Tag: customer

The Essential Digital Products That Every Business Needs

The digital market has become a haven for business opportunities and the perfect place to further develop and enhance your business. And more and more companies are recognizing the infinite potential of the World Wide Web, making competition fierce and the race to stay ahead of everyone else a true challenge. But there are shortcuts or better said, tools that are being widely used to ease jobs by streamlining whole procedures. That way resources are being saved and further invested in their projects that are more opportunistic, opening businesses to new endeavors and a chance for growth. In the text below, we’ll discuss some essential digital products that you, as a business, need to make sure you’re ahead of the curve and well-engaged in this new and changing digital world.

Managing Projects Like a Pro 

Digital tools that help you keep track of deadlines, how much work each employee has made so far, progress, and an overall overview of long-term goals make every project easier than it is or is supposed to be. These tools provide features such as task assignment, deadline tracking, and progress visualization charts, allowing you to really understand the work you’re doing. 

Customer Service

Your business relies on a loyal base of followers who are recurring and love your brand, services, or products you’re offering. By far the best way to keep your customers coming back is not sales and vouchers but rather excellent customer service that offers a chance to stay in touch and meet the requests and demands of your loyal fans. CRM software is an interesting and innovative way of keeping track of your customers, their purchases, statistics, and retention rates. Why does any of this matter? The key to personalized campaigns for your customers is proper data and this software offers endless information on key factors that greatly contribute to boosted sales and a better reputation. Many of these featured brands can be found online and are offered at retail prices to draw more sales and often you’ll find great package deals, making it easier for everyone. Its simple CRM software helps companies manage interactions with current and potential customers, giving a unique insight into the demands and behaviors. It’s a formula for success.

E-Commerce 

Having an e-commerce platform is as normal today as it is to have your phone in your pocket. Platforms that offer an easy way to open an online store and offer your product to a wider audience can only be beneficial in terms of spreading brand awareness, building a reputation, and boosting your sales.

Security 

With cyber attacks being more casual than bank robbers, protecting your data and the data of your clients is a must if you want to act professionally and stay ahead. Cybersecurity software allows you to keep your integrity and the data of your customers and loyal clients, making sure any breaches are handled and detected ahead of time.

It’s almost impossible to imagine today’s work without making sure you’re able to use all these tools to enhance your business and streamline whole procedures while guaranteeing confidence for you and your clients.

 

Paysend Celebrates 10 Million Consumer Customers Milestone

In a significant milestone for the fintech industry, Paysend, the UK-based global payments platform, has announced reaching 10 million consumer customers worldwide. This achievement underscores Paysend’s remarkable growth and solidifies its position in the cross-border payments market, which is projected to reach USD$ 60 trillion by 2030. From its beginnings as a visionary startup, Paysend has evolved into the world’s largest digital payment network, embodying its mission of delivering the simplest money transfer solutions globally.

A certified processor for Mastercard, Visa, and China UnionPay, Paysend is known for its commitment to transparency and accessibility. The company’s innovative payment infrastructure facilitates seamless money transfers to cards, wallets, and accounts in over 170 countries from more than 50 sending locations. This extensive reach caters to individual consumers and enterprise clients alike, attracting partnerships with industry leaders such as Mastercard and Western Union, as well as innovative firms like Deel, underscoring Paysend’s growing influence in the global payments ecosystem.

Abdul Abdulkerimov, Founder and Executive Chairman of Paysend, commented:

“This milestone reflects the significant impact our payment technology platform has on millions of consumers and enterprises worldwide. As the largest global digital network with over 25 billion endpoints, our mission is to simplify international payments for everyone. We extend our heartfelt thanks to all our customers with great pride and gratitude.”

Paysend’s dedication is reflected in its impressive metrics: over 15 million downloads of the Paysend app on Google Play and an 85% ‘excellent’ rating from more than 34,000 Trustpilot reviews. Despite these achievements, Paysend considers them just the beginning of its journey, with an unwavering focus on continued growth and innovation.

Jairo Riveros, Group Head of Strategy and Managing Director for the Americas, added:

“Reaching over 10 million consumer customers worldwide is a testament to the strength of the extensive network we’ve built with our strategic partners. Our commitment remains steadfast: to make money transfers simple, fast, and accessible for everyone, including the unbanked. We sincerely thank our customers and partners for their trust and support.”

Paysend continues to drive innovation, highlighted by the 2024 launch of “Libre,” a groundbreaking feature that enables money transfers using just a phone number. This advancement reinforces Paysend’s position as a leader in payment technology and as the world’s largest digital payment network. Additionally, Paysend’s partnership with TelevisaUnivision, the largest Spanish-language broadcast network in the U.S., provides a unique opportunity to connect with the world’s largest remittance market, amplifying the company’s reach and impact and further solidifying it as a frontrunner in the cross-border payments market.

Delighting Customers: The Art of Providing Outstanding Service

As businesses constantly shift and adapt to survive in today’s climate, one timeless truth remains firmly intact: exceptional customer service is absolutely essential to success. No matter what business you run, providing outstanding service and delighting customers in a stagnant marketplace can set you apart. 

In this journey, we’ll discover what great customer service is made of, why it’s becoming so important, how to do it effectively, and which tools can make the whole process easier for you.

Ready? Well then, let’s get started. 

The Essence of Good Customer Service

At its heart, excellent customer service goes way beyond just simple transactions. It’s about relationships. 

Good customer service involves understanding your customers on an intimate level and meeting their needs in ways that resonates. Personalization, empathy, responsiveness and consistency all come together to form part of outstanding service delivery. Like when staff remember your preferences or greet you by name when entering a store; this experience alone embodies excellent service delivery. 

Why Good Customer Service Matters

In today’s rapidly shifting commercial environment, where there’s fierce competition and opportunities aplenty, exceptional customer service can’t be overemphasized. It forms the cornerstone of brand loyalty and retention by forging deep relationships between your company and its patrons. Because when customers feel truly cared for they’ll be more loyal than ever to you and your budding business.

But it doesn’t stop there. 

Loyalty

Loyal customers aren’t just shoppers. Their experiences transform them into powerful advocates. Eagerly sharing their experiences with family, friends, and on digital platforms like social media. So beyond just becoming repeat buyers, satisfied customers are living testimonials championing your offerings to an overcrowded market.

Resilience

On the flipside of customer service’s strategic stability lies its resilience. In challenging times when obstacles appear, excellent service acts as your first line of defense. Swiftly responding to concerns and issues shows your personal dedication to the cause. And this simple trick can turn disgruntled customers into the most loyal supporters of your brand. Proactive issue resolution preserves the integrity of your business while making it all the more resilient.

Investment

Customer service shouldn’t simply be seen as a transactional component. Instead, see it as a strategic investment that ensures the growth and longevity of your business. Customer service acts as the bridge that connects your offerings to consumer hearts and minds. Creating strong bonds that last even during difficult times.

Mastering the Art of Delivering Outstanding Service

So, now you know what makes good customer service and why it’s so important. But how do you implement it effectively?

Let’s find out. 

 

I – Understanding Your Customers

To provide outstanding service, it’s absolutely critical that we gain a deeper understanding of what makes our customers tick. You can do this by creating consumer personas to visualize typical buyers. What pain points do they face? And what solutions do they want to see? Having feedback reviews or interactions as sources can guide these strategies accordingly.

 

II – Building a Customer-Centric Culture

 

Outstanding service starts from within. So, as an owner, you set the pace for your team. Do this by investing in training and giving staff autonomy beyond standard duty requirements. A culture of continuous improvement should become common practice. This way your staff’s always engaged in improving and the entire company strives to exceed customer expectations.

 

III – Personalization and Empathy

 

Do you make an effort to ensure your customers are treated as individuals? Extend that feeling by providing personalized experiences tailored just for them. From greeting them by name or offering recommendations based on past purchases to empathizing with their concerns and experiences.

 

IV – Responsiveness and Accessibility

 

Speed matters more than ever in today’s digital environment. That means prompt responses to inquiries or customer concerns are the aim of the game. Doing this demonstrates your respect for them and ensures omnichannel support throughout. Consider 24/7 availability as well as live chat for website visitors which can handle routine queries efficiently.

 

V – Handling Difficult Situations Well

Difficult situations might be unavoidable, but they’re also an opportunity for your organization. Implement de-escalation techniques to diffuse any tension-filled encounters. Empower frontline staff members with creative problem resolution processes with simple guidelines. And for more complex matters establish a clearly communicated escalation procedure so customers know you’re committed to finding solutions.

Tools and Technology for Improving Customer Service 

In today’s fast-paced business world, harnessing tools and technology can significantly enhance your ability to offer excellent customer service. Digital allies like these help navigate interactions with ease while streamlining processes and creating memorable experiences.

Here’s an in-depth look at some essential tools that could revolutionize your customer service approach:

Customer Relationship Management (CRM) Systems: 

  • Consolidate Customer Data: Store all customer details in one accessible place to quickly reference past interactions or purchases history.
  • Personalization at Scale: Leverage existing data to deliver tailored recommendations, discounts and offers to individual buyer preferences. 
  • Relationship Building: Gain insights into customer behavior and preferences to foster even more meaningful interactions. 

Helpdesk Software:

  • Efficient Ticket Management: Track and prioritize customer queries to ensure every issue is noticed and addressed. 
  • Collaborative Teamwork: Establish processes that empower and enable customer service personnel to work cooperatively.
  • Automation Capabilities: Automate repetitive tasks to free up valuable team resources to focus on more complex customer requirements. 

Live Chat/Chatbots: 

  • Real-Time Assistance: Deliver real-time assistance for customers visiting your website while improving the experience and decreasing bounce rates. Furthermore, consider enhancing issue resolution with real-time collaboration tools which can further boost customer satisfaction.
  • 24/7 Availability: Make yourself available around-the-clock, for better satisfaction. 
  • Quick Query Resolution: Chatbots should handle frequently asked queries while human team members focus on more complicated concerns. 

Social Media Monitoring: 

  • Multi-Platform Engagement: Monitor mentions, comments and messages across different social media platforms to respond quickly.
  • Reputation Management: Address negative feedback or buyer concerns promptly to demonstrate your dedication.
  • Trend Identify: Recognizing emerging industry-related conversations will allow you to proactively engage new customer pools.

Integrating these tools into your customer service strategy can dramatically change how you engage with your audience. Because technology not only increases efficiency but also elevates customer experiences. 

But remember, while automation plays an essential part, human touch remains crucial. So finding a balance between automation and personalization ensures customers enjoy both worlds.

Measuring Success and Continuous Improvement

After you implement these tools and develop customer service strategies, you’ll need to make sure a means for measuring success is put in place. This’ll help to identify areas for growth and track them over time. 

Key Performance Indicators (KPIs) play an integral part of measuring this effectiveness. Here are a few KPIs worth taking note of:

 

  • Customer Satisfaction (CSAT)

Assess customer satisfaction via surveys or post-interaction feedback, then measure it against response times for inquiries or issues from your team.

 

  • First Contact Resolution (FCR)

Calculate how quickly issues are addressed during their first interaction, showing your efficiency. 

 

  • Net Promoter Score (NPS)

Determine how likely customers are to recommend your business to others to reflect customer loyalty.

Customer insights provide an absolutely invaluable source of data. Data that can help identify pain points, streamline processes and deliver an outstanding service experience for every shopper.

Empower Customers Through Self-Service Solutions

In an age of instant information, providing customers with self-service options is an important way to improve experiences while relieving the strain on your customer support team. 

Here’s some self-service solutions that could benefit your organization:

 

  • Knowledge Bases and FAQs

Develop an extensive knowledge base that addresses customer inquiries in depth. Customers will appreciate being able to find solutions on their own without spending unnecessary time seeking an answer for themselves.

 

  • Tutorials and How-To Guides

Provide step-by-step video or written guides on using your products or services efficiently. Because video can especially make for engaging learning.

 

  • Develop Interactive Troubleshooters

Create interactive tools that help customers diagnose common issues and provide solutions tailored to each of them.

Expanding Your Horizons: International Customer Service Strategies

Reaching across international borders opens up some pretty amazing prospects. But it also simultaneously creates some distinct obstacles like cultural gaps, time zones and language barriers. 

Here’s how you can excel in international customer service:

 

  • Cultural Sensitivity

Investigate and understand the cultural norms and preferences in each region you’re targeting. Then tailor your communication and support approaches accordingly.

 

  • Multilingual Support

Deliver customer service in multiple languages to meet a more diverse customer base. Do this by either employing translation services or hiring multilingual team members. 

 

  • Localized Knowledge Base/Resources

To address local concerns and practices more directly, make sure you have resources for localized areas.

Maintaining Human Connection in a Digital Era

Technology can play an indispensable part, but keeping an intimate customer experience alive is still hugely significant. 

Here are a few simple ways to offer meaningful interactions to bridge digital and human connections:

 

  • Video Support

Video calls can provide face-to-face interactions and strengthen relationships, increasing your problem solving efficiency.

 

  • Webinars and Live Demos

Host webinars and live demonstrations to showcase your products or services directly. This gives customers direct engagement with your team as well as real-time interaction by asking any relevant questions.

 

  • Virtual Consultations Services

Provide virtual consulting sessions for more complex inquires with personalized advice and solutions provided directly.

Conclusion

Outstanding customer service is at the core of business success, creating connections, loyalty and growth for any enterprise. For small business owners looking for differentiation in customer experience, commitment to delighting customers might just be your secret weapon. 

Every interaction offers the chance to leave an indelible mark, with delighted customers becoming brand advocates who help drive your success further.

So embrace its art, refine strategies and watch as your company thrive through outstanding service delivery.

Understanding the Importance of Customer Journey Analysis

The customer journey is no longer just a sequence of touchpoints between a brand and its consumer; it is an intricate dance that defines the relationship between businesses and those they serve. Companies realize that understanding this journey is essential for fostering long-term loyalty and maximizing revenue. Consumers today might interact with a brand through various channels—social media, websites, customer service calls, email, and more—before purchasing. This complexity highlights businesses’ need to delve deeper into customer journey analysis.

By analyzing the journey, companies can pinpoint the various stages that impact customer behavior, predict potential drop-off points, and enhance the overall user experience. With advances in technology, the insight gained from customer data analytics can empower organizations to tailor their strategies, ensuring alignment with their audience’s needs and expectations.

Enhancing Customer Experience

Customer journey analysis provides invaluable insight into each consumer’s interaction with a brand. Understanding how customers navigate different stages allows companies to refine their service delivery. For instance, by identifying common pain points along the path, businesses can implement changes that alleviate these issues and make the journey smoother for future customers. A seamless experience encourages repeat business and potentially increases customer referrals.

Brands that focus on improving customer experiences often see increased engagement levels. According to a study by PwC, about 73% of consumers cite customer experience as an important factor in their purchasing decisions. Consequently, customer journey analysis is not merely beneficial; it has become essential for those wishing to stay competitive in today’s market.

Identifying Customer Pain Points

Analyzing the customer journey enables organizations to pinpoint where customers experience difficulties. A detailed examination often reveals bottlenecks, confusion, or dissatisfaction in the buying process that may otherwise go unnoticed. By recognizing these pain points, businesses can proactively rectify them, enhancing the overall shopping experience. Effective identification and resolution of these issues also help build trust and loyalty, turning occasional buyers into repeat customers.

 

When pain points are treated effectively, they improve customer satisfaction and boost conversion rates. Brands should utilize tools like Customer Journey Analytics software to gain insight into customer behavior at each step, allowing them to implement targeted improvements that resonate deeply with their audience. Regularly revisiting these insights ensures businesses stay adaptable to evolving customer needs and expectations.

Understanding Customer Behavior

Customer journey analysis illuminates consumers’ decision-making process. It provides insights into why certain actions lead to conversions while others culminate in abandonment. Decoding these behaviors enables businesses to tailor their strategies for maximum effectiveness; for instance, encouraging retargeting or offering incentives at critical moments can nudge customers decisively in the right direction.

Additionally, an understanding of behavioral patterns aids in developing personalized marketing campaigns. Recognizing the diverse motivations behind purchasing decisions allows for crafting messages that speak directly to the sentiments of varying consumer segments, enhancing engagement and creating opportunities for conversion.

Integrating Multichannel Strategies

Modern consumers engage with brands across multiple platforms, from social media to brick-and-mortar stores. Comprehensive customer journey analysis enables businesses to visualize these interactions, creating a cohesive multichannel strategy that resonates with consumers. Understanding which channels are most effective at various customer journey stages allows brands to optimize while allocating resources efficiently.

A cohesive strategy is crucial in maintaining consistent messaging across all platforms, which helps build consumer trust and reliability. Businesses create a unified brand voice that resonates with their audience by aligning communication efforts. Recognizing the interconnections between online and offline behavior allows companies to craft marketing approaches that address customer journeys. This holistic perspective ensures that every touchpoint contributes to a seamless and engaging consumer experience.

Building Customer Loyalty

Understanding the customer journey can significantly enhance customer loyalty. By delivering tailored experiences and improved service, businesses cultivate a sense of commitment from their clientele. When customers feel valued and understood, they are more likely to return. Promoting repeat business is crucial for sustainability. Consistent engagement through personalized communication and rewards programs further solidifies this bond, turning occasional shoppers into devoted patrons.

Additionally, happy customers become advocates for brands they trust. This word-of-mouth promotion is critically potent; studies indicate that about 77% of consumers are likely to buy from a brand if they follow referrals from friends or family. Organically building loyalty leads to long-term business growth, vastly surpassing the impact of traditional marketing tactics. By nurturing these relationships, companies can establish a loyal customer base that sustains their reputation and drives continuous success.

Increasing Conversion Rates

Analyzing the customer journey is a powerful tool for boosting conversion rates. Businesses can identify pain points and remove barriers that hinder purchases by closely examining how customers interact with a brand. Understanding where and why consumers drop off allows organizations to refine their processes, minimizing cart abandonment and other interruptions. Through targeted improvements, brands can create a seamless, engaging shopping experience that encourages customers to complete their transactions.

Additionally, optimizing key touchpoints enables companies to implement strategic incentives that attract and retain buyer interest. Limited-time offers personalized recommendations, and loyalty rewards can motivate hesitant shoppers to purchase. These enhancements make the buying process more intuitive and foster trust and satisfaction. The result is a well-designed purchasing funnel that consistently drives higher conversion rates and boosts overall sales performance.

Informed Decision Making

Data drawn from customer journey analysis equips decision-makers with substantial information that enhances overall business strategy. Key metrics derived from this analysis inform resource allocation, content publishing schedules, and even product development. Organizations that analyze customer feedback and preferences are better positioned to respond proactively to consumer needs.

This hands-on approach diminishes guesswork, leading to more effective tactics and measurable results. Brands are encouraged to continuously monitor their analytics, using iterative feedback to foster decisions that enhance value and stability.

Gaining a Competitive Advantage

Effective customer journey analysis provides organizations with an edge over their competitors. With a keen understanding of their customers, brands can differentiate themselves through superior service and tailored products. Insights from this analysis drive innovation and shape unique selling propositions that resonate deeply with targeted demographics.

Moreover, organizations that prioritize customer journey analysis typically report better customer satisfaction and retention rates. In an age where consumers are less forgiving of poor service, staying ahead of trends fosters continual growth and solidifies brand reputation.

Organizations that invest in understanding the customer journey are better equipped to meet evolving consumer needs and expectations. By prioritizing customer satisfaction and embracing a culture of continuous improvement, they enhance loyalty and foster innovation. This strategic focus positions businesses as industry leaders, ensuring sustainability and long-term success in competitive markets.

Revolut reaches 50 million customer milestone

Revolut, the global financial technology company and licensed European bank, has today announced that it has hit 50 million customers globally.

The company has reached the 50 million milestone at high-speed, growing by over 10 million customers in 2024 so far and becoming the most downloaded financial app in Europe.  It follows a bumper year for Revolut, which in 2024 received a $45 billion valuation, was awarded a UK bank licence with restrictions from the Prudential Regulation Authority (PRA) whilst in the mobilisation stage, and announced its 2023 Group revenues had surpassed $2.2 billion with record profits before tax of $545 million.

Revolut has aggressive plans to continue to grow its customer base towards the 100 million milestone, while also rolling out new and innovative services to become the primary bank of choice for its customers. 

Nik Storonsky, CEO of Revolut, commented: “Revolut exists for one reason: to simplify money for everyone, everywhere. This year we’ve taken huge steps forwards — breaking records, accelerating the speed at which we’re launching products and continuing to disrupt financial services globally. We’re moving faster than ever because we know the opportunity to revolutionise global financial services for our customers is still massive.”

Later this week Storonsky will take to the stage at the company’s The Revolutionaries event in London to celebrate its 50 million milestone, speaking alongside co-founder and CTO Vlad Yatsenko and entrepreneur Steven Bartlett. 

An exclusive event featuring revolutionary names across music, business, fashion, sport, gaming, travel and entertainment, The Revolutionaries will close with a headline performance from the iconic Charli XCX ahead of her sold-out UK tour.

For those outside of the UK, the event will be broadcast across YouTube and other streaming platforms.

Revolut Bank UAB (Irish Branch) was recognised by financial comparison site Bonkers.ie as ‘Ireland’s Best Consumer Business’ and ‘provider of the Best Current Account’ in 2024, while the company ranked 9th as part of the Ireland RepTrak® 2024 study earlier this year.

 

 

 

 

HRLocker awarded Business All-Star Customer Success Company of the Year by AIBF for its unwavering commitment to excellence

HRLocker, a leading provider of human resource (HR) solutions based in Co. Clare, today announced it has been awarded the prestigious Business All-Star Customer Success Company of the Year 2024-25 accreditation by the All-Ireland Business Foundation (AIBF). The honour recognises HRLocker’s unwavering commitment to empowering HR professionals, enhancing workplaces, and boosting the employee experience.

Celebrating over two decades of delivering innovation and excellence in HR technology, HRLocker has solidified its position as a leader in the field and consistently demonstrated its dedication to customer success. Founded by Adam Coleman in 2004, HRLocker has grown from a local HR consultancy to a global leader in cloud-based HR management tools.

The company’s platform offers a comprehensive suite of services designed to automate essential HR tasks so organisations can focus on more strategic growth and employee engagement. It serves customers in more than 55 countries, enabling them to drive efficiency and foster a more productive work environment.

“I am delighted to commend HRLocker as the Business All-Star Customer Success Company of The Year 2024-25,” said Kieran Ring, deputy chair of the AIBF adjudication board. “This award recognises HRLocker’s dedication to customer success, showcased through their exceptional support, user-friendly solutions, and significant contributions to their clients’ organisational achievements.”

As noted by the AIBF, the HRLocker’s approach goes beyond improving HR operations to fostering a culture of inclusion and continuous improvement, making it a trusted partner for organisations seeking to enhance their HR capabilities and employee experience.

In reaction to the award, HRLocker founder and CEO Adam Coleman said, “Our customers are at the heart of our business, and their success is our driving force. We prioritise quality and trust in all our relationships and work diligently to provide exceptional service. I want to thank our valued customers for their continued support and our dedicated team, which has been instrumental in achieving this honour.”

The AIBF is an autonomous national accreditation body that promotes best-in-class Irish businesses. Its rigorous assessment process provides a measure for hundreds of companies across the republic. AIBF Managing Director Kapil Khanna explains, “We evaluate a company’s background, trustworthiness and performance, and we speak to customers, employees and vendors,”

“We also anonymously approach the company as a customer and report back on the experience. The business goes through at least two interviews and is scored on every part of the process against set metrics.”

Nokia and eir to extend IP collaboration to support growing customer base for new services across Ireland

eir, Ireland’s leading telecommunications company, and Nokia today announced the extension of its IP collaboration to support the evolving needs and expectations of its customers with access to world-class technology and connectivity solutions.

The agreement will see eir introduce the latest 400/800GE IP backbone for larger capacity to meet future traffic growth and Nokia’s 7750 Service Router, powered by Nokia’s in-house routing silicon, FP5, for greater flexibility, power efficiency and security. This move will support eir’s commitment to provide the most reliable and unparalleled connectivity and service to every corner of Ireland.

Fergal McCann, Chief Technology Officer at eir, said: “This announcement further supports our strategy to ‘Connect for a Better Ireland’, enabling access to the latest technology and fastest speeds and to grow our network capacity to meet continued customer and traffic growth. eir is delighted to continue to grow its collaboration with Nokia for IP Network Infrastructure delivering future-proof and highly reliable network technology for our customers.”

Phil Siveter

Phil Siveter, CEO, UK and Ireland at Nokia, said: “eir has been a strategic customer for Nokia’s Network Infrastructure business for many years with our IP collaboration starting more than 15 years ago. We are delighted to extend our reach to include our latest IP routing technology and solutions to further support eir’s commitment to the quality of its services across Ireland now and in the future.”

Resources and additional information
Webpage: 7750 Service Router
Webpage: FP5 Network Processor Technology

Bank of Ireland investing additional €34 million in customer service improvements

Bank of Ireland has announced a major additional investment in customer services with more than €34 million in the transformation of its telephony and Customer Relationship Management (CRM) systems.

This investment in technology will lead to faster resolution of customer calls, enhanced self-service options (change account address, order duplicate statements, request a new card), allow more transactions to take place 24/7 via phone, and improved customer security. The investment will:

  • Provide 2,800 colleagues in branches and contact centres with quick ‘single view of customer’ data for faster call resolutions
  • Use voice biometrics to improve customer authentication for better fraud protection and reduce call waiting times
  • Enable more streamlined phone-based transactions which can be done 24/7, including improved customer verification methods, and removing complex menus

This latest announcement brings the total spend being made by Bank of Ireland on a range of customer service improvements to close to €150 million to the end of 2025.

Commenting on the investment, Susan Russell, CEO, Bank of Ireland Retail Ireland said:

“This is the largest single investment in enhanced systems and technology for our frontline colleagues in branches and contact centres that the Bank has ever made. We receive more than 11,000 calls on average each day and when customers call us they want speed, expertise and security. This investment equips colleagues with the latest technology to provide better and faster resolution of calls, and colleagues will now have a ‘single view’ of the customer at the touch of a button providing them with instant access to all their information without having to talk to another part of the bank. This investment will make things faster and better for customers and for colleagues, it’s a win-win.”

In January Bank of Ireland announced an investment of more than €60 million in a range of branch improvements, including the Bank’s largest single investment in ATMs in the last decade. The Bank also announced spending of €50 million on customer fraud prevention and protection in February including investment in new technology.

The Best Customer Engagement Tools to Try in 2024

In a world where attention spans are brief and choices are plentiful the importance of robust customer engagement tools cannot be emphasized enough. From mobile user engagement tools for personalized communications to customer data platforms that provide valuable insights, these solutions serve as the foundation for businesses striving to engage, retain, and foster brand loyalty.

To streamline your martech stack selection, we’ve curated a list featuring the premier tools in each category.

Mobile user engagement tools 

Pushwoosh

Pushwoosh is a customer engagement platform for apps and mobile-first businesses seeking to optimize their omnichannel communication campaigns. Initially established as a pioneer in push notifications, Pushwoosh has evolved to excel in user engagement across diverse channels. 

Tailoring solutions to specific industries, including media, lifestyle, e-commerce, gaming, and fintech & banking, the platform offers essential features such as campaign automation through Pushwoosh Customer Journey Builder, audience segmentation, message personalization, performance analytics, AI Content Composer, and more. These features ensure that you have the necessary capabilities to create and optimize your customer engagement campaigns.

Mixpanel

Mixpanel is a platform specializing in user behavior analytics for both mobile and web. It is dedicated to tracking events on a website or device, encompassing activities such as signing up for a service, watching product demos, returning to the service after a certain period, and interacting with various features of a product or service.

The platform provides a suite of customer engagement tools, encompassing segmentation, funnel analysis, and A/B testing, providing profound insights into user interactions and identifying opportunities for improvement.

Messaging tools

Sendbird

Sendbird is a conversation platform designed for mobile apps. The platform offers tailored in-app experiences encompassing chat, voice & video calls, live streaming, and customer service. Sendbird equips businesses with the tools and infrastructure for secure, reliable, and engaging communication experiences. SendBird is a highly customizable tool, catering to a diverse range of use cases such as on-demand services, eCommerce, gaming, dating, video streaming, fintech, healthcare, and more.

Email marketing tools

MailChimp

MailChimp is an all-in-one platform for email marketing and automation. With Mailchimp, you can easily create and send email campaigns, manage subscriber lists, target customers, and get detailed reports for analysis to drive growth.

Mailchimp’s tools let businesses personalize newsletters based on specific criteria like location or click history. Campaign features, like A/B testing, help marketers refine their strategies by sending different emails to various subscribers and analyzing how engaged they are.

GetResponse

GetResponse’s core offering is an email marketing platform, but it offers a variety of marketing tools such as webinars and sales funnel software. The solution aids in audience expansion, subscriber engagement, and the conversion of subscribers into paying customers. GetResponse’s powerful email marketing software includes AI-enhanced content creation tools, professional templates, easy-to-use design tools, and proven deliverability.

Survey tools

SurveyMonkey

SurveyMonkey is a solution for managing surveys and feedback. With AI-powered tools, the platform allows for the swift creation, distribution, and analysis of surveys without requiring specialized expertise. This provides valuable insights to support data-driven decisions and improve brand engagement and customer experience.

Qualaroo

Qualaroo is a real-time feedback platform that helps businesses in obtaining qualitative insights through surveys. The platform allows marketers to engage with customers based on their actions on the app or website, segment customers by geography, and deliver personalized content. The tool incorporates variables such as search terms or time on the page and enables the personalization of surveys through the addition of skip logic.

Qualaroo seamlessly integrates with IBM Watson for feedback mining and visualization, and it offers mobile applications for both iOS and Android. In addition to these, Qualaroo provides various services such as NPS surveys, webhooks, event and geo-targeting, website overlay, and design templates.

Customer analytics tools

Hotjar

Hotjar is a user behavior analytics platform built to help marketers understand users better. It provides complete visibility and an overall view of how to optimize your website’s user experience, boosting both performance and conversion rates. With the ability to access instant feedback from users and observe how users interact with your site, these features reveal your users’ online behavior and effectively allow you to listen to their voices.

The platform includes heatmaps that showcase the most engaging areas of the website, recordings of user sessions, and conversion funnels identifying drop-off points in the user flow. Hotjar aids businesses in identifying specific usability issues and uncovering precise areas that require improvement.

Heap

Heap is an analytics platform designed to capture and analyze user interactions and events across websites and mobile applications. By utilizing Heap, you can monitor user behavior and customer journeys, empowering data-driven decision-making.

The platform streamlines the implementation process with a codeless approach, eliminating the need for manual tracking setups. Heap automatically records every interaction, click, and event on your website or app, delivering a comprehensive dataset for analysis. This empowers marketers to gain a profound understanding of customers’ digital journeys, facilitating improvements in conversion, retention, and overall customer satisfaction.

Customer data platforms

Segment

Segment is a Customer Data Platform (CDP) empowering businesses to gather, consolidate, and direct their customer data seamlessly to any required system. This enhances their understanding of customers, facilitating the creation of compelling, real-time experiences. 

With a suite of features including customer profile management, event tracking, audience segmentation, and data governance, the platform enables the customization of marketing campaigns for optimal effectiveness.

mParticle

 

mParticle is a Customer Data Platform that helps businesses elevate customer engagement across various channels by collecting, unifying, and activating customer data from various sources.

By providing valuable insights into customer behavior, mParticle offers a comprehensive understanding of user interactions with your brand across diverse touchpoints. Furthermore, it streamlines data integration with other marketing tools and platforms, facilitating the orchestration of personalized campaigns via email, mobile push notifications, and social media.

Selecting the tools that propel your business

As you navigate the path to success, it’s essential to have the right tools at your disposal. In this article, we’ve explored messaging, email marketing, surveys, customer data, and customer analytics platforms. Invest the time to select tools that align with your business goals, ensuring you have the optimal toolkit for success in 2024 and beyond.