Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Storyminers

JULY 31, 2017

I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . T ips from an Expert in design thinking, c u s tomer e x p e rience and the power of story. Organizations of all types forget to translate their brand attributes and personality to a digital world.

Customer Experience 153

Customer Experience e-support Chatbots Comparison 153

Optimove

DECEMBER 4, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With over 70% of e-commerce shopping carts abandoned before completing a purchase, retailers are losing significant revenue. Avoid overwhelming customers with excessive emails, as this can damage the brand’s credibility.

Abandon Rate 52

Abandon Rate eBook Retail e-support 52

CloudCherry

DECEMBER 1, 2018

This is something large, national brands can find very challenging to replicate due their size and high employee turnover. Be empathetic and knowledgeable: Understand each member’s unique situation and offer advice and support based on your credit union’s products. Download your copy now!

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. One way to do this is by adding single-page or one-click checkouts to your e-commerce website.

Tips 168

Tips Self Service e-support Social Media 168

Optimove

DECEMBER 11, 2024

3) Include branding Offer branded merchandise for no additional cost. Especially with the power of influencers, TikTok and social media in general, the power of a constant visual reminder of your brand shouldnt be underestimated for its power to drive further customer engagement.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

Thematic

FEBRUARY 24, 2025

Worse, 79% of customers will switch brands if they find a competitor with a better experience. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Social media listening – Analyze comments, mentions, and discussions about your brand. Just look at the case of DoorDash.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Comm100

OCTOBER 11, 2017

You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? By learning these benefits and following the simple steps we’ve laid out for you, your newest support channel will be a hit – not a miss. Download Free. Should it be customer service?

Social Media 154

Social Media Customer Service Strategies Customer Service Strategy 154

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. How It Works: AI text analytics scans support tickets, emails, and chat messages in real time to identify urgent issues.

Analytics 62

Analytics Customer Service Analysis e-support 62

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

ProProfs Chat

MAY 28, 2020

No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty? How to build brand loyalty?

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

CloudCherry

AUGUST 9, 2018

Let’s dive deeper into each of the three pillars to see how top brands are consistently delivering on and improving their customer experience. Building a customer journey map provides an understanding of the current customer experience your brand provides and sets the stage for identifying areas for improvement.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

DCX

FEBRUARY 23, 2025

Learn how to rally every department around customer obsession, click the button below to get started: Download the Free Guide Welcome to the DCX roundup of customer experience insights! Mark This week’s must-read links: AI Is Eating Customer Support Samsung’s Ballie: Your Tiny AI Butler or a Creepy Rolling Spy? Not so much.

e-support 52

e-support Culture Wait Times Leadership 52

Totango

MARCH 16, 2021

Typical stages which may be covered in a SaaS context include: Awareness: through marketing efforts, prospects become aware of a brand and its value proposition. Engagement: prospects interact with a brand’s website and become freemium users. Conversion: freemium users convert to paying customers.

Customer Journeys 118

Customer Journeys B2C B2B e-support 118

CloudCherry

NOVEMBER 9, 2018

This is something large, national brands can find very challenging to replicate due their size and high employee turnover. Be empathetic and knowledgeable: Understand each member’s unique situation and offer advice and support based on your credit union’s products. Download your copy now!

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. While businesses and consumers had embraced and integrated e-commerce and social shopping into their company structures for some time, the last two years accelerated those efforts with dizzying speed.

e-support 95

e-support Effort Score Retail Analytics 95

Kustomer

AUGUST 3, 2021

Study Further Finds That Centralizing CX Operations And Use of Automation and Intelligence Provides Measurable Value To Brands. Kustomer eliminated the need for multiple platforms and expensive consultants to deploy, manage and deliver support, delivering an average net price savings of 40%. Reduced training time for agents.

Study 96

Study ROI Net Promoter Score CRM 96

customer sure

DECEMBER 3, 2014

I’m so thrilled that our new blogging direction provides the fantastic opportunity to speak with some incredibly successful, young e-commerce companies. Their entire brand is built upon their story. It’s a branding and marketing approach that continues to accelerate their growth as a company. Very unique.

How To 129

How To Retail e-support Sports 129

Kustomer

DECEMBER 14, 2021

Customer self-service tools are a proactive, cost-effective way to provide on-demand support. When integrated properly, these tools can free up agents for more efficient use of their time, and impart an optimal 24/7 brand experience for the customer. Website Downloads. How AI and Automation Support the Human Touch in CX.

Self Service 79

Self Service Tools Knowledge Base Chatbots 79

Alida

FEBRUARY 1, 2017

believe that brands should show that “they understand and care about me.” From Wunderman’s perspective, wantedness is the “degree to which a brand proves its commitment to earning a customer’s business across every touchpoint and throughout the entire path to purchase.”. According to the study, 79 percent of consumers in the U.S.

Study 100

Study e-support Competitive Advantage Touchpoint 100

Kustomer

APRIL 25, 2022

The customer experience involves not only direct interactions initiated by the customer, but also indirect interactions that take place without obvious input from the brand, such as referrals, social media and ads, that add up to a customer’s overall perception of a brand. Benefits of a CX strategy. Getting CX Buy-in, Company Wide.

Strategy 89

Strategy Company e-support How To 89

Kustomer

JULY 28, 2022

The modern customer has shrunk their attention span while raising expectations, all the while becoming quick to allow each and every experience to dictate their relationship with a brand. Think about the last really good or really bad experience you had when interacting with a brand. How did that experience make you feel?

Customer Experience 93

Customer Experience e-support Social Media Knowledge Base 93

Kustomer

FEBRUARY 18, 2020

Digital-first brands don’t have to deal with this problem. You’ll be able to know a customer’s preferences, buying history, sentiment, previous interactions with the brand, status of their orders, even their preferred channels of communication. The spread of e-commerce has created a paradox. Download the guide here.

Online Experience 52

Online Experience Brands e-support Retail 52

Kustomer

FEBRUARY 18, 2020

Digital-first brands don’t have to deal with this problem. You’ll be able to know a customer’s preferences, buying history, sentiment, previous interactions with the brand, status of their orders, even their preferred channels of communication. The spread of e-commerce has created a paradox. Download the guide here.

Online Experience 52

Online Experience Brands e-support Retail 52

Kustomer

JANUARY 9, 2023

Ensuring your team can deliver exceptional support while staying efficient is no longer a nice-to-have, but now essential for your business to succeed. Brands might wonder how they are supposed to do more with less all while supporting growing consumer expectations. Automate Low-Level Support. Augment Agent Support.

Strategy 89

Strategy e-support How To Loyalty 89

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. Some argue that the beginning of the pandemic signaled the decline of ticket-based support systems. A recent analysis of e-commerce trends shows a jump in online sales by around 30% at the beginning of the pandemic alone.

Customer Experience 90

Customer Experience Self Service e-support CRM 90

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. They decided to split their DVD-by-mail service into a separate company called Qwikster, while keeping their streaming service under the Netflix brand. Thank you!

Social Media 52

Social Media e-support Innovation Course 52

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many of us spent a good portion of the pandemic making purchases from our phone, downloading media onto our devices, and playing games online with family members. Self-serve options, common in B2C e-commerce, have grown for business buyers too.

B2C 98

B2C B2B Self Service e-support 98

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. Download the report here. Customers No Longer Want to Call for Support. A digital-first mindset. Why Consumers Love Chat.

Consumers 92

Consumers Self Service Chatbots e-support 92

Lithium

APRIL 5, 2022

These videos make reference to a pdf workbook, you can download this from the resources section of this article. Chat more, sell more: How conversations unlock revenue In this on-demand webinar, you’ll see how brands can do more than just support with their chat offerings. Available On-demand.

Return on Investment 97

Return on Investment e-support Groups Contact Center 97

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation. The Exceptionally Angry Customer.

Company 100

Company B2C Social Media e-support 100

Kustomer

JANUARY 7, 2022

That said, proactive steps in solidifying your brand’s customer experience (CX) strategy and protocols will help keep the cheer levels high, jeer levels low and set a wonderful brand precedent for 2022. Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate.

Self Service 82

Self Service Social Media How To Chatbots 82

Strativity

MAY 25, 2023

Third-party providers comprised a whopping ~52 percent of food and drink app downloads in 2022, signaling a tug-of-war with large, national franchises that is only going to heat up. As delivery apps grow in popularity, they will remain a go-between for the customer and the brand, leading to margin erosion for restaurants.

Brands 52

Brands Loyalty Programs e-support Rewards Programs 52

UJET

SEPTEMBER 18, 2019

As early adopters, they create trends and curate the success of brands and products. Learning these strategies and applying them to customer support will help deliver an effective customer experience not just for these demographics, but their customers as well. Download the e-book.

e-support 63

e-support B2C Social Media B2B 63

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Free Download] Live Chat Benchmark Report 2018. Download Now. Applications of Customer Knowledge Bases.

Knowledge Base 112

Knowledge Base Self Service Contact Center e-support 112

CSM Magazine

FEBRUARY 11, 2020

a leading provider of customer support communications and solutions, today released its new report, Optimizing Channels for Customer Support , focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience. UJET Inc. ,

Tools 64

Tools e-support Transportation Report 64

Kustomer

APRIL 14, 2022

Customers are genuinely seeking out opportunities to create relationships with your brand, and the best way to foster those relationships is through your customer service agents. Some customers prefer to interact with brands exclusively over the phone, while others would rather send a direct message to your company Instagram.

Examples 94

Examples Customer Service Self Service Chatbots 94