CSM Magazine

FEBRUARY 6, 2019

At a time when the quality of customer experience is often the only opportunity to achieve any level of customer differentiation, the way in which organisations engage with customers – via social media or email, phone or web chat – is now critical. Conclusion.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Help Scout

DECEMBER 5, 2018

If you’re just beginning to put processes into place to support your customer — or if you’re trying to fix some gaps in the system — the right help desk will make sure that you get back to all customers in a timely fashion. Even missing just one email, just once, can cause a customer to stop doing business with you.

ROI 40

ROI Self Service Software Return on Investment 40

Eptica

AUGUST 3, 2018

Overall, telcos in the study were only able to successfully answer under half (46%) of questions asked via the web, social media and email – exactly the same as last year and well behind other sectors , such as electronics retailers (67%) and fashion (64%). So how can telecoms respond to changing consumer needs?

Connections 49

Connections Customer Experience Social Media Self Service 49

Storyminers

JULY 29, 2016

The most effective customer retention strategy – use your social media accounts to engage with what your customers are sharing online. Our most effective customer retention strategy is to be relentless about support. Our customers frequently make product suggestions based on their usage of our software.

B2C 124

B2C Customer Retention Strategy Brands 124

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

BirdEye

JUNE 29, 2023

“Birdeye’s Unified Inbox allows us to easily respond to every customer interaction and have the correct team member respond. It’s helped us increase our customer engagement and satisfaction.” Marisa Endy-Vanchieri, Sunburst Shutters & Window Fashions What are the steps for effective customer communication?

Communication 97

Communication Social Media Self Service Touchpoint 97

SurveySensum

JULY 20, 2023

Customers were switching to other fashion brands due to limited stock availability. Within just six months, Blackberry increased its number of repeat customers by 12-13%. Understand customers’ preferences by gathering customer feedback and identifying ways to generate interest in the category.

Retail 52

Retail Feedback How To Self Service 52

ProProfs Chat

FEBRUARY 13, 2019

Self-service IVRs that utilize the speech recognition technology enables end users to resolve their problems independently and seek help from a live agent, in case required. There is no second thought on how pervasive social media has become today. Customers have become “smart” today.

Self Service 78

Self Service Social Media Omni-Channel Trends 78

Magellan Solutions

SEPTEMBER 17, 2020

Customer service channels are communication channels used by a business to interact with their end-users. These include, but are not limited to, phone, email, live chat, social media, community forums, and many more. . People seek convenience, and businesses should provide this by offering an omnichannel service.

Customer Service 52

Customer Service Self Service Social Media Knowledge Base 52

Chattermill

JULY 31, 2017

We studied customer feedback from some of the largest brands in the UK, using our text analytics artificial intelligence (AI) to identify and classify all mentions of topics related to customer care and support. Recurring themes among customers were waiting times, problem resolution and the provision of multi-channel support.

Fashion 40

Fashion Wait Times Banking Multi-Channel 40

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Eptica

MARCH 21, 2019

Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. The study found that the key to creating trust is to simply to do what customers expect of you. In this study, we focused on fashion, food and drink, travel, insurance and banking brands.

Brands 80

Brands Self Service Insurance Fashion 80

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40