Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. 1: A rapid response is now standard.

Social Media 69

Social Media Chatbots Customer Service Brands 69

GetFeedback

SEPTEMBER 20, 2019

This is a great metric to measure long-term customer satisfaction and loyalty. It’s the big picture metric of customer experience. . Customer Effort Score (CES). CES is used to measure the level of effort that a customer experiences when they interact with your brand. Customer Satisfaction Score (CSAT).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. What chat can do to enhance customer service and CX is amazing compared to just a few years ago. And chatbots are progressing at a rapid pace. Here’s the proof. On average, 74.5%

Data 134

Data Chatbots Wait Times Effort Score 134

LiveChat

FEBRUARY 1, 2019

Not only your visits to the gym, but something more business-related, like customer satisfaction. When we say customer satisfaction at LiveChat, we mean the ratio of good customer rates to all customer rates on chat (good and bad). Hopefully, your customer service will be better and better each month.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

Kayako

SEPTEMBER 20, 2018

To deliver a great customer experience, you must be willing to invest in training and this should not be restricted to customer service teams alone. Create a Customer Service Coaching Plan . In order to understand and improve the customer experience you are currently providing, you need to make use of VoC data.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

CSM Magazine

APRIL 12, 2019

Customer service is something that all businesses should strive to excel in. While some sectors may be able to get away with focusing a little less on delivering good customer service, for those within the hospitality sector it’s paramount to their success. Your customers expect it.

Hospitality 40

Hospitality Industry Customer Service Hotels 40

Interactions

DECEMBER 2, 2021

It’s fair to say that a lot of financial service organizations struggle when it comes to customer satisfaction. According to the American Customer Satisfaction Index, satisfaction with banks steadily fell from 2018-2020, though leveled out more in 2021. . Speak like a human. Personalization.

Banking 62

Banking Trends Self Service Contact Center 62

GetFeedback

SEPTEMBER 18, 2019

2: Customer satisfaction doesn’t predict loyalty as well as brands believe. The book states that 20% of customers who reported being satisfied also reported they intended to leave the company. . 3: Customer service interactions drive more disloyalty than loyalty, in general. Finding no. Finding no. Finding no.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. Boosts Customer Service & Loyalty. In the U.S.,

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. Is it about the least expensive service? Hence, they can provide a better service quality for your consumers.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Hello Customer

FEBRUARY 6, 2020

In a fiercely competitive space like security customers demand the best, especially when their safety is involved. To confidently maintain their market leader position, Securitas Belgium started using Hello Customer at the end of 2018 as a first CX effort. A simple formula with big results. The Conversation Manager. "We

Effort Score 88

Effort Score Marketing Case Study Analysis 88

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. Average call Handling Time (AHT) is strongly entrenched in the traditional world of customer service. The Customer experience/satisfaction (NPS, CSAT etc.). shhh, sweetie, shhhh….

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Team Support

DECEMBER 21, 2021

Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Live Chat Increases Customer Happiness. It’s easier than ever to connect with your customers, and vice-versa.

B2B 98

B2B Software Airlines Communication 98

CSM Magazine

SEPTEMBER 25, 2019

New survey on customer service automation reveals 83% of consumers are willing to make messaging their primary means of contacting customer support. The study also zeroes in on opinions on the state of customer service during busy periods, like the holidays.

Consumers 40

Consumers Chatbots Comparison Retail 40

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform. Share this page on: Tweet.

Report 68

Report Self Service Average Handle Time Contact Center 68

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. How can brands match customer expectations around knowledge?

Social Media 55

Social Media CRM Poor Customer Service Customer Satisfaction 55

Stella Connect

NOVEMBER 2, 2021

It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. Everything you’ve done so far this year has prepared the customer service team for what’s on the horizon.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

Comm100

FEBRUARY 5, 2018

First, knowledge bases are an excellent way to store critical information relating to customers, services, products or even general office or employment information. But customer-facing knowledge bases, when provided in addition to standard customer service channels, are often a win-win on this front.

Knowledge Base 103

Knowledge Base Self Service Contact Center e-support 103

Call Experts

DECEMBER 12, 2019

Our solutions ensure customer satisfaction, maximized revenue, and optimized protocols. There is no doubt that customers expect 24x7 service and support during the holidays, so rely on the Experts. . How to Provide Personalized Customer Service. Customer Journey Mapping. Free your Phone!

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Trends 52

Trends Chatbots B2C B2B 52

Alliance by IFS

AUGUST 3, 2018

To maintain stringent compliance and meet growing customer expectations, industry leaders turn to software that can provide improved field worker productivity while remaining agile enough to respond to regulatory changes. 50% of organizations claim customers will demand outcome-based service contracts within the next two years.

Infographics 82

Infographics Industry Software Trends 82

Eptica

FEBRUARY 19, 2019

We trust that when we go to a restaurant we’ll get good customer service and good food that is prepared properly. So, assuming that you are meeting customers’ needs by having a quality product that is readily available, how do you make that seed of trust grow? Respect your customers’ time. Be respectful.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. Often this is because they are not analyzing the complete Voice of the Customer (VoC), focusing only on structured, survey data.

Net Promoter Score 62

Net Promoter Score Retail Ecommerce Social Media 62

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. These bring together people and skills from across the business into a cross-functional team, focused on the customer and supported by technology.

Self Service 65

Self Service Culture Study Chatbots 65

Eptica

FEBRUARY 13, 2019

Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively. Overall these improvements have led to NPS improving by 20 points between Q2 and Q4 2018, 10 points above the sector average. Reviewing 2018 – our top 10 blog posts from the year.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Verint

DECEMBER 19, 2017

Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” We all know that—every advantage is important. Those are big.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

ProProfs Chat

FEBRUARY 13, 2020

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. Customer Loyalty Brands. Customer Service Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

CSM Magazine

JULY 2, 2020

The first-of-its-kind, proven framework shows businesses how to deliver modern, next-generation customer service with conversational support. According to PwC, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions.

Poor Customer Service 52

Poor Customer Service Customer Journeys Knowledge Base Chatbots 52

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Managing up and down Ideally you want to select a range of relevant metrics to evaluate the customer experience – relying on one alone doesn’t work.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

ProProfs Chat

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. This allows you to boost customer satisfaction and keeps customers delighted.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96