Blog - Antlere

5 Proven Strategies to Elevate Your Retail Customer Service Experience

5 Proven Strategies to Elevate Your Retail Customer Service Experience You walk into a store and within seconds you know whether you will stay or walk out. Your questions answered quickly, finding a product effortlessly, and getting that initial smile from a staff member are all part of your retail customer service experience. In the highly competitive marketplace that we find ourselves today, products alone cannot win a battle. Customer service in retail is a key differentiator between brands. But before we go to the strategies in detail, let us first revise the fundamentals: what does retail mean? Specifically, retail is the practice of selling goods and services directly to consumers(classes). Whether it is through major retail department styles, fostering your own brand and online shop, or any other platform, it was always about satisfying customers, offering helpfulness, and loyalty. Retail services cover not just sales, but also shop customer service, delivery, and after-sales support. We will go through 5 tested approaches to improve your retail customer service experience, with examples, statistics, and insights into retail customer meaning and expectations. Understanding the Retail Customer A retail customer is any individual purchasing goods or services for personal use, not for resale. Their expectations are evolving, they want speed, personalization, and convenience. Companies in the retail business, such as Walmart, Amazon, and Target, have become new role models for customer expectations by providing friction-less shopping, on-demand retail call center support, and powerful loyalty programs. As a matter of fact, 66% of customers expect companies to understand their individual needs and expectations according to Salesforce, which makes retail customer management integral to retail success of the modern day. Strategy 1: Train Teams for Exceptional Shop Customer Service Your employees are the face of your retail brand. Through retail sales and store support staff or through online retail support agents, this ability to connect with customers can make or break the experience. Why Training Matters Sales conversion increases by as much as 40% with staff which have the right interpersonal skills. Training for retail IT support helps employees answer technical or billing questions immediately. Cross-training of physical stores and digital channels cultivates uniformity of retail customer services across platforms. Retailers like Apple do particularly well here: their in-store team are trained not only in the product, but also in how to deliver an experience that stays with the customer. Strategy 2: Use Technology to Personalize Retail Customer Services As retail & consumer services software picks up pace businesses can use data to personalize the experience. Recommendations tailored to the individual, loyalty apps and AI powered chat support can all make the customer feel as if a retailer “knows” them. Retail Example: On Amazon 35% revenue driven by recommendation engine based on browsing and purchase history. That’s personalization at scale. The same goes for contorted small retail business examples. Using CRM integration along with retail call center data, companies can quickly identify repeat shoppers, resolve concerns at a much faster pace, and create a better loyalty. Strategy 3: Omnichannel Retail Support Today, customers do not differentiate online from offline, they look for a seamless journey. This is where omnichannel retail support comes into play. Scenario 1: A prospect browses some products from an online catalog, reaches the retail call center for some query, and ultimately buys from the store. The customer will have to repeat themselves if the data is not linked, resulting in annoyance. Customer Experience Improvement in Retail Store Integrate touchpoints. Ensure a seamless system across all channels, websites, mobile apps, brick-and-mortar stores. Channel Customer Expectation Retail Example In-Store Quick checkout, helpful staff Walmart’s self-checkout kiosks Online Easy navigation, personalized offers Amazon’s “Customers Also Bought” Call Center Fast resolutions, empathetic agents Best Buy’s retail customer services Mobile App Loyalty rewards, order tracking Starbucks Rewards App This model builds a uniform retail customer service experience regardless of how the journey starts. Strategy 4: Collect and Act on Feedback One of the most underrated elements in your retail customer management arsenal is a proactive feedback loop. Customers just want to be listened to and loyalty doubles when they witness businesses applying their feedback. But to untap those insights could be through voluntary surveys, calls after purchase, or engaging with them on social media. A clothing retailer, for example, might gather feedback about seasonal collections, while a retail IT support team might find out how easy checkout technology was to use. Retailers examples like Zappos, built their reputation by not just collecting feedback but turning it into action whether by improving shipping processes or adjusting return policies. Strategy 5: Empower Customers with Self-Service Sometimes the best kind of service is providing customers with the tools with which they can serve themselves. Be it through retail number tracking to provide updates on food delivery in India or knowledge bases, self-service driven by retail & consumer services software puts customers in control whilst lightening the load on staff. Key Benefits of Retail Self-Service Quick Resolutions: Customers get their queries resolved on the spot, instantaneously with no waiting time. Less Repetitive Questions: Support teams in retail only face a subset of the questions More Control for Customers: Order information, returns, and helpful information are available 24/7 to shoppers! For instance, retail businesses such as IKEA combine self-service online and within the store, using such tools as “track your order” and warehouse-style furniture collection points. Why Elevating Retail Customer Service Matters At its core, what’s retail if not about creating value for customers? Whatever the case, retail customer service looks a whole lot different today than it did even a few generations ago what has changed is that politeness is no longer enough, but rather the expectation has been set for consistent, data-centric, and tailored experiences. And research shows that 73% of customers say customer experience is not just a key factor, but one of the most significant deciding factors that ultimately influences purchasing decisions, even ahead of price or product quality in many cases. Retailers that follow

Performance Matters: The CX Factor That Drives Loyalty

Celebrating Customer Service Week: Why It Matters and How to Make It Memorable Every business has one team that works behind the scenes, to ensure that the voice of the customer is heard, problems are sorted, and the customer goes out satisfied. This team should not be regarded as an acknowledged one but rather celebrated. The Customer Service Week is the right moment to identify and value the efforts of this vital team. We will discuss the Customer Service Week, its significance and how you can maximize this special week to show your appreciation to your customer service team and how it can leads to happy customers. What and when is Customer Service Week? Customer Service Week is the event of recognition and appreciation of the hard work and dedication of customer service professionals held annually. It is celebrated on the first full week of October i.e. beginning on the 7th and continuing to the 11th. It is a time to express the gratitude and appreciation of the hard work of the customer service teams. What is National Customer Service Week National Customer Service week is celebrated in the first week of October. In 1992, it was acknowledged by the U.S. Congress and nowadays, over 60 nations around the world celebrate this week as a form of reminding people on the value of customer service to business and organizational success. What is the most important goal of Customer Service Week? Customer Service Week is mainly aimed at honoring the work of customer service team. It is an opportunity to acknowledge the important position they have in establishing customer relations, retaining them and ensuring that companies operate well. The theme of this week is not the day to day challenges, but rather a customer service excellence celebration. It is a chance to encourage and inspire your team members and create a good atmosphere of work that will be transferred to their interaction with customers. Responsible customer service is a sure way of having increased, satisfied customers who may directly influence business growth and success. What do you say in Customer Service Week? During Customer Service Week, you should express how grateful and thankful you are toward your support team. Begin by appreciating them on their effort over the year that they are dedicated in giving their best customer service. Here are some things to consider when addressing your team during this week: Recognize their value: Credit them with the great role they have contributed to the success of the business and stress on the ways they influence the customer satisfaction, retention and growth of the company in general. Encourage motivation: Give examples of great customers service, and this will help to remind them on the good effect that their work has on the customers and the company. Provide personalized appreciation: Make the recognition to their contributions. As an example, tell specific instances when they have won over certain challenges or how they have exceeded what the customers expect. Celebrate the collective success: Remind the team about their common goal of developing a positive customer experience. By sharing heartfelt appreciation, you not only boost morale but also reinforce the culture of customer service excellence. Why is Customer Service Week important? Customer Service Week is not the celebration only it is the means to improve the morale and establish the positive company culture and make the employees feel appreciated. It is critical in keeping the employees engaged, preventing turnover, and enhancing performance of the team. Whenever companies reward their customer service teams, this too serves to inform the customers that the business unit is customer centric and cares about their experiences. This week celebration can enhance customer satisfaction and retention through development of a culture that is cognizant of service quality. How can you celebrate Customer Service Week? The celebration of Customer Service Week doesn’t have to be complex it just needs to be thoughtful and personal. Here are a few ideas to help make the week memorable: Organize a team celebration: Irrespective of the location, be it in the office or virtually, organize a special event like team-building activity, themed days, or a lunch to enable the team to bond and unwind. Reward high performers: Reward team members who make extra efforts regularly by granting them awards, gift cards, or certificates. Offer development opportunities: Make professional development resources, i.e. online training, mentorship or team learning session available. Provide perks: Consider providing free lunch, snacks or even casual dress day. This minor gesture can do a world of good to the morale within a team. Each of these ideas shows the support team that their hard work is truly appreciated. What are some creative ideas for Customer Service Week? Customer Service Week is a great opportunity to get creative with your celebrations. Here are a few exciting and unique ideas to make this week special for your team: Themed Days: Select various themes per day of the week (e.g., Retro Day, Sports Day, Spirit Day) and invite employees to dress-up to fit the theme. Team-building activities: Host events or competitions that promote team spirit, e.g., trivia, escape room-like team-building events. Thank You Notes: Openly share gifts of gratitude with each other, noting the strength and contribution of one another. Charity Events: Promote team building through service to the community, hold a charitable drive or volunteer as a team. Celebrating Customer Service Week with fun and engaging activities not only honors your team but helps them form a deeper connection with the company and each other. Conclusion Customer Service Week is not a date on the calendar; it is a chance to recognize the hard work, enthusiasm and perseverance of your customer service team. Through rewarding the efforts of your work and appreciating them, you enable a culture which stresses the value of customer satisfaction and long term success.

Celebrating Customer Service Week: Why It Matters and How to Make It Memorable

Celebrating Customer Service Week: Why It Matters and How to Make It Memorable Every business has one team that works behind the scenes, to ensure that the voice of the customer is heard, problems are sorted, and the customer goes out satisfied. This team should not be regarded as an acknowledged one but rather celebrated. The Customer Service Week is the right moment to identify and value the efforts of this vital team. We will discuss the Customer Service Week, its significance and how you can maximize this special week to show your appreciation to your customer service team and how it can leads to happy customers. What and when is Customer Service Week? Customer Service Week is the event of recognition and appreciation of the hard work and dedication of customer service professionals held annually. It is celebrated on the first full week of October i.e. beginning on the 7th and continuing to the 11th. It is a time to express the gratitude and appreciation of the hard work of the customer service teams. What is National Customer Service Week National Customer Service week is celebrated in the first week of October. In 1992, it was acknowledged by the U.S. Congress and nowadays, over 60 nations around the world celebrate this week as a form of reminding people on the value of customer service to business and organizational success. What is the most important goal of Customer Service Week? Customer Service Week is mainly aimed at honoring the work of customer service team. It is an opportunity to acknowledge the important position they have in establishing customer relations, retaining them and ensuring that companies operate well. The theme of this week is not the day to day challenges, but rather a customer service excellence celebration. It is a chance to encourage and inspire your team members and create a good atmosphere of work that will be transferred to their interaction with customers. Responsible customer service is a sure way of having increased, satisfied customers who may directly influence business growth and success. What do you say in Customer Service Week? During Customer Service Week, you should express how grateful and thankful you are toward your support team. Begin by appreciating them on their effort over the year that they are dedicated in giving their best customer service. Here are some things to consider when addressing your team during this week: Recognize their value: Credit them with the great role they have contributed to the success of the business and stress on the ways they influence the customer satisfaction, retention and growth of the company in general. Encourage motivation: Give examples of great customers service, and this will help to remind them on the good effect that their work has on the customers and the company. Provide personalized appreciation: Make the recognition to their contributions. As an example, tell specific instances when they have won over certain challenges or how they have exceeded what the customers expect. Celebrate the collective success: Remind the team about their common goal of developing a positive customer experience. By sharing heartfelt appreciation, you not only boost morale but also reinforce the culture of customer service excellence. Why is Customer Service Week important? Customer Service Week is not the celebration only it is the means to improve the morale and establish the positive company culture and make the employees feel appreciated. It is critical in keeping the employees engaged, preventing turnover, and enhancing performance of the team. Whenever companies reward their customer service teams, this too serves to inform the customers that the business unit is customer centric and cares about their experiences. This week celebration can enhance customer satisfaction and retention through development of a culture that is cognizant of service quality. How can you celebrate Customer Service Week? The celebration of Customer Service Week doesn’t have to be complex it just needs to be thoughtful and personal. Here are a few ideas to help make the week memorable: Organize a team celebration: Irrespective of the location, be it in the office or virtually, organize a special event like team-building activity, themed days, or a lunch to enable the team to bond and unwind. Reward high performers: Reward team members who make extra efforts regularly by granting them awards, gift cards, or certificates. Offer development opportunities: Make professional development resources, i.e. online training, mentorship or team learning session available. Provide perks: Consider providing free lunch, snacks or even casual dress day. This minor gesture can do a world of good to the morale within a team. Each of these ideas shows the support team that their hard work is truly appreciated. What are some creative ideas for Customer Service Week? Customer Service Week is a great opportunity to get creative with your celebrations. Here are a few exciting and unique ideas to make this week special for your team: Themed Days: Select various themes per day of the week (e.g., Retro Day, Sports Day, Spirit Day) and invite employees to dress-up to fit the theme. Team-building activities: Host events or competitions that promote team spirit, e.g., trivia, escape room-like team-building events. Thank You Notes: Openly share gifts of gratitude with each other, noting the strength and contribution of one another. Charity Events: Promote team building through service to the community, hold a charitable drive or volunteer as a team. Celebrating Customer Service Week with fun and engaging activities not only honors your team but helps them form a deeper connection with the company and each other. Conclusion Customer Service Week is not a date on the calendar; it is a chance to recognize the hard work, enthusiasm and perseverance of your customer service team. Through rewarding the efforts of your work and appreciating them, you enable a culture which stresses the value of customer satisfaction and long term success.

Client vs Customer: What’s the Difference in Service and Why It Matters for Your Business

Client vs Customer: What’s the Difference in Service and Why It Matters for Your Business Service in business is not merely about responding to questions or resolving issues, but really an expression of how you appreciate the people who continue to keep your business going. However, all buyer relationships are not the same. There are individuals who require quick and effective service on a straightforward deal, and others need individualized and lengthy treatment. This is where the client vs customer discussion is. Client service and customer service are usually confused but it is not mere words. It is a strategic decision that will affect the way you organize your teams, make budgets and create loyalty. We shall deconstruct what each strategy actually yields, why it counts and what you can do to choose the model (or combination) that works in your business. What is customer service? Customer service is the type of support that the majority of us receive on a daily basis. It is about assisting those who are purchasing goods or standardized services, and more frequently in a quick and transactional manner. Don’t forget about retail shops, restaurants, banks, or e commerce. A customer presents a question or an issue and it is aimed to solve it within the shortest time possible and in the most amicable manner. To these businesses, efficiency is the foundation of customer service. The priorities are speed, consistency and convenience. What is client service? Client service takes a very different form. Instead of one-off transactions, it revolves around long-term relationships. A client isn’t just buying a product; they’re buying your expertise, advice, or tailored solutions. Think of law firms, marketing agencies, accountants, or consultants. These businesses don’t simply answer questions; they guide, strategize, and invest in the success of the people they serve. The key here is personalization. A client doesn’t expect to be one of thousands they expect to be understood. They want their service provider to know their goals, anticipate challenges, and deliver results that go beyond the basics. This kind of service is less about speed and more about depth, trust, and measurable outcomes over time. What is the difference between client service and customer service? The distinction is in the character of the relationship. Customer service is of a transactional nature: You fulfill, fix problems, and continue. Client service on the other hand is relational: it is about developing partnership in which success is not a quick fix but long term outcomes. This difference is a game changer to a business owner. A customer-serving company needs to develop systems that can process large volumes of customers in an efficient manner call centers, helpdesks, or chat bots. Account managers, consultants or advisors, however, are required in a company serving clients and can give real time and expertise to each relationship. Both models can coexist in one business at the same time however. Why does the distinction matter for business owners? To business owners, it is important to understand whether you are doing client service or customer service or both. When you mix the two, then you may end up wasting money on the wrong things or failing to satisfy those that are most important. The difference also influences the measurement of success. Speed and satisfaction scores are important in customer service. Under client service, retention, loyalty and business outcomes come into the limelight. By matching your service strategy with appropriate measures you are assured that your strategy is in line with your goals on the ground. How do you know which one your business needs? Start by looking at what you sell. If Customer service is your strength in, then case your business deals with standardized products with fast transactions. In case you are of expert value, strategy, or specific solutions, then you need to work on client service. Of course, many businesses need both. The trick is to recognize which group drives long term value and then design your service in harmony. What are the benefits and challenges of each approach? The efficiency and scalability of customer service are effective. It enables companies to reach thousands of individuals without having to go bankrupt. Yet it is more difficult to create loyalty-customers tend to change brands when they can find a less expensive or a faster one. Client service on the contrary builds stronger loyalty and increased revenue per relationship. When a client trusts you, they can be there in your business over a period of time stabilizing and making referrals. Nonetheless, it is a resource-consuming and less scalable model, as it demands professional personnel and takes more time on each relationship. To a majority of business owners, a mixture of both customer service and client service is the most appropriate approach; keep the volume high by customer service and ensure you maintain and develop the best business relationships by client service. Conclusion The debate over client vs customer goes far beyond words. It’s about how you structure your service model, what kind of relationships you build, and where you invest your resources. Customer service works best when efficiency and speed drive success. Client service thrives when trust, personalization, and long term outcomes matter most. As a business owner, understanding the difference helps you avoid wasted resources and deliver the right experience to the right people. Get it right, and you’ll not only keep your customers happy you’ll create loyal clients who fuel your growth for years to come. That’s where Antlere comes in. We help businesses design service strategies that balance fast, scalable customer support with personalized client care. Whether you need to streamline day-to-day transactions or build deeper partnerships, Antlere’s gives you the tools and expertise to turn service into sustainable growth.

How Omni Interactions Are Redefining Digital Engagement Strategies

How Omni Interactions Are Redefining Digital Engagement Strategies Customer expectations in 2025 are higher than ever. They’re not only interested in fast response times – but they’re also interested in experiences that are personalized, seamless, and consistent on every platform. Whatever a company’s email, social media, live chat, or voice message channel is, they need to maintain a consistent experience. This need has resulted in omni interactions, a metamorphosis that combines technology, strategy, and customer service into one package. Traditional call centers that just did siloed support are no match for the omni call center that ties all those touch points together in one flowing experience. But it’s not only customer support – it’s an engagement strategy that determines how businesses create loyalty, satisfaction, and competition. Customer expectations in 2025 are higher than ever. They’re not only interested in fast response times – but they’re also interested in experiences that are personalized, seamless, and consistent on every platform. Whatever a company’s email, social media, live chat, or voice message channel is, they need to maintain a consistent experience. This need has resulted in omni interactions, a metamorphosis that combines technology, strategy, and customer service into one package. Traditional call centers that just did siloed support are no match for the omni call center that ties all those touch points together in one flowing experience. But it’s not only customer support – it’s an engagement strategy that determines how businesses create loyalty, satisfaction, and competition. What Are Omni Interactions? At its essence, Omni interactions involves breaking down the walls between various channels of customer service. Instead of having to treat a phone call, an email, and a social media message as distinct conversations, Omni-interactions make it possible for businesses to keep track of and answer customers across each medium, pain-free. For example, a customer might start by interacting with a chatbot on a website, move to an email conversation, and conclude their transaction by speaking with a live agent over the phone. With omni-interactions customer service, they transition seamlessly and contextually, so customers aren’t forced to repeat themselves. Why Omni Interactions Matter in 2025 According to a report by Sales force, 76% of customers expect connected and consistent experiences across departments and 66% will make a switch between brands if they feel communication is fragmented. Companies implementing Omni solutions are combating these pain points head-on. A few key “drivers” as to why Omni approaches are in the ascendancy in digital engagement, include: Customers are looking for something more customized than a canned response. The increasing use of artificial intelligence and automation has made for faster, smarter service. It is simply more expensive to acquire new customers now, so retention is more important. By providing a centralized Omni call center, response times can be reduced and resolution rates can be improved. Omni Call Centers vs. Traditional Models To understand the real impact, let’s compare omni models with traditional call centers: Feature Traditional Call Center Omni Call Center Channels Handled Phone, sometimes email Voice, email, chat, social, SMS, AI Data Sharing Minimal, siloed Unified across all touchpoints Customer Experience Repetitive, fragmented Seamless and consistent Agent Productivity Limited tools Advanced dashboards + automation Retention Rate Impact Low High It’s obvious that omni-interactions customer service offers businesses a significant advantage by bringing operations together and enhancing agent and customer experiences. Benefits of Omni Customer Service Practicing omni customer service comes with tangible rewards that have real effects on growth: Consistent Across Channels – When you communicate on one thread, no one gets left out or missed in the dark. Increased Customer Retention – Understanding customers leads them to come back. Cost-effective – Consolidated systems mean less double handling and less agent training. Data Driven Decisions – Better insights from various sources lead to better decisions. Omni Solutions in Action One of the biggest myths is that omni strategies are only about technology. In fact, successful omni solutions are a combination of tools, mindful planning, and human empathy. For instance, a retail brand might employ omni interactions to monitor customers who’ve abandoned online shopping carts. A system could be in place where, for example, an ad personalizes an email, then everything rolls onto an SMS reminder and then still an agent-assisted chat if the cart is still left abandoned. This is a proactive, holistic method for turning missed opportunities into profit. How Omni Interactions Improve Customer Experience To bring this out of the abstract, let’s break down omni strategies into concrete tactics of transformed engagement. Individualized Conversions: People feel like individuals when you recognize their past and present behavior. Quick Solving: Omni dashboards do not waste time repeating questions by agents. 24/7 Customer Care: A blend of live help and automation to serve not only the customers any time. Enhanced analytics: Businesses get deeper insights into customer behavior to provide predictive support. Challenges of Omni Interactions Even with its benefits, the move to omni engagement isn’t seamless. Businesses often face: High costs involved in migrating legacy systems to newer omni call center solutions. The constant need to train agents on the various communication mediums. Balancing automation with human empathy. Securing and staying compliant at various touchpoints. But firms that can figure out how to get over these hurdles seem to be finding that successful reentry is well worth the upfront cost. The Future of Omni Engagement Strategies Industry analysts estimate that by 2027 over 80 percent of companies will implement an omni-interactions customer service solution. The trend will only be accelerated by further increased use of AI, machine learning, and cloud-based omni solutions. Advancements in technologies, like prediction analytics and real-time voice recognition, are making omni strategies increasingly complex. Picture a system that not only knows what a customer asked for yesterday but that also knows what that customer will probably need tomorrow. That is omni interactions at work. Key Takeaways for Businesses For businesses that want to stay competitive in 2025, the omni-strategy should not be an option, but a mandate. Here are some actionable takeaways:

Cold Calling Isn’t Dead: Here’s How to Make It Work in 2025

Cold Calling Isn’t Dead: Here’s How to Make It Work in 2025 Is cold calling still effective? Many times, sales professionals find themselves stuck in a frustrating cycle where this seemingly outdated sales methodology seems ineffective. Even for some of the most charismatic individuals, cold calling appears daunting, an unpleasant reminder of their past failures and rejections. But is cold calling completely dead? The sales and marketing industry has been debating cold calling for years, but almost every business is still using cold calling strategies. So, it might still be something worth the effort. Even though we are now living in an era of widely accessible information, cold calling still holds a significant place. In this article, we’ll dig into the details of cold calling and how you can tailor it to meet the requirements of the current business climate. What Is Cold Calling? Cold calling is an outbound marketing tactic where the sales agents reach out to potential customers. It is essentially an unsolicited call that companies do for different purposes, such as generating leads, closing deals, or setting up appointments. A cold call usually starts with conducting market research. Sales teams create a contact list based on research and assign call quotas to specific leads. Reps use the scripts customized to various scenarios like voicemails, shared objectives, and interested prospects. Cold calling success depends on resilience and persistence against rejection. Time is an important factor when reaching prospects. For instance, calling in the late afternoon catches prospects at a highly receptive time. What Is the Difference Between a Hot Call and a Cold Call? Hot calling is when a sales rep or agent reaches out to a sales lead they have communicated with already. It is essentially a step forward in the sales operations. In contrast to cold calling, hot calling engages a sales lead who has shown some interest in what your business is selling. This improves the odds of your call being successful. An example would be a prospect engaging by filling out a form on your website or a prospect you run into at a conference asking you to schedule an appointment for them. In both these situations, you will make a hot call to reach a hot lead. Cold Calling Hot Calling Definition When you reach out to a prospect who has not interacted with or is familiar with your business. When you call a prospect who has shown some degree of interest in your product/service. Lead Awareness Low, as there is no prior interaction with the business. High, because the lead is already familiar/interested in the business. Nature of Communication The effort of communication is usually one-way before the prospect expresses any interest. Two-way communication as the prospect has done some prior browsing or research on your brand. Potential of Conversion Low due to unfamiliarity with the business. High due to an already established interest. Outbound or Inbound Outbound Inbound Stage Awareness stage of the sales funnel. Interest and decision-making stage. Preparation Required A detailed study and research of the target audience. Tracking website visitors and the impact of inbound marketing on the target audience. How to Make Cold Calling Effective? Whether you like cold calling or not, the truth is it is still an essential component of customer acquisition. Cold calling statistics might throw you off. According to a 2025 report by Cognism, the approximate B2B cold-calling success rate is 2.3%, a marked drop from 4.8% in 2024. The low numbers, however, don’t mean you can’t improve your cold calling techniques. Here are a few ways you can boost your odds of cold calling success without having to overwhelm or exhaust your sales team. Embrace Rejection When it comes to sales, rejection cannot be perceived as a dead end. Data from Sales Insights Lab suggests that about 50% of cold call prospects are an ill fit for your brand or what you are trying to sell. Getting a no isn’t really a bad thing; it helps with filtering out prospects for the sales funnel. Companies like HubSpot train their employees to consider a “no” as a signpost rather than a stop sign. Play The Long Game According to RAIN Group, 2025, it takes an average of 8 cold calls to reach a potential customer, and chances of making a sale are minimal on the initial touchpoint. That is why high-functioning companies such as Gong focus more on moving the prospects down the stage funnel instead of immediate conversions. Instead of forcing a sale, focus more on how you can get a follow-up call or set up a meeting. Prioritize And Know When to Walk Away Being a sales expert, you’d be able to effectively gauge whether a prospect is interested or not. Not all leads need your incessant efforts. Using CXMs like Antlere, successful sales agents can now filter out leads and invest their time smartly. A report by Cognism shows that cold callers waste about 33% of their week on low-potential leads. Learn when to cut conversations short. In sales, your energy is a currency, and you must learn how to spend it in a way that gets the best outcomes. Follow a Script, Not a Monologue Although cold calling scripts can be helpful, they are not fixed contracts. Research by Gong suggests that sales agents who are too bookish about their scripts see a 23% drop in the engagement rate compared to those who adapt in real time. Expert cold callers know how to balance spontaneity with structure. If a prospect is conversational, slow your pace and build a rapport. If they are data-driven and direct, there is no need for the small talk. Improve Your Odds of Cold Calling Success with A Power-Packed CXM Cold calling doesn’t have to be guesswork. With Antler’s intelligent CXM software, you get the necessary tools to transform every call into a potential success. From multichannel integration and smart call insight to lead tracking and centralized customer data, Antlere equips your sales team with everything they require to tailor outreach and close maximum deals. Ready to transform your outreach? Book a free demo and explore how Antlere enables optimal engagement and smart conversion. Contact Us

What Is RCS Messaging and How It Transforms Customer Communication

What Is RCS Messaging and How It Transforms Customer Communication Imagine a notification popping up on your phone. It’s some unknown number about a sales promotion on your favorite. The message is plain text, no images, and a dodgy-looking link. Would you be inclined to click it? Now imagine the same alert, but this time it’s aesthetically enticing. There is imagery, the store’s logo, product details, and appealing colors. It even comes with a button saying, “Buy Now,” eliminating the need for a follow-up query or link. Which of the two experiences would get you more interested to engage? The second example is driven by RCS messages, a new-age messaging protocol designed for smartphones with features like clickable buttons, rich media, and brand-tailored messages for brands. RCS messaging makes it more engaging and enjoyable for customers to connect with businesses. Let’s learn some more about RCS messaging and what it can do for your customer experience and performance. What does RCS message mean? Rich Communication Services, or RCS, is a messaging protocol that represents and drives modern-day smartphone messaging. It comes with advanced features, including high-resolution videos and images, suggested responses, rich cards, and branded sender data. Also, it has real-time indicators like “read” and “typing,” keeping customers well-informed and always updated. Customers use these engaging features across communication platforms like Facebook Messenger and WhatsApp. With RCS messaging, however, RCS messaging comes with in-built interactive features. Businesses, eCommerce in particular, benefit a great deal from RCS messaging. Its rich and engaging features can streamline transactions, boost engagement, and add a layer of personalization to messaging. RCS Messaging vs. SMS Messaging: How Are They Different In simple words, RCS messaging is an enhanced and modernized version of SMS messaging. In contrast to the RCS message, SMS does not need IP or require cellular connection or Wi-Fi. SMS messaging is carried out directly via the cellular network, such as voice calls. SMS messaging is set on the Global Systems for Mobile Communications protocol, defining the sending and receiving of messages across a network. RCS messaging requires a functional internet connection or mobile data. Some other essential contrasts are based around branding and media capabilities. RCS SMS Media Features Images, videos, GIFs, carousels, PDFs, tappable buttons, rich support cards, maps, and more. Plain text without any multimedia features/content. Network Dependency Needs a functional data connection (LTE, 5G) or Wi-Fi for messages to be transmitted. Only a cellular network is required. A Wi-Fi is not necessary. Texting Features The character limit for texts is 3072 characters. The character limit for texts is 160 characters in a single text message. Branding RCS messaging includes logos, graphics, and verified sender data. Alpha Sender IDs are available in some countries but not supported universally. Reach More than 1.5 billion active Android users and expanding reach across Apple devices. 100% of phone users. User Experience Enhanced in-built features including quick-reply buttons and interactive buttons. Basic text chat features. Encryption and Security RCS messaging is encrypted in transit. No encryption. Why Does RCS Matter for Your Customer Service? RCS is a mutually beneficial protocol for both customers and businesses. It creates a dynamic, consistent, and safe user experience. Support teams and sales agents, on the other hand, can use the interactive features to communicate with ease. Using these enhanced features, companies can deal with customer queries more effectively. Rich Media Support RCS messages allow you to share videos, images, QR codes, and carousels, enabling customer service agents to provide proactive service. This is particularly useful for: Sharing of links/documents, maps, or menus Sending product demos, images, and videos Branded Conversations RCS allows brands to use their name, visual identity, and logo, fostering credibility and trust. Maintaining a consistent and impactful brand image is incredibly important in today’s competitive business climate. Customers are more inclined to engage when they know who’s reaching them. Real-Time Communication In contrast to the traditional SMS, RCS messaging enables a live chat experience. Customers can respond in real time, see typing or seen indicators, and know when their message is delivered and read. This makes interactions more human and quicker. Higher Conversions & Engagement RCS messaging is user-friendly and more visually engaging. With colors, graphics, and imagery, customers are more likely to connect with the brand. Studies indicate an enhanced response rate compared to an email or a traditional SMS. Interactive Features With suggested actions, carousels, and quick replies, RCS messaging drives customer journeys directly through the chat. It incorporates options like “track my order,” “talk to an agent,” or “reschedule appointment.” This simplifies self-service and lowers the customers’ effort. Using RCS Messaging to Improve CX RCS has revolutionized messaging software for brands. It comes with enhanced features to enrich and simplify engagement, making your customer experience more visually appealing and effortless. Use High-Quality Product Images With RCS, you can create an immersive experience for the customers. Carousels, high-resolution graphics, and media cards. Carousels make it easy to display various products or services at once and encourage users to swipe through the slides. Brands like Nike and Sephora know how to use rich and appealing media for their customer interactions. Nike uses immersive product videos and imagery, while Sephora showcases bright carousels for personalized recommendations and product lines. In fact, visually captivating content tends to generate higher social media engagement, turning simple support into a brand-building opportunity. Offer Suggested Actions and Replies Suggested actions and replies in RCS messaging allow customers to proceed with a company easily and efficiently. For instance, businesses could offer a “schedule now” or “contact us” button. These action prompts make it easier for the users to take action via the message conversation. Also, auto responses enable recipients to follow through on their appointments and tasks. Tickets, Requests, and Send Payments RCS messaging makes transaction handling effortless with the message thread. Customers don’t have to download apps or visit external websites to make a purchase, get tickets, make and confirm bookings, and receive receipts. All takes place in one smooth and interactive conversation. Financial service and

Company Core Values: 8 Strong and Inspiring Examples

Company Core Values: 8 Strong and Inspiring Examples In the current work climate, your work isn’t just confined to holding a job; it’s a reflection of an individual’s core values. It is necessary that company core values are well-aligned with employees’ values to sustain an engaged workforce. Company core values fundamentally shape your employees’ perception of their job. They influence decisions, drive behaviors, and lay down a tone for your culture. According to Gallup, only two in ten employees feel connected to their workplace culture. These company core values become a foundation only when they are lived every day and modeled by leadership and management. That’s when employees get acknowledged for the behaviors and actions that bring your company core values to life. So, what exactly are company core values? What are Core values of a Company? Company core values are essentially cultural fundamentals that define the principles and beliefs across your company and its employees. Some of the most successful companies have core values that reflect their founders’ values and vision. Company core values are not just corporate-oriented statements on your website. They must have an underlying meaning and purpose, as they: Influence employees’ mindset at work Define how employees interact with customer and amongst each other Hold company leadership and management accountable Enhance company growth with vision and purpose Are characteristic to every company Now, more than ever, employees understand the significance of work-life balance, knowing what their company motto is, and the effect of its practices on communities, individuals, and the environment. Employees want to be associated with workplaces that have purpose and integrity and are living by their company core values. Also, they must value development and growth opportunities that satisfy, motivate, and challenge them at the same time. Important Company Core Values with Value Examples Integrity It’s essential that during chaos and tricky situations, you remain transparent, ethical, and honest. Integrity is about standing by your values and principles despite all circumstances. It develops a great deal of trust between teams and fosters credibility with customers. Patagonia is a prime example of exercising integrity as one of their company core values. Patagonia builds integrity directly into their supply chain transparency and production practices. Their business practices are a direct reflection of their values in manufacturing and supporting activism. Customer Obsession Placing customers at the center of your company means knowing what they need, what problems may arise, and meeting or exceeding their expectations. That value requires more than service; it requires empathy, it requires anticipation. Amazon has 16 leadership principles, with Customer Obsession being the first one. It is this intrinsic value that propels their relentless innovation, product development, and support mechanisms around the world and makes Amazon the gold standard for corporate core values designed around customer satisfaction. Innovation Being innovative means that we stay inquisitive and adventurous and try to push the limits to find improved alternatives. It allows teams to adapt and evolve continually, which should be a key element of any contemporary business ethos. Innovation is a day-to-day practice at Google. Google allows its employees to dedicate 20% of their time to whatever they want and has launched products such as Gmail as a result. It demonstrates the extent to which organizational values, such as innovation, can compel industry-defining change. Teamwork and Collaboration This core value is focused on collaboration towards a common goal, respect for diversity of thought and contribution, and, through that, mutual respect and encouragement. Working together creates synergy, and quicker solutions is a cross-department need. Microsoft touts its cross-functional collaboration among its global teams. Their products, such as Teams and Office 365 are just the outcome of their inner company culture about collective success. Accountability To be accountable means owning up to the results, owning up to the mistakes, and the lessons learned. This fundamental value encourages accountability, encourages results, and fortifies company culture. Netflix promotes freedom with accountability. Accountability is one of the major expectations laid out in their culture deck. Employees are given freedom and are expected to deliver—this is a great case of values leading to scalable excellence. Diversity and Inclusion D&I stands for diversity and inclusion and means respecting, celebrating, and giving power to diverse backgrounds, perspectives, and experiences. It enhances teams, drives innovation, and creates a workplace that is more reflective of society. Salesforce lists “Equality for All” as one of its four corporate values. Mosaic works to promote inclusivity through public reporting and internal initiatives, a contemporary example of what core values can do for business and society. Excellence In product development, customer service, or internal processes, excellence means always striving for the best. Brand trust as a core value enables continuous improvement for businesses. At the heart of this excellence is Apple’s unshakeable dedication to design, usability, and innovation. A clearly defined core value translates into every product and all customer interactions, which shows just how powerful a company value of this kind can be. Sustainability By its own definition, sustainability implies that your business decisions are made with today in mind but not harming the future. The need for environmentalism and the long-term thinking that comes with it are increasingly appreciated by employees and customers. Unilever is another brand that embeds sustainability in their strategy, starting from product innovations and progressing to net-zero targets. This is a great demonstration of core values enabling profit for purpose. What Company Core Values You Should Consider So, here you have some core values that can inspire you about identifying some for your own organization: Empathy Respect Adaptability Learning Responsibility Transparency Trust Passion They are conversations that touch values that establish the basis of solid, growth-oriented businesses of tomorrow. The Power of Values in Action Setting the company core values is only half the battle. To be effective, they need to be rooted in your culture—from recruitment to leadership and from marketing to service. Zappos demonstrates that doing everything in alignment with your company values makes you a brand differentiator. These are not just

Understanding Customer Intent: A Complete Guide

Understanding Customer Intent: A Complete Guide Have you ever considered buying a product from a particular brand but ended up getting it from another company? Why does that happen? The company you chose to buy from fit all your needs and preferences, hence influencing your purchase intent. It could be any appealing factor like enhanced support, better pricing, or added features. That’s why it becomes incredibly important to understand customer intent so that you can better cater to their needs and grow your business. What Is Customer Intent Customer intent is often referred to as the buyer’s intent or the reason that drives a customer’s journey to purchase. In the customer service space, however, it means a lot more than that. Identifying customer intent provides insight into what message your customer is trying to convey beyond what they say. It could be a feature query, appreciation for great service, or a cry for help. Customer intent is essentially what persuades a customer to side with a brand. It’s about an in-depth understanding of your customer’s needs beyond the surface knowledge. Today’s customer expects personalized experiences so that they feel valued and heard. However, using this approach is tricky for many companies. That’s where CXM software and AI automation enter the picture. It helps you identify customer intents, generate support tickets, and empower agents with in-depth data on customer needs to provide smooth support. Why Is Customer Intent Important? Discovering the unspoken customer intent behind all interactions will enable you to better serve your customers, enhance their experience, and boost retention. Use Customer Sentiment to Inform Future Development By understanding your customers’ feedback and request intent, you can invest in feature development that fits your customer preferences and expectations. Personalized Customer Experience and Better Engagement Customers are more likely to buy from a brand that offers a tailored experience. Today’s consumer wants to feel connected to and seen by the businesses they are dealing with. Customer intent analysis frees up support agents to handle more complicated tasks and craft tailored responses that take care of customer queries and concerns directly. Data-Driven Decision Making For companies to outcompete in the business world, simply responding to customer queries is not sufficient. Customer intent analysis provides a pool of data on customer pain points, preferences, and latest trends. These ‍insights enable businesses to make informed decisions about their products and services. Types of Customer Intent Informational Intent: The customer visits a website seeking detailed information to answer their question. Navigational Intent: The customer is trying to find a specific webpage or some sort of information resource. Transactional Intent: Completing a task the customer wants includes performing business transactions like purchasing and enrolling in a service. Commercial Investigation: Watching and comparing competitive products or services before making a purchasing decision. Customer Intent in Helpdesk Systems Customer intent can be leveraged in systems like Antlere Helpdesk in the following ways: Customized Solutions: Support representatives can deliver personalized options based on customer queries and behaviors. Optimized Distribution: Sentiment knowledge aids intent understanding, thus enabling informative routing of queries to representatives or departments. Resource Allocation: Determining intents classifies overload on assistant personnel created through alternate, non-interactive, and self-service materials. Evaluating Feedback: Feedback from customers can, when analyzed through intent, reveal a plethora of reasons why products or services offered need revision. Collecting and Analyzing Customer Intent Data Customer intent in business can actively be utilized when the organization does the following: Employ Interaction Monitoring: Analytics enable automated monitoring of interactions done by customers. This expands patterns ascertainable from data. Integrate Artificial Intelligence: Changes suggest employing automated systems whose client behavior falls in with prior data, thus predicting customer intent. Machine learning enabled. Real-World Applications and Benefits Increased Sales: Understanding marketing intent enables a business to tailor marketing and sales plans to specific audiences. Reduced Support Costs: Guided assistance and self-service options reduce the number of support tickets needing attention. Product Improvements: Intent insights aid in the development and improvement of products. Conclusion Using customer intent analytics to optimize helpdesk systems like Antlere is no longer an option; it is a necessity. By analyzing the various reasons for customer interactions, businesses can manage to offer better support and enhance loyalty while growing their revenues. With shifting demands from customers, being in sync with customers’ intents will become the most important component of providing outstanding service.