BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. We’ll start by discussing some of the key concepts and benefits of using social media. 84% of U.S.

Social Media 98

Social Media Management Multi-Channel Analytics 98

BirdEye

FEBRUARY 21, 2023

Are you curious about how people use social media? Social media statistics can provide valuable insights into these questions and more. From Facebook’s total users to Twitter’s average daily tweets, there are so many facts that help us better understand how we interact with social networks. Let’s get started.

Social Media 98

Social Media Marketing Advertising Video 98

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. Before you review the list, we wanted to take a moment to define social media analytics if you’re a little green.

Social Media 85

Social Media Analytics Tools Marketing 85

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

Optimove

DECEMBER 10, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Marketers will learn how AI and Generative AI are revolutionizing the industry by putting creativity back into their hands, enabling them to craft meaningful campaigns faster and with greater precision.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

Comm100

MAY 11, 2020

But this doesn’t only mean they want to connect with you via digital channels. It means that when they do reach out, they don’t think in channels. They simply want to use the channel that is most convenient to them at that moment. Free Download: Mastering Omnichannel CX: A Success Guide. Download Now.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Comm100

OCTOBER 8, 2016

Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Facebook, Twitter, and LinkedIn combined have close to 2 billion monthly active users —for this reason, your company would do well to have a solid social media presence.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

Thematic

FEBRUARY 24, 2025

Social media listening – Analyze comments, mentions, and discussions about your brand. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Comm100

DECEMBER 11, 2017

Knowing your customer allows you to select the best communication channels to use for better CX. Live chat is crucial in improving customer experiences as it offers a real-time channel to find solutions for customers without having them leave your website. Social Media Support. Social media is not just for individuals.

Customer Experience 152

Customer Experience Social Media Self Service Multi-Channel 152

BirdEye

FEBRUARY 12, 2024

In today’s digital era, showing up on social media isn’t just an option for brands — it’s a necessity. However, the social media landscape comes with its fair share of obstacles. Table of contents What is multi-location social media? Siloed reporting prevents holistic insights.

Social Media 59

Social Media Multi-Channel Tips Competitive Advantage 59

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. With new technology and social media, we have more ways than ever before of interacting with our customers. Download eBook. More purchases and renewals.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Comm100

MAY 11, 2020

But this doesn’t only mean they want to connect with you via digital channels. It means that when they do reach out, they don’t think in channels. They simply want to use the channel that is most convenient to them at that moment. Free Download: Mastering Omnichannel CX: A Success Guide. Download Now.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. Download Cheat Sheet

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Bold360

JULY 13, 2017

Multichannel: • Literally means ‘many channels’. Often includes a bricks and mortar store, a website, a mobile phone website or app, advertisements, word of mouth, social media pages and more. Makes an effort to put out specific content which caters to the strength of its channel.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

Thematic

MARCH 18, 2025

They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. Many businesses collect feedback from various sources—surveys, support tickets, social media, and reviews.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

Comm100

FEBRUARY 7, 2018

Additional Considerations for Social Media Software. Will the vendor support integrations with your current channels? Will the vendor support integrations with live chat, social media, and knowledge base solutions to help you create a frictionless omnichannel customer experience? Getting to Know the Vendor.

Software 131

Software Customer Engagement Engagement Social Media 131

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 148

Customer Service Social Media Call Center Multi-Channel 148

Comm100

FEBRUARY 6, 2018

Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. Astute Solutions. Restaurants.

Software 143

Software Customer Engagement Engagement Omni-Channel 143

Comm100

MAY 20, 2022

To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. Because it’s become the most popular support channel. As we’ve spoken about earlier on, live chat is the most popular customer support channel.

Software 242

Software Wait Times Multi-Channel Consumers 242

CloudCherry

JULY 18, 2018

Did you interact with the brand through their website, through their social media, through email, or through multiple channels? Download The Data Science of CEM. Was it the variety in products that made the experience great? How about the price, or the speed of delivery? Composite Scorecard Index.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

Optimove

APRIL 4, 2019

Rule-based automation can go horribly wrong as witnessed when Forever 21’s marketing channels fired off 20+ email campaigns to an unsurprisingly dismayed customer. Target them on social media. Sending the right message at the right moment through the right channel is the essence of Relationship Marketing. Email a promo.

Multi-Channel 112

Multi-Channel Fashion Social Media Retail 112

NICE inContact

JUNE 14, 2017

More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR). Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.

Omni-Channel 145

Omni-Channel Customer Expectations Meeting Self Service 145

BirdEye

NOVEMBER 27, 2023

Comprehensive, multi-location coverage Birdeye Reports is designed explicitly for multi-location businesses, offering a comprehensive suite of reports that track every aspect of the customer journey. Location-level reports These reports are tailored for multi-location businesses, offering insights into the performance of each location.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Comm100

MARCH 21, 2019

Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel. But customers won’t know about your multi-channel capabilities unless you make them aware. Be Proactive. Make Live Chat Visible on Your Website.

Social Media 100

Social Media Multi-Channel Self Service System 100

Comm100

MARCH 21, 2019

Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel. But customers won’t know about your multi-channel capabilities unless you make them aware. Be Proactive. Make Live Chat Visible on Your Website.

Social Media 100

Social Media Multi-Channel Self Service System 100

BirdEye

JANUARY 5, 2023

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. This can involve responding to customer reviews, engaging with followers on social media, and reporting on the analytics of all your online marketing activities.

Company 98

Company Management Multi-Channel Social Media 98

Comm100

DECEMBER 22, 2016

We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service. Click to tweet.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

NICE inContact

MAY 16, 2019

In this latest research, we asked more than 900 contact center leaders how likely customers would be to recommend their company based on the consumers’ experience with the company’s service via specific service channels (e.g., There were also notably large gaps in the responses regarding email, text, and social media.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Comm100

AUGUST 24, 2016

Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Comm100

MARCH 27, 2023

I think anyone who has a social media account can build a Comm100 Chatbot.” For a more detailed set of instructions on how to build a task bot from scratch, download our full guide, “ An Introductory Guide to Task Bots.” Multi-lingual support and live chat handoffs.

Chatbots 228

Chatbots Multi-Channel Knowledge Base Wait Times 228

Inbenta

DECEMBER 28, 2024

At that time, our digital channels were just beginning to emerge. So back then, in 2017, our goal was to create a tool that would enable us to build customer awareness of our digital channels. It’s a multi-layered solution right across the business. It’s a multi-layered solution right across the business.

Multi-Channel 52

Multi-Channel Banking Net Promoter Score Case Study 52

BirdEye

FEBRUARY 14, 2023

Some tasks they may perform include creating or updating websites, managing social media accounts, monitoring online reviews, optimizing search engine results, responding to customer queries and complaints, and more. Monitoring these platforms regularly lets you address concerns quickly and efficiently.

Consulting 97

Consulting Management Social Media Multi-Channel 97

NICE inContact

OCTOBER 17, 2019

” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media.

Self Service 121

Self Service Contact Center Social Media Chatbots 121