Optimove

JANUARY 13, 2021

In the world of B2C CRM, we know exactly what are the small steps that marketers can pledge to take next year that will bring the most impact. We gathered six such potential pledges for you to choose from this time around (think you can manage 3 or 4? Remember: Top brands are able to drive 33% of the revenue via CRM marketing. #3

CRM 52

CRM Marketing Measurement Groups 52

Ecrion

FEBRUARY 25, 2020

By 2020, customer experience is going to outpace product price and quality as a main brand differentiator. When you give your clients the means and methods to communicate with your business and offer their suggestions, they will. A key software element among these is a CRM – customer relationship management – solution.

Customer Engagement 74

Customer Engagement Engagement Social Media Video 74

Optimove

APRIL 29, 2021

The team accumulates more than 3000 monthly hours of CRM Marketing experience and helps its clients achieve a 55% higher marketing contribution to revenue. In 2020, Optimove’s Strategic Services team worked with 41% more clients than in 2019, wrote 76% more reports, and accumulated almost 40,000 (!) Relieving a Universal Pain.

CRM 52

CRM Retail Report Technology 52

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Cloud-based, omni-channel CRM solutions. Visual engagement.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

QuestionPro Audience

JANUARY 3, 2018

In addition to communicating with the customer, airlines use mobile apps to create an easy user experience for their customers, with the ability to manage your trips, check-in, and pay for checked baggage and flight extras such as wi-fi, all in one application.

Travel 294

Travel Airlines Consumers Loyalty 294

Calabrio

JULY 28, 2020

As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award. Three cheers (and many more accolades) to the following exemplary professionals! Reduced latency by 29 percent.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

GlowTouch

JANUARY 28, 2020

Contact Center Account Manager. To do that, we believe in investing in our people through personal and professional development as well as promoting open communication, empowerment and recognition of excellence. GlowTouch believes in positively impacting the communities in which we reside. LET’S TALK. Louisville, KY.

Contact Center 52

Contact Center Management Travel Customer Care 52

CSM Magazine

MARCH 7, 2024

Jet Wash Shop is using a workforce management system from BigChange to power the nationwide expansion of its business. Now completing around 500 jobs a week, Jet Wash Shop uses the BigChange job management software to manage all aspects of its mobile operation.

Automotive 52

Automotive Customer Relationship Management CRM System 52

CSM Magazine

JANUARY 12, 2024

Lothian Vulcanising Services, a family run business offering conveyor belt services across Scotland and the UK, has transformed its business using a workforce management system from BigChange. The time taken for routine management tasks has also been slashed by three-quarters and engineers’ efficiency in the field boosted by 20 percent.

CRM 52

CRM Customer Relationship Management System Travel 52

Comm100

DECEMBER 2, 2021

For the past few years, the need for digital communication has grown across industries as companies understand the need to meet customers on their terms. Between 2018 and 2020, the adoption of chatbots increased by 67%. In 2020, COVID-19 pushed forward the adoption of digitized services in ways that nobody could have predicted.

Financial 225

Financial Trends Customer Experience Chatbots 225

SurveySparrow

JANUARY 22, 2020

Essentially, a customer success software helps you deliver products/services that actually comply with client needs by managing and bringing their real-time data in one place, thereby ensuring customer satisfaction and retention. 10 Best Customer Success Software of 2020. What is a Customer Success Software? Predict Customer Behaviour.

Software 72

Software Customer Success Analytics CRM 72

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront.

Analytics 130

Analytics Innovation Contact Center Analysis 130

Optimove

DECEMBER 1, 2020

In the world of B2C CRM, we know exactly what are the small steps that marketers can pledge to take next year that will bring the most impact. We gathered six such potential pledges for you to choose from this time around (think you can manage 3 or 4? Remember: Top brands are able to drive 33% of the revenue via CRM marketing. #3

CRM 40

CRM Marketing Measurement Groups 40

Think Customers

JANUARY 20, 2020

At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020. This is the nature of work for robots in retail going into 2020. You can’t average out experience,” said Alex Genov, manager of research, user experience at Zappos.com.

Retail 81

Retail Data Conference Technology 81

CSM Magazine

NOVEMBER 14, 2023

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. “Before BigChange I would say that 80 percent of our processes were paper based,” commented Kevin Byrne, Managing Director of Newry-based EB Gas Services.

CRM 52

CRM Customer Relationship Management System Resources 52

CSM Magazine

DECEMBER 15, 2022

Glass Polishing & Restoration Specialists, Chicago Glass (UK) Ltd has grown its field resources by 25 percent since implementing a job management system from BigChange, boosting capacity and providing a strong foundation for continuous growth. The CRM function is paramount to our work, and the ease of use is a big plus point.

CRM 52

CRM Customer Relationship Management System Resources 52

C Space

OCTOBER 2, 2020

The Brand Move Roundup – October 2, 2020. In another sign of online commerce’s ascendancy, CRM leader Salesforce forecasts that ecommerce’s footprint will double this holiday season, accounting for 30% of all U.S. Enough is enough, it’s 2020,” said Danela Žagar, global brand manager for Intimina.

Brands 40

Brands Apparel Retail Fashion 40

Comm100

JANUARY 21, 2021

The best live chat software will be able to integrate with the company’s customer relationship management (CRM) system so the live chat agent can easily access the visitor’s details, helping them to provide more personalized service. In 2020, 84% of customers were satisfied with their live chat experience. Agent management.

Video 246

Video Social Media Software Knowledge Base 246

CSM Magazine

MARCH 8, 2023

Nationwide Catering Services (NCS), which has been supporting the UK food service industry since 1953, is celebrating ten years of using BigChange job management software. Recognising its potential above other systems available on the market at the time, NCS was the first to adopt the then newly launched all-in-one job management system.

Customer Relationship Management 52

Customer Relationship Management CRM Financial System 52

BlueOcean

JANUARY 20, 2023

2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Kustomer

JUNE 7, 2022

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. Why has the pandemic emerged as the straw that finally broke the legacy CRM camel’s back? What Makes a Modern CRM?

Customer Experience 98

Customer Experience Self Service e-support CRM 98

Think Customers

JANUARY 20, 2020

At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020. This is the nature of work for robots in retail going into 2020. You can’t average out experience,” said Alex Genov, manager of research, user experience at Zappos.com.

Retail 52

Retail Conference Connections CRM 52

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Proactive Communication. The Role of AI in CX.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

CSM Magazine

JANUARY 10, 2023

Prymo Surface Solutions has doubled the size of its business in just six months following the implementation of a BigChange job management system. The system also gives management complete visibility of the operation 24/7, as well as the ability to produce in-depth business critical analytics at the touch of a button.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

CSM Magazine

FEBRUARY 11, 2022

BigChange field service management software is helping commercial and industrial door specialist Access Innovations reduce paper consumption by more than 70 per cent. Access Innovations is also planning to expand its use of BigChange with increased use of the CRM functionality which it hopes will support the continued growth of the company.

Innovation 52

Innovation CRM Customer Relationship Management Financial 52

Comm100

SEPTEMBER 15, 2022

In 2020, 67% of consumers used social media for service-related needs. By connecting a CRM like Salesforce, you can extend this personalization even further, giving your agents even more knowledge and information. Social media: Customers want to connect with companies through the most convenient channel. Speed and efficiency.

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

Comm100

SEPTEMBER 14, 2022

Thanks to the prevalence of digital communications, the ways that colleges and universities have traditionally communicated are now foreign to many students. To break down this barrier to engagement, schools must introduce instant digital communication, and the only channel that can provide this is live chat.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

CSM Magazine

NOVEMBER 8, 2022

J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system. In addition, the management of staff and vehicles is streamlined with automated checks and alerts, real-time tracking and 24/7 visibility of remote staff.

Customer Relationship Management 52

Customer Relationship Management CRM Advertising Resources 52

CSM Magazine

APRIL 21, 2022

Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange. “BigChange has been a real eye opener,” commented Sam Crowley, Managing Director of Dyno-Rod’s Cork office. ” continued Crowley.

Customer Relationship Management 52

Customer Relationship Management CRM Software Resources 52

Comm100

JUNE 22, 2021

I have been an IT Manager at Dawson College since 2008, and before that I specialized in CRM solutions in the retail industry for many years – so as you’d expect, I have seen a lot of technological change in my time! As the pandemic continued into Fall 2020, the college was faced with cancelling its Open House.

Customer Service 131

Customer Service Video Course Technology 131

ProProfs Chat

MAY 6, 2020

Must-Read 53 Customer Experience Statistics for 2020 . 36% of organizations aim to improve agent, desktop, and CRM experiences in 2019. And the above-mentioned customer experience statistics for 2020 tend to prove the existing notions on how important is a consistent experience for your brand to drive more sales.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

CSM Magazine

DECEMBER 2, 2021

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. . Trustee particularly like the automated scheduling and routing, ensuring the best allocation of resources, optimised and backed with useful management information, such as the calculated cost of each job.

Technology 52

Technology CRM Customer Relationship Management Financial 52

CSM Magazine

JANUARY 17, 2022

Pinnacle Group has transformed its customer experience and increased operational efficiency following the implementation of the latest field service management software from BigChange. Supporting over 300,000 homes, 200 schools and 100 public and private buildings, Pinnacle is one of the UK’s largest facilities management providers.

Groups 52

Groups Customer Relationship Management CRM Financial 52

Comm100

APRIL 27, 2020

This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise. With omnichannel, the agent in this example, Jennifer, can still see the customer’s entire history of communication with the company. Customer journey.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Kustomer

MARCH 8, 2021

And often, high-growth brands struggle to scale their contact centers while also managing an influx of shopper queries, such as returns or locating an item. Within this interface, staff have access to a variety of customer communications and data, allowing them to make more informed decisions. Growth creates growing pains.

Software 69

Software Omni-Channel CRM Retail 69

Optimove

MARCH 29, 2022

If you’ve read our official press release from today (March 29th, 2022), you know that “Optimove, the leading CRM Marketing Platform, today announced its acquisition of Kumulos, a Dundee, Scotland-based provider of a personalized messaging platform for mobile applications.”. Which is 100% true. Again, this is perfectly accurate.

Marketing 59

Marketing CRM Multi-Channel Sports 59