InMoment XI

OCTOBER 12, 2022

A lot of it comes from unsolicited feedback (website reviews, social media comments, etc). Taking action is crucial to Experience Improvement and building connective relationships. Click here to read our full-length white paper on why your brand needs both VoC and market research.

Voice of Customer 221

Voice of Customer Marketing Social Media Feedback 221

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

Customer Experience 246

Customer Experience Omni-Channel Chatbots Social Media 246

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Stay connected, stay social. Seamless and consistent communications. We’ve made it easy to communicate with us.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Social media content categories. Written posts 3. Video stories 5.

Social Media 98

Social Media eBook Infographics Entertainment 98

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

Social Media 162

Social Media Omni-Channel CRM B2B 162

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. White papers. A portal that connects to internal and public-facing knowledge bases. Integrates downloadable resources and rich media content. Other content sources include: FAQ sections. Blog posts. User guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 89

Social Media Self Service Customer Service Marketing 89

Calabrio

APRIL 25, 2017

They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Contact center reporting technology of the future.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). Focus on connecting personally, virtually. Despite their heavy reliance on mobile devices and technology, Millennials want a sense of personal connection with a brand’s loyalty program. Stay on top of your competitor’s programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

Social Media 130

Social Media Omni-Channel CRM B2B 130

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. White Paper.

Customer Journeys 100

Customer Journeys B2C Social Media Omni-Channel 100

Beyond Philosophy

SEPTEMBER 7, 2015

Social Media can level the playing field. Even solo entrepreneurial businesses can create a global presence using social media. Another benefit to social media is cost. You don’t need to hire a media company to buy airtime on radio and television. It’s about connecting. Social Media is a gift.

Social Media 60

Social Media Engagement Video Advertising 60

Comm100

APRIL 6, 2020

Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. While I’ve mentioned verbal confrontations, wrath is definitely not restricted to that forum – in fact, in today’s ever more connected society, you will find it online more frequently than anywhere else! Read on to see how many you recognize!

Customer Service 149

Customer Service Social Media Customer Satisfaction Customers 149

Comm100

OCTOBER 8, 2016

Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Facebook, Twitter, and LinkedIn combined have close to 2 billion monthly active users —for this reason, your company would do well to have a solid social media presence.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

Calabrio

APRIL 25, 2017

They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Contact center reporting technology of the future.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Contact center reporting technology of the future.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Totango

MARCH 8, 2022

Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists. Participants can ask questions of the community, connect with peers or submit events for possible promotion. It also seeks to stimulate discussion of best practices. CSM Practice.

Customer Success 122

Customer Success Guidelines Social Media Tips 122

Comm100

FEBRUARY 7, 2018

Additional Considerations for Social Media Software. Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider connect management with agent metrics to optimize workflow and agent efficiency?

Software 112

Software Customer Engagement Engagement Social Media 112

Comm100

DECEMBER 8, 2017

But it’s not just business — saying thanks is an important part of any social exchange. We thank each other for holding the elevator, for commenting on our photos on social media, and for giving us gifts. Connect with them as an individual, not as a company (companies are, after all, made up of people). A thank you card.

Social Media 169

Social Media How To Return on Investment Customers 169

SuiteCX

APRIL 19, 2016

Buyers are digitally connected. They are socially connected. Are you participating in the social media sites that your buyers visit? The purpose of this process is to build the buyer’s trust through connecting on a personal level and answering his questions. What is most important to the buyer?

Customer Journeys 100

Customer Journeys Sales Case Study Social Media 100

Comm100

NOVEMBER 15, 2017

You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about. Social media: whether your issue has been resolved in a single message. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

How To 135

How To First Call Resolution Social Media Contact Center 135

Oracle

MARCH 22, 2021

According to The Corporate Social Mind Report , nearly 60% of consumers want companies they purchase products from to have a position about issues such as social justice and racial discrimination. B2B marketers connect through education and logic; B2C marketers connect via emotion and simplicity.

B2C 85

B2C B2B Marketing eBook 85

datastax

FEBRUARY 19, 2019

4G boosted mobile internet latency so people could rapidly download movies on their phones and shop without glitches, but 5G promises to take things to the next level with network speeds that will ramp up IoT connectivity , allow for a wider range of services, and provide opportunities for new, disruptive business models. READ NOW.

Data 79

Data Strategy Management Wireless 79

Totango

AUGUST 23, 2022

Social media posts and ads. White papers. This may occur through encountering your brand or product through a search engine result, a search engine ad, a social media post, a video, a review on a technology website, word-of-mouth or other means. Video content and ads. Blog content. Live chat and chatbots.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Hallmark Business Connections

AUGUST 11, 2021

This thoughtful direct mail content also goes digital, as delighted pet owners are moved to share their experiences across social media channels. Its response rate ranges from about five to nine times greater than that of email, paid search, or social media.”. It’s an invitation to connect. How can you help them?

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Customer Experience Insight

DECEMBER 3, 2020

Try to send emails weekly with valuable content – such as bullet-pointed tips on how to get more life out of your products or value out of your service, a research-based white paper on industry trends or sometimes more informal content like a list of motivational quotes. Connect personally. Meet more people.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

datastax

MARCH 7, 2019

In the age of social media and mobile proliferation, that’s often easier said than done. Enterprises can leverage deeply connected anomalies to reduce or eliminate fraudulent activity before the behavior spirals out of control. White Paper: Why Graph? Graph databases can save the day here, too. READ NOW.

Social Media 67

Social Media Retail Data Technology 67

datastax

MAY 16, 2019

Partition tolerance refers to the idea that a database can continue to run even if network connections between groups of nodes are down or congested. For reading non-critical data (the number of “likes” on a social media post, for example), it’s probably not essential to have the very latest data. READ NOW.

Social Media 72

Social Media Data Examples Groups 72

Beyond Philosophy

SEPTEMBER 13, 2016

Much of the evidence of tactical and strategic success of informal communication programs has been because companies were passionate about stakeholders in the first place, and made them feel like emotionally connected members of the family. Seek to leverage and influence, not control. The fear, it must be acknowledged, is not baseless.

Social Media 60

Social Media Multi-Channel B2C Wireless 60

Grade.us

AUGUST 25, 2020

Yet the LinkedIn connection request message is misused so frequently that it’s developed a negative connotation in the world of professional networking. Most people on LinkedIn have a connection problem. Many don’t know how to build strong connections with others on LinkedIn. Self-serving connections.

Connections 54

Connections Resources eBook Social Media 54

SurveySparrow

APRIL 11, 2021

What is their social media interaction with your brand like? You need to connect with your prospective customers on multiple channels. When referring to multiple channels, we want you to think about using social media, email marketing, podcasts, paid targeting, organic content, web content, and sales outreach.

Strategy 98

Strategy How To Effort Score Social Media 98

CSM Magazine

OCTOBER 16, 2020

Clients want high-value propositions, multi-channel connections, and excellent customer service. For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.)

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Magellan Solutions

JULY 28, 2021

We will reveal the techniques used by Telemarketing Philippines to connect with uncooperative B2B potential clients. Many BPO Philippines trained their agents to listen and connect with their customers for easier conversation. White Papers. Business owners have several issues when it comes to cold calling. Case Studies.

B2B 52

B2B Call Center Social Media Omni-Channel 52

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

SEPTEMBER 6, 2016

One of my white papers, “Linking Employee Behavior to Customer Advocacy”m points to studies showing that customers who complain to an organization and have their complaints resolved satisfactorily tell an average of five other people about the good treatment they received. How to Optimize Social Media Customer Service for Millennials.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. And it allows them to truly know what customers (and employees) are doing, saying and feeling.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52