Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult. A technical post that will guide you through the many small features to consider when dealing with an SaaS system that support vitally needs.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Team HGS

FEBRUARY 6, 2018

This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Comm100

NOVEMBER 23, 2020

For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. While some companies use ticketing software to manage their emails alone, true omnichannel help desks allow tickets to be created from any digital channel, including chat, social, SMS, and even voice.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Magellan Solutions

JULY 28, 2021

Why is omnichannel retail valuable? The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. Consumers will always want better prices, selection, and convenience. Ultimately, an omnichannel strategy can help drive increased sales and revenue. Sales channels.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

GlowTouch

DECEMBER 4, 2020

According to PWC, 73% of consumers say customer service matters in their purchasing decision. In fact, security breaches have increased by an astounding 67% since 2014. Any customer data you store in your system must be secure, even if it’s not really sensitive information. Can I Talk to References?

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Omnichannel management creates opportunity. Consumer Experiences in The Digital World. Why do you need a 24-hour contact support system? The Secret to Long-Term Growth for Your Business.

Call Center 58

Call Center Contact Center Conference Retail 58

ENGAGE.cx

JULY 9, 2015

The constantly evolving customer experience technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. And, of course, there is the prominence and influence of social.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40

ENGAGE.cx

JULY 9, 2015

The constantly evolving technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Retailers must find ways to bridge the gap between offline and digital channels.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help. Multi-channel support can silo important customer history. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Experience Matters

APRIL 7, 2015

NICE Systems. For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Bold360

DECEMBER 4, 2016

As a consumer, you can always take care of the problem by ordering last minute gifts on Amazon and “poof,” problem solved. The constant surge in tickets and inquiries can overwhelm your network and cause your system to crash – if inadequately planned for. Provide Multi-Channel (or Better yet, Omni-channel) Support.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. He is a New York Times #1 bestselling author and an international speaker on leadership, employee engagement, customer experience, customer loyalty, and consumer advocacy. He is a GTACC Award winner and has been listed in the ICMI Top 50.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Martin Hill-Wilson

FEBRUARY 16, 2016

Sitting in the top floor of Costas in Waterloo station recently, I was treated to an excellent example of this by Tony Ballardie, CEO of Capito Systems , a UK start up with deep links into the globally recognised centre of excellence for speech recognition at Cambridge University. These days it’s a powerful self service interface.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Avaya

APRIL 3, 2017

The average consumer today uses a combination of the above channels to engage with his or her favorite brands. In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. Communications-Enabled Applications.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

Comm100

OCTOBER 11, 2017

Before Hertz shifted from a marketing-centered social media strategy to a jointly-owned system in 2014, the marketing department had control over the company’s social media accounts. The multidepartment system has enabled Hertz to respond within 75 minutes to more than 1,000 individual customers per week. Can you use emojis?

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. For that, you need to have a strong online and offline presence via different channels.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

SmartKarrot

JANUARY 18, 2022

Found by Manoj Dawane in 2016, VTION is an Indian-origin media technology innovation company that aims at measuring media audiences by analyzing consumer trends and behaviors. It maps customer journeys, collects omnichannel input, and calculates Net Promoter Score to help organizations track and enhance customer engagement. Freshworks.

Company 11

Company e-support Customer Journeys CRM 11

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? So how does B2B integration come into play? In a big way.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

LiveChat

NOVEMBER 14, 2017

Think about offering a seamless, omnichannel experience to your users. Search Engine Land reported that 88% of consumers trust online reviews as much as personal recommendations. This was in 2014. Set up a working system for gathering feedback and reviews from your users. Positive, affirming reviews about your products.

Customer Service 28

Customer Service Social Media Self Service e-support 28

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Operating system — Some customer engagement tools run better on certain platforms than on others. Before purchasing your customer engagement software solution, make sure that it is compatible with your company’s main operating system (Windows, Mac OS, Linux, etc).

Software 105

Software Customer Engagement Engagement Omni-Channel 105

Second to None

MARCH 16, 2018

Customers are interacting with brands via digital channels at a higher rate than ever before, making it essential that you have systems in place to provide a high-level value within these avenues. The notifications use machine learning to address issues that will help retain the consumers. Mobile & IoT.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63

Comm100

FEBRUARY 16, 2018

By empowering agents and removing friction from their daily lives, companies hope to give agents access to the knowledge, customer data, and systems facility that they need to successfully do their jobs and, as a result, remove friction from the customer experience. Customers aren’t the only ones who experience pain points.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102