ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service Net Promoter Score e-support CRM 52

Opinionator

JANUARY 8, 2021

However the one we prefer is: CX is the overall customer experience of interaction (or perception by customers of their interactions) of a client with a company. It is critical to remember that interactions begin occurring way before the physical purchase of the product or the delivery of the service.

ROI 52

ROI Customer Experience How To Customer Journeys 52

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Self Service 68

Self Service Effort Score Guidelines Tips 68

ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

ProProfs Chat

FEBRUARY 7, 2020

The concept of customer support can be explained as a broad spectrum of services that enables the customers to make appropriate use of your offerings. Primarily the function of a customer service agent revolves around troubleshooting the problems of your customers at every stage. . Manage Time Effectively.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106

RapportBoost

DECEMBER 26, 2018

Tony: Customer preferences, cost, technology, and agent training are driving a lot of recent chat innovation. In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. What trends are you seeing in the market, Tony?

Contact Center 40

Contact Center Chatbots Metrics Sales 40

SmartKarrot

SEPTEMBER 19, 2023

A marketing playbook would allow your marketing team to consistently approach the market using a methodical and streamlined set of guidelines and tools that can efficaciously be measured and managed. The document can help your marketing team to get through potential confusion arising from a complex team structure, short timelines or both.

Marketing 10

Marketing Guidelines Social Media Brands 10

Opinionator

JANUARY 8, 2021

What is Customer Experience? Customer experience is generally defined as interactions between the company and the customer during their exposure to one another. It is critical to remember that interactions begin occurring way before the physical purchase of, for example, a book, a cellular phone, or a car.

ROI 98

ROI Customer Experience How To Effort Score 98

Comm100

NOVEMBER 13, 2022

When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support refers to companies interacting with customers through multiple channels with each channel managed in its own platform. Omnichannel customer service use cases.

Omni-Channel 226

Omni-Channel Customer Service Chatbots Social Media 226

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

SurveySparrow

JUNE 21, 2019

What is Omnichannel customer experience: Omnichannel customer experience integrates text, social media, email, IMs, etc, to provide a messaging that is not only aligned but also where customers can expect the same kind of service and experience across all channels.

Omni-Channel 56

Omni-Channel Customer Experience Tips Social Media 56