Comm100

JANUARY 14, 2016

Social Media Is a Powerful Support Platform. Despite all of the hype that has surrounded social media giants such as Facebook and Twitter, companies have been slow to adopt these platforms for customer service and sales support. Of course, one of those channels is social media.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

SEPTEMBER 10, 2015

In an extremely competitive market, with complicated products, fail to deliver the right answers and customers will simply buy from a rival – probably after complaining about the experience on social media or to family and friends. In comparison, consumer electronics retailers answered 80% of queries. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Retail 48

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. Why You Need Social Media for Customer Support – Five benefits to offering social customer service. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Eptica

JANUARY 8, 2016

Online is critical to research and buying Not only were ecommerce revenues up, but consumers are increasingly using the web and social media to research their present buying. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Embrace social customer service Customers increasingly turn to social media when they have issues or complaints; and these can spread virally if not answered quickly.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

SEPTEMBER 30, 2015

The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. The rise of social media and increasingly demanding customers has changed all of this.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Eptica

JANUARY 6, 2016

How to handle customer service complaints on social media Social media has provided a powerful new channel for consumers to interact with – and complain about – brands. Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Magellan Solutions

MARCH 3, 2021

As well as Big Data, Internet of Things (IoT), Cloud, Social Media, and mobility. Businesses prefer call center outsourcing Philippines because of the Filipino neutral accent. In 2014, 70% of India’s voice-based services transferred in the Philippines. In particular, customer service support. Data Analytics.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

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

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Move beyond calculating metrics to deriving deep meaning from the natural conversations customers are having through open-ended comments, social media channels, contact centers, video, voice and even images. .

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

Retail 26

Retail Report Sales Social Media 26

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. 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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Adam Toporek. Dan’s 20-year career has consistently focused on delighting customers.

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Adam Toporek. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

Advertising 20

Advertising Retail Report Sales 20

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

Advertising 20

Advertising Retail Report Sales 20

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. Customer Service Stats for Social Media. Customer Service Stats for Social Media.

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

He has been featured in The Economist, Social Media Today, Computerworld, BizTech Magazine, and many others and has contributed to books on Customer Service, Social Media, and IT Change Management. He founded Heart of the Customer in 2014 to help companies of all sizes increase customer engagement.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Avaya

APRIL 3, 2017

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. The average consumer today uses a combination of the above channels to engage with his or her favorite brands. The Entire Organization Contributes to the CX.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Vonage

JULY 29, 2015

The best customer service approach in social media, for example, is to have people who are steeped in your culture handle the social media, and the best email responses to customers come from staff members who understand what is and isn’t consonant with your culture. To serve is to rule. Who are you ruling?

Culture 120

Culture Customer Service How To Social Media 120

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. However, many companies are still failing to deliver even the most basic levels of customer service via social media.

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

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. Its Car Connect app controls everything about the digitally connected cars, from navigation and real-time traffic to music and social media updates.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101

Comm100

FEBRUARY 6, 2018

Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Astute Solutions.

Software 104

Software Customer Engagement Engagement Omni-Channel 104