Storyminers

JULY 31, 2017

I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . T ips from an Expert in design thinking, c u s tomer e x p e rience and the power of story. engagement level per interaction) are also part of the executive’s customer-centered mandate.

Customer Experience 153

Customer Experience e-support Chatbots Comparison 153

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. So, if your NPS is flat, but customer effort scores are dropping, that signals a friction point in your journey—maybe users are finding it harder to reach support or complete a task.

Customer Insights 62

Customer Insights Data Analytics How To 62

Comm100

FEBRUARY 9, 2021

From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. Dawson College – Hosting a virtual open house with live chat & video engagement. As a browser-based solution, students could launch the video with a click of a button – no downloads, plug-ins, or special apps required.

Examples 180

Examples Industry e-support Abandon Rate 180

Optimove

DECEMBER 11, 2024

1) Collect Data The first time a potential customer engages with you is an ideal opportunity to collect essential information. Especially with the power of influencers, TikTok and social media in general, the power of a constant visual reminder of your brand shouldnt be underestimated for its power to drive further customer engagement.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. One way to do this is by adding single-page or one-click checkouts to your e-commerce website.

Tips 168

Tips Self Service e-support Social Media 168

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Download Free. Introduction. Should it be customer service?

Social Media 154

Social Media Customer Service Strategies Customer Service Strategy 154

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. A dark mode would improve my experience."

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. These methods, combined with AI-powered survey tools, help businesses extract meaningful insights from open-ended responses, online reviews, and customer support interactions. Just look at the case of DoorDash.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Inbenta

JANUARY 13, 2020

Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey. Chatbots can prove their effectiveness on an e-commerce site in several ways.

Chatbots 109

Chatbots e-support Competitive Advantage Study 109

Thematic

MARCH 20, 2025

 By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times. One of the biggest challenges in customer support is prioritizing urgent issues. How It Works: AI text analytics scans support tickets, emails, and chat messages in real time to identify urgent issues.

Analytics 62

Analytics Customer Service Analysis e-support 62

DCX

NOVEMBER 26, 2024

What if customers never had to contact support because every issue was resolved before they even noticed it? Something breaks; you call support. Take e-commerce: if an order is delayed, most companies today send a bland apology email. Imagine a support team that’s no longer buried under routine tickets.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

TechSee

OCTOBER 19, 2021

In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. An additional tried and true tactic used to solve the problem of how to reduce returns in e-commerce is to implement digital onboarding. Restocking Fees. Digital Onboarding. What is digital onboarding? Diagnostics.

How To 124

How To e-support Self Service Retail 124

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. Escalation: customers seek support to remove obstacles preventing them from deriving value from their purchase. B2C prospects may consume different content on different interaction mediums than B2B prospects, such as e-books vs. white papers, for example.

Customer Journeys 118

Customer Journeys B2C B2B e-support 118

Avaya

JANUARY 29, 2019

Workforce Engagement, previously known as Workforce Optimization, has become an essential differentiator for organizations that are seeking to deliver a better customer experience, improve agent productivity and increase profits. And there is no need to settle for limited functionality.

Engagement 67

Engagement Customer Experience Contact Center Infographics 67

DCX

FEBRUARY 23, 2025

Learn how to rally every department around customer obsession, click the button below to get started: Download the Free Guide Welcome to the DCX roundup of customer experience insights! Mark This week’s must-read links: AI Is Eating Customer Support Samsung’s Ballie: Your Tiny AI Butler or a Creepy Rolling Spy? Not so much.

e-support 52

e-support Culture Wait Times Leadership 52

AWS Machine Learning

NOVEMBER 20, 2023

You can use LangChain and specifically the LLMChain type of chain and pass as parameters the LLM, the prompt template you created earlier, and the question: question = "When can I visit the AWS M&E Customer Experience Center in New York City?" Let’s see if we can improve it by providing some context.

e-support 119

e-support Entertainment Data Resources 119

Comm100

MARCH 1, 2018

Many e-commerce sites fail entirely at providing assistance to their customers. And this becomes a problem when, according to a study by eConsultancy , as many as 83% of online shoppers need support to complete a purchase. Many companies tend to offer support by phone and email. Many websites offer email assistance.

Contact Center 124

Contact Center e-support Self Service Knowledge Base 124

Customer Bliss

MARCH 17, 2016

Chief Customer Officer Alison Circle described this structure as the way to align everyone’s decision making lens around supporting the customer. The library isn’t about warehousing books in buildings; it’s focus is on engaging their customers in reading and learning.

Chief Customer Officer 100

Chief Customer Officer e-support Customers Customer Experience 100

Kustomer

DECEMBER 14, 2021

Customer self-service tools are a proactive, cost-effective way to provide on-demand support. Self-service features allow companies to engage with customers outside of regular business hours and on the customer’s preferred channel. Website Downloads. How AI and Automation Support the Human Touch in CX.

Self Service 79

Self Service Tools Knowledge Base Chatbots 79

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. While businesses and consumers had embraced and integrated e-commerce and social shopping into their company structures for some time, the last two years accelerated those efforts with dizzying speed.

e-support 95

e-support Effort Score Retail Analytics 95

CloudCherry

AUGUST 9, 2018

and should cover all of the interactions customers have with you, from the first Google ad they clicked to the cancellation request email they sent to support. True predictive platforms are able determine the key drivers of customer engagement leading to more accurate ROI predictions. Download the free The Three Pillars e-book.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. Download the full Total Economic Impact™ Study.

Study 96

Study ROI Net Promoter Score CRM 96

Lithium

APRIL 5, 2022

These videos make reference to a pdf workbook, you can download this from the resources section of this article. Chat more, sell more: How conversations unlock revenue In this on-demand webinar, you’ll see how brands can do more than just support with their chat offerings. Available On-demand.

Return on Investment 97

Return on Investment e-support Groups Contact Center 97

Kustomer

APRIL 25, 2022

By taking a holistic approach to the customer experience, brands can control the methods by which customers engage with your brand, rather than leaving it up to the chance of a customer contacting you after something has gone wrong. From the top down. Departmental Impact of CX Strategy. So, whose responsibility is customer experience?

Strategy 89

Strategy Company e-support How To 89

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach. offer electronic-only support contact methods.

B2B 64

B2B e-support Knowledge Base Resources 64

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. Some argue that the beginning of the pandemic signaled the decline of ticket-based support systems. A recent analysis of e-commerce trends shows a jump in online sales by around 30% at the beginning of the pandemic alone.

Customer Experience 90

Customer Experience Self Service e-support CRM 90

Alida

FEBRUARY 1, 2017

Eighty-eight percent want to engage with companies that go above and beyond. Business leaders need to prioritize ongoing customer engagement to truly understand the motivations and aspirations of their consumers. And when it comes to a frictionless experience, the demand for better customer support is particularly high.

Study 100

Study e-support Competitive Advantage Touchpoint 100

customer sure

DECEMBER 3, 2014

I’m so thrilled that our new blogging direction provides the fantastic opportunity to speak with some incredibly successful, young e-commerce companies. Griffin tells me that their team listened to customer requests to provide a way to show support for their favorite charities. The engagement levels are unreal.

How To 129

How To Retail e-support Sports 129

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. Conclusion.

Company 100

Company B2C Social Media e-support 100

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. This helps the manager to establish trust within the team and support their agents when they need it. Read Shep’s latest Forbes article: Gallup Executive Shares Six Ways to Drive Customer and Employee Engagement.

Call Center 94

Call Center Virtual Call Center Contact Center Average Handle Time 94

ChurnZero

JUNE 22, 2021

Udemy is an e-learning platform that is here to help you do just that. Includes: 1 downloadable resource and certificate on completion. How the Customer Engagement Pyramid is an essential building block to success. Additional Follow Up Courses: Customer Success – How to Actively Engage Your Customers. Customer Operations.

Course 92

Course Customer Success e-support Video 92

Kustomer

JULY 28, 2022

This interaction could be something as simple as completing a purchase or as complex as engaging in an extensive live chat conversation about a particular product question. Here are four incredible CX benefits: Higher customer lifetime value: Great CX positions your brand as the first your customers turn to for support.

Customer Experience 93

Customer Experience e-support Social Media Knowledge Base 93

Comm100

NOVEMBER 13, 2022

Firstly, today’s consumers are increasingly demanding support that is fast and 24/7. When built well, chatbot software reduces support costs. Immediate support. Thanks to the directness of modern technologies, today’s customers increasingly expect an immediate response from support.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Kustomer

APRIL 14, 2022

Leverage your CRM to track these interactions and follow along with those unique customer journeys, personally engaging at every step to build a more long-lasting relationship. Engaging with your customer in meaningful ways can take your CX to the next level. Ask for Feedback. Drive CX with Data.

Examples 94

Examples Customer Service Self Service Chatbots 94

AWS Machine Learning

FEBRUARY 29, 2024

Improving the functionality of search is an integral aspect of enhancing the overall user experience and engagement on a website or application. Amazon Personalize supports the automatic adjustment of recommendations based on contextual information about your user, such as device type, location, time of day, or other information you provide.

e-support 113

e-support Resources Comparison Data 113

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Adrian Swinscoe. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

JANUARY 7, 2022

While e-commerce continues to gain significant ground, Accenture does report that shoppers are also looking forward to in-store, in-person experiences once again. While customer support teams are just one facet of the consumer CX journey, they are critical in providing a much-desired human touch for shoppers.

Self Service 82

Self Service Social Media How To Chatbots 82