ECXO

FEBRUARY 3, 2025

Instead of following up promptly with tailored information, the sales rep waits days before sending a generic email. Two weeks later, a sales rep follows up, not with another sales pitch, but with a helpful guide or a quick check-in to see if they need support. Example: Imagine reaching out to a company for information about a product.

Sales 266

Sales Customer Experience e-support Examples 266

InMoment XI

NOVEMBER 26, 2024

With this information, you can improve your customer experience and eliminate pain points. This type of journey map helps you understand what motivates a consumer at each stage, their questions, and the information they seek. These could include the website, customer support portal, social media, and more.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 22, 2022

In technical terms, a VoC program is the process of gathering vital information regarding what customers think and feel about their experiences with a business. This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more!

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. There are several ways to obtain data and understand customers.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.

NPS 461

NPS Feedback Net Promoter Score B2C 461

ECXO

DECEMBER 25, 2024

Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

MARCH 6, 2025

CX transformation often requires breaking entrenched habits and coordinating across silos, which wont happen without active support from the C-suite. While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Comm100

OCTOBER 31, 2024

Through conversational marketing, you act as the guide for your audience and help them make informed buying decisions. You facilitate your audience’s access to relevant information and help them decide what’s best for them. So, they may reach out to you when exploring your website or relevant social media platforms for their inquiries.

Marketing 130

Marketing Chatbots Social Media e-support 130

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. E-commerce sales are now projected to reach $7.4 Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX.

e-support 195

e-support Customer Experience Social Media Chatbots 195

Vonage

OCTOBER 2, 2017

Social media is changing the definition of what’s “fast” We’re each connected to an instant feed of live updates, breaking news and messages. We can post something on social media and get instant feedback from friends. And according to Global Web Index , 28% of time spent online is social networking.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435

Vonage

AUGUST 30, 2017

Social media is changing the definition of what’s “fast”. We can post something on social media and get instant feedback from friends. And according to Global Web Index , 28% of time spent online is social networking. When e-commerce began, delivery costs were standard.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction. Or journey by departments ….

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. These interactions can take various forms, including phone calls, emails, web chats, social media inquiries such as online reviews , and more!

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Comm100

OCTOBER 9, 2022

Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind. In practice, this could look like a customer reaching out on social media by publicly messaging a brand’s official page. Increase agent efficiency.

Omni-Channel 246

Omni-Channel Customer Service Social Media e-support 246

Comm100

MARCH 9, 2022

Speed up support with live chat. Live chat should be at the center of every credit union’s member experience strategy because it delivers on the key want of its members – fast support. Traditional phone support tends to result in lengthy wait times as members wait for an available agent.

Strategy 241

Strategy Omni-Channel e-support Financial 241

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising Video Fashion 98

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO.

Social Media 98

Social Media How To Multi-Channel Tips 98

BirdEye

MARCH 22, 2023

Including social media in your marketing strategy is crucial to maximizing your leads. However, running a business can be time-consuming, and implementing social media plans may require assistance. Posting consistently is the number one way to achieve your goals on social media.

Social Media 98

Social Media Tools Multi-Channel Analytics 98

InMoment XI

NOVEMBER 15, 2023

For instance, imagine an e-commerce company that recently implemented a new online chat support feature. By utilizing CSAT surveys after each chat interaction, the company can swiftly assess how satisfied customers are with this specific support channel. What Are Important Metrics to Consider in Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. The portals also automate routine customer issues such as changing account information or passwords.

Self Service 295

Self Service Knowledge Base e-support Policies 295

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. Smart recommendation engines analyze vast amounts of data to provide tailored suggestions, making it easier for customers to make informed choices.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. 99% of customers now believe that companies need to improve their service and support. In 2021, this meant that 48% of organizations diversified the digital channels they support.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Kayako

JULY 28, 2022

Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. They quickly find their account information. The second perspective for knowledge management is how the company manages its FAQs and other service-related information to enhance customer self-service?

Self Service 290

Self Service Customer Service Management Knowledge Base 290

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). The challenge?

Analytics 62

Analytics Trends Marketing Social Media 62

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 186

Tips Self Service e-support Social Media 186

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. Let’s consider an e-commerce platform that aims to develop its customer experience through a detailed VoC program.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

InMoment XI

JULY 18, 2024

Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. It includes customer reviews, social media comments, and website analytics. Customers may use social media to share their experiences, both positive and negative.

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

InMoment XI

AUGUST 14, 2024

Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

GetFeedback

JULY 23, 2018

Smart retailers know that brand interactions have moved beyond the limits of brick-and-mortar stores—interactions happen on the company website, via e-commerce platforms, on social media, on review websites and platforms, through television and other advertisement media, and through new channels that seem to be constantly changing.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. Having a good or even a bad e-commerce customer experience can significantly impact your bottom line.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Online communities : Online communities can encourage discussion and engagement.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Retently

OCTOBER 23, 2024

CES surveys , on the other hand, look into the amount of effort a customer puts into completing a specific task, such as making a purchase or contacting customer support. Offering product reviews and ratings can also build trust and provide social proof. How did you hear about our store (social media, referral, search engine, etc.)?

Ecommerce 110

Ecommerce Survey Retail NPS 110

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

Customer Service 59

Customer Service Social Media e-support Travel 59

Alida

JULY 5, 2016

As I discuss in my new e-book Winning the Research Revolution , researchers are more important than ever because businesses are invested in being customer-centric. This is useful because closed questions are typically less informative. In my e-book , I highlight the democratization of research. Guiding non-researchers.

Marketing 180

Marketing Analytics e-support Social Media 180