Customer Experience CX

A collection of 12 posts

What is NPS and why it is the secret sauce for success?
Customer Experience CX

What is NPS and why it is the secret sauce for success?

No matter what era or domain, businesses that satisfy their customer needs efficiently will achieve better success in the market. We can clearly see that customer satisfaction is a critical component that determines a business’ ability to succeed in the market. In the current era, businesses use digital tools to monitor customer service and track customer experiences efficiently, and identify opportunities to increase customer satisfaction. With a host of tools and metrics available in the custo

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Tips to improving customer service in the Automobile Industry
Customer Experience CX

Tips to improving customer service in the Automobile Industry

The automobile dealerships market (cars and 2-wheelers) is a fiercely competitive market. The line between Acquisition and Retention has blurred; the revenue made from service & maintenance is significantly higher than the meagre commission earned on new customer acquisitions. Only with exceptional customer service can automobile businesses compete in the competitive market. In this article, we will look at some of the points that can help improve customer service in the automobile industry. Le

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Why you should provide an Omnichannel Customer Experience
Omnichannel Communication

Why you should provide an Omnichannel Customer Experience

If your business has a digital presence, you would most probably know that your potential customers come from various sources like the physical store, site or app. Since today’s customers are present everywhere, you should also be available everywhere. While being available on all channels is important, something much more important is to provide the same level of service across all the platforms. Hence, comes the need for an omnichannel approach. What is an omnichannel customer experience? An

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The Art of Contactless Customer Experience
Customer Experience CX

The Art of Contactless Customer Experience

The COVID-19 pandemic has had a colossal effect on how retailers conduct their business. With social distancing and lockdowns, retailers are thrust into the world of online retailing. Since today’s customers prefer a ‘contactless shopping experience’, online retailing has evolved from being a convenience to a necessity. When brick and mortar retailers were forced to close during the peak of the pandemic, online shopping experienced a significant high. As we can see in Capgemini’s ‘COVID-19 & the

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Building Customer Loyalty in the Digital World
Customer Experience CX

Building Customer Loyalty in the Digital World

It is an undeniable fact that we are currently in the golden age of digital shopping. After the pandemic, there is a sharp increase in the number of digital marketplaces. Face-to-face conversations have been replaced by digital conversations through video, mail or chat. With this digital transformation, customers have come to realize that they have more options at their disposal. If they are not satisfied, they can conveniently switch to another brand. ‘Brand switching’ has become a looming thre

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The Importance of First Contact Resolution Rate
Customer Experience CX

The Importance of First Contact Resolution Rate

In today’s competitive market, every business is focused on delivering excellent customer service. One of the best ways to ensure the same is by keeping track of the customer service level. While there are several Key Performance Indicators (KPI) that can measure customer service, one of them provides a clear indication of its effectiveness. And that is First Contact Resolution Rate (FCR). What is FCR? It is a well-known fact that solving issues in the first interaction will increase customer t

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The art of crafting a Canned Response
Customer Experience CX

The art of crafting a Canned Response

It is important to understand that customer service agents spend a huge amount of time drafting the same customer service responses to various customers. This effort can be streamlined with the use of Canned Responses. Canned Responses can be defined as a set of pre-programmed customer service responses and they allow customer service agents to quickly respond to customers. This makes Canned Responses an important part of today’s customer service sector. Since Canned Response makes way for insta

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Future-proof your Customer Service
Customer Experience CX

Future-proof your Customer Service

Customer service is a process that is constantly evolving. Businesses need to constantly adapt to market changes and customer expectations to ensure customer loyalty. With the coronavirus having a major impact on consumer behavior, businesses are under immense pressure to provide superior customer experiences to ensure customer retention. In this scenario, businesses that have taken the initiative to future-proof their customer service will have a massive advantage over others. In this article,

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CLV – What is it and why is it key to your business
Customer Experience CX

CLV – What is it and why is it key to your business

In the current digital age, increasing customer experiences [https://gallabox.com/] has become one of the main goals for business growth. Therefore, some businesses tend to spend more on improving customer experiences and matching customer expectations. Even though this might look beneficial for short-term business growth, it will hurt the business on the long-term. The main reason for the same is that the business failed to realize the value of a customer and overspent on him/her. This is where

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Major Customer Experience Challenges & Solutions
Customer Experience CX

Major Customer Experience Challenges & Solutions

Customer experience has become a major factor in today’s competitive market environment. Managing customer expectations and delivering superior customer experiences has become a core factor in determining a business’ success. And with the whole world moving towards digitization, delivering exceptional customer service has become a challenging task for businesses across various sectors. It is not an exaggeration to say that today’s customers expect businesses to get it right the first time. With

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Five Tips to Boost your Conversion
Customer Experience CX

Five Tips to Boost your Conversion

Converting prospective customers can be a difficult task in any market, and it has become near impossible due to the pandemic. Are you tired of not getting sales even when your site has numerous visitors? Don’t worry, we have five tips that can help you convert potential customers. Streamline your Forms One of the main reasons that visitors do not convert is their perception of the brand. As a business owner, you would have worked hard to create a superior customer experience by adding new feat

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Don’t Be Afraid, Go Digital
Customer Experience CX

Don’t Be Afraid, Go Digital

Small and Medium Businesses (SMBs) make up the backbone of an economy. In India, the SMB sector is considered a crucial sector given its ability to provide jobs. And this sector was one of the worst-hit sectors during the Covid-19 pandemic. With the pandemic and the subsequent lockdowns, SMBs seized the day and set out to adapt to digital technology to survive. Many SMEs have survived and thrived by partnering with digital service providers particularly to enhance their Sales, Customer Support,

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