CSM Magazine

FEBRUARY 24, 2023

Customer service is a vital component of any successful business. The way a business deals with its customers can determine whether it thrives or fails. Providing exceptional customer service is critical in building long-term relationships with customers and gaining their loyalty.

Self Service 52

Self Service Customer Service Exceptional Customer Service Multi-Channel 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Now, it’s time to drill down into the details.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Happy or Not

OCTOBER 13, 2023

Holiday time customer service is your chance to shine and show your shoppers their presence and opinions matter. We’ve got you covered with these 10 tips for maintaining excellent holiday time customer service and increasing the basket size. But don’t worry.

Self Service 36

Self Service Tips Customer Service Multi-Channel 36

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

CSM Magazine

JUNE 29, 2021

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX).

Financial 52

Financial Self Service Customer Service Social Media 52

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

CSM Magazine

JULY 28, 2023

Many have invested in integrating CRM tools to personalise interactions and address customer issues effectively. The communication landscape has expanded beyond calls, with multi-channel options becoming the norm. Social networks, email, and bots are gaining ground alongside traditional telephone communication.

Customer Satisfaction 52

Customer Satisfaction Self Service Management Multi-Channel 52

Vonage

JUNE 7, 2018

Whether or not customer service has been improving in your particular industry, it has improved over time at enough companies with broad consumer reach that customers have begun to expect better and better customer service across the board—in every industry, every niche, every price point.

Omni-Channel 120

Omni-Channel Self Service Multi-Channel How To 120

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support. The path to extraordinary customer support in online casinos is multi-faceted.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

NICE inContact

SEPTEMBER 13, 2016

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use. If so, time to upgrade. #2

Self Service 203

Self Service Customer Service Contact Center Omni-Channel 203

Kayako

NOVEMBER 30, 2018

That makes it a lot easier to keep track of where customer relationships stand and ensure nothing falls through the cracks and ends up costing you a customer. Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter.

Self Service 125

Self Service Multi-Channel Software Social Media 125

Kayako

NOVEMBER 30, 2018

That makes it a lot easier to keep track of where customer relationships stand and ensure nothing falls through the cracks and ends up costing you a customer. Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter.

Software 120

Software Self Service Multi-Channel How To 120

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

CSM Magazine

FEBRUARY 2, 2024

Powered by Genesys Cloud and supported by Sabio, Benenden’s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service. Founded in 1905, Benenden offers affordable healthcare cover to over 860,000 members.

Self Service 52

Self Service Multi-Channel Healthcare Case Study 52

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

NICE inContact

OCTOBER 17, 2019

Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Download your copy today.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Ascensos’ 170,000 contacts per week are predominantly voice (59%), followed by email (20%), live chat (10%), social media (10%), and WhatsApp (1%).

Self Service 52

Self Service Multi-Channel Social Media Resources 52

SurveySparrow

JULY 27, 2023

Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. With the pace at which the digital landscape is moving, the basics of customer service are not enough anymore. We’re talking about websites, mobile apps, social media, online chat, and more!

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

NICE inContact

JULY 5, 2019

Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. An AI-driven chatbot that appears automatically while a customer is viewing the website is the ideal self-service option. 2) Customers demand immediate service.

Chatbots 139

Chatbots Self Service Contact Center Social Media 139

ShepHyken

SEPTEMBER 23, 2022

Today’s consumers tend to turn to the likes of Google, YouTube, or Twitter as the first point of contact when trying to reach customer services. As a result, businesses need to be able to extend their ability to service customers beyond the boundaries of their channels to provide the customer with the experience they deserve. .

Self Service 80

Self Service Customer Experience Multi-Channel Contact Center 80

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

NICE inContact

JUNE 14, 2017

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. Voice being by far the most preferred contact channel.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

ClientSuccess

JULY 23, 2019

Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. The following lists the top five innovations in customer service those winning brands are adopting.

Self Service 40

Self Service Trends Customer Service Social Media 40

SurveySparrow

JULY 23, 2023

For instance, the rise of social media and mobile technology has led to the trend of omnichannel customer experience , where businesses strive to provide a seamless and consistent experience across multiple channels. As a result, businesses are investing in intuitive, user-friendly platforms that facilitate self-service.

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Kustomer

JULY 18, 2022

With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences. The demand for automation and self-service options in customer service is significant. Social Listening.

Chatbots 98

Chatbots CRM Connections Multi-Channel 98

NICE inContact

OCTOBER 18, 2016

If you’re in Customer Service, you’ve heard of “omnichannel”. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. Do certain channels illicit more honesty? Which channels do customers trust the most?

Social Media 212

Social Media Self Service Omni-Channel Consumers 212

SurveySensum

SEPTEMBER 14, 2023

5) HelpStack Multi-Channel Support In-App Knowledge Base Customizable Widgets Contact their team Contact their team 3.9 (5) Effortless Integration Multi-Service Compatibility Real-Time Engagement Free trial available Starts at $29/month 4.3 (5) 5) Doorbell.io 5) Doorbell.io

Tools 52

Tools Feedback Multi-Channel Social Media 52

Magellan Solutions

OCTOBER 12, 2023

One of the ways companies achieve customer service excellence is by providing a responsive, empathetic platform and this is what inbound customer support services aim for. Let’s dig a little deeper as to how this service delivery approach can be a game-changer in customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Effort Score Self Service 52

Comm100

MARCH 21, 2019

So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel.

Social Media 100

Social Media Multi-Channel Self Service System 100

Comm100

MARCH 21, 2019

So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel.

Social Media 100

Social Media Multi-Channel Self Service System 100

transcosmos Information Systems

OCTOBER 2, 2018

In today’s customer-centric age of marketing, putting your loyal users at the core of your business is critical. Customer service has seen leaps and bounds of upgrades in the past year, and it will continue to be an asset for most companies in retaining and gaining clients. Eliminate the need for customer support calls.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

ReviewTrackers

DECEMBER 20, 2017

When you incorporate online review management and analysis as part of your brand reputation and customer feedback collection efforts, you take control of an important part of your marketing efforts. Why are Online Reviews an Important Part of Customer Feedback Management? For example, all the talk is omni-channel or multi channel.

Omni-Channel 70

Omni-Channel Customer Experience Multi-Channel Self Service 70

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

CSM Magazine

FEBRUARY 22, 2022

It is a help desk software for post-sales support and allows your customers to submit their complaints and feedback, which you and your team can address at any time. You can create an interactive help centre knowledge base by uploading articles and tutorials for self-service. Loggly (logs search and analytics software).

Tools 52

Tools Company Customer Experience Self Service 52