Customers Rock!

MAY 28, 2012

Social Media CRM, or Social CRM, is getting a lot of air time these days. When not blogging, on Twitter, or on Facebook, she is marketing WikiThreads , her small business featuring Dallas t-shirts and logo embroidery. , Laurie. Consequently, many companies leave the task of social CRM to the marketers. Brand Voice.

CRM 223

CRM Social Media Contact Center Customer Service Representative 223

Optimove

NOVEMBER 14, 2023

We’re thrilled to announce the launch of Optimove Courses, a dynamic, video-first online curriculum designed to empower our clients and partners to master and maximize our platform’s CRM marketing capabilities. As I mentioned, our clients’ CRM marketing needs are evolving, and so will Optimove Courses.

Course 49

Course CRM Marketing Exercises 49

Comm100

OCTOBER 17, 2023

Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. Key Features : Shared email inbox, knowledge base, live chat, reporting, customer profiles. Key Features : Live chat, email, social, and phone support integration, knowledge base, automation, reporting.

Software 182

Software Chatbots Customer Service Knowledge Base 182

Totango

FEBRUARY 18, 2021

This is the first in the blog series “Supercharging your Tech Stack with Totango”. There’s no denying the power of good customer relationship management (CRM) software. There’s no denying the power of good customer relationship management (CRM) software. But are you utilizing your CRM to its fullest potential? .

CRM 69

CRM Customer Success System Sales 69

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 217

Chatbots Customer Experience Multi-Channel CRM 217

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

Vonage

JANUARY 20, 2016

If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. Benefits of integrating your CRM and telephone system. Built to work with your CRM. Integrates with your CRM.

CRM 120

CRM Sales Gamification Call Center 120

Optimove

APRIL 13, 2021

Nowadays, when everything’s aimed to be data-driven – we all have dashboards and reports to keep track of our important KPIs. Then, make the values or the changes based on the comparisons stick out in the report. That’s why you should add trendlines to your reports. But let’s admit it – it’s not for everyone.

CRM 52

CRM Comparison How To Trends 52

NICE inContact

AUGUST 2, 2019

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. 3) Advanced Reporting. 4) Powerful CRM. CRM is one of the most important tools that customer service agents can have at their fingertips.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. Focus on essential functionalities such as call routing, basic IVR systems, and basic reporting capabilities.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ShepHyken

SEPTEMBER 20, 2019

By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands. Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools. Walk in your customer’s shoes for a moment.

B2B 108

B2B CRM Software B2C 108

Optimove

FEBRUARY 16, 2023

Here it goes: January – March: Diversity, Awards, and 1 st Acquisition    January 2022  began with Optimove  being named a top 10 company in women ‘ ’s representation  according to Power in Diversity’s 2022 Women in start-ups report.  Some numbers? 46% of our global headcount, 30% of management, and 41% of director level are women.

CRM 52

CRM Sports Marketing Apparel 52

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

GetFeedback

DECEMBER 26, 2018

CRM integration is especially critical for Net Promoter Score (NPS). Below we’ll explain why NPS data belongs in your CRM, and how you can put it there using GetFeedback for Salesforce. Below we’ll explain why NPS data belongs in your CRM, and how you can put it there using GetFeedback for Salesforce.

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

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. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Comm100

JUNE 23, 2022

In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. With CRM integration, Salesforce or another CRM can be connected to recognize even more about visitors to your website. Reporting and analytics . Security & compliance .

Chatbots 196

Chatbots Self Service Video Wait Times 196

ShepHyken

AUGUST 25, 2017

According to some reports , 41% of customers expect a business to answer an email in just six hours. More so, some reports indicate chatbots are money-saving tools companies can’t overlook. The post Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service appeared first on Shep Hyken.

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

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. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”. Complaints are opportunities to show how good you can be.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

GetFeedback

MAY 8, 2019

Every industry out there has had a hand in the making of this report. According to our participants, Case Close CSAT carries the most weight in many organizations—it provides valuable customer feedback in real-time, it’s expected in most companies’ reports, and it’s used to measure agents’ performance. See below.

Trends 268

Trends Customer Service Comparison Metrics 268

Lithium

DECEMBER 5, 2023

Some blog areas are limited to Khoros customers only. Strategic Services: Weekly Trend Report 23/11/23 : On this week's Trend Report, we cover the latest TikTok trends, and Industry & Social Media News/Updates, with a dedicated section to OpenAI. Care CRM Connector : The new CRM Connector is now available in Care.

CRM 52

CRM Social Media Video Trends 52

Lithium

JANUARY 2, 2024

Some blog areas are limited to Khoros customers only. Complimentary analyst report: Gartner’s Top Strategic Predictions for 2024 and Beyond “AI” was the biggest buzzword of 2023. Complimentary analyst report: Gartner’s Top Strategic Predictions for 2024 and Beyond “AI” was the biggest buzzword of 2023. Sign up today !

Social Media 52

Social Media CRM Video Contact Center 52

NICE inContact

SEPTEMBER 25, 2019

Agents use integrated CRM profiles to get a quick, but detailed snapshot of customers. CRM profiles add immediate relevance and empathy to the experience. Workflow Reports help management optimize team performance and track KPIs such as First Response Time, Customer Journey and Resolution Efficiency. Make human connections.

Customer Service 138

Customer Service Social Media Contact Center CRM 138

ShepHyken

NOVEMBER 15, 2019

Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Forrester, for instance, has reported that nearly 40 percent of customer service interactions still take place over the phone.

Self Service 94

Self Service Customer Experience Contact Center Interaction 94

NICE inContact

AUGUST 2, 2019

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. 3) Advanced Reporting. 4) Powerful CRM. CRM is one of the most important tools that customer service agents can have at their fingertips.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

NobelBiz

FEBRUARY 27, 2024

Everything you need to know CRM Systems CRM (Customer Relationship Management) systems play a crucial role in call center management by centralizing customer data from various touchpoints. One of the primary advantages of CRM integration with contact center technology is call flow management.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Talkdesk

JANUARY 22, 2018

This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce. If you’re already using Salesforce, you can click on any phone number in your CRM to make a call through Talkdesk.

Contact Center 40

Contact Center CRM Metrics Report 40

West Monroe

JUNE 19, 2019

Forrester’s recent report discusses how companies can navigate the ever-changing Salesforce product set and get to implementation faster by choosing the right partner based on their specific needs. The report provides insight into vendor size, functionality, geography, and vertical market focus.

Report 40

Report CRM Roadmap Consulting 40

NICE inContact

AUGUST 20, 2019

What functionality do I need beyond the basics of ACD , IVR and reporting ? What CRM and other business systems do I need to integrate with? The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog. Why go “cloud” or stay with an on-premises system?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

What functionality do I need beyond the basics of ACD , IVR and reporting ? What CRM and other business systems do I need to integrate with? The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog. Why go “cloud” or stay with an on-premises system?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

ShepHyken

NOVEMBER 29, 2019

According to a Salesforce’s connected shopper report , 79 percent of shoppers research a brand online before making a purchase in the store. CRM tools are increasingly incorporating social media into their customer support modules. So, what part does technology play in this? This effect is more pronounced than ever.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

ViiBE Blog

JANUARY 25, 2021

Simply put, Zendesk is a CRM catch-all. From start-ups to multinational corporations, Zendesk is there to provide top-tier CRM support software. ViiBE’s technology and Zendesk’s CRM platform work harmoniously to create a dynamic CRM + video call tech suite. Introduction to Zendesk. ViiBE’s Zendesk video call integration.

CRM 52

CRM Video Case Study Net Promoter Score 52

NetBase

NOVEMBER 8, 2019

We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below! There are both structured and unstructured sources to consider , from social channels, review sites, blogs, forums and news – to surveys, CRM intel and other proprietary data captures.

Report 45

Report Sales Brands Analytics 45

Service Untitled

SEPTEMBER 13, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives American consumers report downward trends in customer service satisfaction Cheryl September 13, 2010 Customer Satisfaction , Customer Service No Comments Empathica Inc.,

Report 43

Report Consumers Survey Customer Satisfaction 43

ChurnZero

MARCH 9, 2023

nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

SurveySparrow

FEBRUARY 18, 2024

Reporting and Analysis Gain actionable insights with the full out-of-the-box reporting suite and real-time mission control dashboard. Personalizable ribbon reporting, CSAT & NPS trend analysis, and geolocation of responses empower informed decision-making. Plus, users on G2 praise their dashboard and easy-to-access reports.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52