only will these relationships ensure ongoing success, they will provide stability within your business, which is key to longevity.
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How the brand aligns customer and employee experience
Rachel Bevans | August 8, 2018When business people talk about aligning customer and employee experience, they often forget about the powerful uniting role of the brand.
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Repair, replace or refund? Your obligations to your customers
Mark Stanley | August 5, 2018No matter how hard you try to please your customers, there will be times when they want a refund or replacement after a sale. Mark Stanley outlines some of the legal responsibilities which Australian firms must fulfil in terms of customer service.
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Overcoming ambiguity with Service Integration and Management
Kirk Penn | July 25, 2018Service Integration and Management (SIAM) is becoming more widely-adopted and establishing itself as the best formal framework for service providers and its customers to operate within.
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Employee engagement affecting customer experience
First 5000 | June 15, 2018Employee engagement has surfaced as a major concern in delivering improvements in customer experience (CX), with 86 percent of CX executives in a Gartner, Inc. survey ranking it as having an equal or greater impact than other factors such as project management and data skills.