InMoment XI

OCTOBER 17, 2024

Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business. E-commerce Questionnaire Were you satisfied with how easy it was to navigate our website and find the items you were looking for? How did you hear about our company?

Feedback 195

Feedback Effort Score Survey Customers 195

Kayako

JULY 28, 2022

Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer. What is Knowledge Management?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. What is B2B Customer Experience?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 22, 2024

Key components include: Clear Communication: Benefits should be communicated clearly, supported by user-friendly interfaces and personalized experiences. Tailored Walkthroughs: Customized guides and welcome messages introduce key features and benefits, making users feel supported from the start.

B2B 207

B2B Customer Experience Self Service e-support 207

AWS Machine Learning

FEBRUARY 12, 2025

Amazon Bedrock , a fully managed service offering high-performing foundation models from leading AI companies through a single API, has recently introduced two significant evaluation capabilities: LLM-as-a-judge under Amazon Bedrock Model Evaluation and RAG evaluation for Amazon Bedrock Knowledge Bases.

e-support 90

e-support Comparison Metrics Analysis 90

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This will mean better pay, better training, better tools, better support, and a better work-life balance. 2023 looks to be a year of great change in customer experience (CX).

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

GetFeedback

JANUARY 19, 2020

Post-Purchase: How will the customer get access to the solution/service, learn how to use it, and get support? Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Why not use the same technique to ask for web experience feedback with a reward of a research report or e-book?

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Meetings and classrooms shifted to Zoom almost overnight.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

JANUARY 12, 2024

By analyzing successful interactions, managers can identify best practices and provide targeted coaching to enhance the skills of their teams. Efficient Resource Allocation Understanding the dynamics of customer conversations helps businesses allocate resources more efficiently.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

AWS Machine Learning

MARCH 4, 2025

Amazon Bedrock Knowledge Bases offers a fully managed Retrieval Augmented Generation (RAG) feature that connects large language models (LLMs) to internal data sources. It also provides developers with greater control over the LLMs outputs, including the ability to include citations and manage sensitive information.

Knowledge Base 98

Knowledge Base Travel Policies e-support 98

AWS Machine Learning

JANUARY 22, 2025

Amazon Bedrock Agents offers a fully managed solution for creating, deploying, and scaling AI agents on AWS. Prerequisites For this example, you need the following: An AWS account and a user with an AWS Identity and Access Management (IAM) role authorized to use Bedrock. The workflow is illustrated in the following diagram.

Travel 125

Travel Hotels e-support Examples 125

AWS Machine Learning

JUNE 21, 2024

Finally, admins can share access to private hubs across multiple AWS accounts, enabling collaborative model management while maintaining centralized control. SageMaker JumpStart uses AWS Resource Access Manager (AWS RAM) to securely share private hubs with other accounts in the same organization.

Management 110

Management Policies e-support Resources 110

AWS Machine Learning

APRIL 1, 2025

Policy changes are automatically versioned with unique Amazon Resource Names (ARNs), allowing for change tracking, auditing, and rollback capabilities to maintain consistent policy enforcement. The feature provides clear explanations for its decisions, including extracted factual statements, and suggested corrections for invalid content.

Policies 94

Policies Guidelines e-support System 94

CSM Magazine

NOVEMBER 26, 2024

The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support. By enhancing customer service, chatbots provide service around the clock, allowing businesses to be available when needed and ensuring customers feel supported even outside standard hours.

Interaction 52

Interaction Engagement e-support Chatbots 52

CSM Magazine

MARCH 18, 2025

E-commerce has revolutionized the way businesses interact with consumers. Every day, millions of transactions take place online, making the e-commerce industry one of the most dynamic and fast-evolving sectors. But how exactly can generative AI transform e-commerce? What is Generative AI and Why It Matters for E-commerce?

e-support 52

e-support Chatbots Innovation Trends 52

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. Integrates downloadable resources and rich media content.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Joe Rawlinson

JANUARY 24, 2025

Understanding Business Analytics and Its Importance Business analytics refers to the process of analyzing data to extract actionable insights that support decision-making. This clarity is especially vital for entrepreneurs who need to allocate resources wisely and mitigate risks.

Analytics 78

Analytics Financial Return on Investment e-support 78

CSM Magazine

DECEMBER 9, 2024

Online communication, data processing, transactions, and user support require reliable protection and the appropriate infrastructure. If you also encounter similar problems and need a quick solution, you should pay attention to is*hosting services, which can provide an isolated environment and dedicated resources.

Communication 52

Communication e-support Consulting Customer Confidence 52

CSM Magazine

MARCH 17, 2025

Digital tools like chatbots provide round-the-clock assistance, ensuring customers feel supported even outside business hours. How to do it: Utilize AI-driven workforce management tools to analyze foot traffic, sales patterns, and customer behavior. Providing them with tools and support to resolve issues quickly.

NPS 52

NPS Self Service Net Promoter Score e-support 52

InMoment XI

JANUARY 16, 2024

Artificial intelligence will not replace agents in the near future but provide readily available resources and insights to empower them to effectively solve customer inquiries and deliver exceptional customer experience. By automating routine tasks, contact enter AI enables businesses to optimize their resource allocation.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

AWS Machine Learning

FEBRUARY 10, 2025

In this post, we dive into how organizations can use Amazon SageMaker AI , a fully managed service that allows you to build, train, and deploy ML models at scale, and can build AI agents using CrewAI, a popular agentic framework and open source models like DeepSeek-R1.

Multi-Channel 99

Multi-Channel e-support Tools System 99

InMoment XI

JULY 25, 2024

A well-managed contact center can significantly enhance customer satisfaction and retention. Given this, providing agents with comprehensive training and access to the necessary resources to solve problems quickly and efficiently is important. Happy and motivated agents are more likely to provide excellent customer service.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Win the Customer

DECEMBER 23, 2024

As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Customer Service 59

Customer Service Social Media e-support Travel 59

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. This efficiency reduces the manual effort required for data analysis, freeing up resources and enabling teams to focus on strategic decision-making and customer interactions.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Lumoa

MAY 5, 2022

CXM (Customer Experience Management) focuses on using strategic methods for influencing the customer experience positively. The main responsibility belongs at the very top and in the management team. To give customers the support and experiences they want in their interaction with your business, you need to be agile and adaptable.

Strategy 259

Strategy Customer Experience How To Consulting 259

Thematic

OCTOBER 30, 2024

Using a VoC tool will help your research teams automatically review and analyze the data – at scale – without straining resources. Customer service interactions : Your customer support team plays a vital role in collecting and analyzing customer calls, emails, and support chat feedback.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

CSM Magazine

NOVEMBER 26, 2024

Artificial Intelligence and Chatbots Artificial intelligence (AI) and chatbots are improving customer service by providing instant support and answering common questions. Streamlined Document Management Document management has always been one of the biggest pain points in the mortgage process.

Industry 52

Industry Technology Customer Service e-support 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

CSM Magazine

NOVEMBER 21, 2024

Black Friday, Cyber Monday, and the end of year holidays are all clustered into the busiest time of year, creating an annual problem for every manager that is responsible for delivering great service to customers. Once you have the forecasts you can plan how many people will be needed to support your customers. Get the team on board.

Self Service 52

Self Service e-support Chatbots Retail 52

InMoment XI

OCTOBER 8, 2024

The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported. A customer experience program helps your organization improve customer experience by facilitating cross-functional collaboration between various departments such as sales, marketing, support, etc.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Blueshift

JANUARY 3, 2025

The CDP vs. Other Data Management Tools In the data management landscape, CDPs often get mistaken for other tools. Heres a closer look at how CDPs compare: CRM (Customer Relationship Management) : Designed to manage customer relationships, CRMs primarily track sales, support, and service data.

Data 52

Data Marketing Strategy e-support 52

CloudCherry

JULY 25, 2018

Over 60% of them managed relatively large operations with more than $1 billion in annual revenue. Nearly 90% of respondents from Iconic firms felt they were adept at managing customer experience from an omnichannel perspective ; this figure drops to 75% for all responses, and 66% among the poor performers.”. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

ijgolding

AUGUST 20, 2017

Often, those who have wanted to acquire knowledge, or who have been sent to do so, have represented middle management or below. In the overwhelming majority of cases, middle managers have concluded AFTER the training that their leaders need to sit through the workshop as an absolute priority! A Resource for the Boss!

Customer Centricity 209

Customer Centricity e-support Leadership Measurement 209

Clarivate

FEBRUARY 18, 2022

How CGIAR saved time and resources. This had a significant impact in reducing manual quality assessment work, saving both time and resources, and improving the overall performance of the process within the organisation when assessing the quality of scientific publications. support their annual quality assurance process.

Innovation 105

Innovation e-support Case Study Resources 105

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

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. Offer Proactive Support : Reach out a few weeks after purchase to check if customers need help or tips, showing you care beyond the sale.

Ecommerce 109

Ecommerce Survey Retail NPS 109