InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. References SmartKarrot. “75 75 Must-Know Customer Experience Statistics to Move Your Business Forward” ( [link] ). TrustRadius.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Platforms like Comm100 enable agents to access all communication channels — from emails, live chats, social media to phone calls — in one place.

How To 134

How To Chatbots Omni-Channel Social Media 134

Comm100

NOVEMBER 23, 2021

To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why. Comm100 Live Chat stores previous conversations from every one of your channels together (and connects it with your CRM – more on this in the next point), so that your agents always have the customer info they need at hand.

Chatbots 225

Chatbots Customer Experience Multi-Channel CRM 225

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Key Features : Ticketing, live chat, feedback surveys, knowledge base, reporting, and it integrates seamlessly with the HubSpot CRM.

Software 190

Software Chatbots Customer Service Knowledge Base 190

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. A high-functioning CRM will help in collecting granular data from customers. An omnichannel customer support team enjoys a single platform for every customer query from any channel.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. CRM integration . Custom routing .

Government 200

Government CRM eBook Software 200

GetFeedback

OCTOBER 16, 2018

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Since data is the deciding factor of most strategic business decisions, it’s essential to prioritize the maintenance of CRM data integrity.

CRM 250

CRM System Data Customer Relationship Management 250

NICE inContact

AUGUST 2, 2019

When you’re doing omnichannel right , you can unify all your digital channels into one platform to capture customers wherever they choose to interact. Companies using omnichannel customer service can unify customer requests and conversations from social media, live chat, email, forums, blogs, mobile apps, and contact forms in one platform.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management. CRM and ERP Database Management.

Company 95

Company CRM e-support Resources 95

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. The report states that our platform offers “laudable flexibility.”

Report 93

Report Trends Customer Success Self Service 93

ShepHyken

MAY 17, 2019

Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. Ashwini Dave is a Digital Marketing Executive at Acquire.io , a customer communications platform. .

CRM 110

CRM Comparison Report Loyalty 110

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. A true omnichannel platform such as NobelBiz OMNI+ is able to create the so-called “immersive experience” (for agents and clients alike).

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

ShepHyken

FEBRUARY 9, 2018

Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Employee Advocacy Platform – this tool gives your employees a simple way to share curated, pre-approved content across their social networks.

Customer Service Training 152

Customer Service Training Training Brands Customer Service 152

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Incorporate following four points in your CRM strategy to learn from mistakes: Missing or misleading information. Complaints are opportunities to show how good you can be. Shep Hyken.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

Totango

JULY 19, 2022

You don’t need your CRM. How Your Customer Success Platform Can Replace Your CRM. By definition, a CRM system is a tool for managing the data associated with customer relationships, so it may seem like a good idea to turn to your CRM to help you manage all of this data you’ve collected. Yeah, we said it.

CRM 91

CRM Customer relationships Customer Success Exercises 91

Comm100

NOVEMBER 28, 2022

Omnichannel platforms allow schools to connect every channel together, eliminating data siloes. By connecting digital tools such as Salesforce CRM to omnichannel, agents can track the entire student lifecycle. Channel choice is a given. ” – Forbes. Around the clock support expands.

Trends 227

Trends Customer Service Chatbots Omni-Channel 227

SAP Customer Experience

OCTOBER 10, 2023

On behalf of the CRM & CX Product Learning CoE Team, it is my pleasure to introduce you in this blog post to the live session: SAP Customer Data Platform Essentials What is it about? The objective of this session is to give you an introduction to the capabilities of.

Data 57

Data CRM Customers Customer Experience 57

Comm100

MAY 8, 2021

Note: This blog post was originally published in October 2020 but has since been updated to include the latest research, up-to-date features, and pricing. Every platform has pros and cons, so before you jump in to our free live chat software reviews, think about the top priorities and requirements you need.

Comparison 216

Comparison Software CRM Knowledge Base 216

Comm100

FEBRUARY 2, 2022

In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excellence. . With younger generations spending most of their time online, it’s become the norm for brands to support these customers on their platforms of choice.

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

ShepHyken

DECEMBER 21, 2018

Prasad Reddy is a Marketing Analyst at Agile CRM , an All-in-One CRM with Sales, Marketing and Service automation in a single platform. . The post Guest Blog: 10 Surefire Ways to Improve CSAT Score appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. This is known as omnichannel customer engagement. For CCaaS providers, there are two options.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

NICE inContact

OCTOBER 18, 2019

For contact center executives and IT professionals interested in moving from legacy call center software to a modern, open cloud platform, the Gartner Magic Quadrant is a go-to resource to aid in the buying process. That’s CXone.”. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, North America 2019 report here.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Kustomer

AUGUST 28, 2023

In this blog, we’re delving into how you can use this tool to reach more customers and even bring back unsatisfied ones. Kustomer’s robust customer relationship management (CRM) platform, which provides a streamlined 360-degree view of all customer transactions and interactions, features this bulk messaging service.

CRM 97

CRM ROI Effort Score Return on Investment 97

Comm100

NOVEMBER 10, 2021

In this blog we’ll walk you through the four key steps you need to consider for a highly effective customer service chatbot. Other channels that you should consider are: Mobile app support Social media platforms SMS. This allows you to gain the benefits of each platform while also simplifying the chatbot deployment process.

Chatbots 201

Chatbots Customer Service Social Media CRM 201

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. Voice of the Customer/Survey Platform tools perform a valuable role in that they can both measure the customer in a quantitative and qualitative manner.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

ClientSuccess

MARCH 21, 2023

From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle.

CRM 75

CRM Sales Tips Customer Relationship Management 75

Optimove

FEBRUARY 1, 2024

Guide to Advanced Customer Segmentation Download Now >> CRM Lightning Talk # 2 – Euro 2024 Playbook: Win It All Without a Ball This pivotal talk, led by Jonathan Collins , Strategic Services Team Leader, is crucial for anyone interested in understanding the power of the 2024 UEFA European Football Championship in your CRM marketing plan.

CRM 69

CRM Sports Consulting Data 69

Totango

JULY 8, 2022

However, it’s important to note that you can’t support a value-driven model by using unwieldy monolithic CS platforms, piecemeal CS solutions, or by trying to force-fit your CRM system. Totango is the first and only composable customer success platform in the market. Shift Right with Totango .

Self Service 104

Self Service CRM Customer Retention Customer Journeys 104

Comm100

MAY 13, 2020

Your omnichannel platform should help your company achieve its objectives and key results (OKRs). Use this ready-to-use checklist of evaluation criteria to help you search for the best platform for your business. Any omnichannel customer service platform should give you a single view of customer engagement across all digital channels.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

ShepHyken

NOVEMBER 29, 2019

CRM tools are increasingly incorporating social media into their customer support modules. This allows support teams seamless access to customer information and complaints on the same platform. The post Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience appeared first on Shep Hyken.

Technology 131

Technology Customer Experience Social Media Multi-Channel 131

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. Your CRM Can’t Handle Your Workload Anymore. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes.

Software 92

Software Net Promoter Score CRM Return on Investment 92

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. Use this guide to help you find the best B2B CRM for your business. What is a B2B CRM? Today’s leading CRMs tend to be cloud-based. Salesforce CRM.

B2B 81

B2B Sales CRM Software 81

Optimove

FEBRUARY 26, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Learn how Optimove empowers iGaming CRM marketers to start with the player instead of a game or bonus to form strong, loyal, and long-lasting customer relationships. As a result, marketing teams can move from insight to execution instantly.

Marketing 52

Marketing CRM Loyalty Tips 52

CSM Magazine

AUGUST 23, 2023

Mortgage customer relationship management (CRM) software is essential for any mortgage company looking to manage its leads and clients effectively. This blog post will explore some of the latest and most innovative features of modern mortgage CRM software. However, modern mortgage CRM chatbots have advanced beyond static FAQs.

CRM 52

CRM Chatbots Return on Investment Social Media 52

Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI Platform. The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. U-Self Serve. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI. Speech Analytics. Our Mission. Testimonials.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317