Magellan Solutions

AUGUST 4, 2021

They have difficulties identifying which channels they should focus on and which technology is best to implement. We do this by putting together a good business case. In terms of implementing new technology to support new channels, we recommend first is to determine what you need in the short and long term.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

Gainsight

MAY 8, 2019

The only advice I can give is: read the reviews , read the comparisons , read the case studies , and demo everything. Customer Effort Surveys. Multi-Question Surveys. Gainsight PX lets you engage users in multiple channels. Sure, it sounds like work. But you know what’s worse than spending time on demo calls?

NPS 49

NPS Analysis Survey Software 49

Chattermill

MAY 12, 2019

Pennington doesn’t dive into things like cross-channel alignment or journey mapping. Instead, he focuses on getting companies to see CX as a company-wide effort, not the exclusive domain of the call center rep or the salesperson. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0,

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Totango

AUGUST 11, 2022

The wide variety of channels involved in SaaS customer exchanges and the multi-faceted levels of decision-makers who may be involved make digital client interactions and relationships highly complex. Showcase client case studies. One application of this strategy is using the communication channels your customers prefer.

Tips 106

Tips How To Customer Journeys Net Promoter Score 106

RapportBoost

DECEMBER 10, 2018

So, on the webinar today we are going to go over a few industry trends, at present two-third of contact centers are multi-channel and one-six are Omni-channel, where does your company fit in? Multi-channel usually includes voice, email, chat, SMS and even fax interactions. Why does this matter to us?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Comm100

FEBRUARY 7, 2018

Does the vendor have case studies of companies like yours who’ve used their software? Will your organization have a low-effort experience when implementing this engagement tool? Will the vendor support integrations with your current channels? Does the vendor have a reputation as a quality provider?

Software 103

Software Customer Engagement Engagement Social Media 103

CSM Practice

MARCH 13, 2020

Single-threaded relationships create a single point of failure and if the executive sponsor leaves, all preliminary advocacy efforts have to be done all over again. At the early stages, you can improve your client’s loyalty to your solution through testimonials, case studies, “aha” moments, and a differentiated customer benefit.

Multi-Channel 82

Multi-Channel Effort Score Customer Success Customers 82

Kustomer

FEBRUARY 19, 2024

It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites. Freshdesk Overview Freshdesk , a flagship product of Freshworks Inc.,

Self Service 52

Self Service Software Knowledge Base Social Media 52

Bold360

DECEMBER 1, 2016

With a focus on digital marketing, he is passionate about helping small businesses grow and achieve a positive ROI from all their marketing efforts using common-sense marketing and modern tools. Josh Rubin is the owner of Creative California , in Sacramento CA. She currently acts as the Managing Partner and Co-Founder of Konvergent LLC.

Software 40

Software Customer Experience Company CRM 40

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. What Channel Should You Use to Collect the Voice of the Customer? Paper (still… in some cases).

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40