Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Free all-in-one customer engagement platform. Listen to customer feedback.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. If you can automate outbound messages, why not convert and engage more? Remember: Mind your response time.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5%

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omni-Channel 226

Omni-Channel Customer Service Chatbots Social Media 226

eGain Blogs

MARCH 15, 2020

A leading tax prep organization, one of our key clients, has been doing it already— helping taxpayers at scale with a chatbot-fronted, omnichannel digital service and sales process, that includes human-assisted chat (text and video) and cobrowse. Make sure you don’t create yet another customer engagement silo with your chatbot.

Customer Experience 52

Customer Experience Chatbots Omni-Channel Self Service 52

Comm100

FEBRUARY 9, 2021

In 2020, Covid-19 restrictions rendered the traditional open house event impossible. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! Canadian Blood Services – Connecting with their digital-first customers (and increasing appointments).

Examples 148

Examples Industry e-support Abandon Rate 148

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. Shopping for an omnichannel solution can be intimidating. The Essentials.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Answer Dash

SEPTEMBER 19, 2018

Zendesk just announced their new omnichannel platform. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. This is a customer engagement platform that gives us a fresh look at omnichannel customer service.

Contact Center 61

Contact Center Self Service Omni-Channel Knowledge Base 61

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. The right channel for the job.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. What is Digital Omnichannel?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. The right channel for the job .

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Bold360

APRIL 27, 2017

The right analytics does this for you, adding to the knowledge base of information with every interaction your customers have with your business, grouping questions by trends, and extracting what you need to know and act upon from your own pre-defined business goals. trillion on travel by 2020.

Tourism 56

Tourism Travel Customer Service e-support 56

Comm100

JANUARY 6, 2022

While every organization will have a unique definition of CX, it’s much easier to describe what excellent digital CX looks like for the end customer. To achieve digital CX excellence, support must include the following: Omnichannel . First and foremost, today’s digital support must be omnichannel.

Customer Experience 229

Customer Experience Omni-Channel Chatbots Social Media 229

Comm100

OCTOBER 25, 2021

Customers can receive answers in real time with minimal effort – all within a digital medium that has become integral to their everyday life. One of the greatest benefits of live chat for customers over phone support is the immediate response that live chat provides. Younger generations demand to connect how and when they want.

Contact Center 226

Contact Center Knowledge Base Omni-Channel Chatbots 226

Kustomer

JULY 23, 2019

Unfortunately, many tactics that once served an organization well in engendering a customer-first culture simply fail to keep up with the enormous increase in both customer data, and use of connected devices. Automation tools can decrease costs to just 10¢ per contact.

Connections 45

Connections Self Service Customer Experience Data 45

Comm100

FEBRUARY 25, 2021

Free all-in-one customer engagement platform. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. Say yes to Omnichannel . Companies with strong omnichannel customer engagement see a 9.5% Sign Up Free.

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

SurveySparrow

OCTOBER 7, 2020

Here’s a list of the top 10 customer onboarding tools to check out in 2020. . Why is a customer onboarding tool pivotal to your business success? Using the ability to sync these platforms, you can also improve customer engagement. Features of Whatfix: Engagements at multiple touchpoints. Optimizely.

Tools 59

Tools Analytics Touchpoint Survey 59

CX Journey

MARCH 7, 2019

Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer experience as an incredibly important piece in the success (or failure) of any brand. The present-day customer has a myriad of choices on products or services they are looking for.

Competitive Advantage 105

Competitive Advantage Self Service Customer Experience Chatbots 105

Inbenta

JANUARY 17, 2022

Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. 2022 will see new trends that will redefine the customer service landscape – what’s new this year?

Self Service 98

Self Service Trends Customer Service Chatbots 98

CX Journey

MARCH 7, 2019

Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer experience as an incredibly important piece in the success (or failure) of any brand. The present-day customer has a myriad of choices on products or services they are looking for.

Competitive Advantage 81

Competitive Advantage Self Service Customer Experience Chatbots 81

Retently

FEBRUARY 27, 2019

Test onboarding approaches and monitor the customer health score based on their behavior. Whatever option you go for, make sure it is straightforward enough to be understood and encourage engagement. Provide Value-Packed Content That Keeps Customers Engaged. Customer engagement content.

Social Media 133

Social Media NPS Omni-Channel Effort Score 133

SmartKarrot

DECEMBER 9, 2020

Customer experience is a determining factor to stick out from the competition. In 2020, this aspect held true more than ever. The COVID-19 pandemic forced companies to cater to customer experience in a whole new aspect. Customer experience has become a top priority for businesses and more so in 2021.

Trends 22

Trends Customer Experience Self Service Omni-Channel 22

ProProfs Chat

APRIL 30, 2020

Did you watch the OnePlus April 2020 launch event? After months of anticipation and multiple speculations, I finally had the opportunity to see what new specs made their “Lead with Speed” series special and what’s new for the customers. Measure 1: Decide the Intent Behind Your Message to the Customer. Use a Knowledge Base.

Communication 91

Communication How To Social Media Knowledge Base 91

Ecrion

SEPTEMBER 23, 2020

64% of consumers consider customer experience more important than price when deciding to make a purchase with a brand. A majority of customers prefer knowledge bases over all other self-service channels. 52% of people worldwide think that companies must take action based on feedback from their customers.

Infographics 105

Infographics Self Service Customer Service Social Media 105