InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. What to Look for in Contact Center Automation Software Text and Speech Analytics Integrations Reporting Customizable Alerts The right contact center automation software boosts agent productivity and customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

MARCH 6, 2025

Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more. For example, implementing a customer data platform or upgrading the CRM can help consolidate information about customer interactions, transactions, and preferences into one unified profile.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 31, 2024

With its ability to integrate with CRM systems and organize feedback in a central place, it simplifies the process of gathering and analyzing customer data. Average Handle Time: By following a script and leveraging CRM software to fetch Jane’s details, the agent can quickly understand that she’s looking for a replacement.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions. Reporting and analytics dashboards.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. These sources can include CRM systems, customer feedback questionnaires , and social media. Actionable Reporting A good platform helps you visualize predictive insights.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Calabrio

MARCH 26, 2025

By centralizing data and automating reporting, they streamlined workforce operations, improved coaching efficiency, and enhanced decision-making immediately improving agent adherence by 20% and driving stronger customer experiences.

Call Center 130

Call Center Self Service Chatbots CRM 130

ECXO

JULY 29, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JUNE 27, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights. Samsung often does that.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

NOVEMBER 19, 2024

Unified Customer Profiles : Use CRM systems to maintain a unified view of each customer, ensuring that every interaction feels seamless and informed. For instance, if Johan reports issues with the liners, use this feedback to improve product design or customer service processes. • This can lead to continuous CX improvements.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

SEPTEMBER 28, 2021

Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty?

Loyalty 389

Loyalty Tips Feedback Advertising 389

Comm100

NOVEMBER 23, 2021

Comm100 Live Chat stores previous conversations from every one of your channels together (and connects it with your CRM – more on this in the next point), so that your agents always have the customer info they need at hand. Integration with your CRM. In a sales environment, live chat reports can be used to track conversions from chats.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

eglobalis

OCTOBER 1, 2024

Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions. Establish Transparent Reporting Structures Complex reporting structures often contribute to silos.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

BlueOcean

APRIL 1, 2025

According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. Truly effective self-serve solutions need to move beyond education to actual resolution.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

InMoment XI

NOVEMBER 22, 2024

InMoment helps you break free of silos by connecting experience data with CRM systems, ticketing platforms, or project management tools. Real-Time Analytics and Reporting: Immediate insights into user feedback are crucial for making quick decisions. These integrations help your teams transform customer data into actionable insights.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

OCTOBER 23, 2024

By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. Customers who regularly use a bank’s smartphone app or website report higher satisfaction levels on average compared to those who infrequently use digital channels.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

JANUARY 13, 2025

Studies consistently show that effort is one of the strongest predictors of customer loyalty: According to Gartner , 96% of customers who reported a high-effort interaction said they were more likely to switch to a competitor. Integration with CRM and Helpdesk Tools Your CES tool needs to cooperate, not isolate.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

NICE inContact

AUGUST 2, 2019

3) Advanced Reporting. Any reputable digital customer service software includes advanced reporting features that make it easy to track and measure business goals. 4) Powerful CRM. CRM is one of the most important tools that customer service agents can have at their fingertips. 5) Intelligent Routing.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

GetFeedback

DECEMBER 26, 2018

CRM integration is especially critical for Net Promoter Score (NPS). Below we’ll explain why NPS data belongs in your CRM, and how you can put it there using GetFeedback for Salesforce. Below we’ll explain why NPS data belongs in your CRM, and how you can put it there using GetFeedback for Salesforce.

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

InMoment XI

NOVEMBER 18, 2024

Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data. Its reporting capabilities help companies identify recurring issues, improving customer support quality and response times. Consumer Trends Report. ( [link] ). References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Calabrio

MARCH 5, 2025

A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX. That’s why an integrated solution matters: it centralizes data from sources such as CRM platforms and customer surveys, offering a holistic view of your contact center operations.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

GetFeedback

MAY 8, 2019

Every industry out there has had a hand in the making of this report. According to our participants, Case Close CSAT carries the most weight in many organizations—it provides valuable customer feedback in real-time, it’s expected in most companies’ reports, and it’s used to measure agents’ performance. See below.

Trends 268

Trends Customer Service Comparison Metrics 268

InMoment XI

NOVEMBER 26, 2024

Almost 90% of customer experience professionals who use customer journey mapping report improved performance in customer experience KPIs such as higher customer satisfaction, lower customer churn, and improved Net Promoter Score. However, this does not show what they felt at each stage or how they felt about certain touch points.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Totango

NOVEMBER 27, 2023

Totango recently shared how we envision the next generation of customer success evolving, and we see three prominent benefits of leveraging one of the most significant CS platforms reflected in the report. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: Task status.

Report 98

Report Trends Customer Success Self Service 98

Optimove

APRIL 6, 2023

Believe it or not, many CRM marketers today still use manual tools like Excel to manage their campaigns. To master CRM, that is, to get personalization, orchestration, retention, and optimization right at scale – marketers must adopt innovative technologies and new, more modern ways of working. Worst of all? It’s prone to human error.

CRM 98

CRM Marketing Telecommunications Analytics 98

eglobalis

JULY 31, 2024

Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

Calabrio

MARCH 5, 2025

Deliver Automated Reporting and Dashboards: Customer experience analytics solutions can automate the creation of comprehensive reports and dashboards, providing stakeholders with up-to-date insights into CX performance. These reports can be customized to track key metrics and monitor progress over time.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

ChurnZero

JUNE 15, 2023

Most recently, we’ve seen leaders question whether they should revert to using their organization’s longstanding incumbent sales tool—the CRM—as an interim solution to their team integration challenges. Treating a CRM as a Swiss Army Knife is both inefficient and reductive to the work of post-sale teams.

CRM 96

CRM Sales Report System 96

Comm100

OCTOBER 17, 2023

Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. Key Features : Shared email inbox, knowledge base, live chat, reporting, customer profiles. Key Features : Live chat, email, social, and phone support integration, knowledge base, automation, reporting.

Software 239

Software Chatbots Customer Service Knowledge Base 239

Calabrio

MARCH 4, 2025

Reporting and Analytics: Its all about visibility. You need comprehensive reporting and analytics to track performance and deliver predictive insights. Open APIs and integrations with other business systems (CRM, marketing automation, HR and back office systems, etc.) are necessary to create a seamless flow of information.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

ECXO

FEBRUARY 3, 2025

Example: A SaaS company regularly sends proactive reports to their clients showing how theyve saved time or money using the software. Actions You Can Take: Implement a robust CRM tool like Salesforce, HubSpot, or Zoho to centralize customer data. This kind of engagement shows that youre invested in their success, not just their money.

Sales 259

Sales Customer Experience e-support Examples 259

SuiteCX

FEBRUARY 18, 2020

CX and customer engagement are now standard to the thinking of “CRM” companies. Eighty percent of all submissions for a recent ZD net report focused their efforts on proving customer experience and customer engagement, not CRM. It permeated everything they wrote and all that they offered. Toolset Synergies.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have.

Hotels 195

Hotels Management Social Media Hospitality 195

Kerry Bodine

OCTOBER 1, 2021

Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions.

Study 227

Study Company CRM Consumers 227

Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. And that leads to more retained revenue.)

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Retently

DECEMBER 10, 2024

It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Integration Capabilities : Seamless integration with your existing CRM, marketing automation, and other business tools is crucial. Qualtrics stands out for its analytics and reporting tools.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

GetFeedback

APRIL 17, 2019

The tools capable of handling the reasons why customers don’t contact customer service are usually found in the CRM market. Now, we show how CRM-based platforms eliminate the above reasons and go deeper into delivering customer service.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

InMoment XI

OCTOBER 29, 2024

Analytics and Reporting The software you choose should let you track and analyze key metrics like NPS, churn rate, and engagement levels. You can also create and share actionable reports that provide a clear picture of your customer loyalty efforts. As a result, you don’t miss out on valuable customer insights.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195