Vonage

JANUARY 5, 2017

Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. 1 Connect with omni-channel shoppers. 1 Connect with omni-channel shoppers.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

BlueOcean

MAY 23, 2017

Today’s self-serve or Tier 0 customer service is heavily focused on customer satisfaction, and as a result, the technology has become increasingly elegant, better integrated, and – most importantly – more user-friendly. That’s where Tier 0 support – and strategic omni-channel service in general – has upped the ante.

Omni-Channel 228

Omni-Channel Customer Service Customer Journeys Call Center 228

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. Omni-Channel Patterns. Omni-Channel Patterns.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Evolving Omnichannel Service.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. From consumers to small businesses to enterprise organizations, there’s no denying that wallets were squeezed in 2020 as the height of the pandemic took its toll. Read on to discover our perspective and insights.

Customer Care 156

Customer Care Contact Center Omni-Channel Resources 156

CX Journey

JANUARY 11, 2018

Today’s savvy consumers have a variety of options when it comes to engaging with your brand. From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever. Let’s get one thing clear, though: having multiple channels is not the same as being omnichannel.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

BlueOcean

APRIL 15, 2019

In our world, this takes the shape of a unified and documented blueprint of the customer journey , as well as the appropriate tools and systems to support that journey and equip agents to deliver the optimal experience. How to Support Your Toughest Customers. Empowering Your Team to Deliver Kick-Ass Customer Experience.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5%

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service? Easier said than done.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Comm100

JANUARY 13, 2022

The CX playing field has changed considerably for customer service teams in the past 5 years – but this hasn’t been driven by the organizations themselves. Instead, consumer expectation has pulled and pushed brands to raise their customer service game in order to match the experience they receive from other industries.

Omni-Channel 235

Omni-Channel Customer Experience Chatbots Knowledge Base 235

Vonage

MARCH 26, 2018

Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. Your company’s marketing department should be able to supply demographic data and customer information.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

NICE inContact

AUGUST 6, 2019

In an earlier post, The Digital Revolution, Rising Consumer Expectations , we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

ProProfs Chat

MARCH 13, 2020

Did you know that 64% of modern consumers care less about the price if they are getting the best customer experience? As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. Omnichannel customer experience is the outcome of customer-centricity.

Omni-Channel 110

Omni-Channel Customer Engagement Engagement e-support 110

ECXO

JUNE 20, 2023

Business customers care about what your brand stands for. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. It can be more important than innovation or market dominance. And the shift isn’t anecdotal.

B2B 367

B2B Brands Innovation Government 367

NICE inContact

AUGUST 6, 2019

In an earlier post, The Digital Revolution, Rising Consumer Expectations , we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. For years, customers have been demanding more from their financial institutions.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

transcosmos Information Systems

MAY 31, 2018

As a business owner or retailer, taking advantage of these different channels not only allows your business to engage better with buyers who may prefer to shop via one or more channels, but it also means potentially growing your revenue. Some of these channels include desktop, mobile, apps, SMS, and email marketing to name a few.

Omni-Channel 83

Omni-Channel e-support Strategy Multi-Channel 83

CSM Magazine

DECEMBER 3, 2019

A huge part of this is repetitive and time-consuming, but it is necessary for the enterprise to achieve success. Business e-mail traffic is increasing by 6% annually and consumer e-mail by 3%. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees.

Customer Care 52

Customer Care Omni-Channel Competitive Advantage Analysis 52

NICE inContact

JULY 5, 2019

Hot topics: Digital and omnichannel. Dozens of visitors stopped by the NICE inContact booth to catch our CXone demo, which showcased innovations in CXone that revolutionize the agent’s experience of digital and omnichannel. And a human touch is the key success differentiator in a seamless omnichannel customer service environment.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

BlueOcean

DECEMBER 18, 2018

While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Omni-channel communication. Proactive outreach.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

Comm100

FEBRUARY 5, 2018

From the rubble, a new dynamic emerged (the same one we know so well today): organizations spoke to customers and customers held the power to reply. Greater consumer power brought forth a new reality for companies. What Customer Engagement Software Tools Are There? Multichannel and Omnichannel Software.

Social Media 170

Social Media CRM Self Service Software 170

NICE inContact

JUNE 18, 2019

Following these tips will cut costs and increase revenue — all while making your customers happier and more loyal. 1) Go all-in for digital-first omnichannel. Customers want more options for customer service, specifically social media and digital channels. 2) Ratchet up responsiveness.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

Interactions

APRIL 16, 2024

In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. Failing to invest in customer care risks customers seeking it elsewhere. That way, when a customer calls, they will not have to repeat information that has already been shared.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Kayako

DECEMBER 31, 2015

This article will walk you through many different levels of customer loyalty. Hopefully, in 2016 you begin to collaborate and co-create your future growth with your customers in the age of Uber and Airbnb. Where We Are Really At In Omni-Channel , by Martin Hill-Wilson. A huge plea to make customer service simple.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

ShepHyken

AUGUST 13, 2021

In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands to deliver an omnichannel customer experience. Separate technical support from core marketing accounts.

Social Media 150

Social Media Customer Experience Management Chatbots 150

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Experience Investigators by 360Connext

JANUARY 23, 2024

Related: Preparing for the AI Revolution in Customer Service: A Guide for Customer Experience Leaders 2. Ignoring the Shift to Not Just Mobile-First, but Omnichannel for Real Customers are increasingly using mobile devices for their interactions. And we can’t forget that customers love seamless experiences.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Call Experts

JANUARY 23, 2019

Omnichannel is quickly becoming a fundamental concept for businesses. Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. What makes omnichannel challenging? Retailers have lost millions. What is this process?

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45