WebRTC is an open source framework that allows web browsers and mobile applications to run rich, multimedia, real-time communications without the user having to download plugins or external apps. Most web-based voice or video chat interactions require the users to login and access a third-party application such as Skype or Whatsapp, or subscribe to some….
Halloween is not far off. So take five minutes to consider a few simple Customer Experience tricks (and treats) you could put in place now to make your customers love you even more! Don’t scare off your customers Do your customers know that contacting you will be a frictionless, straightforward process? Or do they dread….
Through technology, we can now provide fast, efficient and personalised service, gain deep insights into what our customers think and feel, and spoil our customers with a choice of interaction channels, from the contact centre to self-service and co-browsing. Matchboard’s Ultimate Guide to Technology for Contact Centres and Customer Experience provides a succinct overview of….
Most contact centres manage a range of customer contact types, such as calls, chat, email and social media. These customer conversations contain a wealth of analysable data that can be used to drive out costs, increase revenue, manage compliance and improve customer experience. It is now possible to buy “analytics as a service”, combining analytics….
Cobrowsing (Collaborative Browsing) is a technology that enables agents to jointly navigate a web page together with a customer and interact by chat, voice, or video, as well as annotate and share forms and documents. The high level of visual and interactive engagement allows agents to explain things more clearly and helps customers who are….
In the era of customer experience, understanding your company’s customers is key for a sustainable business. Measuring your customer’s voice is essential to gaining insights on what you are doing well, not so well, what your customers think of your brand and what you could be doing to delight them. Developing a Voice of Customer….
SYDNEY, AUSTRALIA — September 30, 2019 — Capping off a month of award wins, Matchboard was today announced finalist for Innovator of the Year in the My Business Awards 2019. The winner will be decided at a black-tie dinner on November 15 at The Star Sydney. Managing Director, Sharon Melamed, said, “It’s a proud moment….
Contact centre leaders are grappling with a rapidly changing environment where technology is encroaching on a traditionally people-centric function. This guide* sets out 7 key actions leaders can take to create harmony between their human talent and digital initiatives for customer service. Topics covered include: the trend towards recruiting for soft skills rather than product….
No business is perfect. In situations of a “stuff-up”, how a company manages emotional or unhappy customers says a lot. Whether it’s an online banking system going down or an overseas flight being cancelled, customer impacts are inevitable. The good news is that these impacts can be minimised if the right processes and procedures are….
Attrition, absenteeism, productivity and employee engagement: these challenges faced by contact centres are not new. What is new is the trend towards gamification as a path to addressing the challenges. “Gamification” may sound fun – and it is for those on the frontline – however for businesses it is used to achieve serious business impact. This….
In a financial services environment, the conduct of contact centre and retail staff is potentially the biggest factor in customers being sold products they don’t want, cannot afford or do not understand. The Royal Commission has given a sense of urgency to companies to monitor for misconduct and, as far as possible, prevent it from….
Understanding your audience and accessing high quality data is a cornerstone of successful marketing. In this 13-page white paper*, one of Australia’s leading data service providers shares eight methods and practices used to ensure quality of B2C data. Topics covered include: • Data integration • Data validation • Data overlap sources • Data updates / appends ….
SYDNEY, AUSTRALIA — June 10, 2019 — When Sydney entrepreneur Sharon Melamed heard the now famous quote from the film Avengers: Endgame, “I love you 3000”, she couldn’t help but smile. Her award-winning B2B matchmaking platform, Matchboard, just celebrated its 3000th match, a major milestone for the 7-year-old business. Anyone can use Matchboard’s website to….
If there’s one positive to the Coronavirus pandemic, it’s that companies all over the world have realised that work-at-home models are not only possible but beneficial to business. Contact centres are the heartbeat of companies’ communication with customers, and a home agent capability is essential in times of crisis. This blog was written before….
CX has evolved from a focus on consistency and functionality (eg. across channels) to delivering the “wow” factor, with engaging, personalised experiences. Today’s new frontier is aligning CX with customer values and purpose. Customers who feel a brand and the experience it offers matches their value-set are more likely to be advocates for whom price….
