Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. However, adding new channels is not enough.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Comm100

FEBRUARY 5, 2018

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. The answer for many businesses was customer engagement software.

Social Media 171

Social Media CRM Self Service Software 171

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products. Your customers want to help themselves.

Omni-Channel 118

Omni-Channel Self Service Trends Loyalty 118

Comm100

DECEMBER 10, 2024

Comm100s omnichannel customer experience platform and extensive CRM integrations helps unify all player data across channels, giving agents instant access to player history, preferences, and past interactions in one seamless view. Having a unified support solution will go a long way in helping you personalize interactions.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 243

Software Chatbots Customer Service Knowledge Base 243

Retently

DECEMBER 10, 2024

From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Use free trials to evaluate the tool and prioritize strong customer support and robust security features. Look for key features like customization, logic branching and real-time analytics.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. Improving Data Accuracy for Customer Profiles Traditional manual data entry is often error-prone. Additionally, correctness is vital for upholding the integrity of CRM systems. This further boosts customer loyalty and encourages repeat purchases.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

AWS Machine Learning

DECEMBER 11, 2024

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. For example, an account manager can upload a document representing their customers account plan, and use the assistant to help identify new opportunities with the customer.

Sales 104

Sales Customer Engagement Engagement Knowledge Base 104

Kayako

JULY 4, 2016

When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed. Back to the drawing board we go.

Customer Service 209

Customer Service Meeting Multi-Channel CRM 209

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Expanding Revenue Channels 4. Building Customer Loyalty for Retention 6. That’s a lot of shopping carts, checkouts, and happy customers! Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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

Comm100

OCTOBER 16, 2018

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change.

Multi-Channel 178

Multi-Channel Customer Experience Customer Journeys Chatbots 178

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth. 1) Live Chat.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated. Monitor customer feedback.

Customer Service 186

Customer Service Multi-Channel Net Promoter Score Omni-Channel 186

Aveus

NOVEMBER 25, 2019

An omni-channel approach will help you expose and address key inconsistencies as customers attempt to learn about and purchase healthcare services, ultimately leading to better loyalty for your brand. Typically, organizations work in silos when it comes to channel development – for the customer it’s one seamless experience.

Omni-Channel 213

Omni-Channel Healthcare Multi-Channel Conference 213

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. What’s happened in 2020 has quickly and—in many ways—irreversibly changed the customer service landscape. Look at the term “real-time feed.” That’s where CCaaS 3.0

Data 264

Data Contact Center Multi-Channel System 264

GetFeedback

NOVEMBER 12, 2018

Creating a customer survey is hard work. We know how painful this process can be, which is why we’ve created a pre-survey checklist to put your nerves at ease and help you launch the perfect customer survey. Creating your customer survey. Decide on a distribution channel: This will depend on the goal of your survey.

Survey 230

Survey Multi-Channel Social Media CRM 230

NICE inContact

OCTOBER 15, 2019

How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

Optimove

AUGUST 2, 2021

Picture the marketing funnel as a framework that imagines the customer journey as a funnel. Its shape helps illustrate that as a customer advances across the different stages, fewer remain with the brand. Retention metrics focus on measurements such as retention and churn rates, customer survivability, and payback period.

CRM 98

CRM Marketing B2C Multi-Channel 98

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. Heres a practical guide to help you succeed.

Self Service 52

Self Service Multi-Channel How To Call Center 52

BirdEye

DECEMBER 11, 2024

Traditional communication methods often lead to fragmented messaging systems, resulting in inconsistent customer experiences. Enterprise business messaging solutions are designed to meet the unique needs of multi-location businesses. Customers expect the same experience regardless of which branch they visit.

Communication 52

Communication Software Multi-Channel Social Media 52

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What is Contact Center Optimization?

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BirdEye

DECEMBER 4, 2024

Imagine a customer in the UK searching for a local business. Whether it’s a real estate company or a popular restaurant chain, the customer journey often starts with a quick search on Google or social media. What the customer sees on these channels heavily influences his or her final purchasing decision.

Management 52

Management Multi-Channel Social Media Guidelines 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Social Media Analysis Financial 52

Optimove

JULY 21, 2021

When planning the customer journey, chances are you’re never going to be able to predict everything that a customer encounters along the way. The good news is that with advancements in technology, marketers are getting pretty close to solving the ultimate CRM challenge. This is how we do it. Harmonizing Human and Machine.

CRM 98

CRM Multi-Channel Touchpoint Customer Journeys 98

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. What is CustomerGauge?

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

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. It’s freed up so much time that we can now focus more on creating better posts and even have time to dive into other projects.

Social Media 52

Social Media Software Management Multi-Channel 52

Comm100

MAY 11, 2020

Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! Customers hate repeating themselves.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 145

Software Customer Engagement Engagement Omni-Channel 145

CSM Magazine

MARCH 28, 2025

Whether you’re working with a small team or managing a global operation, having the right customer service software can make or break your ability to meet customer expectations. Why You Need Customer Service Software Before jumping into our list, its worth understanding what customer service software can do for your business.

Software 52

Software Customer Service Self Service Omni-Channel 52