Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Over the course of the past year, we’ve dedicated a blog post to each of these CX game changers. Trend 10: Digital Assistance—Voice Search. Here, we dissect CX Trend No.10:

Trends 52

Trends Self Service Effort Score Social Media 52

Qualtrics

MARCH 2, 2021

The accessibility of the internet and the increasing number of social media sites and review services mean that more and more people are connected. We don't just write white papers. We course correct. It’s harder to respond to the negative comments, but remember on social media every interaction is public.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

NobelBiz

FEBRUARY 13, 2024

Whether it’s providing critical information, correcting course during a call, or offering words of encouragement, call whispering by NobelBiz ensures that agents are never alone in their efforts to deliver outstanding service.

Call Center 59

Call Center Self Service Software Contact Center 59

ProProfs Chat

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. Boosts Customer Service & Loyalty. In the U.S.,

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Vonage

OCTOBER 2, 2017

The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. Just because someone is good at social media doesn’t mean they know the first thing about how to treat your customers.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Vonage

SEPTEMBER 21, 2017

The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. Just because someone is good at social media doesn’t mean they know the first thing about how to treat your customers.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Comm100

FEBRUARY 19, 2020

An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. When a customer uses social platforms to publicly shame your brand, you must take immediate action to remedy the situation. Your Business Partners.

Company 162

Company B2C Social Media e-support 162

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. Free Download: Customer Engagement 2020 White Paper. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

FEBRUARY 19, 2020

An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. When a customer uses social platforms to publicly shame your brand, you must take immediate action to remedy the situation. Free Download: Never Miss a VIP White Paper.

Company 100

Company B2C Social Media e-support 100

SmartKarrot

JUNE 11, 2020

Credits to social media and instant communication. And of course, we have all gone down that road. Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment.

How To 11

How To Comparison Wireless Fashion 11

Grade.us

AUGUST 19, 2019

I worked on this idea and did a White Paper with them about SEO. Instead, you look at all of the different search results, like the social media and the reviews and all that. On social media, on websites, on articles, on the telly, a flier, whatever it might be. Raney: Of course! People usually don't.

Video 29

Video Social Media Brands Comparison 29

Beyond Philosophy

SEPTEMBER 13, 2016

To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before. Organizations will need to move past the fear of change and experimentation which social media represents to many C-suite executives. This is true, of course, in both b2b and b2c environments.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Michel Falcon Experience

MARCH 7, 2023

Now, you try to make the best guess possible, of course, but there are some things that I’ve learned that are very… They increase the likelihood that you make the best guess possible. For now, if you are active on any social media platform, search my name, first and last name, you’ll find me. I make mistakes.

Culture 60

Culture Course Company Study 60

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Amity

FEBRUARY 10, 2017

The speed of the internet and the hyperactivity of social media generates enormous pressure on marketing organizations to listen more, react sooner, anticipate earlier, and stand out from the crowd in the messages they convey. This approach meshes well with the transformation that is being forced on the marketing industry today.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Bold360

NOVEMBER 30, 2016

Chat bots, often referred to simply as “bots,” are designed to mimic interaction with an actual human – without, of course, an actual human participating in the interaction from the other side. These bots, of course, are far more basic than the advanced, intelligent bots required to power customer support chat for a large enterprise.

Chatbots 40

Chatbots Strategy Self Service ROI 40