Comm100

FEBRUARY 5, 2018

CRM Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. These are common types and functions of customer engagement software: CRM Software. PR Software.

Social Media 171

Social Media CRM Self Service Software 171

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Analysis 195

Analysis Survey Feedback How To 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Measurement should include both customer feedback data AND operational data. Related resources: Download our free CX Mission Statement Workbook and CX Success Strategy Statement Workbook. Surveys, interviews, and feedback forms all provide insights and improve your understanding of the CX metrics youre following. Have questions?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

JUNE 7, 2024

Download the Report Hotel Reputation Management Strategies for Success There are various ways to improve the hospitality experience for your guests, but every great hotel reputation is built upon similar strategies. Engage with guests post-stay to thank them for their feedback and encourage them to return.

Hotels 195

Hotels Management Social Media Hospitality 195

Storyminers

JULY 2, 2020

Poll the audience and then send the equivalent of a landing page and free download to your audience. Tie your website to your CRM. If you don’t have a CRM (customer relationship management) system, get one–even if you’re just starting out. All of this means you have to put a number of deadlines in your CRM or event checklist.

Customer Journeys 246

Customer Journeys CRM Retail Video 246

TechSee

JUNE 16, 2021

Make sure the chosen visual assistance solution offers off-the-shelf integrations with the organization’s existing CRM/FSM and enables launch with single sign on to make it easier for employees to use it and to quickly access data relevant to each customer. Visual assistance adoption case study: European Telecom.

ROI 251

ROI Case Study Strategy Wireless 251

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

AUGUST 6, 2024

Analyzing Customer Feedback: Customer experience dashboards can also aggregate and analyze customer feedback from various sources like surveys, reviews, social media, and support interactions. Furthermore, an employee feedback channel should be created for employees to provide feedback on the dashboard.

Customer Experience 221

Customer Experience Net Promoter Score How To Effort Score 221

Kustomer

JULY 18, 2022

The benefits of upgraded customer relationship management (CRM) software are immeasurable. With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences. Features of a Modern CRM and Chatbots.

Chatbots 88

Chatbots CRM Connections Multi-Channel 88

GetFeedback

FEBRUARY 15, 2019

Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Their feedback can inform strategy and customer communications. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Comm100

APRIL 12, 2018

They assume that your team will have an up to date CRM system and that you will have the tools in place to not only respond to their concerns quickly but also address their issues. Many customers will be happy to answer when asked to provide feedback. Ideally, you should have a process to incorporate feedback into future plans.

NPS 196

NPS Measurement Effort Score Customer Experience 196

ProProfs Chat

OCTOBER 25, 2021

Yes, you can collect their feedback on your brand offerings with simple questions like: Are you happy with our products or services? Various customer feedback tools help you track your customers’ pulse consistently. What Is a Customer Feedback Tool. Read more: 12 Channels to Capture Customer Feedback. Here we go!

Software 98

Software Feedback Net Promoter Score Social Media 98

Comm100

APRIL 23, 2019

Download the report. Organizations should make sure the knowledge base or CRM system that live chat pulls information from is always up to date. Leverage this data and direct customer feedback from live chat to create better, more personalized experiences and make more informed business decisions. Download the report.

Customer Experience 170

Customer Experience Roadmap Omni-Channel Video 170

GetFeedback

DECEMBER 27, 2018

Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. We’ve gathered some of the best ways to distribute and promote your surveys online, so you can create a distribution plan to blow your feedback goals out of the water.

Survey 199

Survey How To Social Media Feedback 199

Experience Matters

JULY 7, 2015

To construct a more holistic picture of their customers’ experiences, companies should take the unsolicited, unstructured voice of the customer (VoC) feedback they capture in the contact center and combine it with data they collect from other sources, such as CRM and digital analytics. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

Optimove

AUGUST 5, 2021

. “Optimove makes it super-easy for our team to modify and test the creative and copy that is going to each different type of customer, ensuring that we are speaking to everyone in the exact way that we want,” says Jonas Malpass, Senior Manager of CRM & Digital Marketing at John Hardy. Download the full case study here.

CRM 98

CRM Marketing Omni-Channel Retail 98

InMoment XI

MAY 30, 2024

Whether it’s analyzing online reviews, customer feedback , or any other form of unstructured data, these tools can sift through large amounts of information and highlight important elements. Download Report Types of Text Analysis Software There are various types of text analytics software, each with its unique strengths.

Analysis 195

Analysis Software Self Service Social Media 195

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Download Now. Silo Mentalities.

Contact Center 165

Contact Center Tips Management Call Center 165

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. In order to follow up and close the customer feedback look, you need to ensure response data is fed back into contact records to prompt the next best step. They allow you to efficiently gather, analyze and act on customer feedback in real time. Integration.

NPS 150

NPS Software Net Promoter Score Survey 150

ReviewTrackers

JULY 1, 2020

Your organization can access the ReviewTrackers API to download review data and sync with whatever reporting structure, CRM (customer relationship management) suite, or POS (point-of-sale) system or software you’re using. percent of customers who post online reviews or feedback expect a response in 7 days or less.

Net Promoter Score 123

Net Promoter Score Social Media Automotive Customer Relationship Management 123

CX Journey

AUGUST 5, 2014

I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback. Which is why I''ve only provided you the link to the HBR article; you can also download their full research findings here.)

Survey 155

Survey Feedback Customer Satisfaction Groups 155

Comm100

FEBRUARY 7, 2018

Additional Considerations for CRM Solutions. Will the vendor support integrations with leading CRM or marketing automation solutions that will amplify your lead management, scoring, and nurturing capabilities? Can the live chat provider use CRM integrations to recognize visitors who are already in your CRM system?

Software 133

Software Customer Engagement Engagement Social Media 133

Retently

JULY 3, 2024

When the goal is to extract genuine feedback without compromising privacy, the challenge lies in finding the appropriate anonymous feedback tool. Key Takeaways Anonymous feedback tools ensure open, safe, and honest communication, increasing the likelihood of receiving genuine insights from employees and customers alike.

Tools 78

Tools Feedback Analytics Survey 78

Thematic

MARCH 20, 2025

Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service. You’re not alone. But how do they make sense of all that data? Text analytics.

Analytics 62

Analytics Customer Service Analysis e-support 62

Thematic

DECEMBER 12, 2022

Traditionally people built these feedback taxonomies manually. In this article, we share our learnings on how to build and maintain a perfect customer feedback taxonomy. Why organize feedback into taxonomies? To make sense of free-text customer feedback, researchers and analysts use taxonomies, or hierarchies of themes.

Feedback 71

Feedback How To B2C Fashion 71

C3Centricity

AUGUST 26, 2019

CEX #CRM #CustomerService #CustomerSatisfaction Click To Tweet. In general customers love to give feedback and it has the benefit of building a closer tie to the brand as they feel ownership of those launched. Download our Training Brochure Book your workshop NOW! Make them Feel Special. Ask their Advice - Frequently.

Fashion 189

Fashion Customer Centricity Airlines Customers 189

SurveyGizmo

JULY 14, 2020

It leaves closing the deal to guesswork and interpretation instead of capturing customer’s feedback. . It helps you listen to your customers by capturing feedback at every stage, recording it, and embedding it into the systems you already use. Gathering and acting on feedback is what makes this possible.

Sales 98

Sales CRM Feedback Leadership 98

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. This is part 3 in a 5-part series. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

DCX

MARCH 30, 2025

Download your free set of 32 GenAI prompts right now. Download Now Welcome to the DCX roundup of customer experience insights! 😊 Here’s how you can get involved: Got feedback? Prioritize smarter, communicate better, and achieve tangible results—starting today. This week, we're exploring exactly that!

Customer Centricity 52

Customer Centricity Leadership Innovation Connections 52

Optimove

OCTOBER 15, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: For marketers, this post highlights the importance of responsible AI usage in a rapidly evolving digital marketing landscape, ensuring ethical practices that protect consumer trust. Ensure that AI complements human insight and expertise rather than replaces it.

Innovation 52

Innovation Marketing Consumers System 52

Thematic

MARCH 18, 2025

They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. But here’s the kicker: That feedback is gold —if you know how to use it. These tools help businesses analyze feedback, track behaviors, and uncover trends.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

SuiteCX

MARCH 2, 2015

About to bang my head on the wall to the beat of the hold music after 10 more minutes, another person comes on to say – you guessed it – I need to go online to download an obscure form, fill it in and fax it (who faxes anymore?) My next task was to cancel our CRM service, InfusuionSoft, because it isn’t working out.

Customer Journeys 140

Customer Journeys CRM Sports Customer Service Representative 140

SurveySensum

JANUARY 27, 2025

A multilingual survey is designed to gather feedback from diverse audiences by offering the questionnaire in multiple languages. Think of it as a tool that speaks your audiences languageliterally and figurativelybreaking down communication barriers and inviting genuine, thoughtful feedback from every corner of the globe.

Survey 52

Survey Customer Insights Customers Culture 52

CSM Magazine

DECEMBER 19, 2020

One of the most revolutionary CRM software specifically for customer service is the Microsoft Dynamics 365 for Customer Service CRM. Automation is now the most significant part of the customer service industry globally, and Microsoft CRM has now enabled even small businesses to automate crucial tasks. Automation.

CRM 52

CRM Software Customer Service Self Service 52

DCX

MARCH 4, 2025

Learn how to rally every department around customer obsession; click the button below to get started: Download the Free Guide Join the global community of 1,100+ CX trailblazers who receive the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Are customers staying longer?

NPS 52

NPS Metrics Connections Social Media 52

Kustomer

JUNE 7, 2023

When you gather feedback on the customer service you’re providing, you get a much deeper understanding of whether your strategy is successful or not. Feedback should come directly from target clients to learn what worked and what didn’t. Once feedback is collected and understood, prepare to shift tactics if something is not working.

Financial 94

Financial CRM Banking Effort Score 94

Thematic

JULY 13, 2022

Are you someone who works daily with feedback, and would like to improve your team's efficiency with an automated solution? If you work with data as an analyst, then you probably already feel you spend too much time processing feedback data instead of helping your team act on it. Will you capture all the themes in a piece of feedback?

Feedback 71

Feedback Analytics Analysis Multi-Channel 71