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

SurveySensum

FEBRUARY 26, 2024

– With PULSE SURVEYS. Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. Now, designing and launching these surveys requires the right tool, right? But, why are they important?

Tools 52

Tools Survey Employee Engagement Culture 52

Comm100

JANUARY 21, 2021

Using pre-chat surveys you can also categorize leads and save contact information, and when a conversation ends, use the wrap-up feature to tag hot leads for follow-up. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever!

Video 246

Video Social Media Software Knowledge Base 246

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. Tips for getting feedback: – Add surveys.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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

SurveySparrow

APRIL 4, 2023

As such, student satisfaction survey questions reveal exactly what your student needs, and how they think changes could be brought for good. Student satisfaction survey questions help understand the aspects of an educational institution that contribute to a student’s satisfaction and engagement.

Survey 52

Survey Course Effort Score Study 52

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

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. OTRS surveyed 500 global customer service leaders to find out if and how they are supporting their business’ revenue goals.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

Comm100

MAY 6, 2021

No Yes No Advanced routing Yes No Yes Yes No Multi-language support Yes No No Yes No Canned messages Yes No No Yes Yes Ticketing Yes No No Yes No Social media Yes No No No No. You can connect the full Freshdesk platform with WordPress to enable ticketing and connect email and social media, but each channel comes at an extra cost.

Chatbots 130

Chatbots Multi-Channel Knowledge Base Social Media 130

SurveySensum

SEPTEMBER 14, 2023

With IN-APP SURVEYS. W hat are In-App Surveys? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. the benefits of the efficient in-app survey platform go further. That’s not it. And that’s what we’re going to explore in this blog.

Tools 52

Tools Feedback Multi-Channel Social Media 52

Comm100

JANUARY 10, 2021

Knowledge base. A self-serve knowledge base is a central element of any thoughtful customer service effort, yet many free live chat solutions don’t include it – so be sure to search for one that does. However, not all knowledge bases are created equally. Pre- and post-chat surveys. Get Comm100 Free.

Knowledge Base 130

Knowledge Base Software Survey Tools 130

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. In today’s world of social media, a significant portion of that trust comes from other members of the public.

Government 130

Government Customer Experience Chatbots Social Media 130

Comm100

FEBRUARY 17, 2022

In an Academic Impression’s survey, only 8% of higher education professionals from 79 colleges and universities graded their institution’s student-centric service with an ‘A’. Here are the key digital channels and technology that schools must offer to meet support expectations: Live chat Chatbots Social media Omnichannel.

Meeting 130

Meeting Social Media Chatbots How To 130

Comm100

FEBRUARY 17, 2022

In an Academic Impression’s survey, only 8% of higher education professionals from 79 colleges and universities graded their institution’s student-centric service with an ‘A’. Here are the key digital channels and technology that schools must offer to meet support expectations: Live chat Chatbots Social media Omnichannel.

Meeting 130

Meeting Social Media Chatbots How To 130

Comm100

FEBRUARY 17, 2022

Students’ sky-high support expectations The support expectation gap How higher education can meet student support expectations Live chat in higher education Chatbots in higher education Social media in higher education Omnichannel student support in higher education. The solution: Social media.

Meeting 130

Meeting Social Media Chatbots Omni-Channel 130

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. Social Media. For the purposes of this article, we’ll count messaging apps as separate to social media. Social media 2.0 Instant messaging is popular because it’s immediate and inexpensive.

Social Media 110

Social Media Chief Customer Officer Call Center Video 110

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. Think again!

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Comm100

OCTOBER 25, 2021

Millennials and Gen Z show a strong preference for digital communications, with 60% of those surveyed under 35 saying that they “ hate calling people ”. Whether it’s with live chat, social media, email, or SMS integration, students expect their institutions to be available, responsive, and digital.

Engagement 202

Engagement eBook Chatbots Social Media 202

SurveySensum

OCTOBER 17, 2023

5) Yes No 24/7 (Live rep), Phone Support, Email/Help Desk, and Knowledge Base Typeform Starting at $29 per month 4.5 (5) 5) Yes Yes Email/Help Desk, FAQs/Forum, Chat, and Knowledge Base UserReport Starting at $25 per month 4.5 (5) You can launch any type of survey in less than 10 minutes.

Feedback 52

Feedback Tools Management Knowledge Base 52

BirdEye

NOVEMBER 30, 2023

A Birdeye survey shows that the three most influential factors for customers in making purchase decisions are word-of-mouth recommendations from family and friends, review sites, and search engine results. When you lead them here from ads, Google Business Profile, or social media, ensure they get the best experience.

Social Media 58

Social Media Advertising Marketing Strategy 58

Kustomer

JULY 28, 2022

Currently, we’re seeing a rise in the use of SMS, social media messaging, and live chat support. One of the benefits of CSAT surveys is that you can gather feedback from customers immediately after an interaction with your team…This helps you better understand customers’ experiences in real time. Social Messaging.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. So, let’s start exploring. Here’s a customer review talking about this limitation.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

Comm100

FEBRUARY 1, 2022

When surveyed by Pew Research Center , 45% of Millennials said that they are online “almost constantly.” Students can reach out via live chat, social media, email, or even SMS – and every message will be funneled into one unified agent console. Be available where they are .

Engagement 190

Engagement Omni-Channel Chatbots Social Media 190

TechSee

MAY 19, 2021

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Imagine the possibilities if that same company also analyzed relevant data from the customer’s social media posts and other online reviews. consumers required assistance during the pandemic.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

SurveySensum

OCTOBER 6, 2023

So, they decided to launch an in-app survey to gather insights and enhance user satisfaction. The challenge was finding the right time and place for these surveys. Initially, they triggered surveys right after users completed workouts, but it resulted in low response rates. What are In-App Surveys?

Feedback 52

Feedback Social Media Survey Abandon Rate 52

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. According to a survey, around 52% of customers are willing to pay more for a better customer experience. .

Self Service 70

Self Service Customer Journeys Omni-Channel How To 70

Zonka Feedback

OCTOBER 1, 2022

Whether you like it or not, it is certain that you will get feedback about your product through various channels be it your customer support process, complaint tickets, or social media. In your Product Feedback Survey, don’t just ask customers to rate your product. Ask Follow-Up Questions. Know your Competitors.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. In research conducted by the non-profit organization Partnership on AI , employees were surveyed after experiencing AI in different workplace scenarios. The State of Automated Customer Service in 2023. Self-service option.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Move Blog or Knowledge Base drafts to a different community location. Khoros Communities 22.10

Social Media 52

Social Media Roadmap Trends Hospitality 52

TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Improve AHT with knowledge bases. Agents can be assigned to different channels, such as voice, email, chat, and social media.

Call Center 196

Call Center Self Service Strategy Contact Center 196

SurveySensum

OCTOBER 10, 2023

It offers built-in dashboards and reports to gain a better understanding of survey results. This includes managing contact lists, tracking customer attributes, difficulty setting up web surveys, tracking customer attributes, lack of advanced reporting, etc. It also offers tagging and segmenting of feedback for actionable insights.

Knowledge Base 52

Knowledge Base Multi-Channel Survey Feedback 52

Comm100

APRIL 30, 2020

Provide answers with a flexible knowledge base. One way to deal with this is through an intelligent knowledge base. Your agent-facing knowledge base is accessible within the Comm100 agent console. Couple this with much higher chat requests, and your agents could soon feel out of control and unequipped.

Knowledge Base 131

Knowledge Base Omni-Channel Self Service Social Media 131

CSM Magazine

JULY 18, 2023

Customers increasingly want a unified and consistent experience across all modes of contact, including phone, email, chat, social media, and self-service portals. Organisations are investing in comprehensive self-service portals, knowledge bases, and chatbots that can provide quick answers and solutions.

Customer Centricity 52

Customer Centricity Self Service Customer Service Omni-Channel 52

Eptica

JANUARY 24, 2020

. #1 Being asked for feedback ALL THE TIME While nothing beats the awkwardness of promising a cashier that you will absolutely take their survey and leave a glowing review as soon as you get home, digital customer experience can also lead to making consumers feel like part-time unpaid survey machines. as well as feedback surveys.

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

Comm100

JANUARY 21, 2020

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. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

CSM Magazine

APRIL 13, 2021

You can also join online forums and attend sector events, and organize polls and surveys that will help you narrow down your marketing focus. Use Self-Service Knowledge Base for Customer Support. A self-service knowledge base is crucial to scaling your SaaS startup successfully. Leverage Social Media.

Self Service 52

Self Service Tips Knowledge Base Social Media 52

CSM Magazine

DECEMBER 13, 2023

These options, such as FAQs, chatbots, and knowledge bases, not only save time for the customers but also reduce the workload of customer service agents. Omnichannel Support To cater to different customer preferences, businesses are offering support across multiple channels – including social media, email, phone, and live chat.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52