InMoment XI

NOVEMBER 30, 2023

Your company’s reputation is arguably more important than your product or service. How to Create a Brand Reputation Strategy Creating a brand reputation strategy may seem daunting at first. These tools are essential for understanding how your customers are talking about your brand. What is Brand Reputation Management?

Brands 378

Brands Management Multi-Channel Social Media 378

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

InMoment XI

SEPTEMBER 14, 2023

We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes. Both are important, but reputation is built over time and is less controllable, making it even more crucial to manage effectively.

Brands 260

Brands Management Social Media Effort Score 260

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

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. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization.

Tips 189

Tips How To Communication Loyalty 189

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. One effective solution lies in conversational commerce. What’s the warranty?

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 132

Social Media Chatbots ROI Brands 132

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise.

Leadership 98

Leadership Culture Communication Exercises 98

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . Use data to better understand your customers.

Communication 120

Communication Self Service Social Media Knowledge Base 120

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide. billion active users worldwide.

Customer Success 107

Customer Success Touchpoint Meeting Interaction 107

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Chatbots 192

Chatbots Examples Self Service Customer Satisfaction 192

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Comm100

OCTOBER 13, 2022

The state of higher education is changing, and the way that admissions teams work to increase university enrollment must change as well. To increase university enrollment, higher education institutions now need digital strategies to reach students where they are and how they want to connect.

Strategy 197

Strategy Chatbots Social Media Omni-Channel 197

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. And how do offshore solutions, interpreters, and texting play a role? And how do offshore solutions, interpreters, and texting play a role? But what’s the best approach?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. and “how does a chatbot use machine learning?”. What is a chatbot?

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

BirdEye

DECEMBER 22, 2023

Your customers are calling — don’t leave them hanging. According to our research, 35% of businesses still believe that phone calls are the most effective communication channel. In this blog, we’ll cover what to look for in a small business phone system, which phone systems are the best for small businesses, and more.

System 111

System Self Service Analytics Communication 111

BirdEye

DECEMBER 26, 2023

Imagine a bustling office brimming with potential, yet held back by missed calls, network glitches, and the consequent loss of potential customers. It’s a situation many businesses encounter and one that needs the best VoIP service to overcome. This is a massive loss for businesses and signifies a negative customer experience.

Call Recording 111

Call Recording Video System Communication 111

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is. Increase sales.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

NobelBiz

MARCH 24, 2022

When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. Call queues simplify callers to obtain telephony services, while ACD queues relieve call center and service workers.

Contact Center 52

Contact Center Call Center Poor Customer Service System 52

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. Reducing repetitive work.

Chatbots 202

Chatbots Self Service Examples Industry 202

BirdEye

DECEMBER 8, 2023

It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. How to build a strong corporate reputation management strategy? Table of contents What is corporate reputation?

Strategy 116

Strategy Management Social Media Brands 116

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. After all, how will clients know about your business and its offerings? Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service.

Communication 97

Communication Social Media Self Service Touchpoint 97

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. Consumers want to connect with your business.

Connections 117

Connections Customer Centricity Consumers Culture 117

Comm100

FEBRUARY 12, 2023

With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Chatbots 173

Chatbots Self Service Resources Social Media 173

BirdEye

NOVEMBER 7, 2023

Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world. Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world.

How To 116

How To Social Media Communication ROI 116

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Today’s customers expect fast support at any time of day.

Chatbots 206

Chatbots Customer Service ROI Case Study 206

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. Any job that involves interacting with people requires clear communication. It’s crucial that your support team learns and practices new ways of exchanging information and ideas.

Communication 86

Communication Training Groups Tips 86

Totango

FEBRUARY 5, 2024

What’s on customer success’s in-and-out list for 2024? In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. No more “Here’s your customer success manager, see you never!” emails from the sales rep.

Multi-Channel 98

Multi-Channel Sales Customer Success Effort Score 98

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. This blog isn’t about turning every customer into a lifelong friend.

Examples 110

Examples Tips How To Social Media 110

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. How a customer treats you is outside of your control.

Hospitality 127

Hospitality Exercises Tips Customer Service 127