GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Today, they might work several channels at once. Here’s a quick look at a few findings.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

SmartMessage Blog

JANUARY 21, 2024

These platforms integrate various functionalities for a wide array of functionalities, including email marketing, social media management, customer relationship management (CRM), analytics, and much more. They play a key role in cross-channel marketing, allowing marketers to reach customers on their most personal devices.

Omni-Channel 59

Omni-Channel Multi-Channel Social Media Analytics 59

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

JANUARY 5, 2017

In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. 1 Connect with omni-channel shoppers. . #1 1 Connect with omni-channel shoppers. 4 Be available 24/7.

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Omni-Channel Consumers Social Media Self Service 149

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). Everything from the overall design of the pages to customer service to overall functionality plays into CX. Out of the companies working actively to improve customer experience, about 84 percent saw an increase in revenue.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. Shoppers are now familiar with the omni-channel choice and quite enjoying it. This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

Vonage

AUGUST 30, 2017

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. Social media is changing the definition of what’s “fast”.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

Experience Investigators by 360Connext

NOVEMBER 6, 2014

While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once only sold online are building stores for customers to visit in real life. Becoming truly omnichannel. Customers today want to shop how they want. Customers want convenience.

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Omni-Channel Trends Retail Ecommerce 258

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

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Omni-Channel eBook Automotive CRM 147

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. However, it’s not all bad.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

NICE inContact

JUNE 14, 2017

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. Voice being by far the most preferred contact channel.

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Omni-Channel Customer Expectations Self Service Meeting 145

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

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Self Service Consumers Customer Service Social Media 130

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

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Self Service Customer Service Strategy Omni-Channel 179

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 196

Software Chatbots Customer Service Knowledge Base 196

Feedbackly

MAY 11, 2023

In this age of convenience, customers demand a lot more agility from brands than before, and omnichannel customer experience is one of them. A study by Harvard Business Review shows that the majority of customers prefer to use multiple channels in their buying journey, and omnichannel clients tend to spend more than others!

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Omni-Channel Customer Experience How To Social Media 52

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

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Omni-Channel Chatbots Social Media Software 216

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives.

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Retail Return on Investment ROI Analysis 260

ProProfs Chat

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”. Tweet this.

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Omni-Channel Social Media Customers Knowledge Base 105

Oracle

OCTOBER 26, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last.

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Omni-Channel Customer Satisfaction Strategy Fashion 40

NICE inContact

JUNE 7, 2018

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. This is an alarming discrepancy. Adapting to New Tools. What’s Next?

Omni-Channel 120

Omni-Channel Consumers Customer Experience Social Media 120

Uniphore

AUGUST 30, 2015

As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. Read More.

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Omni-Channel Contact Center Social Media Customer Service 100

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Uniphore

MAY 22, 2017

Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Read More.

Omni-Channel 133

Omni-Channel Social Media Customer Service Strategies Customers 133

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Omni-Channel 96

Omni-Channel Feedback Customer Experience Data 96

SmartMessage Blog

MARCH 24, 2023

This article will examine how we can achieve good results in omnichannel marketing and automation with ChatGPT. How Can ChatGPT Empower Omnichannel Marketing Strategies? Omnichannel marketing is the most important strategy feature for seamless experiences. Today, end users reach brands through various channels.

Omni-Channel 52

Omni-Channel Marketing e-support How To 52

SmartMessage Blog

MARCH 3, 2024

What is Omni-Channel Customer Experience? Omni-channel customer experience is an integrated approach to customer interactions across various channels. By understanding customer preferences and behaviors, businesses can tailor interactions to meet their needs at every touchpoint.

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Omni-Channel Customer Journeys Customer Experience Touchpoint 52

SmartMessage Blog

MAY 12, 2023

Social media marketing has become a crucial aspect of business strategy in today’s digital age. Today, billions of users use social media platforms. Businesses invest heavily in social media to reach a larger audience and increase brand awareness. What is Social Media Marketing?

Social Media 40

Social Media Marketing Advertising B2B 40

SmartMessage Blog

MAY 16, 2023

This article will examine how we can achieve good results in omnichannel marketing and automation with ChatGPT. How Can ChatGPT Empower Omnichannel Marketing Strategies? Omnichannel marketing is the most important strategy feature for seamless experiences. Today, end users reach brands through various channels.

Omni-Channel 52

Omni-Channel e-support Marketing How To 52

Vonage

FEBRUARY 28, 2017

Technology evolves rapidly and it shapes the shopping habits of consumers, but businesses have a hard time evolving at the same rate as their customers. Add to this that technology is raising customer expectations even further, and a lot of businesses are in a difficult position. Digital customer experience.

Omni-Channel 120

Omni-Channel How To Social Media Culture 120

Customer Guru

MAY 30, 2018

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization.

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Omni-Channel Customer Centricity e-support Social Media 95

SuiteCX

JUNE 16, 2017

The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. Companies like Amazon Go enable customers to purchase items without checking out at all. Disruptions in the Industry. IoT-Internet of Things.

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Omni-Channel Retail Industry Multi-Channel 124

Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

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Self Service Customer Experience Chatbots Chief Customer Officer 141

Talkdesk

JULY 26, 2016

Omnichannel experiences are all the rage these days. From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. In this week’s installment of the customer experience weekly, we’ll be diving deep into omnichannel customer experience. Horowitz || Talkdesk.

Omni-Channel 40

Omni-Channel Tips Social Media Customer Expectations 40

Maru/HUB

FEBRUARY 2, 2018

This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80