InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees. Check it out for free here!

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

ShepHyken

JULY 2, 2021

He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . It’s time to review the do’s and don’ts of social media customer service. .

Social Media 153

Social Media Customer Service Chatbots Self Service 153

InMoment XI

OCTOBER 30, 2024

For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

AUGUST 12, 2024

Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing. By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Comm100

OCTOBER 13, 2024

AI-powered chatbots have helped reduce customer service response times by 50% in the iGaming industry in the past year alone, according to Zipdo. AI-powered chatbots have helped reduce customer service response times by 50% in the iGaming industry in the past year alone, according to Zipdo. Want to know how Comm100 can help you?

Self Service 130

Self Service Chatbots Social Media Customer Relationship Management 130

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Chatbots 228

Chatbots Multi-Channel Knowledge Base Wait Times 228

Comm100

FEBRUARY 5, 2018

Greater consumer power brought forth a new reality for companies. Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. Live Chat Software. Social Media Software. CRM Software. PR Software. engagement).

Social Media 170

Social Media CRM Self Service Software 170

Thematic

FEBRUARY 12, 2025

Is your business on social media? In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily. They need text analytics for social media.

Social Media 62

Social Media Analytics Analysis Trends 62

Comm100

MARCH 7, 2019

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. Reserve my seat.

Chatbots 184

Chatbots Technology Social Media Customer Care 184

ShepHyken

OCTOBER 27, 2024

Bots in CX: A Love-Hate Relationship by Matt Vartabedian (No Jitter) Consumers dislike bots, businesses like them. My Comment: According to this article, consumers are in a “love-hate relationship” with bots. Sounds like a great strategy for all types of customers. Engage, Delete, Ignore or Snub?

Customer Service 82

Customer Service Social Media B2B Chatbots 82

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. Chatbots and virtual assistants rely on their knowledge bases to respond to or escalate customer queries. For example, a chatbot can update its knowledge base after encountering a new query.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

rethinkCX

FEBRUARY 17, 2025

With social media platforms like Facebook, Twitter, Instagram, and LinkedIn becoming essential communication channels, businesses must adapt to provide 24/7 customer support. Why Social Media is Essential for Customer Support 1. Strategies for Delivering 24/7 Social Media Customer Support 1.

Social Media 52

Social Media Brands Chatbots Omni-Channel 52

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Lumoa

FEBRUARY 9, 2023

It is trusted by 92% of consumers. According to LivePerson’s Connecting with Consumers report , 83% of customers needed some kind of support during their online journey and at the same time Groove mentioned that 82% of customers leave a company because of a bad customer service experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Comm100

AUGUST 1, 2022

See how Cambrian College increased enrollment by adopting Comm100 Live Chat here. 70% of consumers currently use or are interested in using chatbots for simple customer service. With consumers favoring chatbots for simple customer service, it’s a great opportunity for universities to introduce chatbots for 24/7 support.

Chatbots 246

Chatbots Omni-Channel Social Media B2C 246

Comm100

OCTOBER 13, 2022

Looking at the preferences of today’s Gen Z students, it’s easy to see why live chat is so popular: 75% of Gen Z surveyed say they expect to solve complex problems by speaking to one person. 73% of consumers surveyed agree that live chat is the most satisfactory method for communicating with a company.

Strategy 246

Strategy Chatbots Social Media Omni-Channel 246

InMoment XI

FEBRUARY 1, 2022

In recent research done by InMoment’s Strategic Insights Team, we found that only 21% of US consumers were willing to fill out a traditional survey , a significant decrease when compared to results three years prior. These customers much preferred methods like Microsurveys , as well as social media and review sites.

Survey 396

Survey Customer Experience Social Media Data 396

Comm100

MAY 7, 2024

54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Efficient customer service requires prompt responses, whether from AI chatbots offering instant answers or live agents with quick access to customer data.

Customer Service 240

Customer Service Strategy Self Service How To 240

ECXO

DECEMBER 25, 2024

Modern consumers have grown accustomed to seamless, tailored, and instant interactions, whether theyre ordering coffee, streaming their favorite show, or scheduling a service. Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Comm100

OCTOBER 25, 2021

Social media is at the core of this movement. Student and schools alike find themselves more active than ever on social media. According to a recent study , 97% of students use social media, with university students being the most active of all. Connecting with Students on Social Meida. Get ebook now.

Social Media 130

Social Media Engagement eBook Omni-Channel 130

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. . Data tells us that one-third of U.S.

Social Media 135

Social Media Examples Brands Customer Service 135

Comm100

DECEMBER 8, 2020

One of these solutions is the chatbot. Chatbots were designed to streamline customer interaction. If you’ve ever dreamt of an assistant that always has the right attitude and the right answers and that rarely needs to check in with you, the chatbot is your dream come true. What is a Chatbot? Get Comm100 Free.

Chatbots 170

Chatbots Customer Satisfaction Customer Service Representative Social Media 170

CX Accelerator

JUNE 8, 2020

Listening to call recordings is time-consuming work. Interact with the chatbot on your website. Pay attention to social media. And finally, ,, Chiedza astutely reminds us that we can learn a lot from customers by “going over their comments on our social media posts.” I found this to be a gold mine.”.

Survey 345

Survey Social Media Contact Center Call Recording 345

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

NICE inContact

JUNE 20, 2019

But even if you’re already evaluating your chat and email interactions, you may need to expand your QM program to address an even bigger gap in the customer experience — your online assistants/chatbots and IVR. 2) Create forms to complete ongoing evaluation. 3) Determine frequency of evaluation. 4) Create a feedback mechanism.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Comm100

MAY 16, 2021

In today’s digital world, power rests with the consumer. With so much choice, consumers can jump from one brand to another quickly, and in most cases, easily. – Chatbots . Chatbots are the ultimate tool for speeding up customer service. Competition is tough and loyalty is precarious. – Efficiency tools .

Software 236

Software Social Media Knowledge Base Omni-Channel 236

Comm100

JANUARY 20, 2022

According to research by McKinsey , “most Gen Z consumers don’t even think in terms of traditional channel boundaries… and they increasingly evaluate brands and retailers on the seamlessness of their experience.” While you may think you aren’t ready for chatbots now, it’s wise to plan ahead and find a platform that offers chatbots.

Omni-Channel 246

Omni-Channel Customer Engagement Engagement Chatbots 246

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Comm100

NOVEMBER 28, 2022

. “More and more colleges are deploying virtual assistants or chatbots to communicate with students on all aspects of college life, creating a virtual “one-stop-shop” for student queries. Now institutions are looking to deploy chatbots with much broader capability.” ” – Inside Higher Ed.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Comm100

NOVEMBER 13, 2022

Another of the growing customer service technology trends has seen a rise in chatbots and automation. Thanks to improvements in AI and automation technologies, chatbots can now handle as much as 80% of customer needs. To satisfy these demanding customers, organizations are turning to live chat.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Comm100

NOVEMBER 15, 2022

As today’s consumers increasingly prefer to get support digitally, organizations are meeting these expectations by offering a range of digital customer service channels, from live chat and chatbots to SMS. Comm100 offers the full omnichannel experience, from live chat and chatbots to social media and SMS.

Omni-Channel 244

Omni-Channel Chatbots Social Media Communication 244

Comm100

JANUARY 6, 2022

In today’s digital world, organizations who want to provide good support can no longer offer just one or two channels – they must offer a range of channels so their consumers can choose how they want to reach out, and not the other way round. In fact, 73% of customers choose live chat as their preferred channel to communicate with companies.

Customer Experience 246

Customer Experience Omni-Channel Chatbots Social Media 246

Calabrio

MARCH 25, 2025

Theyre also after flexibilityand to get it theyre turning to a wider variety of communication channels than ever before, from voice and chat to social media and self-service portals. 59% of contact centers using chatbots, and 30% plan to in the future.

Contact Center 130

Contact Center Self Service Report Trends 130

Comm100

OCTOBER 9, 2022

As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need to be available in more places, all at once. Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind.

Omni-Channel 246

Omni-Channel Customer Service Social Media e-support 246

TechSee

DECEMBER 11, 2024

However, the majority of brands made incremental improvements to their service experiences, integrating more AI into their chatbots and IVRs without yet making the jump to full-on transformation. Outcome : Mixed results. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations.

Trends 109

Trends Self Service Omni-Channel Social Media 109

BirdEye

DECEMBER 28, 2024

12 restaurant SEO strategies to drastically improve your footfall Restaurant SEO doesnt have to be challenging or time-consuming for your multi-location restaurant business. However, managing a multi-location social media presence can be difficult for restaurants. Provide real-time availability updates and waitlist management.

Tips 97

Tips Social Media Chatbots System 97

Comm100

NOVEMBER 13, 2022

While offering just phone or email support was once accepted, consumers today expect far more. Today’s consumers are no longer satisfied with organizations offering just one or two customer service channels. Social media: Customers often seek support through social media platforms like Twitter, Facebook, Instagram, WhatsApp, and more.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246