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

ProProfs Chat

SEPTEMBER 18, 2017

The Solution – A Centralized Knowledge Base. This is where a knowledge base can help. Implementing a centralized knowledge base, and ensuring that it is available across all your customer service channels , is one of the best ways to avoid situations like. Improved Productivity.

Knowledge Base 99

Knowledge Base Self Service Software Poor Customer Service 99

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. Conclusion.

Social Media 52

Social Media Customer Service Customer Service Representative Advertising 52

CSM Magazine

APRIL 21, 2023

Using social media is certainly powerful, but without the right strategy and types of content, it will fall flat without achieving your business goals. Here are some ways to engage your customers on social media to educate them. Do a social media campaign that encourages past clients to share the product in use.

Social Media 52

Social Media Engagement Video Entertainment 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. Using social media, a business can stay open 24/7 to attend to customers whenever. Using social media, a business can stay open 24/7 to attend to customers whenever.

Social Media 52

Social Media Entertainment Video Fashion 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. Impossible expectations. The results?

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

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

CSM Magazine

SEPTEMBER 29, 2020

Social media allows millions of viewers to enjoy your content with just one click! The first thing that the viewer will see is either the title, thumbnail, or caption depending on the social media platform that you’re posting your video on. Consistency is crucial when building your social media platform!

Social Media 52

Social Media Video Tips Engagement 52

TechSee

OCTOBER 9, 2018

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. Let’s be friends: Millennials are highly invested in their social networks, choosing to share their lives with friends and strangers on Facebook, Instagram and Snapchat.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

CSM Magazine

APRIL 16, 2024

Knowledgeable Staff: Support agents should be well-trained, equipped with the nuances of the casino’s operations, and able to provide accurate solutions swiftly. Personalized Assistance: Customized support that addresses the individual needs and concerns of players goes a long way in showing that a casino values its customers.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

Comm100

SEPTEMBER 15, 2022

In practical terms, this means adopting a range of digital support channels, including live chat, SMS, social media, and email. Social media: Customers want to connect with companies through the most convenient channel. In 2020, 67% of consumers used social media for service-related needs.

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A good place to gather content is agent knowledge base articles you can repurpose for self-service queries. Will you require people to create an account to access your self-service portal and knowledge base?

Self Service 275

Self Service Knowledge Base e-support Policies 275

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

CSM Magazine

APRIL 18, 2024

Social Media Monitoring Large language models are employed to monitor social media platforms for mentions of a company’s products or services. They can also serve as on-demand knowledge bases for agents during live interactions with customers.

Social Media 52

Social Media Chatbots Analysis Customer Service Representative 52

Comm100

NOVEMBER 8, 2018

Knowledge base. Social media. Having a dedicated platform for email-based customer support ensures queries can be managed much more efficiently, without the risk that queries will be overlooked or receive double replies. Knowledge Base. Social Media. AI-powered chatbots.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

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. Companies have to be deliberate about creating and evolving client engagement on social channels.

Social Media 40

Social Media Customer Service Roadmap Tools 40

Comm100

AUGUST 8, 2022

These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. With a well-established knowledge base integrated, the chatbot can follow a pre-defined conversation flow based on rules to serve up an answer. “I Agent Assist works across live chat, social media and SMS.

Chatbots 195

Chatbots Customer Service Knowledge Base Social Media 195

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. Ticketing System Zendesk ’s ticketing system is at the core of email or chat-based customer support.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

GetFeedback

MAY 17, 2018

91% of consumers will use a self-service knowledge base if provided. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. Ultimately, the more time you put into your knowledge base, the more support cases you’ll deflect. Knowledge Base Article Helpfulness. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Comm100

FEBRUARY 15, 2022

In many cases, chatbots can direct customers to FAQ pages, knowledge bases, or other self-service solutions. Self-help customer support solutions can include FAQ pages, knowledge bases, in-depth tutorials, and more. Social media engagement for customer support.

Self Service 130

Self Service Consumers Customer Service Social Media 130

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. Social Listening Opportunities. Quicker Response.

Social Media 40

Social Media Customer Service Tools Communication 40

NobelBiz

OCTOBER 31, 2023

The same study reveals that over 50% of customers post negative comments about companies on social media, and 53% of customers post positive comments about companies on social media. Whether through phone, email, chat, or social media, customers should feel they can reach out anytime, anywhere.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Comm100

FEBRUARY 23, 2021

– Use social media as a key customer service channel. Social media means connecting with billions of users, and customers love it for its convenience. Comm100’s free social media offering is an easy and cost-free solution to adding this support. Free all-in-one customer engagement platform.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 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? That’s simply too much time and a large portion of the blame lies with poor knowledge base management.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Kustomer

JANUARY 7, 2024

Social Media Integrations : Most customers now prefer to look for services on Facebook and WhatsApp and send messages through them. Therefore, your chosen solution should integrate with social platforms like these. Zendesk offers a comprehensive knowledge base and ticketing system, which is what they’re most famous for.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Comm100

AUGUST 29, 2021

Whether a customer is reaching out to your company in an email, or on social media, you need to take their concerns seriously, and show them that you’re ready to help. Even though social media is a more open and less formal channel than email, the tone that your agents use should never undercut the concerns of your customers.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. This may be self-service, in-person, phone, email, chat, social media or text message. Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. You may use some or all of them.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Kustomer

APRIL 14, 2022

Self-service tools can include knowledge bases , robust FAQ pages, community forums and AI-powered chatbots. Social Media Engagement. Your customers are on social media, so why not meet them on their preferred platform? The growth of social media has been a pivotal change in customer empowerment strategies.

Self Service 98

Self Service Brands Social Media Feedback 98

Uniphore

JUNE 16, 2021

Your Knowledge Base is Hurting Your Agents. Agents are forced to consume extensive repositories of knowledge in extremely short periods of time and try their best to retain relevant insights for just the right customer interaction. What Your Call Center Agents Rant About on Social Media. Read on to learn why.

Contact Center 204

Contact Center Training Call Center How To 204

Comm100

AUGUST 5, 2020

Angry customers can even turn to social media to flame brands, harming the company’s image and impacting your bottom line. Be everywhere your customers want you to be, whenever they want with Live Chat, Email, Social Media, SMS & Knowledge Base – for free! Free Omnichannel Customer Engagement.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Comm100

MARCH 21, 2023

This lets customers reach out on their preferred channel – live chat, email, phone, SMS, or social media – while making it easy for teams of any size to manage every query. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website.

Self Service 168

Self Service Customer Service Strategy Omni-Channel 168

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. When a chat box pops open and provides information on how a customer can find your knowledge base or self-service options, your business is helping them help themselves.

Self Service 98

Self Service How To Knowledge Base Social Media 98

Comm100

FEBRUARY 10, 2022

In today’s world of social media, a significant portion of that trust comes from other members of the public. With so many citizens accessing social media to air grievances, improving public perception of government customer service becomes a matter of reducing negative experiences.

Government 130

Government Customer Experience Chatbots Social Media 130

Comm100

OCTOBER 26, 2022

Compared to traditional channels like phone support, digital channels like live chat, social media, and SMS create less barriers for today’s customers. A well developed knowledge base provides a multitude of benefits for support teams.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

Comm100

FEBRUARY 17, 2022

Here are the key digital channels and technology that schools must offer to meet support expectations: Live chat Chatbots Social media Omnichannel. To improve speed further, you can integrate a knowledge base within the live chat solution. The solution: Social media.

Meeting 130

Meeting Social Media Chatbots How To 130