Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

Grade.us

NOVEMBER 2, 2018

Social media's not going away any time soon. Here are this year's best resources for helping you stay on top of the changes. 2018's Best Social Media Marketing Blogs. These blogs are consistent providers of top-notch social media content. Social Media Explorer. Social Media Today.

Social Media 32

Social Media Resources Tools Marketing 32

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. The best way to do this is to use a good social media service and online reputation management platform. Tiffany and Co.

Social Media 40

Social Media Omni-Channel Company Self Service 40

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance. To be social is to be connected. Here are my top five picks from last week.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

Provide Support

SEPTEMBER 22, 2015

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand.

Social Media 40

Social Media Infographics Customer Service e-support 40

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Established only 10 years ago in Motherwell, Scotland, Ascensos has expanded its operations significantly and is today a leading European contact centre outsourcer in consumer retail.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

Kustomer

JANUARY 7, 2022

The same report finds that 43% of consumers are expecting fast and free shipping. Furthermore, 70% of consumers expect the curbside pickups or pay in-store with home delivery options facilitated through self-service expected. 7 Customer Self-Service Examples. Delivering the Full Package.

Self Service 98

Self Service Social Media How To Chatbots 98

TechSee

DECEMBER 31, 2019

Customer data can be tapped to help businesses deliver superior overall experience as well as service and support. According to Accenture, 75% of consumers are more likely to buy from a company that knows their name and purchase history. Reaching customers through social media. Voice will be king.

Trends 136

Trends Customer Service Self Service Contact Center 136

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? While an excellent concept for customers, it is also appropriate for the colleagues you work with. Here are my top five picks from last week. by Athina Mallis.

Social Media 97

Social Media Customer Service Customer Care Insurance 97

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

BlueOcean

MAY 23, 2017

Today’s self-serve or Tier 0 customer service is heavily focused on customer satisfaction, and as a result, the technology has become increasingly elegant, better integrated, and – most importantly – more user-friendly. From there, they will turn to social media, FAQs, public forums, and live chat before they pick up the phone.

Omni-Channel 228

Omni-Channel Customer Service Customer Journeys Call Center 228

NobelBiz

FEBRUARY 22, 2023

Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers. Customer loyalty can be increased by providing excellent customer service.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers. Customer loyalty can be increased by providing excellent customer service.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Include ratings and reviews on product pages to guide potential customers.

Brands 52

Brands Case Study Social Media Feedback 52

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Comm100

AUGUST 24, 2016

We all want our customers to be happy with our products and services. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Comm100

JUNE 25, 2020

Now, as racial relations dominate the news, many companies may feel the need to reassure their consumer base that they are on the right side of history. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. It’s easy to resort to hyperbole in your customer service messages.

Customer Service 130

Customer Service Social Media Policies Consumers 130

Kustomer

MAY 13, 2020

Consumer expectations are changing daily, and technology has a lot to do with this. The digital age has made customers expect instant gratification; when technology makes just about any informationavailable at the click of a button, more and more people are turning to their devices for answers. Be Responsive on Social Media.

Self Service 52

Self Service Trends Customer Service Social Media 52

SurveySensum

OCTOBER 13, 2023

It’s about increasing efficiency, reducing errors, and allowing human resources to focus on tasks that require a personal touch. In the context of customer experience, automation takes on an even more significant role. However, manually collecting and analyzing this feedback can be time-consuming and prone to errors.

Customer Experience 52

Customer Experience Chatbots Customer Satisfaction Feedback 52

Helen Dewdney

NOVEMBER 12, 2020

If in doubt, ask a colleague then ask the customer, never ever assume. 4) Social media. Twitter and other Social media streams may be good to communicate with customers but give the staff the tools to be able to do the job properly. Remember the power of social media. Know Your Customer.

Tips 79

Tips Social Media Management Feedback 79

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Want to Build Customer Loyalty? COLLOQUY) The devices are consumers’ constant companion. Here are my top five picks from last week.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

delighted

MARCH 9, 2021

Companies and researchers collect data year-over-year that support the need for a dedicated customer service strategy: 90% of customers find customer service important when choosing a brand. 78% of customers are likely to forgive a business for a mistake if they were provided exceptional customer service.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Retently

AUGUST 15, 2018

There are plenty of numerous examples of excellent customer service being provided by top companies. As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products.

Examples 106

Examples Customer Service Social Media Exceptional Customer Service 106

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. Modern customers want their questions and concerns handled quickly and efficiently. With the appropriate resources readily available, customers have no problem seeking and finding the information they desire independently.

Self Service 40

Self Service Trends Customer Service Social Media 40

Magellan Solutions

SEPTEMBER 6, 2022

Today, there are several resources available to support and assist businesses. Whatever the motivation, outsourcing your non-core tasks could free up time and resources that you can use to expand your company. The fact that your consumer market is growing is a fantastic feeling. IS IT TIME TO OUTSOURCE YOUR BUSINESS OPERATIONS?

Social Media 75

Social Media e-support Financial Groups 75

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? It’s a brand builder.

Social Media 48

Social Media Customer Service Self Service B2C 48

NetBase

OCTOBER 1, 2019

Capturing all forms of structured and unstructured data in one place (social, surveys, digital, customer care, CRM, propriety sources), NetBase’s powerful Next Generation Artificial Intelligence (AI)-powered tool creates meaningful analyses for brands. And offers seamless integration with virtually any APIs.

Tools 40

Tools Social Media How To Analysis 40

Call Experts

OCTOBER 5, 2023

Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one. Gaining Competitive Advantage In a crowded marketplace, exceptional customer service can be a crucial differentiator. What type of customer support do you require?

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105