C3Centricity

JUNE 8, 2020

There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. According to a recent Edison Research , 20% of respondents expect a company to answer to their social media posts within 15 minutes, 42% within the hour! From ROI / ROR to ROE.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

SurveySensum

MARCH 6, 2024

8 Online Business Metrics to Monitor Having an eagle-eye view of what transpires on your website is crucial for understanding how to improve its quality of life. According to Statista , in 2023 alone, the rate of shopping carts being abandoned reached an alarming 70% , the first since 2013.

Metrics 52

Metrics Abandon Rate ROI Return on Investment 52

Natalie Petouhof

SEPTEMBER 1, 2016

If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

Joe Rawlinson

JULY 8, 2015

Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience. Ongoing social engagement.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60

GlowTouch

JULY 2, 2020

Agents should equip themselves with resources to know how to look up customer information, change account information, issue refunds, and otherwise handle customer problems as they occur. The SaaS company HubSpot experienced tremendous growth in 2013. How to Select the Right Customer Support Channels for Your Company.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

LiveChat

JANUARY 20, 2017

Same thing happened with social media channels. Now, the winners are companies that know how to make use of cross-platform customer service and train their agents not only to answer calls and emails but also to live chat and respond on social media. It’s the era of omnichannel customer service.

Self Service 28

Self Service Trends Customer Service Customer Experience 28

NobelBiz

MAY 25, 2023

But with so many options available, how do you choose the right one? In this article, we’ll explore how to evaluate call center software vendors for CDP solutions and the essential features to look for. In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits.

Call Center 98

Call Center Software Data Contact Center 98