Think Customers

FEBRUARY 11, 2020

Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to make a global, tech-savvy audience feel appreciated and why the company is doubling down on contact center training and development in a digital-first era. What is a typical day on the job like for you?

Customer Care 52

Customer Care Self Service Contact Center B2C 52

CSM Magazine

MARCH 18, 2021

We call the service center more annoyed. For most of us, FAQ chatbots do not solve our problems, do not save any costs in the call or contact center and weakens rather than strengthens customer loyalty. Not only in marketing and sales, but also in service. Just like a real employee in the call or contact center.

Customer Service 75

Customer Service Virtual Agent Chatbots Contact Center 75

CloudCherry

AUGUST 21, 2018

In the contact center, the queue is king. Reactive, the type of service described above, is what has become the norm for most companies providing support over the internet, whether they be online stores, financial services or B2B products. We get our data from tags in the queue to learn insights.

Customer Journeys 150

Customer Journeys Analytics Analysis Self Service 150

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10

TechSee

FEBRUARY 5, 2019

The influence of AI will continue to grow throughout the global economy, capturing more space within the CX field as end users become more familiar with fresh technologies and begin to expect more expertly tailored journeys. A greater pivot towards self-service is the natural outcome.

Trends 173

Trends Customer Experience Self Service ROI 173

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. One of Hootsuite’s main competitors, Sprout Social is a social media software tool that boasts an easy, inviting user experience. Sprout Social.

Software 104

Software Customer Engagement Engagement Omni-Channel 104