Provide Support

MARCH 29, 2016

Why Companies Fail To Meet Social Media Expectations. Social media is really no different.(.). © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Read more. Permalink | No comment.

Social Media 40

Social Media Meeting Automotive Company 40

Esteban Kolsky

MARCH 2, 2016

I am as tired of telling you not to embark on Social Customer Service as you are of telling me I am a grouchy old man and I don’t get it. no problem – but still… don’t do social customer service. Respondents who do not use social media cited a number of reasons why.

Customer Service 60

Customer Service Social Media Case Study Study 60

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015.

Customer Service 48

Customer Service Social Media Poor Customer Service Consumers 48

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

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

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. There are three areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Provide Support

DECEMBER 20, 2016

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. © 2003 - 2015 Provide Support LLC.

Customer Service 40

Customer Service How To Social Media Consulting 40

ijgolding

MARCH 22, 2017

Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. In fact expectations of customer service are increasing every day. “The cost of bad experience is around $ 80.00 billion in USA and $ 300.00 billion across the world” – Huffington Post.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 48

Retail Self Service Customer Service Entertainment 48

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Helen Dewdney

DECEMBER 17, 2018

So, I wrote to customer services. I told them I felt that I had been misled into making a transaction I wouldn’t otherwise have made if I had had all the information, i.e. that part of the service would be removed without refund. I will also share my experience on social media and relevant review forums.”.

Customer Service 54

Customer Service Course Policies Consumers 54

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. This gives a faster, more comprehensive and efficient service.

Trends 49

Trends Customer Service Social Media Contact Center 49

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Customer Service 92

Customer Service How To Connections Social Media 92

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. I have no crystal ball, but I can say this with certainty: In 2016 customers will be turned off by complex instructions, chronic delays, and shoddy quality. They’re like new! Happy New Year!

How To 40

How To Transportation Social Media Trends 40

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors.

Self Service 48

Self Service Brands Social Media Contact Center 48

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6%

Ecommerce 48

Ecommerce Social Media Retail Consumers 48

ProProfs Chat

FEBRUARY 13, 2020

Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics. Social Media & Customer Loyalty. Hard to Attain Customer Loyalty. Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. million to 3.8

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? Put on Your Best Holiday Deals.

Tips 136

Tips Self Service e-support Social Media 136

Helen Dewdney

DECEMBER 17, 2018

So, I wrote to customer services. I told them I felt that I had been misled into making a transaction I wouldn’t otherwise have made if I had had all the information, i.e. that part of the service would be removed without refund. I will also share my experience on social media and relevant review forums.”.

Customer Service 33

Customer Service Course Policies Consumers 33

Provide Support

OCTOBER 25, 2016

While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

Infographics 40

Infographics Self Service Social Media Customers 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Natalie Petouhof

MAY 9, 2016

Customer Service and satisfaction perhaps has come into it’s own, finally. In fact, 67% of a decision on what to buy in B2B sales is completed before the customer even talks to a sales person. The customer is getting what they need from reading what is in digital and social media.

Conference 40

Conference Report Social Media Case Study 40

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Sasha Tenodi.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Tricia Morris

AUGUST 11, 2015

According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4 A big reason is because they’re not listening to and acting upon what their customers want or need.

Government 40

Government Customer Service Self Service Customer Centricity 40

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times.

Travel 48

Travel Airlines Customer Experience Social Media 48