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. Contact centers can no longer be viewed simply as cost centers. Build on existing architecture.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

ShepHyken

JULY 12, 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. My Comment: Customer service is changing as digital and self-service options to get questions answered and problems resolved to become more popular. (The Why would customers stay loyal to brands that are slow or can’t offer help?

Customer Service 126

Customer Service Self Service Retail Entertainment 126

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. However, performance varied.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. retailers – against just 58% in the UK.

Retail 48

Retail Self Service Customer Experience Social Media 48

NICE inContact

JUNE 11, 2019

It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. 2) Online Retailers. Our clients include telcos, banks, and online retailers.

Industry 136

Industry Self Service Customer Service Banking 136

TechSee

OCTOBER 29, 2019

Yes, it allowed customers to avoid checkout lines, but it seems the company failed to consider the significance of customer effort. Other retailers have taken note and are creating self-service experiences that are virtually effortless. Step 3: Choose the right engagement channels. Turns out this was too much work.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Eptica

DECEMBER 9, 2015

Author: Anne-Merete Jensen We’re now into the busiest time of year for retail , with contact centers facing huge volumes of incoming queries from consumers on the phone, email, Twitter , Facebook and chat channels. No wonder that 10% of pending interactions can be ‘chaser’ emails or social media messages.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Eptica

DECEMBER 1, 2015

Given these challenges, how are they coping with becoming more customer centric? retailers uncovered a mixed picture. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Eptica

SEPTEMBER 18, 2015

A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers , from the largest to the smallest. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS).

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Customers That Stick

DECEMBER 15, 2014

of respondents said they have “felt sorry” for retail workers who work on holidays. It very well could be a variation of the classic customer service dilemma: it is easy to see the cost savings from cutting customer service functions; it is less easy to see the long term economic impact of bad customer service.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Eptica

JANUARY 8, 2016

Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015. With over $4.45

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

JANUARY 22, 2016

While the general trend shows a decline in customer service, the Index, which tracks customer satisfaction for over than 330 companies in 43 industries based on interviews with 70,000 customers, did highlight some sectors where there were positive gains. The United Kingdom – customer service recovery?

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Eptica

SEPTEMBER 10, 2015

In an extremely competitive market, with complicated products, fail to deliver the right answers and customers will simply buy from a rival – probably after complaining about the experience on social media or to family and friends. In comparison, consumer electronics retailers answered 80% of queries.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

FEBRUARY 5, 2016

For example, 64% of consumers want a response to their tweets within 60 minutes, yet Eptica research found that the average time to reply by leading retailers was 1 day and 7 hours. While they are at home online and on social media, they pick the channel that best meets their current needs. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

CSM Magazine

JANUARY 27, 2021

Providing a great customer experience has never been more important than it is today. Kyle Cox, CEO of Blindster, the nation’s largest online window treatment retailer leads the way. According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

Eptica

AUGUST 5, 2016

Online only retailers, streaming video businesses and wireless service providers all beat their traditional competitors when it came to CX scores. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Team HGS

SEPTEMBER 30, 2019

Speaking of CX—this October 1 is CX Day—a calendar date dedicated to celebrating the professionals and companies that make great customer experiences happen. So this is perfect timing for a blog about how contact centers play an essential role in brand storytelling. Take, for example, the CX channel of social media.

Brands 40

Brands Social Media Contact Center Healthcare 40

Eptica

FEBRUARY 9, 2016

Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. In some sectors (such as retail), email makes up 30% of customer service interactions. Failing to respond quickly on email has two major impacts on a company.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JANUARY 29, 2016

And, of course, the opportunity for guests to share their experiences more widely through social media and review sites has skyrocketed. The same principle should be applied within the contact center – break down barriers between departmental silos and focus on how you can integrate across the customer journey.

Hotels 48

Hotels Customer Service Social Media Travel 48

ProProfs Chat

MAY 6, 2020

Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Eptica

JANUARY 6, 2016

Looking through the posts that had the most readers truly shows the diversity of the industry, with subjects ranging from robots and retail, to insurance and the Internet of Things. The post covered three areas – immediacy, mirroring and linguistics – that can help agents build empathy and therefore strengthen engagement.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

DECEMBER 16, 2015

At the same time answers will need to be consistent, across every demographic, so make sure you have a centralized knowledge base in place to share information across your contact center agents and channels. This helps increase efficiency while building stronger relationships with consumers, driving greater loyalty.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Eptica

JUNE 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). One had significantly higher customer experience scores than the other, and this correlated with higher revenues in four out of five sectors.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

NOVEMBER 27, 2015

This means that most time spent on mobile phones flows through big brands such as Amazon, Google, Apple and Facebook, with banks, retailers and travel apps only taking 10-15%. Forrester found that 84% of time per month is spent on five or fewer apps, a concentration it expects to continue. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Eptica

APRIL 26, 2016

No French electronics retailers replied to email, yet 90% of their counterparts in the UK did. Social media a strong focus Both in the UK and France, social media has grown rapidly and is increasingly a key channel for customer service. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. . • The Internet of Things Improves Customer Experience in Retail Supply Chain. • Halo Uses Xively’s Internet of Things Platform to Redefine Safety Devices. • Customer Experience IOT in the Automotive Industry-Upcoming. **.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Eptica

SEPTEMBER 21, 2016

From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models. They want to be able to make contact online, through email and social media, and receive fast, helpful responses to their queries. Published on: September 21, 2016.

Insurance 48

Insurance Self Service Transportation Policies 48

eGain Blogs

MARCH 15, 2020

Consumers are themselves less inclined to go to public places, including retail stores and banks, to avoid getting infected. The answer here is to accelerate your digital customer service and engagement strategy, whether it involves messaging, chat, cobrowsing, email, social, or self-service. Double down on digital.

Customer Experience 52

Customer Experience Chatbots Omni-Channel Self Service 52

TechSee

OCTOBER 23, 2018

AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior. AI uses interaction history to develop a specific profile of each customer, allowing them to deliver high levels of personalization in customer engagement.

Tools 157

Tools Customer Service Chatbots How To 157

Wootric CX Blog

SEPTEMBER 17, 2020

In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience.

Customer Experience 71

Customer Experience Leadership Course Consumers 71

Kustomer

FEBRUARY 4, 2020

You might be familiar with social media playing a role in customer service, but in 2020 expect that trend to get much bigger. Social media channels like Instagram will lead the way, adding new and more convenient ways for customers to interact with agents on the channels where they spend the most time.

Trends 59

Trends Self Service Customer Service Omni-Channel 59

Eptica

OCTOBER 16, 2015

The majority of brands in the study were local to France, Germany or the UK, but Amazon was the highest online-only retailer in each of the three countries. Customers judge you against the service they receive from leaders in other sectors too. Pay-TV companies and ISPs were the lowest ranked sector. Share this page on: Tweet.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Eptica

AUGUST 24, 2016

Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Customers expect the same slick and seamless service from their bank or utility as they receive from an online retailer, and have little tolerance if they don’t get it.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. This shows the company’s commitment to understanding customers, engaging with them and prioritizing those important one-to-one interactions in real time.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

ViiBE Blog

JULY 30, 2021

What is a contact center? Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center?

Contact Center 52

Contact Center Self Service Call Center Transportation 52