Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Velaro

APRIL 8, 2016

Taking it a step further, some online chat software providers offer reporting that connects this information to the specific chat agent who engaged the visitor. working with certain visitor personas, selling/supporting specific products, time management/multi-tasking, tailoring premade messages to each conversations, etc.).

ROI 100

ROI Software Customer Service Data 100

Avaya

JANUARY 3, 2017

I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? From Servicing Channels to Channeling Your Customers.

Multi-Channel 52

Multi-Channel Omni-Channel Travel Customer Journeys 52

InMoment XI

MARCH 18, 2024

By consolidating data from diverse channels, businesses can unlock a fuller understanding of customer preferences, pain points, and behaviours. Connected Teams Driving CX Impact: With predictive simulations and strategic ROI alignment, teams can leverage 100% of CX data to drive impactful initiatives.

Multi-Channel 195

Multi-Channel Analysis Social Media Survey 195

BirdEye

DECEMBER 28, 2024

Specialized enterprise social media management software can address the unique needs of large multi-location businesses, providing tools to simplify operations and enhance customer engagement. Therefore, balancing a local presence, maintaining a consistent brand identity, and streamlining content publishing are critical for long-term success.

Social Media 52

Social Media Software Management Multi-Channel 52

NobelBiz

NOVEMBER 5, 2024

Lack of True Omni-Channel Experiences Customers today use multiple channels to interact with brands, often switching between them based on convenience and preference. Unfortunately, most contact centers still operate on a multi-channel model, where each channel operates independently.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

ShepHyken

FEBRUARY 18, 2020

Instead of thinking about ROI, instead think of ROX—return on experience. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to. There must always be a human element to assist, support, and create connection.

Multi-Channel 125

Multi-Channel ROI Leadership NPS 125

Gainsight

FEBRUARY 1, 2023

Use a Multi-channel Approach to Solve the Adoption Challenge With the usage data in place, your CSMs and CS Ops teams have the necessary insight to take corrective action to solve for struggling customers. Your CS teams should be able to use multiple channels to solve this challenge at scale. You will always need their buy-in.

Multi-Channel 52

Multi-Channel Customer Success ROI Customer Retention 52

Comm100

APRIL 15, 2021

While phone was once the dominant customer service channel, live chat is quickly taking its place. It’s the most popular channel with your customers. 75% of people prefer live chat over ANY other channel, and this is continuing to increase. 79% of consumers prefer live chat over any other channel.

Multi-Channel 146

Multi-Channel Customer Satisfaction Sales Wait Times 146

InMoment XI

OCTOBER 24, 2023

The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics? InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. But how does a business discern which channel resonates most with its audience?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

GetFeedback

NOVEMBER 4, 2019

In CustomerThink’s recent study on Customer Experience Success , they found that only one in four CX initiatives are “Winning,” which they define as “being able to connect the dots from the good work being done to benefits that sponsoring executives care about.”. Connecting customer feedback to your CRM can help with impact analysis.

B2B 150

B2B Company Effort Score Multi-Channel 150

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Ensure all information is accurate and matches other online channels. The payoff?

Tips 85

Tips Tools Social Media Multi-Channel 85

BirdEye

MARCH 28, 2025

Multi-location businesses aiming for online visibility and enhanced online reputation have an undeniable starting point – Google Maps SEO. That is why we bring you the top expert-recommended Google Maps SEO strategies tailored for multi-location businesses. Multi-location challenge: Imagine a retailer with 80 locations.

Multi-Channel 52

Multi-Channel Social Media Tips Brands 52

NICE inContact

AUGUST 2, 2019

The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. Key takeaway: It’s vital to be available on channels your customers use. 2) Omnichannel Coverage.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

inQuba

JANUARY 12, 2025

The ROI definitely flowed from Jobs masterful marketing capabilities. The question then is how to market your offering to a customer segment and determine exactly the right combination of message, channel and engagement and target market that leads to success. It is well known that a multi touch approach is the only path to success.

ROI 52

ROI Marketing Multi-Channel Customer Journeys 52

Comm100

FEBRUARY 5, 2018

Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. CRM software stores customer data from various channels — such as email, brick and mortar stores, and the website — in one central location: ideally the cloud.

Social Media 170

Social Media CRM Self Service Software 170

Comm100

FEBRUARY 25, 2021

Many providers still have not digitized their healthcare customer service offerings, and still rely heavily on easily overwhelmed phone support channels. Live chat enables patients to connect with healthcare representatives directly on a company’s website in real-time.

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

BirdEye

JANUARY 24, 2025

It's about building real connections and driving strong social media engagement. Therefore, hotels must do more than exist on these channelsthey need a tailored approach to connect with guests, build trust, and showcase their unique selling points. Bottom Line Up Front Successful hotel marketing isn't just about showing up.

Social Media 52

Social Media Hotels Strategy Marketing 52

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Table of contents Key Findings: How frequently do consumers shop locally? Does reputation affect consumer choices?

Consumers 116

Consumers Report Data Multi-Channel 116

Comm100

MARCH 27, 2023

While students may be put off from phoning a school, or even from the prospect of waiting days for a response on email, chatbots are accessible, convenient, and fast – all factors that encourage students to connect. Read more: Chatbot ROI calculator – Reduce support costs and scale your operations with AI Chatbots 5.

Chatbots 228

Chatbots Multi-Channel Knowledge Base Wait Times 228

CloudCherry

JULY 18, 2018

Did you interact with the brand through their website, through their social media, through email, or through multiple channels? Now, advanced data models can take the guesswork out of ROI predictions. Was it the variety in products that made the experience great? How about the price, or the speed of delivery? Composite Scorecard Index.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

Comm100

JUNE 1, 2022

Today’s consumers prefer live chat over any other channel. Looking at the reasons that customers prefer live chat to other communication channels, the top three all speak to the benefits over traditional phone support: They get an immediate response They can multi-task while responding to live chat messages It’s convenient and easy to use.

Software 130

Software Multi-Channel Chatbots B2C 130

SurveySensum

FEBRUARY 17, 2025

Omnichannel Data Analysis Customer feedback comes from various channels, including emails, surveys, chatbots, social media, and support tickets. Multi-lingual surveys : Questions can be created in the respondent’s preferred language from a list of 100. Multi-Language Support : Can it analyze feedback in different languages?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

Thematic

FEBRUARY 24, 2025

Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey. How do businesses measure the ROI of customer experience improvements?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

BirdEye

DECEMBER 19, 2024

6 benefits of using AI in marketing strategy AI in marketing isn’t just about automation – it’s about transforming how businesses understand and connect with their target audience. AI tools help manage customer inquiries, provide personalized recommendations, and ensure consistent engagement across all channels.

Strategy 52

Strategy Marketing Social Media Hospitality 52

Optimove

JUNE 26, 2019

Calculating the ROI of your marketing campaigns is an essential, yet challenging task. How Optimove can measure – and optimize – the uplift of your multi-channel marketing efforts. Connect with us. Prove to Your CEO how Your Retention Efforts are Impacting the Bottom Line. contact-form-7]. A Single Unified Interface.

Measurement 75

Measurement Multi-Channel ROI Customer Centricity 75

TechSee

APRIL 26, 2021

Whether it’s improving self-service channels to provide customers with speed and effortless service or building personal connections through assisted channels, making it easy for customers to interact with the company is crucial. At the same time, organizations realize that they must be fully focused on each customer’s needs.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

NICE inContact

AUGUST 7, 2019

Delivering exemplary digital customer service — which increases loyalty, sales, and ROI — means integrating trusted, powerful digital customer service software and then training your staff to take full advantage of the technology. Personalize service by knowing more about each customer and using this data to make real connections.

Software 156

Software Customer Service Chatbots Social Media 156

Comm100

DECEMBER 11, 2017

Knowing your customer allows you to select the best communication channels to use for better CX. Live chat is crucial in improving customer experiences as it offers a real-time channel to find solutions for customers without having them leave your website. Suitable Channels for Your Customer Base. Customer-Focused Culture.

Customer Experience 152

Customer Experience Social Media Self Service Multi-Channel 152

Optimove

DECEMBER 3, 2018

Calculating your marketing campaigns ROI is a challenging task. Optimove harmoniously orchestrates intelligent, highly effective customer interactions across a variety of channels, giving your relationship marketing a scientific and agile edge. Connect with us. Measuring Your Retention Efforts Uplift. A Single Unified Interface.

Measurement 75

Measurement Multi-Channel ROI Customer Centricity 75

BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s especially important for local businesses looking to connect with their communities and grow their customer base. It’s an essential part of our everyday lives, and there are no signs it’s slowing down.

Social Media 98

Social Media Management Multi-Channel Analytics 98

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. In today’s Omni channel world, companies often struggle to deliver a seamless customer experience.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

MARCH 18, 2025

Zendesk backs this with numbers, with trendsetters at the SMB level vs traditionalists realizing 22% higher customer retention rates, 31% higher customer acquisition rates, and 61% higher cross-sell revenue Early AI adopters are found to be 128% more likely to report high ROI from their AI tools in customer experience.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

AWS Machine Learning

APRIL 4, 2024

Through our understanding of people and their behaviors across all channels and platforms, we empower our clients with independent and actionable intelligence so they can connect and engage with their audiences—now and into the future. For example, we identify if the brand is on a banner or a shirt.

Sports 88

Sports Video Analysis Multi-Channel 88

DCX

FEBRUARY 9, 2025

A “good enough” journey that flows is better than a few flawless touchpoints that don’t connect well. Why it matters to CX pros: Non-stop growth When digital channels become easier, people use them more. If you only focus on what’s right in front of you, you’ll miss what’s actually broken.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

NICE inContact

AUGUST 7, 2019

Delivering exemplary digital customer service — which increases loyalty, sales, and ROI — means integrating trusted, powerful digital customer service software and then training your staff to take full advantage of the technology. Personalize service by knowing more about each customer and using this data to make real connections.

Software 136

Software Customer Service Chatbots Social Media 136