Kayako

MAY 13, 2022

Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. White papers.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Comm100

APRIL 6, 2020

Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. ‘Omnichannel’, on the other hand, blends these channels with one another and manages them all from a single, unified console.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Social Media 130

Social Media Customer Service Customer Care Feedback 130

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Have Customers Switch Channels. Takeaway: Be careful what you hashtag. Forget to Watch out for Trolls, Hackers, and Rogue Employees.

Social Media 156

Social Media Examples Customer Service Tips 156

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. Click here.

Government 40

Government Customer Service Self Service Customer Centricity 40

LiveChat

NOVEMBER 16, 2018

Amazon being Amazon, it’s even launched its own browser extension called Amazon Assistant (not to be confused with Alexa) that helps users manage their orders quickly, compare products, get notified about deals on products they care about, and more. No one ever said that having a customer care number was a necessity to run a business!

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed? Follow the money.

Strategy 48

Strategy Customer Experience How To ROI 48