Thematic

MARCH 20, 2025

And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale.  By  By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times.

Analytics 62

Analytics Customer Service Analysis e-support 62

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. It can be a huge help, improve customer satisfaction and engagement, and enable you to work through questions faster and more efficiently.

Chatbots 52

Chatbots e-support Multi-Channel Banking 52

ShepHyken

JULY 3, 2020

He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers. You can achieve that by providing the best customer service possible.

e-support 94

e-support Tips Multi-Channel Customer Service 94

ShepHyken

APRIL 2, 2021

Research from the Journal of Marketing shows that offering angry customers a price-based solution (like a discount) actually negatively affects their view of your brand and their likelihood to continue supporting your business. First, it devalues your product or service to them by making them believe it’s not worth the full price.

Self Service 118

Self Service Customer Service e-support Average Handle Time 118

ShepHyken

JANUARY 8, 2021

H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

e-support 145

e-support Omni-Channel Competitive Advantage Customer Centricity 145

Kustomer

JUNE 8, 2021

The world is rapidly changing and that’s good news for businesses in the e-commerce space. This means it’s more crucial than ever to focus on the e-commerce customer service experience. These new statistics mean there’s a lot of room for growth in the e-commerce sector. What Is E-Commerce Customer Service?

Customer Service 100

Customer Service e-support Self Service Omni-Channel 100

NobelBiz

MARCH 11, 2025

Can AI understand frustration , offer genuine solutions , and keep customers happy? Lets dive into how AI is reshaping customer support, five surprising insights most businesses overlook , and what five world-class experts have to say about AIs future in complaint resolution. The short answer? Yes and no. from 2025 to 2030.-

Call Center 52

Call Center Chatbots Contact Center e-support 52

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

ShepHyken

JULY 31, 2020

Co-browsing helps unlock a higher degree of information by combining real-time experience and human relationships to provide a personalized customer experience. In fact, co-browsing-aided support conversations are so successful that satisfaction ratings from a recent Forbes report reflected a high of 89.3%!

Customer Experience 87

Customer Experience Customer Service Net Promoter Score Self Service 87

ShepHyken

MAY 7, 2021

It’s equally vital for your support staff to view all conversations in a single dashboard to p rioritize their duties and respond efficiently. . Be available to your customers . Shopping cart abandonment is a common practice in the e- commerce sphere and you can reduce such instances by using a chatbot on your site.

Software 92

Software Customer Experience e-support Chatbots 92

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Customer Journeys Banking Chief Customer Officer 62

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Customer Journeys Banking Chief Customer Officer 62

Comm100

SEPTEMBER 22, 2016

For big support teams with busy professionals, however, finding the extra time to read is already a challenge. But we still want you to be able to take advantage of the books that can transform your current customer support operations. For Support Team Leaders. Amazon is well-known for putting the customer first.

Customer Service 100

Customer Service Case Study Gamification Culture 100

transcosmos Information Systems

SEPTEMBER 5, 2018

Having one when establishing social media customer support is critical in making it efficient. Know where your customers are. The first step in creating a social media customer service strategy is to know precisely where across different social media platforms your customers are trying to reach out to you and in what context.

Social Media 69

Social Media e-support Customer Service Strategies Customers 69

CSM Magazine

MAY 13, 2024

They help overcome geo-blocking restrictions, allowing companies to reach customers in different regions. This is particularly useful in customer service, as businesses can provide localized support to customers, improving their overall experience.

Customer Service 52

Customer Service e-support Competitive Advantage Case Study 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Flavio Martins.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Flavio Martins.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bold360

JANUARY 5, 2017

While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. If a customer couldn’t find answers online, you lost business. If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. Let’s look at some facts.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

LiveChat

OCTOBER 16, 2018

In the competitive markets these days, if there is anything that determines your organization’s success or failure, then it is your customer service. The importance of customer satisfaction has increased enormously so much so that by the year 2020, it is expected to become the critical brand differentiator overtaking price and product.

Net Promoter Score 50

Net Promoter Score Social Media e-support Customer Satisfaction 50

Kustomer

OCTOBER 2, 2020

Retailers must put a customer service strategy in place, and leverage the right tools, to deliver on these expectations.”. A mixture of automation and human interaction allows you to meet said expectations while providing quality assistance that leads customers back to your business.

Consumers 61

Consumers How To Retail e-support 61

ProProfs Chat

MAY 1, 2020

And while you create one or update an existing one, make sure you take customer feedback into account. If you fail to acknowledge them when creating the best customer service training program for e mployees, you can end up facing consequences like: Losing more than 50% of customers who end up leaving because of poor customer service.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Service Untitled

AUGUST 30, 2010

Elizabeth used to spend countless hours replying to customers and answering questions by email; so much time that she didn’t have time for her own family, so what did she do? Elizabeth has become streamlined and innovative, but still strives to reply to customers, improve customer support, and reduce time.

Social Media 42

Social Media e-support Customer Satisfaction Exercises 42

SmartKarrot

MAY 11, 2023

Businesses can utilize conversation intelligence platforms to enhance their sales and customer service strategies. These platforms enable companies to record, transcribe, and analyze customer interactions, providing valuable data for evaluation and improvement. How Does Conversational Intelligence Work?

Chatbots 10

Chatbots e-support Travel Sales 10