Comm100

FEBRUARY 21, 2019

Free Download: Live Chat Benchmark Report 2019. We’ve summarized the key points of the report here, focusing not only on trends for 2018 but also on what we think will happen with live chat in 2019. While many factors contribute to CSAT, organizations need to strike a balance between business capacity and customer demands.

Report 124

Report Data Wait Times Effort Score 124

CloudCherry

SEPTEMBER 6, 2018

If customer satisfaction scores are declining, it makes sense to invest more in training the customer service team. We are moving into a brave new future of being able to protect our customer experience preemptively through predictive analytics usage within our companies and departments.

Analytics 221

Analytics Analysis NPS Financial 221

Alliance by IFS

MARCH 26, 2019

HORSHAM, PA (March 27, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , today announced that they will be presenting at the 4th Annual Field Service Summit UK 2019 conference on Wednesday, April 3, 2019 in Coventry, UK. © 2019 Astea International Inc.

Conference 92

Conference Customer Satisfaction Management Communication 92

Alliance by IFS

DECEMBER 10, 2019

Learn How Astea’s Customer Centric Ensures Uninterrupted Service for the Busy Retail Industry. Amsterdam, The Netherlands (December 10, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today its sponsorship of Field Service Europe 2019. 215-682-2500.

Retail 94

Retail Customer Centricity Government Conference 94

Alliance by IFS

MARCH 28, 2019

We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them. In order to do so, they must first define key metrics and KPIs such as customer satisfaction.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

Comm100

FEBRUARY 21, 2019

Free Download: Live Chat Benchmark Report 2019. We’ve summarized the key points of the report here, focusing not only on trends for 2018 but also on what we think will happen with live chat in 2019. While many factors contribute to CSAT, organizations need to strike a balance between business capacity and customer demands.

Report 100

Report Data Wait Times Effort Score 100

Alliance by IFS

AUGUST 16, 2019

Amelia Island, FL (August 16, 2019) — Astea International Inc., By seamlessly leveraging IoT through Astea’s comprehensive FSM platform, service organizations can simplify asset maintenance and improve equipment uptime by spotting trends and taking proactive action, all of which leads to higher customer satisfaction.

Software 77

Software Conference Customer Satisfaction Connections 77

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Performance is declining Starting with the negative, Jo Causon of the Institute of Customer Service highlighted the findings of its latest ICS UK Customer Satisfaction Index (CSI).

Conference 76

Conference Self Service Fashion Ecommerce 76

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. It comes at no surprise that with an increase in the competition pool and technology outlets, service leaders are striving now, more than ever, to attract and retain customers.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. However, as Shep Hyken writes for Forbes, customers don’t worry about anything other than choice and convenience. Here’s how the view of omnichannel is evolving in the year ahead.

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

Alliance by IFS

APRIL 16, 2019

HORSHAM, PA (April 16, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today the launch of Alliance Enterprise™ Spring 2019 release, the newest version of its award-winning Alliance field service management and mobility platform. About Astea International.

Roadmap 92

Roadmap System Travel Management 92

Alliance by IFS

AUGUST 13, 2019

Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc., Read Astea’s customer testimonials and download the full Summer 2019 Customer Success Report by visiting: [link]. © 2019 Astea International Inc.

Software 88

Software Report Customer Success Case Study 88

Alliance by IFS

JUNE 27, 2019

A recent Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Success explores how customers, field technicians and the rest of your organization is impacted by the following industry changes. Best-in-Class organizations are 4 times more likely to have a 90% or better customer retention rate.

Exceptional Customer Service 86

Exceptional Customer Service Technology Connections Analytics 86

Heart of the Customer

MARCH 22, 2022

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. SuperOffice’s survey of 1,920 business […].

Feedback 143

Feedback Brands Customer Satisfaction Survey 143

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. Customer Service Skills You Need to Master by Alex Yumashev. CustomerThink) So as to succeed at providing excellent customer service, you need a set of skills that drive customer satisfaction. (I wrote a book on it!) It’s a great report.

Customer Service 108

Customer Service Competitive Advantage Trends Culture 108

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. Short surveys about products, customer satisfaction, and wishes of your loyal customers.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

NetBase

MARCH 4, 2019

And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. The post The 2019 State of Social Report appeared first on NetBase. Making It Matter. One platform.

Report 89

Report Social Media Advertising Ecommerce 89

Comm100

FEBRUARY 26, 2019

Comm100 was awarded for our AI-powered chat, which leverages Natural Language Processing (NLP) and advanced integrations to create more realistic conversations during which the bot can recognize a visitor’s intent, field clarifying questions directly to the visitor and execute transactions under the customer’s direction.

Sales 102

Sales Customer Service Contact Center Chatbots 102

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Alliance by IFS

APRIL 22, 2019

HORSHAM, PA (April 16, 2019) — Astea International Inc., a leading global provider of field service management (FSM) software and mobility solutions , today announced it is launching Alliance Enterprise™ Spring 2019, the newest version of its award-winning Alliance field service management and mobility platform.

Software 77

Software Management Roadmap Conference 77

Alliance by IFS

NOVEMBER 15, 2018

In this new video interview, Field Service News sits down with Astea’s Managing Director – EMEA John Hunt to explore the key trends for service-centric manufacturers as we head into 2019. As we prepare for 2019, there are a few key trends that stand out among service-centric manufacturers.

Trends 77

Trends Video Social Media Software 77

The DiJulius Group

JUNE 24, 2019

This guest article is brought to you by Debra Senra, speaker at the 2019 Customer Service Revolution. But your employees can ultimately make or break the customer experience – and your business success. But your employees can ultimately make or break the customer experience – and your business success.

Customer Satisfaction 40

Customer Satisfaction Groups Customers Industry 40

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Concluding thoughts.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. They wanted to know which of the questions on the survey were most strongly correlated with overall satisfaction and likelihood to recommend.

Strategy 52

Strategy B2B Loyalty Social Media 52

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. They wanted to know which of the questions on the survey were most strongly correlated with overall satisfaction and likelihood to recommend.

Strategy 52

Strategy B2B Loyalty Social Media 52

Alliance by IFS

JUNE 7, 2019

Astea Executive Leadership to Present at the 2019 Stifel Cross Sector Insight Conference on June 10. HORSHAM, PA (June 7, 2019) — Astea International Inc., HORSHAM, PA (June 7, 2019) — Astea International Inc., © 2019 Astea International Inc. The conference will be held at the InterContinental Hotel in Boston, MA.

Conference 50

Conference Hotels Leadership Financial 50

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

Beyond the Arc

MARCH 12, 2019

What will you do differently this year to increase customer satisfaction and attract new business? The post CX in 2019: Top customer experience trends to keep on your radar appeared first on Blog @beyondthearc.com.

Trends 61

Trends Customer Experience Customer Satisfaction Communication 61

Daniel Group

OCTOBER 18, 2019

From our blog, “ When is a B2B Customer Satisfaction Survey too Long? WHEN IS A B2B CUSTOMER SATISFACTION SURVEY TOO LONG? Are your customers complaining that your surveys are too long or are difficult to answer? The post Success Strategies | October 2019 appeared first on The Daniel Group.

Strategy 40

Strategy B2B Survey Customer Satisfaction 40

NetBase

DECEMBER 3, 2019

Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! Year after year, we see a skewed sense of business priorities as they relate to customer experience intelligence. Improve customer satisfaction. Who did we survey exactly?

Report 52

Report Analytics Entertainment Survey 52

ProProfs Chat

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. But is that all you aim to offer in 2019 too?

Trends 77

Trends Self Service Customer Service Omni-Channel 77

Comm100

JUNE 15, 2022

This improves customer satisfaction (CSAT), but it also helps to increase engagement with potential customers who can reach out whenever it suits them. Thompson Rivers University (TRU) introduced Comm100 Live Chat in 2019 to meet student expectations for digital, fast, and convenient support, adopting it across five departments.

Chatbots 212

Chatbots Industry Customer Service Wait Times 212

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

Beyond Philosophy

JANUARY 28, 2019

It can be an increase in your Net Promoter Score, a rating that determines how likely a customer is to tell their friends and family about you. It can be an increase in customer satisfaction ratings, which are key indicators that your customers feel happy and pleased with their experience.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

ShepHyken

APRIL 22, 2019

As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? by Mohamed Latib, Ph.D. . (CX Follow on Twitter: @Hyken.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77