CSM Magazine

MARCH 28, 2018

Here are five small steps you can take towards growing your business in 2018. If you’re investing a substantial amount of budget and effort into running several marketing campaigns, determining whether and where you are receiving the highest return on investment (ROI) is crucial. Unsure of where to start? Study Trends.

Social Media 40

Social Media Video Return on Investment Trends 40

Call Experts

MAY 2, 2019

Does your contact center focus on an enhanced knowledge base, reduction in agent frustration, digital channel utilization, improved first contact resolution, and reduced customer efforts? It is essential to focus on the ability of agents to develop secure connections with callers and your ROI. What is the effort level?

Contact Center 56

Contact Center Self Service Call Center Conference 56

Comm100

FEBRUARY 6, 2018

A knowledge base is a great way of communicating with customers. You might, however, be puzzled as to which architecture to use, choosing between a customer facing and employee facing knowledge base, and what strategies to use. Who Owns the Knowledge? The knowledge base owner has several responsibilities.

Knowledge Base 103

Knowledge Base Advertising Social Media Video 103

CSM Magazine

JULY 2, 2020

Self-serve support: Common or repetitive customer questions can be answered and resolved automatically using chatbots and help center content, like knowledge bases. The company was founded in 2011 in San Francisco by Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett, with the mission to make internet business personal.

Poor Customer Service 52

Poor Customer Service Customer Journeys Knowledge Base Chatbots 52

CSM Magazine

FEBRUARY 28, 2018

Having a website that isn’t mobile-friendly in 2018 means you can say goodbye to leads and customers. With this in mind here are four reasons why your business needs to invest in a mobile app in 2018. In fact, by 2020, mobile apps are predicted to generate around $189 billion dollars worldwide. Generate Customer Loyalty.

Social Media 40

Social Media ROI Return on Investment Loyalty 40

ProProfs Chat

MAY 6, 2020

Customer Experience ROI Statistics. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. Currently, various cloud-based customer service platforms have taken over traditional platforms such as email and call support. Customer Experience ROI Statistics. Retail Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Chatbots are like evolved self-service portals or advanced knowledge bases. ROI in Agent Happiness (and Better Allocation of Corporate Resources).

Chatbots 133

Chatbots Self Service ROI Contact Center 133

TechSee

DECEMBER 28, 2020

Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers. Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. Having a product knowledge base handy often helps.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. Having a product knowledge base handy often helps.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Comm100

FEBRUARY 5, 2018

From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. It’s a sort of easily accessible knowledge base that gives smarter, more accurate answers the more it is interacted with.

Social Media 124

Social Media CRM Self Service Software 124

Comm100

FEBRUARY 6, 2018

All data is the most recent information available as of the beginning of 2018. These products include call center software, live chat integration, customer support management tools, knowledge base tools, and a shared team inbox. Knowledge base software and call center software also come at additional fees.

Software 106

Software Customer Engagement Engagement Omni-Channel 106

Comm100

FEBRUARY 7, 2018

Remember that not every company or every plan has the same hidden costs, and that some are very minor when compared to the ROI that they’ll bring you. Or perhaps you want to invest in a knowledge base, but you aren’t interested in connecting with customers over any other touchpoints.

Customer Engagement 103

Customer Engagement Tools Engagement CRM 103