ViiBE Blog

JANUARY 25, 2021

Simply put, Zendesk is a CRM catch-all. From start-ups to multinational corporations, Zendesk is there to provide top-tier CRM support software. ViiBE’s technology and Zendesk’s CRM platform work harmoniously to create a dynamic CRM + video call tech suite. Case study: Decathlon. Case study: Daikin.

CRM 52

CRM Video Case Study Net Promoter Score 52

CloudCherry

DECEMBER 1, 2018

In a recent study of 1000 consumers, Customer Thermometer found that 70% of people have abandoned a survey before completing it, 45% of customers tend to ignore requests for feedback. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. In fact, only 9% of customers answer thoughtfully.

CEM 186

CEM CRM ROI Survey 186

CloudCherry

NOVEMBER 13, 2018

In a recent study of 1000 consumers, Customer Thermometer found that 70% of people have abandoned a survey before completing it, 45% of customers tend to ignore requests for feedback. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. In fact, only 9% of customers answer thoughtfully.

CEM 170

CEM CRM ROI Survey 170

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Oracle

JANUARY 11, 2021

We also dig into something that’s either the Achilles heel or competitive advantage for sales teams: CRM. He’s been writing about the world of CRM and sales for nearly two decades, including new research featured in this episode. Gosek asked, “Are conventional CRM systems keeping up with today’s digital selling?”

CRM 55

CRM Sales System Competitive Advantage 55

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. No wonder Forrester’s State of Customer Experience study revealed that while 90% of executives believe customer experience is essential to their company’s strategy, 86% don’t expect to see much value from it. 4) Drive ROI through value-chain thinking.

ROI 54

ROI Feedback Survey Financial 54

ClearAction

JULY 20, 2023

Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. When executives ask for proof of ROI, there is a risk of losing funding — or losing a lot more than that. On the consultant side, fast-paced change in tech makes fascinating studies to sell.

Technology 62

Technology Customer Success Consulting ROI 62

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me. Let’s investigate each of these ideas further.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. It’s worth noting that if a help desk cuts costs but drives customers away through lower quality, you’ll see decreasing ROI.). Let’s look at five ways that investing in help desk software can save that revenue and increase your customer support team’s ROI.

ROI 40

ROI Self Service Software Return on Investment 40

TechSee

DECEMBER 11, 2018

To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. However, aside from short term ROI, improving your call center customer experience strategy requires careful consideration for the long term as well. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . And for good reason. But don’t stop there!

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Kayako

JULY 31, 2019

You don’t need any expensive integrations to get it to work with your CRM. The software and infrastructure is part of your live chat widget and all you need is your CRM to easily push leads to your sales team. Most companies get an ROI within weeks of adding live chat to their websites. Improved Customer Experiences.

Sales 161

Sales Marketing Net Promoter Score Consumers 161

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support. Reduced costs: Maintaining and running legacy, on-premise infrastructure is very expensive.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. How does your solution integrate with workforce management systems and CRM platforms?

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. How does your solution integrate with workforce management systems and CRM platforms?

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. A strategy to meet the social customer care goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45

Comm100

OCTOBER 30, 2020

Maybe you even calculated the ROI your specific company can generate by using chatbots. You can integrate the bot with your brand’s own app, as well your CRM system, your scheduling tools and your data and inventory management tools. Chatbot ROI Calculator. ROI Calculator. You’ve read it before.

Chatbots 147

Chatbots Technology Social Media ROI 147

Comm100

JANUARY 29, 2021

Maybe you even calculated the ROI your specific company can generate by using chatbots. You can integrate the bot with your brand’s own app, as well your CRM system, your scheduling tools and your data and inventory management tools. Chatbot ROI Calculator. ROI Calculator. You’ve read it before.

Chatbots 131

Chatbots Technology Social Media ROI 131

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Studies show that loyal customers are significantly more valuable than new ones – they spend 31% more , and even a small increase in retention can have a massive impact on your bottom line.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Studies show that loyal customers are significantly more valuable than new ones – they spend 31% more , and even a small increase in retention can have a massive impact on your bottom line.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Studies show that loyal customers are significantly more valuable than new ones – they spend 31% more , and even a small increase in retention can have a massive impact on your bottom line.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Optimove

JUNE 30, 2022

One of the biggest misconceptions about futures studies is that futurists are in the business of prediction. While we can’t call ourselves futurists just yet, this is pretty much what Optimove has done in the CRM marketing space. How can marketers lead their companies through online advertising’s ROI crisis?

Marketing 52

Marketing Fashion Return on Investment ROI 52

BlueOcean

AUGUST 27, 2020

Even before the pandemic, this new client was anxious about switching over from the same outsourcer they’d had for years while concurrently launching a new CRM. And they’ll have the stories, case studies, and referrals to underscore their commitment to this type of partnership.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

Natalie Petouhof

MAY 11, 2016

crm, customer experience). • Safety and Privacy – Strategies to secure sensitive data (blockchain, digital identity, authentication). • Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. If you are doing something really interesting, make sure to send in your case study!

Case Study 40

Case Study Study Innovation Leadership 40

Gainsight

MARCH 15, 2024

Own Your Community Platform According to Robin Van Lieshout, Chief Strategy Officer, Gainsight , “You want to connect all the data coming from your community efforts to your own systems—integrate it in your CS tool, in your CRM system, in your data warehouse—and that’s only possible if you really own the platform.”

Self Service 52

Self Service Sports Case Study Resources 52

TechSee

DECEMBER 9, 2020

When an agent has to log in to the ticketing system, the CRM system, and then the payment system, it takes longer for him to do his job, negatively affecting operational efficiency as well as customer satisfaction.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

CustomerSuccessBox

JUNE 20, 2022

To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Also referred to as the Multi-channel support, Success CRM, and Adoption Tool Phase. Customer success effort is a complex function. Improve user onboarding. Growth Stage SaaS.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

CloudCherry

FEBRUARY 3, 2019

In 2018 Sirius Decisions ran a study that showed 54% of companies say their biggest challenge to data-driven marketing success is the lack of data quality and completeness. Analyze the ROI of a campaign based on the correlation between. The simple answer is you can’t back-track data, you have to start now. The proof is in the pudding.

NPS 150

NPS Survey Marketing Customer Journeys 150

Comm100

JANUARY 21, 2021

The best live chat software will be able to integrate with the company’s customer relationship management (CRM) system so the live chat agent can easily access the visitor’s details, helping them to provide more personalized service. A study by Forrester Research found that live chat customer service is 17-30% cheaper than phone support.

Video 246

Video Social Media Software Knowledge Base 246

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. CEX #CRM #CustomerSatisfaction Click To Tweet. CEX #CRM #Customer Click To Tweet. Is this your case? The Current Situation with Data. Find out more in this other excellent article on Forbes.

Technology 194

Technology Analysis Data Consumers 194

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. It’s true that companies do recognise all the threats detailed in the earlier mentioned study, and while startups flourish in every industry, the mastodons of commerce are slow to change, hence the need for GDPR.

Data 206

Data Retail Analysis Analytics 206

Bob Hayes

SEPTEMBER 11, 2017

Our Study Says You Should. likelihood to recommend, buy again) in surveys artificially inflates the correlation between satisfaction with the customer experience and loyalty , adversely impacting ROI calculations of CX improvement initiatives. Consider CRM systems, 3rd party applications (i.e., The use of loyalty questions (e.g.,

Survey 101

Survey How To Analytics Loyalty 101

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming. • ROI of Social Customer Service- Upcoming. •

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

ViiBE Blog

FEBRUARY 28, 2022

Therefore, CRM specialists have to be empowered with tools that would provide rapid solutions and increase customer satisfaction. Studies show that live chat support provides a customer satisfaction rate of 92%. Live chat tools powered by co-browsing can serve as a great way out. What are the benefits of a live chat?

CRM 52

CRM First Call Resolution ROI Return on Investment 52

GetFeedback

SEPTEMBER 27, 2018

Artificial intelligence (AI) is being used within different components of retail such as logistics and delivery, manufacturing, payment services, and CRM. AI helps companies grow by assisting with customer engagement and management, as well as improving ROI. To grow and improve your customer experience, start with the feedback.

Omni-Channel 170

Omni-Channel Retail Customer Experience Touchpoint 170

ViiBE Blog

FEBRUARY 28, 2022

Therefore, CRM specialists have to be empowered with tools that would provide rapid solutions and increase customer satisfaction. Studies show that live chat support provides a customer satisfaction rate of 92%. Live chat tools powered by co-browsing can serve as a great way out. What are the benefits of a live chat?

e-support 52

e-support CRM ROI First Call Resolution 52

Alida

JANUARY 19, 2017

Studies show that clothing brands haven’t historically done a good job of creating a lasting emotional connection with consumers. No matter how innovative offline retail tactics may seem, ROI is hardly guaranteed. Providing unique in-store experiences could help activewear labels better differentiate their brands.

Retail 100

Retail Apparel ROI Loyalty Programs 100