Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Business-to-business (B2B) customer service refers to support delivered to clients who are businesses rather than consumers. B2B vs. B2C Customer Service. What is B2B Customer Service? App integrations. Technical bugs.

B2B 91

B2B Customer Success Customer Service B2C 91

GlowTouch

APRIL 25, 2022

We talk a lot about the value of the customer experience, usually from the service provider’s point of view and how delivering quality support benefits businesses. The emergence of digital tools provides the means for living up to customers’ expectations. Among the new tools is chat. It’s with good reason. Is that good or bad?

Study 52

Study Analysis Consumers Customers 52

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? Download now Live chats are confidently becoming an essential tool for any digital business. Live chat tools powered by co-browsing can serve as a great way out. What is a live chat?

e-support 52

e-support CRM ROI First Call Resolution 52

2020 Research

OCTOBER 25, 2022

In this blog, discover the pros and cons of both digital and in-person qualitative research. How Do Businesses Use Digital vs In-Person Qualitative Research? . It could conduct online discussions and video chats on a platform such as QualBoard to perform digital qualitative research on the user experience (UX).

How To 52

How To Video Groups Travel 52

ProProfs Chat

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. And your support operators? . What is omnichannel customer support?

Omni-Channel 105

Omni-Channel Social Media Customers Knowledge Base 105

Comm100

FEBRUARY 5, 2018

This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for. Live Chat Software. Modern CRM software aims to integrate and automate 3 key functions: sales, marketing, and customer support. CRM Software. PR Software.

Social Media 121

Social Media CRM Self Service Software 121

Comm100

FEBRUARY 20, 2018

From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

SurveySensum

MARCH 27, 2024

So, for that, this blog will talk about the 12 different ways in which you can collect customer feedback and understand your customer and their journey. Sign Up For Free Free Forever • No Feature Limitation • No Credit Card Required • Get a Live Demo 6. Now, it is imperative to collect feedback the right way and find the best timing.

Feedback 52

Feedback Social Media Touchpoint Survey 52

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Your task is to know their preferences, and to be ready to provide the same quality of support regardless of when and where a customer reaches out.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

BirdEye

JANUARY 15, 2024

This blog post is your complete guide to understanding speech-to-text software, complete with a curated list of the best options for your business’s success. Speech-to-text software is a tool that listens to voice input via live speech or audio recordings and converts it into editable text. to “Is there an AI for it?”

Software 111

Software Tools Meeting Analysis 111

SurveySensum

OCTOBER 31, 2023

This brings us to the debate of customer experience vs customer service. In this blog, we will explore the same. So, let us begin this journey of customer experience vs customer service to uncover what keeps customers not just satisfied but genuinely delighted with your brand. What is Customer Experience?

Connections 52

Connections Customer Experience Net Promoter Score Customer Service 52

SurveySparrow

JULY 27, 2023

Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. In this blog, we will deal with the secrets of the online customer experience, why it is important, and the benefits of digital transformation. 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

NobelBiz

MARCH 12, 2024

Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels. It ensures consistency in content, purpose, and branding across online, in-store, phone, and other engagement channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

2020 Research

JULY 25, 2022

This includes research and project managers, participant and client technical support representatives, project and software designers, and engineers. Synchronous vs Asynchronous Qualitative Research: Is Real-Time Necessary? . Synchronous is a more sophisticated term for “live” research. . Phone calls . Focus groups .

Groups 52

Groups Travel Video Survey 52

2020 Research

JULY 25, 2022

This includes research and project managers, participant and client technical support representatives, project and software designers, and engineers. Synchronous vs Asynchronous Qualitative Research: Is Real-Time Necessary? . Synchronous is a more sophisticated term for “live” research. . Phone calls . Focus groups .

Groups 52

Groups Travel Video Survey 52

Ecrion

APRIL 15, 2020

Channels of Communication: Synchronous vs Asynchronous. They include phone calls, live chats, and even face-to-face interactions. In the simplest of terms, live chat is an application that’s hosted on your website. It allows your customers to connect with live representatives on demand.

Communication 74

Communication Social Media Knowledge Base Chatbots 74

Bold360

SEPTEMBER 23, 2020

The coronavirus pandemic has upended your members’ lives, whether due to financial hardship, health concerns, or lifestyle changes. Or members are using chat to check if a branch is open and what safety precautions you’re taking. Hensley estimates that call center volume has doubled, and live chat volume increased 44%.

Self Service 52

Self Service Knowledge Base Call Center Financial 52

BirdEye

NOVEMBER 30, 2023

Table of contents Traditional vs. digital marketing for law firms How to do marketing for a law firm: A step-by-step guide Should I work with a digital marketing agency for law firms? This includes: Google Business Profile : Optimize your free listing with your name, address, phone number (NAP), photos, FAQs, and more.

Marketing 111

Marketing Social Media How To Advertising 111

Bold360

OCTOBER 3, 2019

Live chat is, well, boring. The number of firms who’ve actually taken the time to mine their chat data could fit into an old-fashioned phone booth. But don’t be fooled – this doesn’t mean that chat is simple. No, no the complexities of chat are deep and vast. Agents can take up to three simultaneous chats.

Self Service 40

Self Service Fashion NPS Report 40

BirdEye

NOVEMBER 10, 2023

This blog delves deeper into a candid conversation between Rebecca Colwell, VP of Product & Customer Marketing at Birdeye, and special guest Steven Greer, COO of Genesis Counseling Center. The blog post explores how Genesis Counseling Center harnessed the capabilities of Birdeye. So, let’s kick it off! Rebecca: Excellent!

Communication 59

Communication Chatbots Conference Customers 59

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. On the other hand, good customer support does the opposite—exponentially. What is Customer Support?

Self Service 52

Self Service Social Media e-support Knowledge Base 52

ProProfs Chat

DECEMBER 22, 2019

And proactive customer support is the prime reason which can ace up the customer retention rate, which eventually boosts brand loyalty in return. The secret lies in digging into the specifics of customer support and market trends to churn out solutions that fit into customer expectations. What is Proactive Customer Service?

Customer Service 101

Customer Service How To Social Media Customer Retention 101

ProProfs Chat

DECEMBER 12, 2019

The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Customer Retention vs Customer Acquisition Statistics. 90% of customers felt that they will have a poor customer experience if they seek support on their mobile phones. what customers want, .

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

NobelBiz

FEBRUARY 13, 2024

All the way from onboarding to support to troubleshooting has been great throughout this journey!” NobelBiz stands ready to guide and support your center in mastering CRM integration, transforming data into meaningful customer connections.

Call Center 59

Call Center Self Service Software Contact Center 59

LiveChat

NOVEMBER 10, 2017

Outbound vs inbound lead generation. As every strategy, inbound and outbound lead generation have their supporters and opponents. Since it’s natural that I’m in love with the tool we’re building, I’m also realistic about live chat lead generation abilities. Content marketing is not only about blogging.

Social Media 49

Social Media eBook Strategy Marketing 49

LiveChat

APRIL 25, 2017

Outbound vs inbound lead generation. As every strategy, inbound and outbound lead generation have their supporters and opponents. Since it’s natural that I’m in love with the tool we’re building, I’m also realistic about live chat lead generation abilities. Content marketing is not only about blogging.

Social Media 50

Social Media eBook Marketing Strategy 50

Avaya

APRIL 24, 2017

The question is: How do you bring your email, tweet, post, or blog to my attention amid all the clutter? The bottom line is that a business can support virtually every interaction channel. Supporting an array of channels is simply not enough. Interested in learning more or chatting about transforming your analytics environment?

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

transcosmos Information Systems

OCTOBER 2, 2018

Eliminate the need for customer support calls. Phone calls are taxing because of the notoriously long wait times—it just takes a lot of effort. Better yet, set up chat support on your website. Studies show that millennials prefer live chat over any other medium of customer support.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

SurveySparrow

MAY 5, 2021

We will decode that in this blog as we’ll talk about chatbot & conversational AI and how businesses can benefit from them going forward. A chatbot is a program powered by AI (artificial intelligence) or rules that deliver a human-like chatting experience. Conversational AI Vs. Traditional Chatbots. What Is A Chatbot?

Chatbots 52

Chatbots Banking Social Media Engagement 52

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. This activity will show you where you are, and what your group knows vs what they need to work on. Where to Start. Message Training.

Social Media 112

Social Media Course Training Marketing 112

LiveChat

JANUARY 20, 2017

Even though people knew the telephone, no one thought about it in terms of customer support. It took almost 100 years for the phone to become one of the main customer service channels. Next was live chat. We can instant chat. Without even using the phone function.”. That’s about 10 years.

Self Service 28

Self Service Trends Customer Service Customer Experience 28

Amity

DECEMBER 9, 2016

When curious business owners are first evaluating your offering, they’ll often write or call into the support team first to ask questions. Keep a sharp eye on your most visited support pages —if you have common misunderstandings about your product from your current customers, the confusion is likely twofold for somebody new.

Customer Success 48

Customer Success Marketing Company e-support 48

Optimove

MARCH 20, 2020

Again, customers want to know what you are doing – but also how their lives won’t be impacted as much. Typically, we optimize as needed or when testing supports it. If you’re in retail – why should customers purchase from you online vs. your competitors? Focus on optimization.

Marketing 40

Marketing Effort Score Groups Customer Centricity 40

Retently

DECEMBER 4, 2019

NPS vs CSAT bucket analogy. Be available to provide customer support on the channel they prefer using. This is one of the most efficient ways to optimize your support team’s workflow. Worries that your software isn’t exactly what they’re looking for, which are often solved in a short hangout or phone call.

Net Promoter Score 116

Net Promoter Score How To NPS Effort Score 116

Grade.us

JANUARY 14, 2020

Pages with 10,000 fans or less have a higher average organic page post reach (8.29%) vs. page likes (4.73%). Pages with more than 100,000 fans have a lower average organic page post reach (2.98%) vs. page likes (2.67%). Offer 24/7 customer support. blog you’ll recognize this template. That depends. Not at all.

How To 51

How To Social Media Advertising Analytics 51

Grade.us

MARCH 11, 2019

creating a separate and distinct page for every product, service and location vs. single page, infinite scrolling websites)? You're looking for: 1 – 2 local search partners if you have a small to medium number of clients/projects that need support. Video chat via Skype , Google Hangouts , Zoom , etc. Think about it.

How To 37

How To Marketing Video Case Study 37

SmartKarrot

JUNE 29, 2020

In this blog, we’ll discuss the benefits and key features of B2B mobile apps. B2B Mobile Apps vs. B2C Mobile Apps. 24×7 Customer Support. A mobile app can change the way you provide customer support. Instead, they’d prefer to use their phone to communicate with your customer service executives in real-time.

B2B 10

B2B Analytics Engagement B2C 10