InMoment XI

NOVEMBER 26, 2024

The Benefits of Customer Journey Mapping Customer journey mapping allows companies to see the gaps between the desired customer experience and the one the customer receives. Furthermore, customer journey maps educate stakeholders and get them on the same page about what is most important.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

FEBRUARY 3, 2025

Example: Imagine a customer buying a piece of software from your company. Two weeks later, a sales rep follows up, not with another sales pitch, but with a helpful guide or a quick check-in to see if they need support. The customer feels cared for and is more likely to trust you with their future needs.

Sales 265

Sales Customer Experience e-support Examples 265

Retently

OCTOBER 23, 2024

This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Ecommerce 132

Ecommerce Survey Retail NPS 132

CSM Magazine

NOVEMBER 26, 2024

By using AI customer engagement, each connection with customers becomes more relevant and tailored, creating a consistent experience that feels both efficient and thoughtful. The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support.

Interaction 52

Interaction Engagement e-support Chatbots 52

CSM Magazine

MARCH 17, 2025

Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. Example in action: Retailers can introduce self-checkout systems or self-help solutions in stores, decreasing queue times and increasing customer satisfaction.

NPS 52

NPS Self Service Net Promoter Score e-support 52

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. The Growing Need for AI in Customer Support 1.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

CSM Magazine

NOVEMBER 27, 2024

According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising. As far as e-commerce platforms, giants like Amazon are, of course, experts in this area.

Self Service 52

Self Service Customer Service e-support How To 52

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. This leads to increased customer satisfaction, loyalty, and retention.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

CSM Magazine

JANUARY 3, 2025

This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.

Tools 52

Tools e-support Customer Satisfaction Travel 52

Joe Rawlinson

JANUARY 24, 2025

Understanding Business Analytics and Its Importance Business analytics refers to the process of analyzing data to extract actionable insights that support decision-making. This clarity is especially vital for entrepreneurs who need to allocate resources wisely and mitigate risks.

Analytics 78

Analytics Financial Return on Investment e-support 78

CSM Magazine

DECEMBER 5, 2024

Customer experience (CX) has become a defining factor in how businesses attract and retain customers. Companies that prioritize CX are more likely to see higher customer satisfaction, loyalty, and long-term success. The team has greater influence and faster access to decision-making resources.

Report 52

Report e-support Leadership Touchpoint 52

Win the Customer

DECEMBER 23, 2024

Implications: Product Development: Develop AI models that analyze customer data (purchase history, browsing behavior, demographics, sentiment) to predict individual needs and preferences. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Customer Service 59

Customer Service Social Media e-support Travel 59

CSM Magazine

OCTOBER 21, 2024

Customer service is a crucial component in the highly competitive no ID verification casinos industry. It directly influences the gaming experience, builds customer loyalty, and ultimately drives profitability. Offering effective customer support helps ensure that players are satisfied, reassured, and more likely to return.

Industry 52

Industry Customer Service e-support Social Media 52

Calabrio

APRIL 11, 2025

Consider that 93% of customers report being more willing to make repeat purchases from companies offering positive service experiences. Furthermore, effective contact center training is key to keeping agents engaged and driving operational efficiency, supporting cost reduction and improved contact center productivity.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Thematic

MARCH 30, 2025

Collecting and Integrating Customer Data Every data-driven decision starts with collecting the right information. That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. Ultimately, it helps ensure a boost in customer satisfaction.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

NOVEMBER 18, 2024

AI-powered sentiment analysis can process millions of reviews on platforms like Amazon, Yelp, or TripAdvisor and tell you what your customers do and don’t like. For instance, an e-commerce company might pick up on recurring complaints about product quality or delivery times. Fixing these issues should lead to happier customers.

Analysis 62

Analysis How To Multi-Channel Social Media 62

CSM Magazine

NOVEMBER 26, 2024

Artificial Intelligence and Chatbots Artificial intelligence (AI) and chatbots are improving customer service by providing instant support and answering common questions. Mortgage-related queries can be complicated, and waiting on hold for customer service can be frustrating.

Industry 52

Industry Technology Customer Service e-support 52

Blueshift

JULY 16, 2025

Customers who feel seen, supported, and valued are more likely to stick around and recommend your brand, even when competitors offer lower prices. In fact, 90% of marketing leaders say that a seamless cross-channel experience leads to more customer referrals and positive word-of-mouth. Customer satisfaction indicators.

B2C 52

B2C Marketing Multi-Channel ROI 52

CSM Magazine

NOVEMBER 21, 2024

Black Friday, Cyber Monday, and the end of year holidays are all clustered into the busiest time of year, creating an annual problem for every manager that is responsible for delivering great service to customers. But this Q4 dilemma goes beyond the customer service team alone. Get the team on board.

Self Service 52

Self Service e-support Chatbots Retail 52

Thematic

MARCH 20, 2025

And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale.  By  By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times.

Analytics 62

Analytics Customer Service Analysis e-support 62

CSM Magazine

MARCH 18, 2025

E-commerce has revolutionized the way businesses interact with consumers. Every day, millions of transactions take place online, making the e-commerce industry one of the most dynamic and fast-evolving sectors. But how exactly can generative AI transform e-commerce? What is Generative AI and Why It Matters for E-commerce?

e-support 52

e-support Chatbots Innovation Trends 52

SurveySensum

MARCH 5, 2025

Enhances Agent Performance : Provides feedback on agent interactions, enabling better training and support. Increases Operational Efficiency : Automates analysis of large volumes of customer conversations, saving time and resources. Alert relevant parties to customer satisfaction risks.

Call Center 52

Call Center Analytics Contact Center Analysis 52

Thematic

MARCH 20, 2025

No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table. Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Customer feedback isn’t just limited to surveys. Customer support tickets – Complaints, questions, and bugs reported directly by users.

Feedback 62

Feedback Social Media Analysis Survey 62

CSM Magazine

JUNE 6, 2025

But for companies, handling emails with basic tools or setting up special systems for each provider can be tiring and waste a lot of resources. How Email APIs Change Customer Messaging Email APIs can completely shift how companies talk to customers. Support and Documentation – Are help and resources easy to reach?

Communication 52

Communication e-support CRM Connections 52

CSM Magazine

FEBRUARY 5, 2025

If you’re struggling to gather the financial resources required, don’t worryyou’re not alone. Crowdfunding Campaigns Platforms like Kickstarter, GoFundMe, and Indiegogo are great for raising funds directly from supporters. Leverage your network and invite local businesses or stakeholders to support the event.

Call Center 52

Call Center e-support Social Media Financial 52

Thematic

JANUARY 16, 2025

Atlassian : By using Thematic’s text analytics, Atlassian analyzed feedback from support tickets and reviews to identify where customers were struggling with navigation. Armed with this insight, they made changes that boosted customer satisfaction. It lets you measure customer satisfaction like never before.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

CSM Magazine

JANUARY 21, 2025

By leveraging the expertise and resources of 3PL companies, businesses can streamline their supply chains, reduce costs, and enhance customer satisfaction. This flexibility is especially valuable for e-commerce businesses that experience fluctuating order volumes. Why Choose WAPI for 3PL Logistics?

e-support 52

e-support Transportation Multi-Channel Customer Satisfaction 52

Thematic

MAY 1, 2025

Instead, they uncover why customers are loyal, what keeps them coming back, and where their loyalty may be at risk. To extract these insights, you need a unified approach: Break down silos: If your CX, marketing, and support teams work in isolation, you won’t see the full picture. after a support call or checkout).

Loyalty 62

Loyalty Effort Score Net Promoter Score NPS 62

InteractionMetrics

APRIL 17, 2025

The interface is dense, the support may not be as responsive as you need, and the learning curve is steep. It was built for organizations with the resources to manage layered feedback systems, not for lean teams that need quick, actionable customer feedback analysis. But for most companies?

e-support 40

e-support Hospitality NPS Analytics 40

Thematic

FEBRUARY 23, 2025

(e.g., “Track sentiment trends across 10,000 support tickets over six months.”) ”) Achievable – Ensure your goal is realistic, given your data and resources. e.g., “Identify emerging trends to improve customer satisfaction scores.”)

Analytics 62

Analytics Social Media Analysis e-support 62

Retently

JUNE 25, 2025

After all, having happy customers is our goal. If Retently fits your needs, we’ll be thrilled to support your next CX chapter; if not, we’d rather point you to a better match than force-fit you into a sub-optimal solution, which will only cause frustration. An enterprise tier layers on SSO, priority support, and custom SLAs.

Multi-Channel 78

Multi-Channel Ecommerce NPS Analytics 78

eglobalis

JUNE 3, 2025

The Distinct but Interdependent Functions Customer Service, Customer Success, and Professional Services are often treated as separate silos, but this approach fails to reflect how customers experience brands. Customer Service provides reactive support.

Customer Success 388

Customer Success Customer Experience Net Promoter Score Effort Score 388

CX Network

JULY 2, 2025

Despite their smaller numbers, corporate customers have an outsized influence on a bank’s resources and success. Join us at All Access: Customer Insights & Data Analytics, Sept. 16 to 17, 2025 to drive customer-centric decisions and elevate CX. Redesigning organizational structure to support CX management.

Banking 59

Banking Management Policies Customer Journeys 59

rethinkCX

FEBRUARY 24, 2025

Yet, building CX expertise in-house takes time, resources, and a steep learning curveluxuries many companies dont have. A fractional CX leader adapts to your stagewhether youre a startup refining your voice or an established firm scaling omnichannel support. Flexibility for Growth Businesses evolve, and so do their CX needs.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

SurveySensum

OCTOBER 23, 2024

This coupled with the fact that they provide quality service results in customer satisfaction. In Technology & Services Average NPS score – 61 This sector is quite wide, and the businesses provide a wide range of services – from IT support to software development. Thus, the average NPS score is 76.

NPS 52

NPS Industry Marketing e-support 52

Calabrio

FEBRUARY 14, 2025

By strategically identifying the right moments to coach agentswithout compromising staffing levelsyou can maintain customer support efficiency. They provide the flexibility to adjust resources as needed while maintaining high service quality through built-in analytics, AI-driven routing, and omnichannel capabilities.

Contact Center 130

Contact Center Self Service How To Average Handle Time 130