Eptica

AUGUST 19, 2015

& 61% of agents within the Eptica study said they found it hard to understand the vocabulary and language that consumers used on digital channels such as email and social media. Providing this is not always straightforward for agents.& Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Natalie Petouhof

APRIL 12, 2016

Powered by Salesforce Lightning, this is a proven platform for more than 150,000 companies and millions of users, in which Salesforce for Messenger will deliver personalized engagement at scale with CRM data. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 40

CRM Ecommerce Connections Leadership 40

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ProProfs Chat

JUNE 14, 2019

Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. For this reason, customer experience has become the key to business success. Poor Customer Service Experiences. Great Customer Service Statistics. Building Brand Loyalty.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week. Published on: January 27, 2016.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. For consumers looking for a response to their queries, the best option is to turn to social media.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

DECEMBER 11, 2015

In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Essentially this means that both of these channels have more unhappy than happy customers using them – hardly likely to drive repeat business or positive comments on social media.

Self Service 48

Self Service Customer Service Social Media Retail 48

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 104

Software Customer Engagement Engagement Omni-Channel 104

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101