Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Tricia Morris

AUGUST 21, 2015

Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. CRM technology automates processes and workflows and helps organize and interpret data to support a company in engaging its customers more effectively. Ray” Wang. Engagement is transitory. Brian Vellmure.

CRM 40

CRM Customer Focused Self Service Conference 40

Tricia Morris

FEBRUARY 19, 2016

2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? In 2015 top companies in both the US and UK could only answer 65% of questions asked on their websites – meaning that nearly a third of basic queries are currently going unanswered. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Contact Center CRM 48

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. ” The skills contained include sales, marketing, customer service, analytics, change management and collaboration – all within the same team, rather than simply scattered across the organisation. And why do you need one?

Social Media 48

Social Media Contact Center CRM Hotels 48

Kustomer

APRIL 15, 2020

NEW YORK, April 15, 2020 / PRNewswire / — Kustomer, the SaaS platform reimagining enterprise customer service, announced the broad rollout of Kustomer IQ , its artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ is being offered in three tiers: Kustomer IQ Lite, Kustomer IQ and Kustomer IQ+.

Self Service 59

Self Service Customer Service Chatbots Omni-Channel 59

Kustomer

SEPTEMBER 18, 2019

In addition, WhatsApp Business is incorporated into the reporting and analytics of the platform to give brands complete insight into the performance of their customer service teams. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $113.5M

Omni-Channel 45

Omni-Channel Contact Center Touchpoint Meeting 45

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Natalie Petouhof

DECEMBER 6, 2016

Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Sneak preview allows chat agents to see what a customer is typing before they hit submit.

Contact Center 40

Contact Center Policies ROI Analytics 40

Kustomer

SEPTEMBER 18, 2019

In addition, WhatsApp Business is incorporated into the reporting and analytics of the platform to give brands complete insight into the performance of their customer service teams. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $113.5M

Omni-Channel 40

Omni-Channel Contact Center Touchpoint Meeting 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

JANUARY 11, 2016

Contact centers can no longer be viewed simply as cost centers. The reality is many contact centers will only need to enhance existing architecture. APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels. Build on existing architecture.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

SurveySparrow

SEPTEMBER 28, 2021

In a 2015 report by Forrester , when customers were asked how companies can improve their customer service, 73% of them answered – by valuing their time. We agree with them, as every customer wishes to quickly resolve their queries whenever they contact a company’s support team. Fast Customer Service. 6 ConvyAI . 9 Amazon Lex.

Chatbots 52

Chatbots Social Media e-support Analytics 52

Natalie Petouhof

MAY 9, 2016

As we listened to Mark V. Hurd’s (Co-CEO or Oracle) keynote, he talked about the issues in IT spending. He estimated, worldwide IT spending is down over the last five years and down 5.1% He also talked about revenue growth being stalled because companies are focusing on cost cutting to make their numbers for Wall Street.

Conference 40

Conference Report Social Media Case Study 40

SurveySensum

JULY 14, 2020

She is a Thought Leader, Keynote Speaker, and Published Author and is currently heading the Customer Intelligence Solutions at SAS where she is guiding organizations on the application of advanced analytics and artificial intelligence to harness customer insights and deliver relevant one-to-one experiences. She is the Sr. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132