Storyminers

JULY 29, 2016

The most effective customer retention strategy – use your social media accounts to engage with what your customers are sharing online. Our support team not only responds to our customers’ needs in a friendly and timely fashion, they work closely with our dev team to make our customers feel like product partners. Brian Honigman.

B2C 124

B2C Customer Retention Brands Strategy 124

Kustomer

JULY 29, 2021

E-Commerce for the Social World. The new world of commerce is being steered by social media, especially with consumer habits having turned more digital during the previous year. The power of social media is tremendous – everything is digitized , from friendships to commerce.

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. However, there is an argument for the old-fashioned personal touch via the telephone.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat.

Brands 80

Brands Self Service Insurance Fashion 80

BirdEye

JUNE 29, 2023

Marisa Endy-Vanchieri, Sunburst Shutters & Window Fashions What are the steps for effective customer communication? Whether it’s email, phone, social media, or live chat, engaging with customers on their preferred channels will improve customer satisfaction. What are the best customer communication channels?

Communication 97

Communication Social Media Self Service Touchpoint 97

Oracle

OCTOBER 1, 2019

By providing a bevy of information, chatbots are similar to advanced self-service portals or knowledge bases. Chatbots can also reduce overall interaction volume, including chats, emails, and social media inquiries. Accommodating the Millennial.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

Playvox

MARCH 19, 2024

It is influencing what we see on social media and when researching “how to” at work. AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. As we write an email, AI is helping complete our thoughts and fixing typos.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Eptica

MARCH 18, 2016

Replicating research carried out since 2011, the Study evaluated 40 leading UK retailers, split between 4 sectors (food & wine, consumer electronics, entertainment and fashion) on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter , Facebook and chat.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

SEPTEMBER 10, 2015

In an extremely competitive market, with complicated products, fail to deliver the right answers and customers will simply buy from a rival – probably after complaining about the experience on social media or to family and friends. The sector ranked fourth overall in the study, way behind banking (91%) and fashion retail (78%).

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

APRIL 12, 2019

Focusing on your people is key While companies are investing heavily in automation , such as through self service and chatbots, they also understand the importance of their people in delivering the experience that consumers expect. However, it also demonstrated that many companies were lagging behind their peers.

Conference 76

Conference Self Service Fashion Ecommerce 76

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Second to None

JULY 31, 2024

The same can also be true for bad experiences as well, which is why social media has played a key role in influencing Gen-Z loyalty with brands. Reviewing Feedback and Actually Taking Action Social media has had a profound impact on Gen-Z’s brand perceptions and loyalty.

Loyalty 62

Loyalty Brands Omni-Channel Social Media 62

Second to None

JULY 31, 2024

The same can also be true for bad experiences as well, which is why social media has played a key role in influencing Gen-Z loyalty with brands. Reviewing Feedback and Actually Taking Action Social media has had a profound impact on Gen-Z’s brand perceptions and loyalty.

Loyalty 62

Loyalty Brands Omni-Channel Social Media 62

Eptica

APRIL 29, 2016

Illustrating the gulf, the best insurer scored 65%, lower than the worst fashion retailer , which scored 70%. Half of tweets going unanswered Insurers are increasingly present on social media. All ten were on Twitter, and four of these had a specific Twitter handle for customer service. Share this page on: Tweet.

Insurance 48

Insurance Connections Customer Service Self Service 48

SurveySparrow

MAY 23, 2021

Example: Brazilian fashion brand C&A displays its apparel on augmented reality enabled hangers. These hangers thus display the likes collected through social media sites for their product. (c) a) AR self-service support. They like self-service support. c) Interactive packaging technology.

Self Service 59

Self Service Customer Experience Apparel e-support 59

SurveySensum

JULY 24, 2023

Embracing Automation and Self-Service Amid Staffing Shortages A trend that’s gaining traction in the retail industry is the ability to maintain top-notch service even with a smaller workforce. And here’s the cool part: for retailers with complex products or services, self-service kiosks come to the rescue!

Retail 52

Retail Trends Self Service Customer Experience 52

Magellan Solutions

SEPTEMBER 17, 2020

Customer service channels are communication channels used by a business to interact with their end-users. These include, but are not limited to, phone, email, live chat, social media, community forums, and many more. . People seek convenience, and businesses should provide this by offering an omnichannel service.

Customer Service 52

Customer Service Self Service Social Media Knowledge Base 52

Eptica

OCTOBER 16, 2019

They expect a wonderful experience on their hard-earned holiday and will have no hesitation in sharing any complaints on social media. Cancellations and delays - the state of travel customer service Looking more broadly, how does the travel sector fare when it comes to the customer service it delivers?

Travel 56

Travel Airlines Hotels Social Media 56

Eptica

MARCH 14, 2018

The social media experience delivered by the banks also trails behind some other sectors. On Twitter, 40% of banks successfully responded to questions compared with 70% of fashion retail brands and 50% of electronics retailers. On Facebook it banks scored 35% compared with 65% of telecoms companies. Share this page on: Tweet.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Eptica

APRIL 18, 2018

Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year. In comparison, top sector Fashion Retail scored 70% and 45% respectively.

Travel 49

Travel Brands Airlines Customer Experience 49

CSM Magazine

FEBRUARY 6, 2019

At a time when the quality of customer experience is often the only opportunity to achieve any level of customer differentiation, the way in which organisations engage with customers – via social media or email, phone or web chat – is now critical. Conclusion.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Win the Customer

DECEMBER 14, 2015

Even in the age of email and social media, there’s real power and effectiveness found in old fashion human-to-human conversation. When customers can reach agents quickly and effortlessly, customer service teams can resolve more complex problems faster and greatly personalize customer service and customers support.

Call Center 52

Call Center Metrics Multi-Channel Management 52

Eptica

JUNE 29, 2016

By contrast 30% of insurers and fashion retailers delivered consistent answers on three channels. They might make contact on the web, then follow up by email and then move to social media, depending on their requirements and what is convenient at the time. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Kustomer

JANUARY 13, 2022

And the reason why I say that is because once you receive a complaint, you’re assuming that the customer is already beyond that servicing window where they’re already irate. We don’t want to have their complaints sort of pour-over into social media streams or other channels. How do you stay competitive, right?

Self Service 81

Self Service Omni-Channel Customers Social Media 81

Eptica

MAY 22, 2019

However, many VoC programs just focus on feedback surveys, which only capture a partial view, ignoring unstructured data from areas such as verbatim customer conversations and social media. For example, take a store manager for a fashion retailer that is receiving complaints about long queues for its fitting rooms.

Self Service 60

Self Service Ecommerce NPS Fashion 60

Eptica

AUGUST 3, 2018

Overall, telcos in the study were only able to successfully answer under half (46%) of questions asked via the web, social media and email – exactly the same as last year and well behind other sectors , such as electronics retailers (67%) and fashion (64%). So how can telecoms respond to changing consumer needs?

Connections 49

Connections Customer Experience Social Media Self Service 49

SurveySensum

MAY 31, 2024

Cutting operational costs: By automating simple tasks, and enabling self-service, AI reduces the need for extra tools or staff. If a customer hasn’t visited your site in a long time, you can use AI to analyze their past behavior and suggest items via the platforms they frequent a lot (like social media).

Omni-Channel 52

Omni-Channel Self Service Customer Experience Chatbots 52

DCX

OCTOBER 15, 2024

Customers always prefer self-service options. The best tech in the world can't replace good old-fashioned human empathy. Customers Always Prefer Self-Service Options Self-service is great. Here's how to strike the right balance: Make your self-service options rock solid. until it isn't.

Self Service 52

Self Service Customer Centricity Culture Connections 52

DCX

OCTOBER 15, 2024

Customers always prefer self-service options. The best tech in the world can't replace good old-fashioned human empathy. Customers Always Prefer Self-Service Options Self-service is great. Here's how to strike the right balance: Make your self-service options rock solid. until it isn't.

Self Service 52

Self Service Customer Centricity Culture Connections 52

Kustomer

JUNE 12, 2020

Treating your customers with compassion and good old fashioned kindness are now must-haves, not should-haves. That means you can’t go into a store with a problem anymore — the only means of getting your problem solved is through phone, email, chat or social media. have been stripped down significantly. Routing & Assignment.

Customer Experience 59

Customer Experience Multi-Channel e-support Self Service 59

Kustomer

NOVEMBER 1, 2021

Social commerce is a kind of e-commerce that uses online social networks to help in the buying and selling of goods and services. The new world of commerce is being steered by social media, especially as consumer habits have turned more digital during. So, how can CX get its turn on social media?

Omni-Channel 52

Omni-Channel Social Media Strategy e-support 52

Chattermill

JULY 31, 2017

As shown in our charts, just two fashion retailers, Farfetch and Missguided, and two banks, Monzo and Revolut, received net positive customer sentiment for customer support overall. for fashion retailers, of which only 31% and 34% respectively were positive mentions. Wait times and responsiveness were mentioned in 30.4%

Fashion 40

Fashion Banking Wait Times Multi-Channel 40

Playvox

FEBRUARY 16, 2024

Over the past few years, significant shifts have taken place: Traditional call centers have evolved from delivering service and support via one channel (voice) to providing omnichannel support. Customers have different expectations for service in each channel, and agents should act — and be measured — accordingly.

Contact Center 75

Contact Center Management Effort Score Self Service 75

Help Scout

DECEMBER 5, 2018

If you’re just beginning to put processes into place to support your customer — or if you’re trying to fix some gaps in the system — the right help desk will make sure that you get back to all customers in a timely fashion. Make self-service part of your customer service. And that’s an important baseline to meet!

ROI 40

ROI Self Service Software Return on Investment 40