Lithium

MARCH 5, 2024

If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team.

Social Media 52

Social Media Self Service Roadmap Insurance 52

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. By anticipating customer behaviors, preferences, and needs, businesses can craft strategies that are not just reactive but proactive.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

CSM Magazine

NOVEMBER 28, 2022

You’ve created a customer service software solution that’s as close to perfection as it gets. Fortunately, there are a few things you can do to ensure a safe and successful launch of your customer service software. Here are five steps to ensure your customer service software will be a guaranteed hit.

Software 52

Software Customer Service Marketing How To 52

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Kustomer

SEPTEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert to discuss digital customer service. What is a Digital Customer Experience? The Digital Customer Service Assistant.

Customer Service 52

Customer Service Social Media Customer Journeys Course 52

ViiBE Blog

OCTOBER 28, 2021

ViiBE Blog > Remote Customer Service > Digital Customer Experience What is digital CX? Customer experience Insurance , Retail , SMB Kelly Dell October 28, 2021 Share this article Contents Share this article Contents It’s crucial nowadays for companies to understand what is digital CX (customer experience).

Social Media 52

Social Media Roadmap e-support Video 52

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

SurveySparrow

DECEMBER 7, 2020

Increasingly, customers and clients were going digital to find products and services. Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . Fortunately, with the demand for digital services for businesses increasing, a new wave of online tools has come up.

Tools 52

Tools Roadmap Social Media CRM 52

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Instagram DMs: A Channel Customers Love If your brand is wondering whether they should turn on Instagram DMs via Khoros, first ask yourself, "Are your customers using Instagram?".

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. How Often Should I Collect and Analyze Customer Data?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. How Often Should I Collect and Analyze Customer Data?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. How Often Should I Collect and Analyze Customer Data?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

BirdEye

MAY 30, 2023

Or measuring external metrics, like social media followers or customer review ratings , can help you gauge how your results stack up alongside others. You can then develop a strategy that makes your products or services distinct and special. Take the churn example from above. Yet these changes can be difficult to spot.

Social Media 98

Social Media Analysis Metrics Advertising 98

Lithium

NOVEMBER 1, 2022

NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. Gain real-time one question feedback from your customers and save time and time from larger surveys. Webinars & Events Some event areas are limited to Khoros customers only.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

NICE inContact

AUGUST 22, 2017

But only 57% using social media, 32% mobile applications and 29% live chat. Using the phone for customer service is not going to decline anytime soon, but companies that want to stay on the forefront of attending to one of the largest consumer markets, and the generations that follow, should have more digital channels on the roadmap.

Contact Center 140

Contact Center Social Media Roadmap Customer Satisfaction 140

Customer Bliss

AUGUST 3, 2018

7 Customer Experience Insights You Can Apply to Your Organization. Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Social media has ushered in urgency.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Service Untitled

JULY 16, 2012

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy.

Roadmap 46

Roadmap Customer Centricity Social Media Knowledge Base 46

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySparrow

JUNE 20, 2023

By focusing on the metrics that matter most to your organization, you can extract meaningful insights from your Customer Experience Dashboard. Thus, integrating data from different touch points will provide a holistic view of the customer journey, enabling you to uncover patterns and trends.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

Service Untitled

APRIL 10, 2013

The Customer Service Survival Kit was written by Richard S. Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations.

Customer Service 81

Customer Service Social Media Customer Service Representative Roadmap 81

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Self Service 69

Self Service Customer Journeys Omni-Channel How To 69

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

NICE inContact

AUGUST 22, 2017

But only 57% using social media, 32% mobile applications and 29% live chat. Using the phone for customer service is not going to decline anytime soon, but companies that want to stay on the forefront of attending to one of the largest consumer markets, and the generations that follow, should have more digital channels on the roadmap.

Contact Center 120

Contact Center Social Media Roadmap Customer Satisfaction 120

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.”

Self Service 74

Self Service Customer Service Customers Connections 74

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Author: Robin Tandon Delivering outstanding customer service is central to every business , but is especially important to midsize organizations, which may not have the brand recognition or marketing budgets of their larger competitors.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

SurveySparrow

JULY 20, 2023

Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ ’ This isn’t just data; it’s a roadmap to creating a brand that resonates, a service that satisfies, and a product that’s not just bought but loved.

Company 52

Company Customer Experience Social Media Analysis 52

ProProfs Chat

JULY 6, 2018

Did you know whenever we receive good customer service from a company, we tell two to three people. Quality of customer service is the golden key to enhance a brand image. Not only this, we can put in more efforts on improving our customer service. Thank them for being a customer and do so frequently.

Customer Service 100

Customer Service Tips Culture Customers 100

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! How to Collect Customer Feedback. Craft Personal Emails.

Feedback 194

Feedback How To Roadmap Survey 194

Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. Ask customers and try to know what your competitors are offering them.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

Lithium

JUNE 11, 2019

“By 2020, Gartner Research predicts that 90% of brands will begin to leverage social media to manage customer service efforts. In fact, the brands that take action on this trend now will be the most likely to be successful customer service experiences in the future. ” – CX in the Age of Social Media.

Brands 40

Brands Social Media Roadmap Trends 40

Lithium

JUNE 11, 2019

“By 2020, Gartner Research predicts that 90% of brands will begin to leverage social media to manage customer service efforts. In fact, the brands that take action on this trend now will be the most likely to be successful customer service experiences in the future. ” – CX in the Age of Social Media.

Brands 40

Brands Social Media Roadmap Trends 40

Lithium

JUNE 11, 2019

“By 2020, Gartner Research predicts that 90% of brands will begin to leverage social media to manage customer service efforts. In fact, the brands that take action on this trend now will be the most likely to be successful customer service experiences in the future. ” – CX in the Age of Social Media.

Brands 40

Brands Social Media Roadmap Trends 40

SurveySensum

SEPTEMBER 12, 2022

Customer feedback surveys are basically a set of 4-5 questions sent to the customer after their interaction with the brand asking about their experience of it. Social media. Social media polls and social media listening can help give a clear picture of what customers are feeling and talking about a business.

Feedback 52

Feedback Social Media Survey Roadmap 52