Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

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

CSM Magazine

MARCH 19, 2025

AI-powered communication is raising the bar, offering instant support and personalized product recommendations that feel surprisingly human. Industry Impacts: Transformation in the Real World Retail: Your New Digital Shopping Concierge Conversational AI is improving the buying process for e-commerce brands.

Customer Satisfaction 52

Customer Satisfaction Industry e-support Chatbots 52

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). The challenge?

Analytics 62

Analytics Trends Marketing Social Media 62

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

Customer Service 59

Customer Service Social Media e-support Travel 59

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. 99% of customers now believe that companies need to improve their service and support. In 2021, this meant that 48% of organizations diversified the digital channels they support.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Alida

JULY 5, 2016

As I discuss in my new e-book Winning the Research Revolution , researchers are more important than ever because businesses are invested in being customer-centric. A growing number of resources support agile approaches in research, including insight communities, social media, DIY research tools (e.g.

Marketing 180

Marketing Analytics e-support Social Media 180

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Online communities : Online communities can encourage discussion and engagement.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. Social media listening – Analyze comments, mentions, and discussions about your brand. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. AI, on the other hand, can digest massive amounts of customer data in seconds—pulling in insights from emails, chat logs, surveys, reviews, and social media. Take Atlassian , for example.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

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

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 244

Chatbots How To Omni-Channel e-support 244

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

Comm100

FEBRUARY 9, 2021

The handoff from support is seamless, it’s brought in great leads, and has led to shorter sales cycles. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! Jasmina Duric, Manager of E-Services and Support Department.

Examples 210

Examples Industry e-support Abandon Rate 210

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. Forecast demand trends to optimize staffing, inventory, or support capacity. Support adjusts messaging in real time. But collecting feedback is only half the battle.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

JANUARY 21, 2025

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? Text analytics acts as a secret decoder for all the text your business interacts with—customer reviews, social media comments, emails, and more. They use text analytics ! So, what is text analytics?

Analytics 62

Analytics Data Social Media Analysis 62

Thematic

FEBRUARY 23, 2025

That’s equivalent to every person on Earth streaming 4K video nonstop for over three years or stacking enough books to reach the moon and back…100 times. e.g., “Track sentiment trends across 10,000 support tickets over six months.”) Book free guided trial of Thematic 3.

Analytics 62

Analytics Social Media Analysis e-support 62

Thematic

FEBRUARY 3, 2025

Customer Support: Resolving Complaints and Improving Service In customer support, speed and accuracy are everything. Such is the case of DoorDash, which used Thematic’s text analytics to review support tickets. Social Media Monitoring: Enhancing Social Listening Social media is where many customers spend a lot of time.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. She recently wrote the book on customer understanding ! Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews.

Feedback 62

Feedback Social Media Analysis Survey 62

BirdEye

SEPTEMBER 25, 2023

AI in real estate marketing helps businesses by providing data-driven insights, personalized marketing, and 24/7 customer support, enhancing efficiency, and increasing customer engagement for better results. 7 – 24/7 customer support. Social media marketing Your customers are on social media, and your brand should be, too.

Marketing 111

Marketing Social Media Advertising e-support 111

Comm100

MARCH 18, 2020

Social media platforms can be a great way to engage with your customer community, but a website is the first thing customers will look for to get the most updated information about how your business has been affected, whether it be hours or service offerings. Book stores can host virtual book clubs. Instagram Shop.

Social Media 146

Social Media Travel Government e-support 146

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. Social media has transformed how customers and businesses interact. AI might be more useful to employees rather than customers.

Chatbots 128

Chatbots Contact Center e-support Social Media 128

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

MARCH 20, 2025

 By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times. Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them.

Analytics 62

Analytics Customer Service Analysis e-support 62

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. She recently wrote the book on customer understanding ! Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

MARCH 15, 2023

If you’re a marketer or business owner looking to stay ahead of the competition, understanding social media demographics is essential. As these platforms progress, the type of social media user will continue to shift. For example, take age groups on social media.

Social Media 52

Social Media Data Entertainment Groups 52

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

Comm100

MARCH 18, 2020

Book stores can host virtual book clubs. Live chat provides real-time, personalized support to your customers and is intuitively easy-to-use for everyone. Remember that if you’re driving traffic to your social media page, you need to make sure that you’re providing as attentive customer service here as you are on your website.

Social Media 130

Social Media Travel Government e-support 130

Kayako

MARCH 14, 2017

Unlike traditional e-commerce businesses, vCom brands are vertically integrated, meaning they control almost every aspect of their distribution. Their tongue-in-cheek humour is evident throughout, from their launch video (with over 24m views) to quirky faux quotes on their packaging, and social media interactions.

Brands 99

Brands Customer Experience Retail e-support 99

Kayako

JULY 14, 2016

Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit. How to search LinkedIn for your next support hire.

How To 120

How To e-support Conference Groups 120

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

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

Experience Investigators by 360Connext

JANUARY 30, 2015

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Customer Service 110

Customer Service e-support Social Media Leadership 110

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

transcosmos Information Systems

AUGUST 17, 2017

For this reason, outsourcing companies no longer just offer phone or email customer support. Customer care service can be delivered through social media, mobile apps, messaging platforms, or even SMS. Customers interact with brands through different touch points, be it by phone, email, social media, or your website.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75