Every day, customers contact Air France and KLM to find answers to their flight related questions. Customer service agents are located all around the world, in order to support them at any moment.
https://mopinion.com/air-france-klm-improves-its-internal-knowledge-system-with-mopinion/
It’s time for our monthly Employee in the Spotlight again! Last month we interviewed our veteran colleague Anwar from the development team. In keeping with this theme, this month we’d like to introduce a colleague that probably isn’t necessarily accustomed to being in the limelight, given his position as a back-end (and behind-the-scenes) developer at Mopinion. This month we’d like you to meet our colleague Haris Argyis.
https://mopinion.com/employee-in-the-spotlight-haris-argyris/
Building a mobile app is only have the battle… Once that’s been accomplished it’s time to move on to optimising your app and monitoring the behaviour of your app users. And with over 2.7 billion smartphone users and over 4 million apps worldwide, competition is getting fierce. In order to be successful, businesses have to stay sharp and offer a good mobile app experience to their customers. But how can they know if they’re on the right track? More specifically, Enter mobile app analytics tools…
https://mopinion.com/mobile-app-analytics-tools/
We want to make sure you have all the skills and resources you need to set your feedback programme into motion, which is why we recently launched a free series of onboarding webinars.
https://mopinion.com/watch-on-demand-mopinion-academy-onboarding-webinars/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
A growing amount of companies are starting to realise that by attuning to their customer’s needs, they can grasp more opportunities for their own gain. One of these opportunities is the demand for mobile access to information regarding your company, be it regular company details or entire webshops.
https://mopinion.com/mobile-development-tools-an-overview/
Usability is all about presenting information and choices in a clear and concise manner that will ultimately gain the trust of your customers. Unfortunately, poor usability is quite common among online businesses. So common in fact that nearly 70% of businesses fail because of it. That is why usability testing is so critical in this day and age. Think of it this way, when you launch a website (or mobile app), you have no clue how your customers perceive the website. Is the content clear? Do they trust our brand? Do they know how to navigate? These are vital considerations that online businesses should be paying close attention to…
https://mopinion.com/best-usability-testing-tools/
Have you ever wondered why your users don’t interact with your product the way you were expecting them to? It might be because you may not understand how to use different psychology principles to design your products to elicit specific responses and actions from your users. Your customers are driven by emotions when they are looking at a website, wondering if they should buy a product or not. They are instinctively trying to establish a connection with the brand and, depending on what they see, they will either complete the purchase or not.
https://mopinion.com/guide-to-psychology-principles-in-ux-design/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
https://mopinion.com/state-of-customer-experience-cx/
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