AWS Machine Learning

JULY 15, 2024

Today, Mixbook is the #1 rated photo book service in the US with 26 thousand five-star reviews. In this post we show you how Mixbook used generative artificial intelligence (AI) capabilities in AWS to personalize their photo book experiences—a step towards their mission. DJ Charles is the CTO at Mixbook.

Travel 119

Travel e-support Innovation User Experience 119

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. Let’s consider an e-commerce platform that aims to develop its customer experience through a detailed VoC program. Recommend content: Suggest options based on previous actions or interests.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. For Support Team Leaders.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Vonage

OCTOBER 2, 2017

And with this wealth of data and the technology to support it, consumers often feel like there’s no excuse for getting it wrong. While 24/7 call centers may not be possible, consumers expect longer opening hours and weekend support. Consumers don’t expect to have to break this habit for a business.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435

Vonage

AUGUST 30, 2017

And with this wealth of data and the technology to support it, consumers often feel like there’s no excuse for getting it wrong. While 24/7 call centers may not be possible, consumers expect longer opening hours and weekend support. E-commerce has become commonplace – and shoppers no longer expect to pay for the convenience of it.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

ECXO

JULY 22, 2024

Inspired by Ramli John’s insightful book, “Product-Led Onboarding,” we discovered that while ideal design and user experiences can mitigate the need for extensive onboarding programs, they are not always attainable. A robust onboarding process ensures ongoing value and support, which is crucial for developing loyal customers.

B2B 207

B2B Customer Experience Self Service e-support 207

C3Centricity

DECEMBER 31, 2018

If you believe that you could be getting better support on your customer understanding and insight development, then these ten ideas will take you a long way to doing this in 2019. It also shares ten steps to reinventing and upgrading your market research department. Just click on the button and you will be taken directly to the survey.

Brands 293

Brands Strategy Customer Journeys Infographics 293

Comm100

MAY 4, 2022

While telephone and email were once the go-to support channels, today’s members now expect more. Members that traditionally sought in-branch support now expect digital services to supplement their member experience. The need to shift towards digital support is also increasing as Millennials and Gen Z reach financial maturity.

Chatbots 242

Chatbots How To Omni-Channel e-support 242

Inbenta

OCTOBER 30, 2024

Chatbots have numerous applications in different industries as they facilitate conversations with customers and automate various rule-based tasks, such as answering FAQs or  booking flights. Chatbots in e-commerce  use NLP to understand shoppers’ queries and answer them accurately.

e-support 52

e-support Virtual Agent Chatbots Self Service 52

Kustomer

AUGUST 24, 2021

The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020.

e-support 114

e-support Customer Experience Self Service Omni-Channel 114

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Example: An e-commerce platform could use AI to predict potential shipping delays and proactively notify customers, offering alternative shipping options or compensation for the inconvenience.

Customer Service 59

Customer Service Social Media e-support Travel 59

AWS Machine Learning

APRIL 1, 2025

The feature supports both interactive testing through the Amazon Bedrock console and automated testing through API integrations, with the ability to export test cases in JSON format for integration into continuous testing pipelines or documentation workflows. aws/models/{service_name}/{version}") dest_file = f"{dest_dir}/service-2.json"

Policies 94

Policies Guidelines e-support System 94

InMoment XI

OCTOBER 8, 2024

The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported. A customer experience program helps your organization improve customer experience by facilitating cross-functional collaboration between various departments such as sales, marketing, support, etc.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

BlueOcean

NOVEMBER 25, 2019

I want to take a moment to recognize Rodrigo for his tremendous support on a recent issue we faced with our customer. R-E-S-P-E-C-T. I would honestly rate your Customer Support team amongst the very best I have experienced: and I’ve interacted with quite a few! The agent was very nice, super supportive, and informative.

Examples 156

Examples Customer Service e-support Ecommerce 156

Kustomer

MARCH 10, 2021

In this month’s edition, we discuss how a business was able to easily style their auto response e-mails, how integrating data powers a better agent experience, and the power of intelligent routing to get urgent issues solved more quickly. It’s fast, easy to learn, well supported across platforms, and translates flawlessly to HTML.

e-support 98

e-support System Resources Data 98

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. So, if your NPS is flat, but customer effort scores are dropping, that signals a friction point in your journey—maybe users are finding it harder to reach support or complete a task.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

OCTOBER 30, 2024

Customer service interactions : Your customer support team plays a vital role in collecting and analyzing customer calls, emails, and support chat feedback. Book free guided trial of Thematic 4: Visualization Insights are only valuable if they are easily shared and accessible by the people who need to use them.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Kustomer

APRIL 14, 2021

While post-transaction support, like order status and return initiation, likely will never subside, CX teams can now take on more of a revenue-generating advisory role, answering product questions or directing customers to better alternatives. Read on for a preview, and access the full e-book here. The Shift to Digital-First.

Retail 101

Retail Consumers e-support Omni-Channel 101

Comm100

JUNE 5, 2024

For more complex online purchases, like purchasing insurance or booking luxury trips, live chat can also be used to notify users about digital signatures , 2FA, potential discounts, and any other relevant features or info that might streamline the process. This makes the interaction more relevant and engaging.

Abandon Rate 189

Abandon Rate Ecommerce Chatbots e-support 189

CSM Magazine

JANUARY 3, 2025

This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth. Consistency: Ensuring uniform service quality across all languages.

Tools 52

Tools e-support Customer Satisfaction Travel 52

CloudCherry

DECEMBER 1, 2018

Be empathetic and knowledgeable: Understand each member’s unique situation and offer advice and support based on your credit union’s products. Download our free e-book on building a modern member experience program and learn: 1. Struggling to transform member experience at your credit union?

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

DCX

OCTOBER 22, 2024

A huge shoutout to my Premium subscribers who generously support the DCX Newsletter through their subscriptions or by expensing it as a valuable educational resource. Let's say you run an e-commerce platform for home decor and want to completely revamp your new customer onboarding experience. Thank you! Sounds magical, right?

Social Media 52

Social Media e-support Innovation Course 52

Kayako

APRIL 15, 2019

Giving the example of Amazon and how people find them to always have the best price, Shep tells us how the e-commerce giant allows you to buy a product from a 3 rd party vendor at a lower price if you like. In Shep’s book “The Convenience Revolution”, he talks about convenience as a way to differentiate from the competition.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

CSM Magazine

APRIL 11, 2024

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys.

CRM 52

CRM e-support Customer Experience eBook 52

Comm100

FEBRUARY 9, 2021

The handoff from support is seamless, it’s brought in great leads, and has led to shorter sales cycles. This requires a lot of engagement and communication, and while phone had been their primary customer support channel for many years, it’s unpopularity, particularly with their younger donor demographic, was causing issues.

Examples 180

Examples Industry e-support Abandon Rate 180

PeopleMetrics

OCTOBER 19, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about Customer Experience, Pharma Patient Support Services and more. Just sign-up on our e vents page and we will send you the recording of the session afterwards. Tune in for short, casual conversations Tuesday's at 2:00pm ET. No problem!

Video 118

Video Feedback Survey CEM 118

CSM Magazine

JUNE 14, 2021

Amazon is the biggest international e-commerce platform that offers consumer electronics, digital content, computing services and more. By selling used books on Amazon you can start your own small business that will provide you with a temporary or stable monthly income. Start listing your books. fee for every book you sell.

Customer Service 52

Customer Service How To e-support Banking 52

Joe Rawlinson

MAY 29, 2019

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given. But what can be done? But what can be done? Revamp Your Email Marketing Strategy.

Sales 102

Sales e-support Retail Social Media 102

Joe Rawlinson

NOVEMBER 28, 2018

When Amazon first began life in a lackluster one-room office, it was an online bookstore that shipped books to one or two customers in the entire nation. Recently, the e-commerce giant crossed 1 trillion in market cap and the founder is the richest person in the world. The mantra is simple.

Customer Service 144

Customer Service Hotels e-support Customers 144

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. These methods, combined with AI-powered survey tools, help businesses extract meaningful insights from open-ended responses, online reviews, and customer support interactions. Just look at the case of DoorDash.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

OCTOBER 4, 2024

It involves the collection and analysis of customer feedback across all touchpoints, from the first visit to the company website to conversations with customer support. The program is likely to boost satisfaction and give existing customers an incentive to book rooms in the future. Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

MARCH 26, 2019

It can eliminate mundane, repetitive task for support center agents and help them build better rapport with their customers, which thereby improves the customer experience. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars.

Chatbots 127

Chatbots Contact Center e-support Social Media 127

NobelBiz

JULY 27, 2021

In that regard, NobelBiz just launched its second e-book on the topic of On-premise vs. Cloud Contact Center Solution. We have an extensive list of CRM and API integrations in our arsenal with support from our development and engineering teams. Rapid migration: quick implementation.

Contact Center 52

Contact Center Omni-Channel e-support CRM 52

SurveySensum

MARCH 5, 2025

Enhances Agent Performance : Provides feedback on agent interactions, enabling better training and support. Supports Compliance and Risk Management : Ensures adherence to regulations by monitoring interactions for compliance violations. By leveraging this tool, you can: Tailor customer support responses based on past interactions.

Call Center 52

Call Center Analytics Contact Center Analysis 52

DCX

NOVEMBER 26, 2024

What if customers never had to contact support because every issue was resolved before they even noticed it? Something breaks; you call support. Take e-commerce: if an order is delayed, most companies today send a bland apology email. Imagine a support team that’s no longer buried under routine tickets.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

Experience Investigators by 360Connext

FEBRUARY 12, 2018

I use audio books to keep up with business reading when I ride the train. The best companies offer resources to encourage and support the lifelong learning of their employees. A large financial services organization began an e-learning program to improve financial literacy as part of their customer experience mission.

Course 173

Course Video Training e-support 173