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

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 232

Customer Experience Omni-Channel Chatbots Social Media 232

Vonage

OCTOBER 2, 2017

Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. However, it works both ways.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. Social media becoming a distraction.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

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 Social Media B2C Omni-Channel 100

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

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

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Is that still up for debate?

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

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

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

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

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

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

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 118

Customer Success Guidelines Social Media Tips 118

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

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

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

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

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

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

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 104

Software Customer Engagement Engagement Social Media 104

CSM Magazine

JUNE 7, 2023

Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media. Establish A Strong Online Presence Nowadays, everyone is online, so if you haven’t established a strong online presence yet, you might be missing out on opportunities to connect with your customers.

Tips 52

Tips Social Media Policies Case Study 52

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 119

Customer Journeys Touchpoint B2B Social Media 119

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 127

Customer Service Social Media Customer Satisfaction Customers 127

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

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

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

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

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

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

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 151

Customer Retention Loyalty Strategy Loyalty Programs 151

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

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

Totango

SEPTEMBER 22, 2022

First, we’ll define SaaS tools and explain how they connect with your customer lifecycle. This can be anything from downloading a white paper to signing up for a trial. Key Features : Hubspot’s platform includes tools for managing all major marketing channels, including blogging, SEO, ads, social media, videos, and live chat.

Tools 71

Tools CRM Analytics Advertising 71

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

SurveySparrow

MAY 22, 2020

People who connect with you on a webinar are usually the decision-makers, they have more knowledge on the subject, are looking for more information, and are hoping to make a meaningful connection. Any activity that is done to increase the visibility will come under this: from link building to social media marketing.

Strategy 52

Strategy Social Media eBook Conference 52