5 Keys for Multi-Channel Customer Support


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


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


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.

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.

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?

3 Ways to Streamline Digital Customer Service Integration

NICE Systems

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.

5 Reasons Customers Love Chatbots

NICE Systems

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.

Why Great Digital Customer Service Needs Vision and Commitment

NICE Systems

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 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.

7 Social Media Marketing Strategies to Drive Results


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 .

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.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE Systems

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 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE Systems

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.

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.

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


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.

5 Ways to Improve Your Customer Service

NICE Systems

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?

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE Systems

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.

Do Your Service Channels Turn Your Customers into Net Promoters?

NICE Systems

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?

Is Social Media a Risk?

Brad Cleveland

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

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE Systems

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.

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

NICE Systems

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.

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


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.

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

NICE Systems

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


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 Systems

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 Systems

“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.

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

NICE Systems

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.

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

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

6 Things Every CEO Should Know about Customer Service

Tricia Morris

Another Bain & Company survey shows that customers end up spending 20% to 40% more with companies who engage and respond to social media customer service requests. Let’s face it.

Communicating Access Alternatives to Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Social Media Videos Brad Cleveland customer access customer access strategy customer experience customer relationships multichannel

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Measuring Social Interactions

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

Let me give you three steps that are absolutely fundamental in delivering services through social channels. You don’t just walk into a room and start talking, and that’s just as true in the social world.

WebHelp and Swedish Rail — Customer Experience on the Right Track

NICE Systems

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels.

5 Ways to Become an Omnichannel Customer Experience Pro


Social media platforms like Snapchat and Instagram wouldn’t be released until three or four years later. At the time, sophisticated interaction channels like social media, web chat and presence were available to enhance the CX.