Alliance by IFS

OCTOBER 18, 2019

“With Astea Alliance, the processes are streamlined and we have cut manual tasks and follow-ups by at least 95%.” – Astea customer. According to Aberdeen Group Data, technicians can complete 8% more work orders annually with the help of field service mobile solutions. Personalize the Customer Experience.

Software 75

Software Self Service Multi-Channel ROI 75

Thematic

AUGUST 10, 2024

Think about being able to quickly see what makes your customers happy and what frustrates them. Grouping feedback into categories gives businesses a full view of customer experiences. For instance, do customers often mention long wait times or praise friendly service? That’s what thematic analysis can do.

Analysis 62

Analysis Customer Experience How To Feedback 62

Martin Hill-Wilson

SEPTEMBER 22, 2016

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms of striking the right balance.

Omni-Channel 40

Omni-Channel Self Service How To Multi-Channel 40

SmartKarrot

NOVEMBER 2, 2022

Role: SVP, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Cardlytics As an SVP of Customer Success, you will lead and scale an inclusive, world-class, multi-discipline services organization – driving vision, growth strategy, and execution.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

LiveChat

JUNE 22, 2016

In the past, the local shops had all the power in a customer-seller relationship. Multi-channel marketing didn’t make sense because sellers got results without going the extra mile. Now, the whole relationship is reversed. They have to embrace multi-channel marketing if the want to make a dent in the market.

Multi-Channel 46

Multi-Channel Marketing Social Media Self Service 46

rethinkCX

JUNE 11, 2024

Intelligent Routing : Directs customer inquiries to the most appropriate agents based on skills and availability. Omnichannel Support : Combines various communication channels into one platform for a seamless customer experience. Zendesk Zendesk is like the top dog when it comes to customer service software.

Software 52

Software Customer Service Multi-Channel Social Media 52

Retently

MARCH 26, 2024

Retently Dashboard Description: Retently stands as a prime choice for monitoring key customer satisfaction metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT). Key Features: Multi-channel feedback collection (surveys, social media, digital behavior, etc.)

Survey 78

Survey Multi-Channel Effort Score Analysis 78

NobelBiz

AUGUST 13, 2024

Contact centers that use VoIP can convert voice to a real-time experience by enhancing agents’ self-service and support activities, increasing throughput, and reducing costs. Related Article Customer Experience Automation – Benefits and Best Practices 7. Related Article What is IVR?

Call Center 52

Call Center Contact Center Customer Service Self Service 52

Thematic

AUGUST 29, 2024

Clear Methods for Capturing Customer Feedback The backbone of a good VoC program is the ability to collect customer viewpoints consistently and at scale. Surveys are usually the main focus, but it could also include online reviews, focus groups, social media listening, and customer support interactions.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. Customer behaviors vary across different channels.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

SurveySparrow

OCTOBER 18, 2022

10 Zoho Desk Alternatives that Will Help You Boost Your Customer Service. A Swiss Army knife among help desk software, Zoho Desk offers a vast array of tools for the whole company – including: Multi-brand self-service portals/ help centers. Freshdesk is a cloud-based customer service software.

Software 52

Software Self Service Customer Service Knowledge Base 52

Circular Edge

MAY 6, 2022

The sales and marketing teams can see where any customer is in the sales cycle to determine the best next steps. Marketing tools enable the distributor to import lists and target new prospects with emails and ads across multiple channels, which leads to a 10% bump in annual revenue. Customer Relationship Management (CRM).

Resources 52

Resources Ecommerce CRM Financial 52

Currency Alliance

NOVEMBER 17, 2020

The sixth trend – to be present and compete in marketplaces – will become a new, but pressing objective for brands that have been operating in silos – since it is now patently clear that customers are interacting with brands beyond the brands’ own channels. enabling more customer self-service.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. “Organizations make many mistakes when selecting a customer relationship management solution.

Software 40

Software Customer Experience Company CRM 40

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Kevin Leifer. Kean Graham. Greg Dewald. Ben Thompson. Chloe Thomas. Daisy Jing.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Vonage

DECEMBER 6, 2018

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Management.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145

Comm100

FEBRUARY 6, 2018

That’s because it is one of the most acclaimed and reputable CRM software solutions around, with customers such as Coca Cola and American Express vouching for its effectiveness. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels.

Software 106

Software Customer Engagement Engagement Omni-Channel 106