For many consumers, personalized customer service is key to good customer experiences (CX). According to a 2020 survey by Gladly, close to two-thirds of respondents said that “lack of personalization makes [them] feel like a ticket number.” Businesses wishing to meet and exceed customer expectations need to make personalized service a top priority. But personalization goes beyond making movie recommendations or using a customer’s name in an email subject line. When it comes to personalized service, it’s paramount that you deliver relevant, valuable, and speedy support to promote positive customer experiences. In this article, we’ll break down what personalized service means, why it’s so important to CX, and how you can deliver personalization service to your customers.
We introduced a lot of new features in 2014, but we have even more planned for 2015. We are planning a big update of mobile SDKs that will support p2p audio and video calls and will be 100% WebRTC-compatible. At some point we decided that we wouldn't implement API for SMS/MMS services, but we started working on UC features like presence and instant messaging for IP-to-IP communication, we are already testing them and expect that this functionality will become available for all VoxImplant developers soon. Next HTTP API update will let developers create and edit Queues and Skills for ACD subsystem remotely - building contact center using VoxImplant is easier than with any other platform on the market. P.S. VoxImplant already offers audio conferences, but only narrowband mode is currently supported, the next upgrade will enable HD audio support and we will definitely work on video conferencing at some point. Stay tuned!