Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. Systems had overridden human interaction, damaging the overall experience. And this was without sharing my complaint on social media, where it would have potentially reached many thousands more.

System 48

System Net Promoter Score Contact Center NPS 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. Now onto the best of 2015! The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult. The Art of Making Customers Happy on Social Media by Kevan Lee.

Self Service 72

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

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. But in order to do that, you need to come up with a system that actively listens to the customer’s needs.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Experience Matters

MARCH 1, 2015

Over the last couple of years, I’ve seen a lot of analysis in basketball based on the SportVU , a system of cameras and algorithms extracting x, y and z positioning data for all objects on the court. Services like wait times at bathrooms, location-based offers, and social media feeds within the stadium are part of the offerings.

Sports 120

Sports Conference Analytics Social Media 120

Comm100

JUNE 15, 2022

I think anyone who has a social media account can build a Comm100 Chatbot.” – Lachlan Todd, Communications & Systems Coordinator at Thompson Rivers University. Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support. Tangerine Telecom.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. Social media. Party’s over. Video chat.

Customer Satisfaction 40

Customer Satisfaction Self Service Customer Centricity How To 40

Customer Bliss

FEBRUARY 24, 2015

Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. Read More: How Experience Reliability Gives You a Story to Tell in Social Media. Know, before customers tell you, where experience reliability is out of sync.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

The DiJulius Group

OCTOBER 7, 2014

JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. By December 2015, […].

Social Media 40

Social Media System Customer Service Customer Experience 40

Alida

AUGUST 26, 2016

Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Is it to provide an early-warning system about unhappy customers?

Social Media 100

Social Media How To Innovation Software 100

SuiteCX

DECEMBER 22, 2015

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

BirdEye

AUGUST 29, 2023

Social media support Most customers follow businesses on social channels and choose to address their queries via direct messages on social media platforms. If you are on multiple social media platforms, leverage AI-driven solutions like Birdeye to monitor and manage communications from a unified inbox.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

SuiteCX

JANUARY 21, 2016

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Unstructured data includes social media posts, mobile data such as geolocation and app engagement, audio, video and photos, call center recordings, product reviews, etc.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Comm100

MARCH 4, 2021

This can be achieved by providing better tools and systems to help them perform their job, as well as increasing on-the-job training. In fact, it was the highest CSAT score recorded in our annual benchmark reports since its launch in 2015. As well as providing live chat, this means also offering email, social media, and SMS.

Data 131

Data Omni-Channel Effort Score Report 131

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. Social Media Is a Powerful Support Platform. According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

NOVEMBER 22, 2017

Businesses are responding with all hands on deck, manning every touchpoint—live chat, social media, phone, and email—to serve their busy, multitasking user base. GetFeedback (@GetFeedback) February 3, 2015. I’m sure everyone has had an experience with automated ticketing systems doing this. Structure your emails.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Kayako

AUGUST 30, 2017

One popular example people point to when they talk about all hands support is Slack’s 2015 outage, when some 1 million people were without the chat platform. They were just executing an all hands social media strategy. How it plays out in the real world. All hands support can decrease customer satisfaction.

e-support 200

e-support Customer Satisfaction Effort Score Software 200

Customer Interactions

FEBRUARY 12, 2015

Broadband connections, cloud services, text messages, and social media have become commonplace. Here are six technology trends that will reshape how state and local governments approach public safety in 2015. Today, a PSAP likely sources its 911 system, CAD system, and recording solution from different companies.

Trends 28

Trends Technology Government Social Media 28

Kustomer

AUGUST 3, 2021

Additionally, the study uncovered unquantified benefits including: Improved effectiveness of social media channels. Using Kustomer’s integrated customer service CRM, organizations were able to extend social channels beyond marketing and brand awareness to customer service and engagement. Satmetrix Systems, Inc.,

Study 98

Study ROI Net Promoter Score CRM 98

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Present a survey on your site or social media channels in exchange for a discount offer or freebie. Using digital surveys is another way to garner valuable feedback.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. Central to this is arming every agent with the information they need to do their job.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

TechSee

JANUARY 29, 2019

Since 2015, computer vision has become more mature, with image recognition achieving significant improvements thanks to deep learning techniques, and in some fields even surpassing humans in the ability to recognize objects. Computer vision has access to an unlimited volume of visual data – with loads of visuals from videos and social media.

CRM 164

CRM Self Service Effort Score e-support 164

NetBase

MARCH 27, 2020

Billion by 2026, Nutrisystem will be a part of that number that sees maximum profit due to their social listening expertise. Armed with Advanced AI they were able to pick up on themes and topics being discussed via blogs, forums, social media and other data sources. Using Social Listening to Spot New Ideas & Drive Revenue.

Ecommerce 52

Ecommerce Brands Marketing Social Media 52

Beyond Philosophy

NOVEMBER 11, 2021

Depending on your system and the people involved, this amount could grow into the thousands pretty quickly, particularly when you consider the salaries of the employees involved. They occur on Social Media. Sources: “Global State of Customer Service: The transformation of customer service from 2015 to present day.”

Policies 153

Policies Insurance Call Center Financial 153

Currency Alliance

MAY 29, 2017

In a study undertaken in 2015 by Elite Daily, 6 in 10 millennials surveyed said they were brand loyal. Namely on social media. So promoting your loyalty program to them is well worth the effort if your point currency has real value and your system enables a 1:1 dialog. Rather it’s just their “ normal.”.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

Win the Customer

DECEMBER 15, 2015

However, over the last few decades, customer experience and service delivery veered away from personalized support and adopted a “call and wait” system while companies cut costs and installed voice-activated phone prompts. It’s a matter of when companies are ready to roll out a new system where customer experience rules all.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

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. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Responsetek

MAY 7, 2018

Just as Social Media created a shock to the system for public relations (PR) departments, so high volumes of real-time customer experience feedback have also created a change in the research (and operations) departments. With Social Media, proactive PR departments saw an opportunity, not a threat.

Voice of Customer 40

Voice of Customer Social Media NPS eBook 40

Currency Alliance

NOVEMBER 19, 2016

In a study undertaken in 2015 by Elite Daily, 6 in 10 millennials surveyed said they were brand loyal. Namely on social media. So promoting your loyalty program to them is well worth the effort if your point currency has real value and your system enables a 1:1 dialog. Rather it’s just their “ normal.”.

Engagement 40

Engagement Social Media How To Loyalty Programs 40

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Second to None

FEBRUARY 14, 2018

Expect to spend a lot of time carefully designing the system so it actually enhances your customer support operation. Customers Will Contact You On Social Media. Companies have spent years trying to engage their customers on social media. 53% had significant onshore operations in 2015, up from 35% in 2010.

Trends 63

Trends Social Media e-support Chatbots 63

Eptica

FEBRUARY 5, 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. While they are at home online and on social media, they pick the channel that best meets their current needs. Published on: February 05, 2016.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. No wonder that 10% of pending interactions can be ‘chaser’ emails or social media messages. Research carried out by Eptica found that over half (58%) of U.S. Share this page on: Tweet.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The internet also underpins social media, which provides aggrieved customers with a platform to broadcast their complaints to the wider world. Three factors have dramatically changed this.

Banking 48

Banking Self Service Social Media Customer Experience 48

Experience Investigators by 360Connext

JANUARY 26, 2015

Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! It is a often a price-based customer battlefield.

Industry 110

Industry Customer Experience Social Media Leadership 110

Oracle

MAY 11, 2018

Before delving into what companies can do to make sure their customers feel secure, let’s take a look at how the new technologies have evolved the customer experience: Virtual assistants via chatbots and social media allow brands to closely communicate with customers and quench the growing demand for instant support.

Data 81

Data Customer Experience Social Media Chatbots 81

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. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130