Talkdesk

DECEMBER 18, 2017

Recently, a McKinsey survey pointed out that text-based communications channels like web chat, social media and email will grow from 30 percent of all customer care interactions in 2015 to as much as 48 percent in 2020. to talk to customers and leveraging artificial intelligence to support the resulting volume growth.

Social Media 40

Social Media Contact Center Omni-Channel Chatbots 40

Talkdesk

DECEMBER 3, 2015

Our call center software is deployed on six continents and often forms the backbone of companies’ customer service strategies. In order for us to provide the optimal solution to our global customers, we need to understand not just the markets in which they operate, but also the customers that they serve.

Customer Service 40

Customer Service Call Center Software Culture 40

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Shep Hyken. You might want to change your focus.

Customer Service 48

Customer Service Social Media B2C Sports 48

ShepHyken

AUGUST 12, 2016

Adam Toporek is an internationally recognized customer service expert, keynote speaker , and workshop leader. He is the author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick ® blog.

Customer Service 48

Customer Service Course Customers Interaction 48

delighted

OCTOBER 5, 2021

The same shift towards the customer comes with a newfound need for impeccable customer service. Companies and researchers collect data year-over-year that support the need for a dedicated customer service strategy: – 90% of customers find customer service important when choosing a brand.

Metrics 89

Metrics Net Promoter Score Customer Service Effort Score 89

Kustomer

JANUARY 19, 2021

The research showed consumers aged 18-24 rate customer service today as slower, more difficult, less personal, and less convenient than all other age groups, meaning that current customer service strategies are falling short when it comes to this generation.

Self Service 80

Self Service Chatbots Omni-Channel Multi-Channel 80

Storyminers

JULY 6, 2020

After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. People Metrics.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. People Metrics.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Storyminers

JULY 6, 2020

After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Joe Rawlinson

MAY 18, 2016

Furthermore, a research by InfoQuest found that the repurchase rate of a “totally satisfied customer” is between 3 to 10 times higher compared to that of a “somewhat satisfied customer.”. Brands today have more tools and channels that they can utilize to improve their customer service strategies.

Brands 94

Brands Customer Service Social Media Exceptional Customer Service 94

Provide Support

DECEMBER 29, 2015

On the other hand, if your employees are not happy with your company strategy they will not care about what your customers feel. So, before you start developing the right customer service strategy you first need to focus on your employees and ensure they are happy with their jobs and do their best to boost your business. (.).

Customer Service Strategies 40

Customer Service Strategies Infographics Strategy Customer Service 40

ProProfs Chat

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Netflix (@netflix) July 22, 2015. However, they’re also using their marketing platforms to offer support to customers with witty interactions. Netflix and chill? No, really. pic.twitter.com/ezcZ7V0peN.

Strategy 98

Strategy Customer Service Marketing Social Media 98

Talkdesk

SEPTEMBER 8, 2015

We don’t like to be overly complicated, so here’s the deal: We help you, you help your customers. This week, as always, we’ve lassoed up some advice from around the web to help you improve your company’s customer service strategy. Want to be Customer-Centric? September 8, 2015. Simple as that.

Call Center 40

Call Center Employee Engagement Customer Service Representative Customer Centricity 40

Kustomer

JUNE 11, 2020

Fast forward to 2015, Omar wanted to know the penalty fee for a flight change, and after a terrible customer experience Reply AI was born as an easy way to automate conversations. Omar states, “67% of customers prefer self-service over talking to an agent. … I believe that companies should be focusing on self-serve.”

Chatbots 52

Chatbots Customer Service Knowledge Base Self Service 52

Comm100

JUNE 13, 2018

This is especially important during the holiday season, as directing customers who are contacting you on social media to call customer support to resolve an issue further clogs service lines, and can upset rather than help customers. Quality Check: How’s Your Website?

Tips 133

Tips Self Service e-support Social Media 133

Martin Hill-Wilson

JUNE 8, 2015

There are many landmark points of transition going on right now that show this appetite: According to eMarketer, 2015 will be the year when UK adults spend more time every day ( 2 hours 26 minutes) with their mobile devices than traditional desktop or laptop computers ( 2 hours 13 minutes ). 56% expect an email to be answered within 4 hours.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Martin Hill-Wilson

FEBRUARY 16, 2016

Fifteen years in the making yet only introduced to the world at large in 2015. The buzz towards the end of 2015 was that AI as an umbrella term for many of these technologies is about to go where none of us have gone before. Amelia is an example of this type of capability. Sometimes they are voice, sometimes a text based search box.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Talkdesk

AUGUST 20, 2015

“Customers now have the power to really impact your business more than ever before,” says Jim Tincher. Tincher presented a talk titled, “Driving Growth by Reducing Customer Effort,” for the Talkdesk Webinar Series on August 19, 2015. It is essential to create a consistent experience and strategy for customers seeking help.

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40