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. Book free guided trial of Thematic 8. They uncovered merchant frustrations, like slow system updates.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Thematic

MARCH 20, 2025

 By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times. One of the biggest challenges in customer support is prioritizing urgent issues. It flags high-priority cases based on sentiment analysis, helping support teams respond faster.

Analytics 62

Analytics Customer Service Analysis e-support 62

DCX

FEBRUARY 23, 2025

-Mark This week’s must-read links: AI Is Eating Customer Support Samsung’s Ballie: Your Tiny AI Butler or a Creepy Rolling Spy? That’s the big takeaway from Intercom’s Transformation Framework Report —and if you’re still running support the old way, you’re already behind. Not so much.

e-support 52

e-support Culture Wait Times Leadership 52

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

CloudCherry

NOVEMBER 9, 2018

Be empathetic and knowledgeable: Understand each member’s unique situation and offer advice and support based on your credit union’s products. Wait times often have a high impact on NPS and can be a big cause of dissatisfaction at specific branches. Struggling to transform member experience at your credit union?

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

transcosmos Information Systems

AUGUST 17, 2017

For this reason, outsourcing companies no longer just offer phone or email customer support. A true omni-channel experience means seamless and consistent integration of multiple devices and touchpoints such as your brick-and-mortar store, website, e-commerce page, social media accounts, telephone, email, and other communication channels.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

Comm100

MARCH 2, 2022

To deliver on this expectation, member support is key. While telephone and in-branch support will always have their place, credit unions must now also embrace digital channels like live chat and chatbots to cater to their current members’ rising digital expectations, as well meet their future members’ digital needs. Table of contents.

Engagement 130

Engagement How To Omni-Channel Chatbots 130

DCX

SEPTEMBER 29, 2024

Why it matters: This innovation could revolutionize public transportation customer service, potentially reducing wait times and improving efficiency. Download the Free Guide Design's Accountability Crisis The new book by Manuel Lima challenges designers to consider long-term consequences of their work.

e-support 86

e-support Customer Centricity Apparel Leadership 86

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. A dark mode would improve my experience."

Feedback 62

Feedback Social Media Analysis Survey 62

BirdEye

SEPTEMBER 11, 2023

With AI-driven solutions, you can bring efficiency across customer touchpoints, increase customer satisfaction, support self-service options, and gain valuable insights to deliver highly tailored and engaging interactions. Customers with a positive experience grow into becoming advocates and loyal supporters of a business.

Customer Experience 114

Customer Experience Self Service Social Media How To 114

C Space

JUNE 10, 2019

As more mainstream, traditional disaster relief players like the American Red Cross worked to mobilize, the Texas regional grocer H-E-B stepped in to help its community. H-E-B has a long history in Texas. Founded in 1905 on the ground floor of a Texas home, H-E-B has grown to be one of the largest privately held companies in the U.S.,

e-support 53

e-support Customer Centricity Multi-Channel Innovation 53

Kustomer

JUNE 30, 2022

Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. What Is Proactive Customer Support? Customer support is no longer a “nice-to-have” feature. Through a shift in mindset toward a more proactive support strategy.

Examples 72

Examples Self Service e-support Chatbots 72

Helen Dewdney

JUNE 14, 2023

Ofgem uncovered unacceptable call services finding severe weakness in wait times and a high level of unanswered calls. An additional £1 million will be paid into Ofgem’s Voluntary Redress Fund , which supports energy consumers in vulnerable situations, and other innovation and carbon emission reducing investments.”

e-support 55

e-support Consumers Financial Tips 55

ClientSuccess

NOVEMBER 25, 2019

An issued ticket to customer support is bound to happen at some point in their customer journey. If your metrics show the responses are high, work together to find a solution and lower the average waiting time for your customers. #7 Customers want answers and solutions immediately when they are having challenges.

Customer Journeys 60

Customer Journeys Analytics Net Promoter Score Customer Success 60

DCX

SEPTEMBER 29, 2024

Why it matters: This innovation could revolutionize public transportation customer service, potentially reducing wait times and improving efficiency. Download the Free Guide Design's Accountability Crisis The new book by Manuel Lima challenges designers to consider long-term consequences of their work.

e-support 52

e-support Customer Centricity Apparel Leadership 52

Magellan Solutions

JUNE 14, 2023

Entrepreneurs with a limited number of time and employees need support in doing essential tasks. Customer Service Virtual assistants provide support services, such as answering questions, resolving issues, and processing returns. A small e-commerce store in Los Angeles hired a VA.

e-support 52

e-support Social Media How To Chatbots 52

ClientSuccess

NOVEMBER 25, 2019

An issued ticket to customer support is bound to happen at some point in their customer journey. If your metrics show the responses are high, work together to find a solution and lower the average waiting time for your customers. #7 Customers want answers and solutions immediately when they are having challenges.

Customer Journeys 52

Customer Journeys Net Promoter Score Analytics Customer Success 52

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. On the other hand, good customer support does the opposite—exponentially. What is Customer Support?

Self Service 52

Self Service Social Media e-support Knowledge Base 52

Bold360

JUNE 10, 2020

Consequently, there’s a growing backlog of contacts, and it is resulting in poor customer experiences, long wait times, and even missed revenue. Now, it’s time to amplify your digital support. What do we mean by “amplify your digital support?” Thus flexibility and remote work.

Self Service 52

Self Service Engagement e-support Roadmap 52

SmartMessage Blog

NOVEMBER 20, 2019

Thanks to the reservation assistant, the brand has seen an 11% increase in their booking rates. The in-store sales also grew as Sephora saw an average spent of $50 per client who booked their appointment on Facebook. E-Commerce. Amtrack’s chatbot resulted in an 800% ROI, a 25% increase in bookings. Tourism and Travel.

Chatbots 49

Chatbots Tourism Banking Abandon Rate 49

NobelBiz

MARCH 21, 2023

The contact center transfers the call from one platform to the other, wasting everyone’s time. On the one hand, long wait times hurt the general customer experience and satisfaction. Reorient your approach around the client Contacting your customer support should be quick and straightforward.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

BirdEye

SEPTEMBER 20, 2023

You rely on artificial intelligence when using Waze, Alexa, Siri, facial recognition for phone access, or even your e-mail spam filter. However, you don’t have to have a person on staff 24/7 to provide 24/7 customer support. Do you know you’re using AI without even realizing it?

Marketing 64

Marketing Advertising Chatbots Social Media 64

Toonimo

JANUARY 5, 2017

The end goal is to support our customers and offer them the ultimate user experience. Instead of calling a support center you may be directed to a computer and lament your misfortune. Routine support center experiences are easily clarified and resolved. This makes the process of discovery so much easier.

Innovation 40

Innovation Technology Customer Experience e-support 40

Kustomer

SEPTEMBER 16, 2021

We had three to four-hour wait times on my very first day. COVID starts to hit and within call it a week, 90% of our bookings for the upcoming sort of month, month, and a half disappear off of our schedules. We learned that they actually needed D but E and F weren’t required. So everything went chaos. You survived.

Company 66

Company Training e-support Travel 66

ProProfs Chat

AUGUST 8, 2019

Except, to reach that point, a business needs to make sure that they have: the right customer support team in place. Menu problems have to lead to issues like: Drive through wait-time increased to three minutes and ten seconds. Wait time becoming intolerable. reducing customer wait time. Taste Issues.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

NobelBiz

JANUARY 10, 2021

If your chatbot is in the right location at the right time, you will be able to have a direct influence on your consumers’ buying experience. Contact center agents’ tasks Automation Chatbots ar e not intended to replace your agents, but they do make wonderful assistance.

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Additionally, great support is crucial in evaluating any software yet it’s sometimes overlooked. Then, find a piece of software that supports those needs.

Software 40

Software Customer Experience Company CRM 40

AWS Machine Learning

SEPTEMBER 12, 2023

By implementing a modern natural language processing (NLP) model, the response process has been shaped much more efficiently, and waiting time for clients has been reduced tremendously. e-)[0-9]+),?"}, {"Name": "learning_rate", "Regex": "'learning_rate': ([0-9]+(.|e-)[0-9]+),?"},

e-support 119

e-support Management CRM Training 119