NobelBiz

JANUARY 17, 2022

While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels. The average call handling time (AHT) is also one of the oldest and most important key performance indicators (KPI) for contact center performances.

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

Kustomer

JULY 29, 2021

E-Commerce for the Social World. So, yeah, as Gabe mentioned, I run Growth and Demand Marketing here at Kustomer, but you know, I also run a household and some community groups and I like to think I run the lives of two busy teenagers. The line between social media, mobile commerce, and e-commerce, it’s increasingly blurred.

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98

Ecrion

SEPTEMBER 23, 2020

In today’s world — thanks especially to the meteoric rise of e-commerce and e-retail shops — customer service needs to be constant. 60% of them define “immediate” as a 10-minute-or-less waiting time. 33% of customers feel most frustrated when they have to wait on hold. Meeting consumer expectations is a challenge.

Infographics 105

Infographics Self Service Customer Service Social Media 105

Toonimo

JANUARY 5, 2017

The end goal is to support our customers and offer them the ultimate user experience. Instead of calling a support center you may be directed to a computer and lament your misfortune. Routine support center experiences are easily clarified and resolved. Customer Self-Service with Chatbots. Enter chatbots.

Innovation 40

Innovation Technology Customer Experience e-support 40

Kustomer

NOVEMBER 1, 2021

Social commerce is a kind of e-commerce that uses online social networks to help in the buying and selling of goods and services. So, yeah, as Gabe mentioned, I run Growth and Demand Marketing here at Kustomer, but you know, I also run a household and some community groups and I like to think I run the lives of two busy teenagers.

Omni-Channel 52

Omni-Channel Strategy Social Media e-support 52

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. On the other hand, good customer support does the opposite—exponentially. What is Customer Support?

Self Service 52

Self Service Social Media e-support Knowledge Base 52

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. 99% of customers now believe that companies need to improve their service and support. In 2021, this meant that 48% of organizations diversified the digital channels they support.

Tools 195

Tools Customer Service Tips Omni-Channel 195

Kustomer

SEPTEMBER 16, 2021

Dealing with a huge uptick in applicants, Evan’s team found great success by implementing an automated chatbot that answered any questions they might have. We had three to four-hour wait times on my very first day. So think about, we have about, a small group. Sometimes you know exactly why it’s happening.

Company 91

Company Training e-support Technology 91

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. One way to do this is by adding single-page or one-click checkouts to your e-commerce website.

Tips 136

Tips Self Service e-support Social Media 136