Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Photo by Wilfred Iven.

Social Media 110

Social Media Engagement Video Innovation 110

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Vonage

FEBRUARY 23, 2017

Half of consumers move on after poor customer service. In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Poor customer service costs business billions annually.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. See you in 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Comm100

JUNE 15, 2022

If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Canadian Blood Services. Tangerine Telecom.

Chatbots 229

Chatbots Industry Customer Service Wait Times 229

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

transcosmos Information Systems

JULY 6, 2017

Customer service defines a brand, as it can make or break your business. If you want to establish your brand as trustworthy and reliable, it’s important to provide exemplary customer support services. Today, social media plays an important role in the customer service industry. 3. Xbox.

Social Media 78

Social Media Tools Examples Customer Service 78

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Nobody’s picking up the phone.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. The future is social. Create one-to-one relationships.

Customer Service 120

Customer Service Social Media Hotels Conference 120

Experience Investigators by 360Connext

NOVEMBER 20, 2014

She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Joe Rawlinson

MAY 18, 2016

In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth.

Brands 94

Brands Customer Service Social Media Exceptional Customer Service 94

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social Customer Care: Best Practices for Major Engagement. 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

CX Journey

DECEMBER 20, 2017

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

Communication 137

Communication Brands Social Media Touchpoint 137

ProProfs Chat

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Strategy 98

Strategy Customer Service Marketing Social Media 98

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 110

Technology Customer Experience Social Media Trends 110

Kayako

AUGUST 30, 2017

Plus, Zapier and other places who use all hands support say it saves them money and time in addition to company culture benefits (support finally gets the respect it deserves, and everyone starts to see the product through the eyes of the customer). They were just executing an all hands social media strategy.

e-support 200

e-support Customer Satisfaction Effort Score Software 200

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.

Social Media 40

Social Media Customer Service Customer Service Strategies Brands 40

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!)

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. 5 quick ways to support the impatient customer.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

Experience Investigators by 360Connext

JANUARY 30, 2015

. = e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);'' A bad customer service email is just one interaction, but these kind of things could haunt your brand. Disaster Alert: Proactive Customer Service to the Rescue.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Beyond Philosophy

NOVEMBER 18, 2014

The least Customer-focused companies either don’t have any one person who owns it, leaving each department to determine their way of doing things or let Customer Experience happen by chance. How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Provide Support

AUGUST 30, 2016

Gone are the days when we didn’t need to worry about using social media for customer support. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. © 2003 - 2015 Provide Support LLC. But today, it’s not even a question.

Social Media 47

Social Media Infographics Brands Consumers 47

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 46

Contact Center Customer Engagement Engagement Customer Service 46

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Customers That Stick

DECEMBER 22, 2014

We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email. We will be returning on January 5, 2015 with new and exciting content on customer service and customer experience.

Social Media 99

Social Media Customer Service Engagement Customer Experience 99

Esteban Kolsky

MARCH 2, 2016

I am as tired of telling you not to embark on Social Customer Service as you are of telling me I am a grouchy old man and I don’t get it. no problem – but still… don’t do social customer service. Respondents who do not use social media cited a number of reasons why.

Customer Service 60

Customer Service Social Media Case Study Study 60

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. ” Customer service on chat was fast, yet frustrating.

Social Media 40

Social Media Retail Customer Service Study 40

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. A quick resolution is foremost on a customer’s mind.

Self Service 84

Self Service Social Media Customers Trends 84