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. But it also allows agents to handle several customer queries at once.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” How are the metrics of operations, be it call-center, first-contact resolution, field services, or retail, etc.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences.

Management 346

Management Marketing Social Media Guidelines 346

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. How exactly do you do this? In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

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. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

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. If you feel like you need to catch up on what chatbots are and how they work, you’ve come to the right place.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy. There’s a huge difference, right?

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 230

Government Omni-Channel Wait Times Software 230

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. Top 20 Business Challenges for Customer Success According to TSIA.

Resources 78

Resources Customer Success Tips Analytics 78

Lumoa

JANUARY 27, 2023

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. On the one hand, there are rising public expectations and pressure to improve.

Government 191

Government Customer Service Chatbots Effort Score 191

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Product Experience .

Resources 52

Resources Handbook eBook Government 52

Comm100

MARCH 23, 2022

Today’s financial customers demand speed and convenience through digital services, and credit unions are taking notice. Elissa McCarter LaBorde, President and CEO of the World Council of Credit Unions, attributes the recent growth of membership in credit unions to a focus on improved digital services during the Covid-19 pandemic.

Chatbots 224

Chatbots Social Media Banking Omni-Channel 224

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

Resources 52

Resources Customer Success eBook Healthcare 52

Comm100

DECEMBER 1, 2022

Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? Customer service agents are the voice of every brand. As a result, agents hold great power over the outcome of a student’s experience.

Omni-Channel 159

Omni-Channel Chatbots Meeting Software 159

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. What is the ROI of Generative AI in CX?

ROI 109

ROI Financial Net Promoter Score Effort Score 109

Circular Edge

DECEMBER 8, 2021

but also enhancements in the areas of digital transformation , system automation , platform and ERP that enable customers to further automate, optimize and transform their businesses. A few examples of how customers are overcoming challenges to remain resilient with 9.2 Continuous Innovation with JD Edwards.

Resources 52

Resources Self Service Consulting Innovation 52

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. What’s more, 90% of Americans use customer service to decide whether or not to do business with a company.

Tools 181

Tools Customer Service Tips Omni-Channel 181

SurveySparrow

APRIL 23, 2024

Ever watched a movie or a TV show and marveled at how seamlessly everything flowed from one scene to the next? In this comprehensive guide, we will be diving deep into the art form that is a great video storyboard, from the benefits to how you can create one for your videos. But let’s start with the basics.

Video 52

Video How To Roadmap Software 52

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. Excellent user experience . If something is complicated to use, customer experience will immediately suffer, and as so will engagement. Custom routing . The top 4 factors government agencies need in live chat software .

Government 191

Government CRM eBook Software 191

TechSee

FEBRUARY 7, 2023

Many wonder how AI will impact their business, team, or operations. Early chatbots were extremely limited, serving primarily as another way to interface with user guides and help center content. However, the complexity required to automate chatbot-based support has resulted in limited improvements in digital service containment rates.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. Out with the old, in with the new!

Engagement 246

Engagement Contact Center How To Metrics 246

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. Travelers are increasingly seeking off-beat destinations with guided tours. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. How do you market your travel agency?

Travel 110

Travel Marketing Social Media Hotels 110

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. The future of business is understanding how to unlock the value of conversations. How are you planning to leverage conversations to drive revenue and customer retention? Conversational AI Platform. U-Self Serve. Case Studies. White Papers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

BirdEye

NOVEMBER 30, 2023

You can lean on understanding the law and legal precedents to guide you in the courtroom. But law firm marketing requires different skills — brand building, digital savviness, and a deep understanding of client needs and perceptions. In this article, we’re sharing a step-by-step guide to successfully marketing your firm.

Marketing 111

Marketing Social Media How To Advertising 111

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. CHAPTER 4.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Chatbot use cases.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Comm100

AUGUST 8, 2023

The technological landscape is always on the move and one recent advancement is making waves for the way it is revolutionizing how businesses engage with customers – chatbot automation. Chatbot automation is redefining customer service, enhancing operational efficiency and boosting engagement.

Chatbots 112

Chatbots Omni-Channel Social Media Interaction 112

Retently

FEBRUARY 21, 2024

Are you wondering which channels are effectively leading customers to your business? How did you hear about us?” By pinpointing where your customers come from, you can streamline your efforts, enhance engagement, and grow your business. Key Takeaways “How Did You Hear About Us?” Analyzing “How Did You Hear About Us?”

Survey 78

Survey Social Media Advertising Analysis 78

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . This is where we at Gainsight believe a great Customer Success Operations (CS Ops) team comes to the rescue. .

Customer Success 105

Customer Success Management Marketing Analytics 105

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Comm100

APRIL 12, 2022

Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. . For many local governments, this came in the form of customer service chatbots. Improves support speed. In any industry, the speed of customer support is crucial.

Government 147

Government Chatbots Wait Times Knowledge Base 147

Circular Edge

OCTOBER 30, 2020

One of the things I enjoy most about the JDE community is the incredible opportunity to connect with new & longtime customers, partners & friends while sharing innovative stories & experiences – whether that’s in-person or now virtually. Then a few examples of how customers are innovating with available 9.2

Resources 52

Resources Self Service Case Study Innovation 52

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. Read more : An Introductory Guide to Task Bots – Automate Routine Tasks & Offer 24/7 Support .

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130