Optimove

OCTOBER 4, 2018

In today’s digital-focused world, multi-channel marketing is important for the simple reason that you must be able to reach your customers where they are. The following research comes to show exactly how effective multi channel campaigns are compared to single channel. Go Multi-Channel Already.

Multi-Channel 53

Multi-Channel e-support Analytics Touchpoint 53

Gainsight

FEBRUARY 1, 2023

But fear not my fellow customer success warriors, I have come bearing the gift of insight on increasing product adoption within your customer base. Your CS teams should be able to use multiple channels to solve this challenge at scale. Let’s break down this multi-channel approach into three categories.

Multi-Channel 52

Multi-Channel Customer Success ROI Customer Retention 52

Alida

DECEMBER 7, 2018

QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer. This insight empowers QVC to be more reactive and agile in their roadmap and attract new, younger audiences whilst still catering to their traditional customer base.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

Comm100

OCTOBER 16, 2018

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. Use journey maps based on real customer experiences to identify personalization opportunities across all channels and systems.

Multi-Channel 152

Multi-Channel Customer Experience Customer Journeys Chatbots 152

Bold360

JULY 13, 2017

Multichannel: • Literally means ‘many channels’. Refers to the multiple ways your business and customers can interact with one another. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels. .

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. This has also changed the way customers interact and search for product information.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

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

CSM Magazine

DECEMBER 10, 2024

Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace. Premium crypto wallets should come with high security, easy usability, and multi wallet support.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Comm100

APRIL 25, 2019

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal.

Omni-Channel 148

Omni-Channel Customer Experience Multi-Channel Software 148

Kayako

NOVEMBER 30, 2018

That makes it a lot easier to keep track of where customer relationships stand and ensure nothing falls through the cracks and ends up costing you a customer. Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter.

Self Service 125

Self Service Multi-Channel Software Social Media 125

ijgolding

OCTOBER 25, 2018

While collecting Friday night takeaway is not necessarily the most bleeding-edge example of an omnichannel customer journey, it is one that can operate easily. It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., cars, software, apparel).

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

InMoment XI

SEPTEMBER 17, 2024

The customer journey is so important because it is the foundation on which customer acquisition and customer loyalty are built. Most consumers express a desire to interact with a brand across multiple channels, but 77% of brands admit they struggle to create a cohesive customer journey across those channels.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

NICE inContact

AUGUST 27, 2019

Using first names is a first step, but good CRM data gives agents multiple opportunities to connect with customers based on their previous brand interactions. Agents can also provide better customer service simply because they know the customer’s preferred channel, previous purchases and interactions.

Connections 149

Connections Tips Social Media Multi-Channel 149

Kayako

NOVEMBER 30, 2018

That makes it a lot easier to keep track of where customer relationships stand and ensure nothing falls through the cracks and ends up costing you a customer. Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter.

Software 120

Software Self Service Multi-Channel How To 120

InMoment XI

DECEMBER 7, 2023

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. As your organization starts your customer experience management efforts, you need to consider how to measure it. After you take these actions, you measure the response to your improvements and determine the success of your efforts.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

BirdEye

FEBRUARY 4, 2025

While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue. If youre not actively managing it, youre leaving it to online reviews, social channels, and customer sentiment to define your brand reputation.

Tools 52

Tools Brands Management Multi-Channel 52

Comm100

DECEMBER 22, 2016

We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

BirdEye

DECEMBER 27, 2024

This makes a multi-platform approach essential for comprehensive online reputation management. Use Birdeye’s automated system to identify optimal moments for review requests based on customer interactions.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

CSM Magazine

JULY 13, 2023

Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. The project is aimed at improving customer engagement and satisfaction levels across multiple channels, including voice calls, emails, SMS and chatbots amongst others.

Groups 52

Groups Customer Base Multi-Channel e-support 52

BirdEye

OCTOBER 10, 2024

This is even more critical for multi-location enterprises, which handle hundreds of customers across numerous locations daily. The more customers and locations you have, the more complicated the process becomes. This blog post will help you master enterprise reputation management and grow your multi-location brand.

Strategy 98

Strategy Multi-Channel Management Social Media 98

Totango

APRIL 5, 2022

It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Delivering your survey through multiple channels, such as your website and email list. Branding your survey.

NPS 108

NPS Software Net Promoter Score Multi-Channel 108

Retently

AUGUST 5, 2024

SMBs benefit from multi-channel survey distribution, supporting email, in-app, and link surveys, which ensures comprehensive feedback collection. This makes it a good choice for SMBs or educational institutions already using Zoho products that want a straightforward survey tool without extensive customization.

NPS 100

NPS B2B Software Net Promoter Score 100

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. Warm transfers” are a huge help in this area.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

InMoment XI

OCTOBER 31, 2023

Implement advanced call center technologies, such as Customer Relationship Management (CRM) systems, automated call routing, and workforce management software. These tools streamline processes, reduce errors, and provide agents with the information they need to serve customers effectively.

Call Center 195

Call Center Strategy Management First Call Resolution 195

CSM Magazine

JANUARY 27, 2025

Providing Multi-Channel Support Giving customers multiple ways to reach your business isnt just convenientits essential. Online wholesale stores deal with a diverse customer base that has varied communication preferences. What can a CRM system actually do for your customer service?

Customer Service 52

Customer Service Multi-Channel Chatbots Social Media 52

CSM Magazine

JANUARY 13, 2025

Heres an example: Say your team shares customer details over unsecured channels, and that information ends up compromised. Your customers lose trust in your company, and your business may face legal and financial repercussions. Customers feel more confident sharing their details when they know your systems are secure.

Communication 52

Communication Tools Customer Service Omni-Channel 52

Optimove

SEPTEMBER 21, 2023

This extensive knowledge positions us as experts in the field of data-driven retention marketing, and a reliable source of “best practices” in areas such as customer segmentation, highly targeted multi-channel customer marketing, campaign performance analysis, campaign optimization and other retention-related disciplines.

Multi-Channel 98

Multi-Channel Analysis Software Resources 98

InMoment XI

JANUARY 2, 2023

Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Customers who are promoters score 9 or 10.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Comm100

APRIL 25, 2019

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal.

Omni-Channel 100

Omni-Channel Customer Experience Multi-Channel Software 100

Thematic

APRIL 3, 2025

The drivers we cover in this section are central to the market’s projected multi-billion dollar growth over the next decade. Exponential growth in unstructured data (social media, emails, customer feedback). 💡 If you're new to this space, start here with how text analytics works or explore the top tools available.

Analytics 62

Analytics Trends Marketing Social Media 62

TechSee

APRIL 3, 2018

Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 130

Customer Experience Social Media Self Service Multi-Channel 130

AWS Machine Learning

AUGUST 26, 2024

This multi-model approach lets us take advantage of the best features of each model, resulting in more comprehensive and nuanced summaries. Prompting Well-crafted prompts enhance the accuracy and relevance of generated responses, reduce hallucinations, and allow for customization based on specific use cases.

Sales 118

Sales Multi-Channel Metrics Feedback 118

Optimove

DECEMBER 17, 2024

Key takeaways: This blog dives into how Optimove helps operators transform this critical period into a strategic advantage, harnessing segmentation, AI-led orchestration, and multi-channel targeting to deliver personalized journeys that boost CLTV and maximize budgets during this high-stakes season.

Gamification 52

Gamification Sports Multi-Channel Loyalty 52

Retently

OCTOBER 23, 2024

Stores can use these surveys through various channels like email, in-app, chat/messenger, or SMS. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active. Be Consistent : Ensure the same message is delivered across all channels to avoid confusion.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Thematic

MARCH 2, 2025

This company used Thematic to analyze data and gain customer insights, helping them improve multi-segment experiences, address app crashes, and resolve fulfillment issues. Social Listening & Online Reviews Customers freely share opinions online—on social media, review platforms, and forums.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62