5 Keys for Multi-Channel Customer Support

360Connext

Welcome to Multi-Channel Customer Support. That’s the same feeling customers have when it takes four different channels to get an answer. What’s worse, is when it’s obvious the various channels aren’t connected.

Omni-Channel vs. Multi-Channel Retailing

Bold360

Customers reach out to organizations and businesses in a variety of ways today, including text, web, mobile, social media, email, and phone. Multi-channel retail experiences simply imply the use of multiple channels when delivering customer experience.

Multi-Channel Marketing and What It Can Bring to Your Business

LiveChat

Multi-channel marketing didn’t make sense because sellers got results without going the extra mile. They appear on different channels familiar to potential customers so that they have a higher chance of netting a sale. What is multi-channel marketing.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. We talk a lot about “future-proofing” your business.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. This year, digital channel. communication channel options. channels, companies must create. communication channels, and. plan for more complex channels, such as connected devices?

Social Media Management And Its Benefits To Omni Channel Retail Stores

Magellan Solutions

There is a very big chance that every person reading this has at least one social media account. That just goes to show how essential social media is to the lives of modern day consumers like you and me, and how critical it is for businesses to pay attention to this fact.

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

7 Social Media Marketing Strategies to Drive Results

ReviewTrackers

You have already planted your business flags on popular social media properties. Now, it’s time to grow your social media presence, drive engagement, and get real results that can impact your bottom line. 7 Social Media Marketing Strategies to Drive Results .

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

At NICE inContact, our focus is to help organizations of all sizes deliver those exceptional experiences no matter how their customers choose to interact with them – whether by chat, text, social media messaging, phone or myriad of other channels used around the world.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

The right software is a key asset… Today’s digital customers are more impatient than ever, so customer service on social media must move at the speed of now. Trying to maintain an active brand presence on social media without the right software is like trying to build a house without nails. Call Center Best Practices Contact Center Management Contact Center Trends & Insights Multi-channel Contact Center Omnichannel

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. You bet.

The History of Customer Service in 500 Words

NICE inContact

Email and social media changed the game as customers began to demand that companies be available and easy to reach on these channels, but even today many brands seem to engage with customers on social media only when they must. Brands that use a variety of channels for customer communication often make little attempt to share data between channels to create a better picture of who customers are. The history of commerce stretches back 150,000 years.

The Digital Revolution: Rising Consumer Expectations

NICE inContact

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. In fact, research finds that Generation Z and millennials have a clear preference toward these next-generation digital channels when communicating with companies. Digital today is much more than just email and chat.

3 Ways to Streamline Digital Customer Service Integration

NICE inContact

The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resources. b) Determine the most useful channels for your customers. Determine the most in-demand channels for customers — they’re probably digital channels. Digital customer service and business both move at the speed of now.

How Businesses Can Create Incredible CX

NICE inContact

” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels. Consumers value choice.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

The right software is a key asset… Today’s digital customers are more impatient than ever, so customer service on social media must move at the speed of now. If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it.

Omni Channel vs Multi Channel: What’s the Difference and Who Does it Best?

Bold360

Multichannel: • Literally means ‘many channels’. Often includes a bricks and mortar store, a website, a mobile phone website or app, advertisements, word of mouth, social media pages and more. Gives a Collective Content Experience, between all of these channels.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. In the old days, formality was king, but the way we communicate on social media is very different. The customer should set the tone of the conversation on social media. Agents will move freely among channels, and service will scale up and down over the course of the day.

5 Reasons Customers Love Chatbots

NICE inContact

And considering the speed and immediacy of communication on social media, who can blame them? Call Center Best Practices Contact Center Trends & Insights Customer Experience Multi-channel Contact Center OmnichannelChatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options.

Is Social Media a Risk?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Multi-channel Support Social Media Videos leadership

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE inContact

More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR). Voice being by far the most preferred contact channel.

5 Reasons Why Social Media Is Critical for Great Customer Service

Win the Customer

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. And compared to consumers, businesses are significantly more likely to prefer interacting with their customers via video chat, social media, virtual assistant/chatbot, and/or home electronic virtual assistants.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. When you’re doing omnichannel right , you can unify all your digital channels into one platform to capture customers wherever they choose to interact. Key takeaway: It’s vital to be available on channels your customers use.

How to Do Social Customer Service for the Right Customer Experience

Win the Customer

Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels.

Multi-Channel Ecommerce ? How to Create Your Own Success Story

Bold360

Likewise, having on site-support in the form of a self-service widget is great, but if your social media channels are unable to provide the correct level of support, you?ll Creating that story, the one in which your customers feel important and well taken care of is going to take a lot of work. Today, it?s s not enough to have great phone support but limited email resources.

Are You Prepared to Offer Customer Service via Text/SMS?

NICE inContact

This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . All contact types from every possible channel should come through the exact same interface.

Social Media and Customer Service: A Match Made in Heaven?

CSM Magazine

The majority of a customer interaction now happens online, through the mediums of online help or social media. Faster, simpler, more direct – three of the many reasons to set up customer service methods on your social media accounts.

Do Your Service Channels Turn Your Customers into Net Promoters?

NICE inContact

In this latest research, we asked more than 900 contact center leaders how likely customers would be to recommend their company based on the consumers’ experience with the company’s service via specific service channels (e.g., There were significant discrepancies between customers and companies, with businesses giving themselves higher net promoter scores than their customers did for every service channel. The post Do Your Service Channels Turn Your Customers into Net Promoters?

5 Ways to Improve Your Customer Service

NICE inContact

Customers want more options for customer service, specifically social media and digital channels. Companies that deliver these options will be much better off: Companies that provide a consistent service quality across multiple channels retain 89% of customers Companies that do not provide a consistent quality are only able to retain 33% (Aberdeen Group). Key takeaway: It’s vital to be available on channels your customers use. Practice makes perfect, right?

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

NICE inContact

When we engage a company we want to communicate on the channel that is most convenient for us. So what channels do people, specifically millennials, prefer to communicate on? Social media. Advantages of the Cloud Customer Experience Multi-channel Contact Center

5 Ways to Build More Trust Online With Customers – by Amy Barton

ijgolding

You will also help to build trust with your customers if you showcase relevant logos and certifications on your website and other marketing collateral, such as your email signatures, social media profiles, and online advertising.

Which Channels do Customers Trust the Most?

NICE inContact

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. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Do certain channels illicit more honesty? Which channels do customers trust the most?

3 Reasons to Focus on Your Weakest Customer Service Channel

NICE inContact

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. See if it sparks you to rethink your weakest channel. We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. The omnichannel approach has sent customer service professionals into a tizzy trying to buy the latest technology or go viral on social media.

Social Media Presence vs. Social Media Customer Care

Brad Cleveland

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. … Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Social Media customer access strategy

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

NICE inContact

inContact’s Open Cloud Platform afforded Carlson omnichannel functionality, ease-of-use, and an ability to quickly switch guests to the next available agent—regardless of agent location or the communication channel in use.

Q&A on Social Media Customer Support

Brad Cleveland

Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Social Media customer access customer access strategy strategy

Article on Customer Service Trends

Brad Cleveland

If these are issues on your mind for the future of your customer service center, … Call Center Contact Center Customer Service Leadership Multi-channel Support Research/Statistics Social Media ai artificial intelligence Brad Cleveland leadership strategy