Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

GetFeedback

DECEMBER 26, 2018

Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Are you ready to provide fast and responsive customer care?

Self Service 275

Self Service Knowledge Base e-support Policies 275

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

Kustomer

JANUARY 7, 2022

Dedicated self-service software tools are powerful allies for your customer service agents. These tools and solutions are another important facet in the overall customer journey. CRM for Customer Context Chatbot Auto-Reply Email Order Status Downloadable Content Product Information Proactive Communication.

Self Service 98

Self Service Social Media How To Chatbots 98

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

Vonage

JANUARY 5, 2017

In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. Today’s customers are always on and always connected, which means they expect your business to be the same. 1 Connect with omni-channel shoppers.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

Comm100

AUGUST 24, 2016

We all want our customers to be happy with our products and services. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

BirdEye

SEPTEMBER 29, 2023

By putting the customer front and center, you can translate your product’s features into benefits customers care about. By developing specific buyer personas, such as marketing personas, you stand to gain a deeper understanding of your customers. Download our buyer personas template to get started right away!

How To 109

How To Insurance Social Media Multi-Channel 109

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

Social Media 52

Social Media Roadmap Trends Hospitality 52

SmartKarrot

SEPTEMBER 19, 2023

Each person that interacts with your customers, from the customer care representative to the social media manager, should know what is expected of them in improving customer experience. This is because each customer’s journey starts with content.

Marketing 10

Marketing Guidelines Social Media Brands 10

Comm100

APRIL 27, 2020

Routing rules can be applied across channels, saving more customers from two of the most excruciating customer pain-points: getting passed around from agent to agent before connecting with someone who is able to handle their issue, and having to repeat their story over and over again. Download Now.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

Feedbackly

OCTOBER 13, 2022

You can compare the results with the number of support cases raised with customer care. . In the post-purchase phase, you can send out an EVI® survey to know if customers are satisfied with the product or service they purchased. If the product meets the customer’s needs and is easy to use, the score is likely to be very high.

Customer Journeys 64

Customer Journeys Measurement NPS eBook 64

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 211

Customers eBook Policies Customer Service Training 211

CX Journey

MARCH 26, 2015

The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. In today’s world, the only thing that customers care about is the experience. Customers want a consistent brand experience each time they interact with your brand – and they want it across all channels.

Customer Experience 80

Customer Experience eBook Social Media Customer Experience Management 80

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 156

Social Media Examples Customer Service Tips 156

SurveySparrow

JANUARY 19, 2023

We’ll stay in touch, The Customer Care @[Your Company] #5. After focusing on responding to a feedback or sign-up form, customers would really love it if you can make them smile or laugh with your creativity. Utilize it with this particular way of messaging: Thank you for contacting us, [Customer Name]. Download Ready!

ROI 52

ROI eBook Feedback Survey 52

SurveySparrow

JANUARY 19, 2023

We’ll stay in touch, The Customer Care @[Your Company] #5. After focusing on responding to a feedback or sign-up form, customers would really love it if you can make them smile or laugh with your creativity. Utilize it with this particular way of messaging: Thank you for contacting us, [Customer Name]. Download Ready!

ROI 52

ROI eBook Feedback Survey 52

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 99

Social Media Analytics Tools Marketing 99

ReviewTrackers

JUNE 27, 2018

Google doesn’t want businesses to discourage or prohibit negative reviews or selectively solicit positive reviews from customers. A practice commonly referred to as “review-gating”, it’s normally done by sending customers a feedback or survey form — be it through email, SMS, landing pages, or social media.

Social Media 94

Social Media Effort Score Feedback Government 94

NetBase

JUNE 26, 2019

As we’ll be sharing in our upcoming Global Social Media Analytics Report , brands are directing quite a bit of budget toward their analytics tools these days – and for good reason. The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Why so much?

Social Media 56

Social Media Analytics ROI Course 56

C3Centricity

JULY 30, 2018

However, in recent years, there has been a lot of talk about the importance of employees, some even suggesting that they are more important than customers! I discussed this in detail in a post a couple of months ago, called ” Customers Care About Products & Value, Not Employees. ” What is it?

Strategy 120

Strategy Marketing How To Customer Centricity 120

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 85

Social Media Analytics Tools Marketing 85

Comm100

MAY 20, 2022

With chat routing, chats can be programmed to automatically connect customers with specific agents or teams based on their region, customer status, agent skillset, and more. Like security, privacy is an imperative for customer trust. Download: Live Chat Benchmark Report 2022. Download the report. Integrations.

Software 194

Software Wait Times Multi-Channel Consumers 194

NetBase

NOVEMBER 21, 2018

Download the full report for more specifics on new ideas worth exploring. So download the NetBase 2018 Social Intelligence Report: Hotels now – so you can start strategizing for 2019. And reach out to see a demo of our social intelligence tools in action. Related Articles: 2019 Social Media Marketing Predictions.

Hospitality 43

Hospitality Industry Hotels Social Media 43

Comm100

DECEMBER 1, 2017

Agents that are happier can better care for customers, inspiring loyalty through quality service. Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). Recommended for you : Missing Customer Feedback? Email (54%).

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Comm100

JUNE 5, 2018

During customer calls, AI can be used to determine the nature of an incoming call and pass it to a different channel. This can include routing a call to a customer care agent or a chatbot. A customer-facing AI, for example a chatbot, can build your brand image by engaging customers on live chat, or even through messaging apps.

Contact Center 124

Contact Center Call Center Self Service Chatbots 124

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

Qualtrics

JUNE 11, 2019

If there’s no way for the customer to share their experiences they may resolve to a potentially damaging social media post. Gathering user feedback also creates satisfaction and trust among customers, because seeing an improvement in your product after a complaint will establish more trust in your company.

Customer Satisfaction 35

Customer Satisfaction Feedback Social Media Customer Retention 35

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up. Instant Download.

Study 48

Study Net Promoter Score Culture Social Media 48