How to Create Automated Surveys Through Voice or SMS to Measure Customer Satisfaction

Posted by Alex Misevski on December 29, 2016

A recent study found that a satisfied customer tells nine people about the positive experience, while a dissatisfied one tells nearly twice as many people about their negative experience. Therefore, perfecting customer experience can do wonders in driving brand loyalty and consequently increasing revenues. Fortunately, developers can create an automated survey that can be answered over phone or SMS to enhance customer experience using Zang’s APIs.

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Topics: APIs, CX, SMS, Automation

The CMO’s New Role: 360 Degree Customer Engagement

Posted by Mo Nezarati on December 15, 2016

Once, chief marketing officers (CMOs) were primarily tasked with brand management, market research and advertising. Today they’re being asked to do a whole lot more—from implementing technologies to analyzing data to customer service to measuring impact—all in an effort to forge stronger bonds with customers.

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Topics: CX, SMS, bots

Product Design and the Customer Experience

Posted by Nick Zdravkovski on August 31, 2016

The competition to gain and hold onto customers has blown the roof off traditional software development. Developers are scrambling to keep up with innovative new technologies coming out of the woodwork on a continual basis. Plus, the demands of a new generation of digital experts—you know them as millennials—are driving the market and must be taken into account. In this environment, what can product designers bring to product development to help their companies thrive?

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Topics: CX, customer happiness, UX, UI

Software Providers: Be Customer Centric or Suffer the Consequences

Posted by Jackie Mullen on August 18, 2016

Customers have the power—the power that used to belong to software businesses back when the perpetual (license plus maintenance) revenue model reigned supreme. While the perpetual model still prevails in enterprise software today, its dominance is fading now that the digital age has ushered in the software-as-a-service (SaaS), or “subscription,” model, which allows companies the convenience of signing up for an externally hosted service—vs. building and hosting their own. What’s more, short-term SaaS contracts (typically one or three years) give companies free range to explore other options.

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Topics: cPaaS, CX, customer happiness