Expert insights. Personalized for you.
With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t blame them. How do you know what a new channel can do for you if you don’t understand it? MORE
Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge is that only 30%. MORE
Since the emergence of COVID-19, its impacts have been wide-spread and hard-hitting. However, it is not only our individual health that stands at risk to this epidemic. It’s also posing threats to the health of businesses, with many small businesses bearing the brunt. MORE
There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’. MORE
Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. MORE
In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. MORE
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. MORE
Most people who have used live chat as a customer know its?biggest?advantages: biggest?advantages: advantages: it’s?quick, quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone. MORE
It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. MORE
Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). MORE
Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. MORE
rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. MORE
In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. MORE
Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. MORE
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. MORE
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. MORE
Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. MORE
Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. MORE
Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning to the office anytime soon. MORE
Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. MORE
In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. MORE
Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. MORE
Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. MORE
Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). MORE
Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. MORE
Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to help contain the spread of the virus, while trying to continue operations ‘as normal’. MORE
Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. MORE
When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer data safe and secure is a (if not the ) top priority. MORE
Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. MORE
Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? MORE
There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. But while these stats are true, the figures don’t always tell the whole story. MORE
Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. MORE
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. MORE
In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. MORE
Comm100
OCTOBER 25, 2017
Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for.
Comm100
DECEMBER 19, 2017
Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Comm100
NOVEMBER 27, 2017
rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master.
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Comm100
DECEMBER 14, 2017
In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences.
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Comm100
JUNE 24, 2020
When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer data safe and secure is a (if not the ) top priority.
Comm100
JUNE 4, 2020
There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. But while these stats are true, the figures don’t always tell the whole story.
Comm100
JANUARY 21, 2020
Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey.
Comm100
OCTOBER 30, 2017
Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
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Comm100
MAY 20, 2020
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS.
Comm100
JANUARY 9, 2018
Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.
Comm100
MAY 28, 2020
Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.
Comm100
APRIL 30, 2020
Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning to the office anytime soon.
Advertisement
In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
Comm100
MAY 20, 2020
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS.
Comm100
MAY 13, 2020
Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement.
Comm100
MAY 11, 2020
Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).
Comm100
MAY 11, 2020
Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).
Advertisement
Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
Comm100
FEBRUARY 25, 2020
Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?
Comm100
FEBRUARY 19, 2020
Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand.
Comm100
APRIL 30, 2019
With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t blame them. How do you know what a new channel can do for you if you don’t understand it?
Comm100
APRIL 27, 2020
In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.
Advertiser: Vanilla Forums
This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.
Comm100
MARCH 19, 2020
In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.
Comm100
APRIL 26, 2020
It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry.
Comm100
MARCH 18, 2020
Since the emergence of COVID-19, its impacts have been wide-spread and hard-hitting. However, it is not only our individual health that stands at risk to this epidemic. It’s also posing threats to the health of businesses, with many small businesses bearing the brunt.
Comm100
JANUARY 7, 2020
Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Comm100
MAY 13, 2019
Most people who have used live chat as a customer know its?biggest?advantages: biggest?advantages: advantages: it’s?quick, quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone.
Comm100
APRIL 7, 2020
Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to help contain the spread of the virus, while trying to continue operations ‘as normal’.
Comm100
APRIL 6, 2020
There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’.
Comm100
MARCH 7, 2019
Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery.
Speaker: Venessa Paech, Australia's Leading Community Specialist
Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.
Comm100
MAY 10, 2018
Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults.
Comm100
MARCH 23, 2020
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared.
Comm100
APRIL 25, 2019
Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge is that only 30%.
Comm100
MARCH 19, 2020
In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.
Speaker: Sandi Lin & Linda Schwaber-Cohen
In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.
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