Thematic

OCTOBER 30, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Voice of Customer 62

Voice of Customer Examples Industry 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 171

Social Media Customer Service Strategies Customer Service Strategy 171

TechSee

JANUARY 8, 2019

With e-commerce and digital banking/, insurance becoming increasingly popular, resolving billing issues and contract payments is becoming a massive challenge for customer service centers. Oftentimes, the root cause of a mishandled call is the communication gap. Co-Browsing. Screen Sharing. Live Video Assistance.

Engagement 167

Engagement How To Video e-support 167

PeopleMetrics

OCTOBER 19, 2021

The world has changed, and the way people communicate has changed along with it. We also provide you with the free downloadable chart used in this session (click on the tablet image below video OR in YouTube description to download). Download the chart from this video. ? ? ?. In this PeopleMetrics LIVE! No problem!

Video 118

Video Feedback Survey CEM 118

Optimove

DECEMBER 11, 2024

Key takeaways: Adopting best practices for communicating with new and current customers ensures they will do business with you throughout the year, not just during the holiday shopping season. Download Now Be emotional: Emotions drive loyalty, especially around the holidays when emotions run high.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

Comm100

FEBRUARY 9, 2021

As a browser-based solution, students could launch the video with a click of a button – no downloads, plug-ins, or special apps required. The handoff from support is seamless, it’s brought in great leads, and has led to shorter sales cycles. Jasmina Duric, Manager of E-Services and Support Department.

Examples 210

Examples Industry e-support Abandon Rate 210

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 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

CX Journey

JULY 18, 2018

And there's some academic research that supports this stance. What mechanisms underlie the creation and e?ectiveness Do companies think their culture is e?ective rms from having an e?ective ts of an e?ective Culture is such an important part of any business. ectiveness of corporate culture? Are the upside bene?ts

Culture 109

Culture e-support Leadership Conference 109

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

Comm100

MARCH 1, 2018

Many e-commerce sites fail entirely at providing assistance to their customers. And this becomes a problem when, according to a study by eConsultancy , as many as 83% of online shoppers need support to complete a purchase. Many companies tend to offer support by phone and email. Communicate More Easily.

Contact Center 148

Contact Center e-support Self Service Knowledge Base 148

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. Having a knowledge base for employees benefits organizations by increasing efficiency, consistency and internal communication.

Knowledge Base 131

Knowledge Base Self Service Contact Center e-support 131

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. For example, when I worked at Payfirma, the customer support team was put in charge of reducing churn.

Feedback 136

Feedback Net Promoter Score e-support Chief Customer Officer 136

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. Raise Communications. Download Study.

Study 96

Study ROI Net Promoter Score CRM 96

UJET

SEPTEMBER 18, 2019

This influence also means that companies need to evolve and communicate in parity. . Millennials have learned to communicate through multiple channels, whether that’s a phone call, texting, email, apps, or social media. How Millennials and Generation Z technology and communications preferences are reshaping customer support.

e-support 63

e-support B2C Social Media B2B 63

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

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach. offer electronic-only support contact methods.

B2B 64

B2B e-support Knowledge Base Resources 64

Comm100

DECEMBER 1, 2017

Quality training and coaching programs provide agents with the knowledge, tools, and support that they need to be confident and succeed in their jobs. Create an agent onboarding program to support new hires, empower current employees, and prevent this loss. Improved training doesn’t only help agents: It helps customers as well.

Contact Center 143

Contact Center Report Customer Journeys Customer Centricity 143

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. Eloquent Communicators. Flexibility. ” – Winston Churchill.

Customer Service 100

Customer Service Multi-Channel e-support Customer Service Representative 100

Kustomer

APRIL 14, 2022

This means greeting your customers by name in all communication channels and introducing yourself to them at the beginning of your conversation. Live representatives communicating via email and phone calls do not need to be the only methods of personalized customer service. Offer a Variety of Alternate Choices.

Examples 94

Examples Customer Service Self Service Chatbots 94

Kustomer

JANUARY 7, 2022

With ongoing delays and shortages throughout the supply chain, the best, most effective way to mitigate some of these challenges is to establish well-designed, integrated and communicative customer experiences. CRM for Customer Context Chatbot Auto-Reply Email Order Status Downloadable Content Product Information Proactive Communication.

Self Service 82

Self Service Social Media How To Chatbots 82

Kustomer

JULY 28, 2022

Here are four incredible CX benefits: Higher customer lifetime value: Great CX positions your brand as the first your customers turn to for support. When given the choice between a company with implicit CX strategies and one without, customers will flock to the brand with empathetic and effective support every time.

Customer Experience 93

Customer Experience e-support Social Media Knowledge Base 93

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. Remote work has made us appreciate the way the agents could communicate with peers and supervisors without any hesitation in the physical work environment. Create a High Trust Environment. Real-time Remote Monitoring.

Call Center 97

Call Center Virtual Call Center Contact Center Average Handle Time 97

Inbenta

NOVEMBER 13, 2017

Archie was written in 1990 by Alan Emtage and indexed all the file lists of as many public FTP servers as possible to allow users to find and download publicly available files. But it was not Google, Yahoo or even Ask Jeeves which were the first to introduce a whole new concept to us. Interested in finding out more?

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

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. The Business Disconnect.

Consumers 92

Consumers Self Service Chatbots e-support 92

DCX

SEPTEMBER 29, 2024

We'll explore the new frontiers of strategic decision-making in the AI era, witness the debut of AI cashiers in Moscow's metro, and discover a cure for presentation panic that's transforming anxious executives into confident communicators. Scott Ramey , a former Fortune 500 executive, offers a new approach to powerful communication.

e-support 86

e-support Customer Centricity Apparel Leadership 86

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

AWS Machine Learning

NOVEMBER 4, 2022

Optimized kernels can be difficult to develop and are typically specific to a particular model architecture; DeepSpeed supports popular large models such as OPT and BLOOM with these optimized kernels. Pipeline parallelism is a flexible approach that supports more model types and can improve throughput when larger batch sizes are used.

e-support 99

e-support Software Examples Sports 99

Upstream Works

NOVEMBER 19, 2020

Supporting a Distributed Workforce. Supporting agents working from home while maintaining a high level of CX can prove to be a big challenge. To operationalize this model, IT will need to consider how best to support agents working from home. Connectivity and communications will no longer be centralized in the same way.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

SurveyGizmo

SEPTEMBER 17, 2020

Mozilla, the non-profit creators of the Firefox web browser, has about 60 employees using Alchemer for everything from support to product satisfaction, product feedback, internal surveys, generating ideas and product improvements, and protecting privacy. To learn more, download the Customer S tory her e.

Feedback 64

Feedback e-support Roadmap Customer Satisfaction 64

Bizagi

JUNE 5, 2020

Dogs need walking and children need feeding and e-learning. If you and your team are properly supported by the correct technology, you will be equipped to carry out day-to-day tasks. 2)Communicate processes to a suddenly dispersed workforce in a simple way. Back Your Team Up With The Right Tech.

How To 20

How To e-support Guidelines Resources 20

AWS Machine Learning

MARCH 15, 2024

The order summary is communicated back to the customer via Amazon Lex. After you create the ZIP file, you can download the file. Run the following command: zip -r lambda-layer.zip After you create the ZIP file, you can download the file. After the customer confirms the order, the order will be processed. awscli>=1.29.57

Interaction 140

Interaction e-support Policies Multi-Channel 140

CSM Magazine

FEBRUARY 2, 2021

Multi-angle, livestreaming customer support accelerates machine repairs, improves remote training and facilitates long distance collaboration for machine operators and technicians. Our new ADTANCE Support and Fieldstreaming solution is uniquely suited to address the growing set of remote service use cases,” Arnold explained.

Video 75

Video Multi-Channel e-support Automotive 75

Magellan Solutions

AUGUST 17, 2023

Artificial intelligence (AI) has emerged as a revolutionary technology in video production, where videos are essential to communication. Video editors can download a 7-day free-trial of the app. It is ideal for applications like: Personalized marketing E-learning Automated video content creation Veed.io

Video 98

Video Tools Social Media e-support 98

Comm100

NOVEMBER 13, 2022

Firstly, today’s consumers are increasingly demanding support that is fast and 24/7. On top of this, 45% of consumers prefer chatbots as the primary mode of customer service communication. When built well, chatbot software reduces support costs. Immediate support. This trend doesn’t appear to be slowing down, either.

Chatbots 130

Chatbots Software Self Service Wait Times 130

ijgolding

APRIL 21, 2015

The availability of Softwareas-a-Service (SaaS) over the web also means that the costs of communication across networks are relatively low. Encourage communication. Invest in your distribution network and service capabilities to support the local needs. You can download the full whitepaper here.

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

ReviewTrackers

OCTOBER 6, 2017

But app reviews aren’t merely a crucial source of information for smartphone- and tablet-brandishing users looking to download their next productivity tool, game, image editor, recipe book, multimedia companion, what-have-you; they’re also one of the main factors influencing where a developer’s app ranks in app store search results.

How To 83

How To Social Media e-support Feedback 83