Brandwatch CX

JANUARY 10, 2024

One way in which Brandwatch is head and shoulders above other social media monitoring tools is that it allows users to carefully customise their queries using Boolean operators, affording almost unlimited control over what can be searched for. This can be great for categorising and segmenting your data.

Social Media 52

Social Media Sales Customer Service Customer Care 52

InMoment XI

OCTOBER 5, 2023

That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and works for your customers.

Contact Center 486

Contact Center Self Service How To Call Center 486

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding.

Social Media 56

Social Media Survey Marketing Analytics 56

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. What is social media customer service?

Social Media 52

Social Media Customer Service Call Center B2C 52

Comm100

SEPTEMBER 1, 2016

Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Look at them as an opportunity to build on your customer relationships.

Social Media 112

Social Media Brands Course Customer Care 112

NetBase

JULY 25, 2019

Benchmarking data is always useful to sort that out. Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts.

Social Media 65

Social Media Report Survey Marketing 65

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

NetBase

OCTOBER 8, 2019

Every brand could stand to do better on social – and not just from a social marketing standpoint. Each company can be found somewhere on the social media maturity spectrum and its sophistication (or lack thereof) comes with different challenges and opportunities. Social media continues to grow in importance.

Social Media 57

Social Media Marketing Report Brands 57

NetBase

NOVEMBER 28, 2018

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Here’s an overview of what we’ll cover. Brand Analysis Report.

Social Media 54

Social Media Report Analysis Analytics 54

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. AI analytics offers brands the precise insight they need to inform campaigns and competitor comparisons, and future social media marketing efforts too. Customer care. A preview of its findings follow. And they’re right.

Social Media 53

Social Media Report Survey Marketing 53

transcosmos Information Systems

SEPTEMBER 5, 2018

But despite this new shopping behaviour, the old word-of-mouth method still lives on albeit taking a more modern approach: through the continuously evolving world of social media. Now, social media has turned into a place for business, too. Know where your customers are. billion active users with 1.47

Social Media 69

Social Media e-support Customer Service Strategies Customers 69

Magellan Solutions

FEBRUARY 10, 2016

Any business worth its salt will have some degree of social media presence. The ubiquity of social media and the role it plays in the day-to-day lives of customers make it a powerful tool for social media customer service. Know where your target audience and customers are most active.

Social Media 73

Social Media Customer Service Entertainment Case Study 73

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

NetBase

JANUARY 15, 2019

If you’re constantly looking at social insights – and you should be – is it really important to perform a social media audit ? The social analytics you look at in the day to day are likely real-time insights. These are the questions a social audit answers. Customer Care. Big Picture Check-in.

Social Media 53

Social Media Brands Analytics Consumers 53

Ann Michaels and Associates

AUGUST 15, 2018

With the explosion of social media, customer service is more important than ever and businesses are taking steps to create memorable “customer experiences”. Social media has put the power back in the hands of the customers and given them a voice to share their experiences. Walk a Mile in their Shoes.

Social Media 40

Social Media Customer Experience Advertising Customer Centricity 40

Avaya

MARCH 19, 2019

It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. According to the survey, social is one of the first touchpoints for customer care, with customers more likely to contact brand social media channels before picking up the phone.

Social Media 45

Social Media Poor Customer Service Customer Care Trends 45

BlueOcean

OCTOBER 4, 2023

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. ICMI data shows that 66% of agents get frustrated when faced with language barriers. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care Omni-Channel Competitive Advantage Analysis 52

NetBase

MARCH 7, 2019

For Taco Bell’s international arm, it’s crucial to know what customers care about before launching in a new market. And it’s because they identify what each regional audience cares about and bring it to life through the Taco Bell brand. That’s how Hotwire uses social listening. Is social listening worth the investment?

Social Media 45

Social Media Banking Brands Entertainment 45

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that! But many are up for the challenge thanks to social analytics.

Social Media 40

Social Media Strategy Marketing Analytics 40

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that! But many are up for the challenge thanks to social analytics.

Social Media 40

Social Media Strategy Marketing Analytics 40

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. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media Omni-Channel Company Self Service 40

WorkOutLoud

FEBRUARY 15, 2018

Your social media team works hard. These are just a handful of the channels that keep your social team busy. This article is going to discuss 3 ways the addition of a private, online customer community can help boost your brand, provide some focus for your social team, and make life easier for your customers.

Social Media 40

Social Media Strategy Conference B2C 40

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

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

Upstream Works

JULY 17, 2019

And we can simply hop onto social media to review honest feedback from real customers about a brand before we commit to spending our hard-earned dollars with them. You can truly anticipate the customer’s need by properly leveraging the data you have available to you. Take social media as an example.

Customer Care 60

Customer Care Contact Center Contact Center Software Omni-Channel 60

NICE inContact

AUGUST 27, 2019

Contact center agents who know more about each customer can be more engaged and more personal, which is exactly the experience that today’s digital customers demand. Using first names is a first step, but good CRM data gives agents multiple opportunities to connect with customers based on their previous brand interactions.

Connections 149

Connections Tips Social Media Multi-Channel 149

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. OTRS surveyed 500 global customer service leaders to find out if and how they are supporting their business’ revenue goals.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel Trends Customer Care Retail 156

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

JUNE 27, 2022

Are these materials and tools easy for customers to locate and do they offer a user-friendly experience? Is it possible to provide online access to a broader range of customer data and documents (such as correspondence, contracts and meter readings as well as bills)? Better complaint handling.

Customer Care 52

Customer Care Self Service Resources Social Media 52

Grade.us

NOVEMBER 2, 2018

Social media's not going away any time soon. 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 Biz. Ignite Social Media.

Social Media 32

Social Media Resources Tools Marketing 32

NetBase

NOVEMBER 30, 2018

Here are the top ten reasons our customers shared for switching to NetBase from other brands. Data Quality and Reporting Abilities. With so much riding on what customers are saying about your brand, you need high quality data for decision-making. Those making brand strategy decisions need easy access to this data as well.

Social Media 40

Social Media Analytics Analysis Tools 40