Thematic

FEBRUARY 24, 2025

Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Customer service interactions – Including live chat, phone calls, and email support.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ShepHyken

JANUARY 20, 2020

The insight won’t tell you if your customers love you or not, but it will give you an idea of how efficient you are in managing the support experience. My opinion has been AI can’t replace the human experience (at least not yet), but it can support it. My Comment: In the customer contact/support center, live chat is a hot topic.

Customer Service 95

Customer Service Loyalty Programs Effort Score Self Service 95

TechSee

APRIL 30, 2019

Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider. The agent asks a series of questions, including dates of travel, destination, dates of birth and some health-related details. Lower overall support costs.

Effort Score 126

Effort Score Self Service Customer Service Representative Travel 126

Comm100

MARCH 18, 2020

Naturally, this is going to cause a dive in brick-and-mortar sales, but an uplift in online engagement as consumers turn to the internet from the safety of their homes. Live chat provides real-time, personalized support to your customers and is intuitively easy-to-use for everyone. Many places have banned non-essential travel.

Social Media 135

Social Media Travel Government e-support 135

Comm100

MARCH 18, 2020

Naturally, this is going to cause a dive in brick-and-mortar sales, but an uplift in online engagement as consumers turn to the internet from the safety of their homes. Live chat provides real-time, personalized support to your customers and is intuitively easy-to-use for everyone. Many places have banned non-essential travel.

Social Media 130

Social Media Travel Government e-support 130

ShepHyken

OCTOBER 19, 2018

AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. So, how is AI changing customer experience?

Customer Service 112

Customer Service e-support Chatbots Automotive 112

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. million consumers annually and $57.6 Today’s consumers also have high expectations for customer service. billion in spending. It is also attracting investors.

Customer Service 116

Customer Service Call Center e-support Contact Center 116

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support.

Company 162

Company B2C Social Media e-support 162

AWS Machine Learning

NOVEMBER 24, 2023

In this post, we dive into how Amazon Bedrock is transforming the product description generation process, empowering e-retailers to efficiently scale their businesses while conserving valuable time and resources. Manual translation and adaptation of product descriptions for each market consumes time and resources.

Ecommerce 114

Ecommerce Apparel e-support Retail 114

Kustomer

APRIL 27, 2021

Consumers want options more than ever before and, more importantly, they want them quick. More people prefer to shop online and have their packages delivered right from the comfort of their own home, rather than travel to a physical store. Our buying trends have evolved too. What Is Live Chat?

Abandon Rate 111

Abandon Rate e-support Chatbots CRM 111

AWS Machine Learning

OCTOBER 27, 2023

According to McKinsey , “71% of consumers expect companies to deliver personalized interactions.” Together, Amazon Personalize and generative AI help you tailor your marketing to individual consumer preferences. Plus, you’ll get a mix of comfort, support, and style that’s just enough to get you into the Hall of Fame.

Marketing 111

Marketing Travel e-support Entertainment 111

AWS Machine Learning

DECEMBER 5, 2023

Structured data, defined as data following a fixed pattern such as information stored in columns within databases, and unstructured data, which lacks a specific form or pattern like text, images, or social media posts, both continue to grow as they are produced and consumed by various organizations. append(e["Text"].upper())

Insurance 120

Insurance e-support Training Policies 120

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. No wonder why almost every business out there that deals with huge amounts of support requests has implemented or is considering the implementation of a chatbot or conversational platform to automate customer interactions. . Chatbot examples in the travel & leisure industry.

Chatbots 105

Chatbots Examples Self Service Insurance 105

Kustomer

FEBRUARY 25, 2022

Generally speaking, businesses have always interacted with consumers using real people. Consumers often have queries or concerns, and in the past, the only way to deal with them was to have an actual person listen and respond accordingly. The best support experiences still rely on real human interaction at specific touchpoints.

Multi-Channel 101

Multi-Channel Omni-Channel Touchpoint e-support 101

Thematic

JANUARY 21, 2025

Travel companies use text analytics to address recurring concerns. IT teams use it to prioritize recurring issues found in support tickets. E-commerce brands analyze reviews and shopping histories to recommend products customers are more likely to love. Consumer brands analyze forums and product reviews to spot emerging trends.

Analytics 62

Analytics Data Social Media Analysis 62

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. ."

Feedback 62

Feedback Social Media Analysis Survey 62

Storyminers

MAY 16, 2016

A staggering 71% of consumers stated there is room in the market for better mobile apps so it’s now up to retailers to invest in mobile to improve the shopping experience. However, all too often ecommerce companies fall foul of some fairly commonplace issues, leading consumers to uninstall their app. Digital is such a broad topic.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Kustomer

DECEMBER 21, 2021

Generally speaking, businesses have always interacted with consumers using real people. Consumers often have queries or concerns, and in the past, the only way to deal with them was to have an actual person listen and respond accordingly. The best support experiences still rely on real human interaction at specific touchpoints.

Customer Experience 95

Customer Experience Multi-Channel Omni-Channel Touchpoint 95

AWS Machine Learning

SEPTEMBER 30, 2024

When your use case is supported by a TSM, you quickly realize benefits such as improved refusal rates when you don’t want the model to provide answers unless they’re grounded in actual document content. Contextual answers: This model is used to significantly enhance information retrieval and customer support processes.

Airlines 93

Airlines Exercises e-support Financial 93

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 10, 2017

A live chat tool can help businesses significantly improve lead capture efforts, customer onboarding, and long-term support. When website visitors see something of value and find proactive live chat support to clear the doubts, there is a higher chance of being converted into a customer. It improves the buying experience.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

ShepHyken

JULY 31, 2020

In fact, co-browsing-aided support conversations are so successful that satisfaction ratings from a recent Forbes report reflected a high of 89.3%! Indeed, it results in higher customer satisfaction, as 78% of customers said they were better served through co-browsing as opposed to 47% for self-service support.

Customer Experience 86

Customer Experience Customer Service Net Promoter Score Self Service 86

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 63

Call Center e-support Travel Transportation 63

Kustomer

JULY 29, 2021

E-Commerce for the Social World. The new world of commerce is being steered by social media, especially with consumer habits having turned more digital during the previous year. From there they can create the typical customer profile as a way to characterize their typical consumer. Learn more by listening to the podcast below.

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

AWS Machine Learning

JUNE 25, 2024

Layering safety mechanisms for LLMs Achieving safe and responsible deployment of LLMs is a collaborative effort between model producers (AI research labs and tech companies) and model consumers (builders and organizations deploying LLMs). If unsure, say you don’t know. Only assist with flight information.

Chatbots 126

Chatbots Examples Metrics Policies 126

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support.

Company 100

Company B2C Social Media e-support 100

Eptica

OCTOBER 31, 2019

travel from January onwards , finance around the end of the tax year and the public sector around specific regulatory deadlines. Support (new) staff In the US, the National Retail Federation estimates that half a million temporary staff will be employed over the peak period.

Industry 62

Industry Self Service Multi-Channel Retail 62

SurveySensum

JANUARY 8, 2021

Can a TV series really be something special for consumers? Kucks from Apprentice says, “During the very early days of COVID, our company began receiving calls from our international pharmaceutical customers who were starting to experience restrictions on travel and site access that dramatically slowed down critical drug production.

Customer Experience 81

Customer Experience Travel Customers Consulting 81

Kustomer

NOVEMBER 12, 2021

In terms of coming out on the other side of the pandemic stronger, Outdoorsy VP of Global Sales & Customer Operations, Evan Hopkins, explained in the session The Bounce Back: Supporting Travelers in a Post-COVID World how the travel industry started coming back this year after a slow 2020.

Omni-Channel 90

Omni-Channel Conference e-support Travel 90

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. The growing expectations are inclusive of: 24*7 support. While some feel hesitant about adopting a new support strategy, others tend to prefer it on their website for the following reasons. Live Chat VS Phone Support Statistics.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

transcosmos Information Systems

JULY 24, 2016

Thus, providing superb customer service support should be on top of your priorities. With the continuous technological developments we have today, consumer behavior changes as well. Satisfying increasingly demanding consumers . Lack of a well-design customer service support model. E-commerce. Banking and Finance.

Industry 48

Industry Customer Service Telecommunications e-support 48

Thematic

JANUARY 16, 2025

Atlassian : By using Thematic’s text analytics, Atlassian analyzed feedback from support tickets and reviews to identify where customers were struggling with navigation. Take MMGY , a travel and hospitality marketing agency working with a global cruise line. But text analytics? It turns that noise into opportunities. The result?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Eptica

JUNE 5, 2019

Author: Steve Nattress - International Solutions Director Brands understand that today’s consumers demand more from the customer experience and customer service than in the past. Managing this effectively is time-consuming and complex. Published on: June 05, 2019. The speed of business has accelerated.

Knowledge Base 66

Knowledge Base Self Service e-support Consumers 66

Beyond Philosophy

NOVEMBER 28, 2017

Accordingly, my colleague Colin Shaw, working closely with the London Business and its Chair of Consumer Psychology, extensively tested emotional levers. We picked up one excellent word”, wrote Mark Twain in Life on the Mississippi (1883), “a word worth traveling to New Orleans to get; a nice limber, expressive, handy word -‘lagniappe’….

B2C 83

B2C Banking B2B e-support 83

BirdEye

APRIL 13, 2023

However, certain businesses can benefit more from advertising on Facebook, such as e-commerce, local, B2B, service-based, and app-based businesses. Here are some ad examples that do well on Facebook: E-commerce businesses can drive sales with Facebook’s product catalog and dynamic ads.

Social Media 98

Social Media Advertising Video Fashion 98

Kustomer

JULY 22, 2020

But the holiday season also brings a big lump of coal: an increase in needy customers reaching out to your team in need of immediate support. Many businesses struggle to maintain a high level of support during spikes in activity. Here is what consumers expect from brands during the upcoming holiday season. Immediate Service.

Self Service 53

Self Service Omni-Channel e-support Banking 53