Natalie Petouhof

FEBRUARY 2, 2016

Of the 284 million users who actively sought help in-app, only seven percent proceeded to file a support ticket after utilizing a specific self-service FAQ provided in-app, thus proving the efficacy of proactive in-app support. Just as other technology is evolving, so too is CRM and customer support. To date, Helpshift has raised $13.2

Self Service 40

Self Service Mobile Customer Service CRM Customer Relationship Management 40

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Better customer experiences can also help you improve employee satisfaction hassle-free.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Tips 29

Tips Mobile Customer Service Contact Center Call Center 29

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-Channel 26

Multi-Channel Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How equipped are your agents for those situations when something is going wrong? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language.

Tips 26

Tips Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have … Continue reading → The post Are Your Mobile Apps Ready for Prime Time? Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Study 26

Study Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-Channel 23

Multi-Channel Mobile Customer Service Contact Center Call Center 23

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. Providing a high-quality customer experience can save up to 33% of customer service costs. What do customers have to say about customer experience? 50% of the consumers in the U.S.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Study 22

Study Mobile Customer Service Contact Center Call Center 22

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-Channel 20

Multi-Channel Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Tips 20

Tips Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 2, 2014

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Strategy 20

Strategy Customers Multi-Channel Mobile Customer Service 20

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Study 20

Study Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 2, 2014

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Strategy 20

Strategy Customers Multi-Channel Mobile Customer Service 20

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. OS : Windows, Mac OS, Linux, Android, iPhone/iPad, Windows Mobile. Business on a Budget Seeks Uncomplicated CRM.

Software 109

Software Customer Engagement Engagement Omni-Channel 109