CSM Magazine

JULY 20, 2020

Your customers now expect you to be active on social media, so they can easily reach your customer service representatives through sites like Instagram to get their concerns and complaints resolved. Benefits and challenges of using social media as a customer support tool.

Social Media 52

Social Media Customer Service Customer Service Representative Advertising 52

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. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

ProProfs Chat

SEPTEMBER 18, 2017

How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is the key to have your customers coming back for more and improving your overall business.

Knowledge Base 99

Knowledge Base Self Service Software Poor Customer Service 99

CSM Magazine

APRIL 21, 2023

Marketing is only one small piece of the puzzle when it comes to a successful business and connecting with your customers. Using social media is certainly powerful, but without the right strategy and types of content, it will fall flat without achieving your business goals. Why not use social media to share them?

Social Media 52

Social Media Engagement Video Entertainment 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Comm100

SEPTEMBER 15, 2022

Today’s customers now expect to connect with brands from anywhere, anytime, on any device. To keep up and provide this level of customer experience, brands need to give their customers choice and convenience. for weak omnichannel performers Decreased cost per customer contact by 7.5%, compared to 0.2%

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

CSM Magazine

JULY 8, 2021

Social media users are exposed to ads daily. A recent poll revealed that 39% of users are annoyed when they see grammatical errors in social media ads. On social media, ads are more targeted than TV commercials but do not take this to extremes. Your ads may fail because of: 1. Poor Grammar. The Bottom Line.

Social Media 52

Social Media Entertainment Video Advertising 52

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

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. Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

Team Support

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business. Providing good customer service fosters trust and loyalty among clients.

Technology 52

Technology Company Self Service Knowledge Base 52

CSM Magazine

JUNE 30, 2021

The days of gathering a marketing team and spending huge budgets on marketing are seeing some competition from social media marketing. The benefits include its affordability, accessibility by customers and features that make it easier to create content. Some of the brands that are successful on it include Chipotle and Ryanair.

Social Media 52

Social Media Entertainment Video Fashion 52

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. Before a customer can reach out to get support, there needs to be communication channels in place. You may use some or all of them.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. These bots are “trained” from existing reference materials like a knowledge base or FAQ bank.

Chatbots 195

Chatbots Customer Service Knowledge Base Social Media 195

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 168

Self Service Customer Service Strategy Omni-Channel 168

GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

Comm100

NOVEMBER 8, 2018

Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. And customers themselves may be vocal about the need for new channels to be added. Knowledge base. Social media.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

CSM Magazine

AUGUST 25, 2020

Social media is the perfect channel for nurturing and converting leads into paying customers. In fact, studies have shown that 40% of customers use social media platforms to search brands and products, and that Gen Z and Millennials consider social media the most relevant advertising channel.

Social Media 52

Social Media Sales Strategy Entertainment 52

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

Self Service 130

Self Service Consumers Customer Service Social Media 130

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? ‘Outside In’ Design Thinking Developing a great customer service solution starts at the design stage.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Mind your response time.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

CSM Magazine

MAY 27, 2021

It won’t be an exaggeration to say that social media is an indispensable part of our lives. Other than falling into the most adorable black hole of cat videos and sharing incorrigible vacation throwbacks, social media has emerged as a powerful tool for content creators and brands. Let’s dive in. Click Send.

Social Media 52

Social Media Sports Government Brands 52

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. Digital prioritization. SLA policies.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

CSM Magazine

DECEMBER 18, 2017

Progressive businesses are further engaging their customers via using social media. In this article, we have provided the main tips that help you utilize social media in order to provide exceptional service to your customers. Utilize the power of social media in Customer Service.

Social Media 40

Social Media Customer Service Roadmap Tools 40

Kustomer

APRIL 14, 2022

Today’s savvy customer has more options than ever when it comes to the tools and resources available to make purchase decisions. The resources your customer is after are out there, whether your brand dispenses it or not. Why not be the source of empowerment for prospective customers rather than an obstacle holding them back?

Self Service 98

Self Service Brands Social Media Feedback 98

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Team Support

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self Service 98

Self Service How To Knowledge Base Social Media 98

Comm100

FEBRUARY 10, 2022

In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. When government customers are satisfied with the service they receive, they’re on average nine times more likely to trust a government agency.

Government 130

Government Customer Experience Chatbots Social Media 130

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. So how can you train and onboard your customer service agents when they are working remotely? Adopt customer service software with robust management tools . Sometimes you just need to get in there and help the customer.

Training 130

Training Tips Customer Service Knowledge Base 130

Team Support

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Software 105

Software Omni-Channel Social Media Analytics 105

CSM Magazine

APRIL 9, 2018

The use of social media has been recognized as a useful tool to connect with customers. More businesses than ever are recognizing the benefits of using social media. However, they are predominantly using social media in a marketing capacity. However, customers often find these methods very impersonal.

Social Media 40

Social Media Customer Service Tools Communication 40

Kustomer

JANUARY 8, 2024

Zendesk is still a dominant player in the customer support solutions market — most commonly compared against Kustomer, Freshdesk, Gorgias, Intercom and several other alternatives. Ticketing System Zendesk ’s ticketing system is at the core of email or chat-based customer support. Real-time messaging and chatbot functionality.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. One of the main benefits of LLMs in customer service is increased efficiency. This can enhance customer satisfaction and help companies reach a wider audience.

Social Media 52

Social Media Chatbots Analysis Customer Service Representative 52

SurveySensum

NOVEMBER 2, 2023

Are you aligning with the evolving needs and preferences of your customers? If not, you should start gathering customer feedback. To stay ahead, use a robust customer feedback platform to gather insights from various interactions, such as delivery experience, product usage, support queries, and website visits.

Feedback 52

Feedback Survey Social Media Net Promoter Score 52