TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Now, it’s time to drill down into the details.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. 1) Speed is everything. This establishes trust.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

Optimove

JUNE 1, 2023

The (modern) Customer Journey In today’s dynamic e-commerce landscape, understanding the customer journey has become more critical than ever. Instead, customers embark on a complex journey influenced by multiple touchpoints and channels. But what is the journey of a customer in e-commerce?

Customer Journeys 98

Customer Journeys e-support Marketing Touchpoint 98

NICE inContact

JULY 2, 2019

Digital customer service and business both move at the speed of now. This is why digital customer service is such a good fit for business and why integration needs to be seamless. Digital customer service integration is one of the pain points we hear about most from customers.

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

ShepHyken

JANUARY 5, 2018

Let’s face it, customer service is the lifeline of any company. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service. Text Messaging.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

NICE inContact

AUGUST 7, 2019

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. But not everyone is.

Software 156

Software Customer Service Chatbots Social Media 156

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 5) Be channel-focused.

Connections 149

Connections Tips Social Media Multi-Channel 149

NICE inContact

OCTOBER 28, 2019

And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. From phone service to digital.

Customer Service 120

Customer Service Social Media Omni-Channel Interaction 120

BirdEye

JANUARY 5, 2023

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. Investing in this position can help you attract new customers and protect your brand’s online reputation.

Company 98

Company Management Multi-Channel Social Media 98

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 134

Technology Customer Experience Social Media Multi-Channel 134

NICE inContact

AUGUST 7, 2019

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. But not everyone is.

Software 136

Software Customer Service Chatbots Social Media 136

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

Inbenta

NOVEMBER 29, 2022

There are a number of chatbot features that you should consider that will keep your customers happy while also giving you a modern approach to customer service. This blog will explain to you everything you need to know before you choose the right chatbot for your website. Multi-lingual capabilities.

Chatbots 90

Chatbots Customer Experience Multi-Channel Omni-Channel 90

NICE inContact

SEPTEMBER 13, 2016

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use. If so, time to upgrade. #2

Self Service 203

Self Service Customer Service Contact Center Omni-Channel 203

BirdEye

SEPTEMBER 29, 2023

It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. This blog post uncovers everything you need to know about buyer personas and how to create the right one to help your business grow. But this knowledge does not come easy.

How To 109

How To Insurance Social Media Multi-Channel 109

SurveySparrow

FEBRUARY 18, 2024

Customization is limitless with instant survey design options and an icon playground. Seamless Feedback Collection Capture feedback effortlessly through various channels including email thermometers, embedded surveys, and signature thermometers for popular email platforms. We’ll keep it simple and short. The best part?

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

SurveySensum

SEPTEMBER 14, 2023

And that’s what we’re going to explore in this blog. 5) HelpStack Multi-Channel Support In-App Knowledge Base Customizable Widgets Contact their team Contact their team 3.9 (5) Effortless Integration Multi-Service Compatibility Real-Time Engagement Free trial available Starts at $29/month 4.3 (5) 5) Doorbell.io

Tools 52

Tools Feedback Multi-Channel Social Media 52

Kustomer

JULY 18, 2022

With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences. The demand for automation and self-service options in customer service is significant. Social Listening.

Chatbots 98

Chatbots CRM Connections Multi-Channel 98

Lithium

MAY 3, 2022

Don't forget to subscribe to this Khoros Customer Blog to stay up to date on the latest from Khoros. Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from? Some blog areas are limited to Khoros customers only. Don’t worry.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service. imply that the item saves them time.

Survey 52

Survey Customer Service How To Feedback 52

NICE inContact

MAY 24, 2016

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers.

Feedback 131

Feedback Survey Multi-Channel Social Media 131

SurveySparrow

JUNE 19, 2023

Where brick-and-mortar stores have morphed into digital storefronts, customer service lines have transitioned to live chats, and print ads, have made way for personalized email campaigns. Digital customer experience is the sum of all customers’ online interactions with your brand. Welcome to the future!

Strategy 52

Strategy Customer Experience How To Customer Journeys 52

SurveySparrow

JULY 27, 2023

Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. With the pace at which the digital landscape is moving, the basics of customer service are not enough anymore. We’re talking about websites, mobile apps, social media, online chat, and more!

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. In other words, brands behave like humans in these channels.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

NICE inContact

OCTOBER 18, 2016

If you’re in Customer Service, you’ve heard of “omnichannel”. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. Do certain channels illicit more honesty? Which channels do customers trust the most?

Social Media 212

Social Media Self Service Omni-Channel Consumers 212

Comm100

OCTOBER 8, 2016

Use the following Relationship Marketing strategies to bring your customers one step closer to the lifelong loyalty you’re seeking. Enhance your blog. A good blog communicates to customers that you care about solving the problems in their industry. Increase your social media presence. Loyalty Programs.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ClientSuccess

JULY 23, 2019

Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. The following lists the top five innovations in customer service those winning brands are adopting.

Self Service 40

Self Service Trends Customer Service Social Media 40

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Interested in learning more? Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

JULY 7, 2017

When we engage a company we want to communicate on the channel that is most convenient for us. So what channels do people, specifically millennials, prefer to communicate on? The results of a recent inContact study found that a person age is a strong indicator of preferred communication channels. Social media.

Meeting 137

Meeting Customer Service Contact Center B2C 137

BirdEye

JANUARY 11, 2023

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions. Social media questions: The how?

Social Media 98

Social Media Multi-Channel Advertising Measurement 98

BirdEye

JULY 10, 2023

It can help you discover what rivals are saying and offering customers, along with gaining insights into their operations. In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. Diving deep into competitor and market intelligence can reshape your approach.

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

transcosmos Information Systems

OCTOBER 2, 2018

In today’s customer-centric age of marketing, putting your loyal users at the core of your business is critical. Customer service has seen leaps and bounds of upgrades in the past year, and it will continue to be an asset for most companies in retaining and gaining clients. Eliminate the need for customer support calls.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48