NobelBiz

JULY 25, 2023

From phone calls to live chats, and emails to social media interactions, these multifaceted channels paint a vivid picture of customer needs, preferences, and sentiments. Social Media : Customers today take to platforms like Twitter, Facebook, and LinkedIn to voice concerns, appreciation, or feedback.

Interaction 98

Interaction Analytics Call Center Contact Center 98

ECXO

MARCH 24, 2024

It can process information about a customer’s past purchases, browsing history, and even social media activity. 5. Social Media Engagement: Metrics like likes, shares, comments, and mentions on social media platforms provide insights into customers’ preferences, brand sentiment, and engagement levels.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

NobelBiz

MARCH 15, 2021

Customers are now using voice, social media, and other channels to communicate, get information, complain and compare. Even more, your agent can simply click on the phone number in the CRM customer record and automatically trigger the dialing system. But what are the methods of CRM integration?

CRM 52

CRM Contact Center Call Center Solutions Call Recording 52

LiveChat

OCTOBER 24, 2016

Today’s consumers interact with companies through several channels including but not limited to website, email, phones, brick and mortar stores, contact centers, kiosks, and social media. An omnichannel presence and marketing directly affects customer retention. 5: Boost employee empathy. 6: Get creative, be unique, think disruptive.

Loyalty 28

Loyalty Omni-Channel Customer Retention Poor Customer Service 28