ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Wireless Customer Service CRM 40

Kustomer

OCTOBER 29, 2020

Matt and Gabe discuss the five ways to create a customer obsessed CX team: personalization, an effortless experience , adoption of self-service, being on the channel of choice (COC), and being in real time, 24/7. A customer obsessed brand starts with personalization. It is absolutely required. Matt Freedman: (00:42).

Self Service 52

Self Service Brands Omni-Channel Loyalty 52

Kustomer

OCTOBER 29, 2020

Matt and Gabe discuss the five ways to create a customer obsessed CX team: personalization, an effortless experience , adoption of self-service, being on the channel of choice (COC), and being in real time, 24/7. A customer obsessed brand starts with personalization. It is absolutely required. Matt Freedman: (00:42).

Self Service 40

Self Service Brands Omni-Channel Loyalty 40

Tricia Morris

AUGUST 11, 2015

Customer service specifically garnered a rating of 75 out of 100, which is comparatively good, but down five points from the rating of 80 where it’s stood consecutively since 2012. What’s causing the drop in customer service polls, even as most agencies have been making strides over the last several years to improve?

Government 40

Government Customer Service Self Service Customer Centricity 40

Clarabridge

JANUARY 26, 2017

Support calls, chats and emails contain disproportionately more insights on customer problems and inquiries. And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Doing so allows you to better understand your customer base.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

Support calls, chats and emails contain disproportionately more insights on customer problems and inquiries. And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Doing so allows you to better understand your customer base.

Survey 40

Survey Social Media Self Service Loyalty 40