Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Next, lets dive into the tools that can help you measure and act on this critical metric! What Makes a Great CES Tool?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. Contact centers play a significant role in customer experience management.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms.

Social Media 52

Social Media Software Management Multi-Channel 52

Retently

NOVEMBER 27, 2024

Expanding Revenue Channels 4. Leveraging Social Media and Influencer Marketing 8. Whether you’re just starting out or looking to level up, these insights will give you the tools to succeed in a fast-paced industry. These tools provide the raw data you need to refine your strategies and adapt to customer preferences.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. Increase online presence. But the real challenge was turning scattered efforts into a unified, results-driven strategy.

Tools 85

Tools Tips Social Media Multi-Channel 85

InMoment XI

DECEMBER 10, 2024

With the right strategies and tools, you can prevent customers from taking their business elsewhere. A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

FEBRUARY 3, 2025

These interactions can be text-based (email, chat) or voice-based (phone, where the conversation is recorded and transcribed) and can originate from many different channels. With CI tools, you can identify precise audience segments within each geographic area.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. They also appreciate risk management tools like home protection services and real-time alerts. Personalization, multi-channel journeys, and customer convenience are key to improving CX in insurance.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Strategy Marketing 52

ECXO

JANUARY 21, 2025

Their first big hit was a multi-functional pen that worked as a stylus, flashlight, and bottle opener. Meanwhile, negative reviews flooded social media and online marketplaces. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

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 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

JULY 5, 2022

To do this, you need to have a guest experience solution that allows you to listen to customer feedback on any and every possible channel, including: Review sites Social media In-App feedback Third-party delivery reviews Direct survey feedback Microsurvey feedback Employee feedback Call center data Video feedback And more!

Guest Experience 370

Guest Experience Brands eBook Multi-Channel 370

BirdEye

JANUARY 17, 2024

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. Social media approval workflows are like your brand’s lifejacket — they help you stay afloat even when navigating choppy waters. Watch the Free Demo Now.

Social Media 109

Social Media Multi-Channel Software Feedback 109

Brandwatch CX

SEPTEMBER 21, 2022

From the smallest independent store to the largest multi-national brand, every business knows they need to be on social media. Having the right tools to conduct social media analysis means you can benchmark your efforts and compare different strategies. Inbuilt Social Media Analytics Tools.

Social Media 98

Social Media Analytics Tools Analysis 98

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Because they have 75 unique social media accounts across Facebook, Instagram, and Twitter, they must tailor all of their content to match each local audience’s specific needs and preferences.

Social Media 116

Social Media Management Guidelines Brands 116

BirdEye

JANUARY 11, 2023

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions. Social media questions: The how?

Social Media 98

Social Media Multi-Channel Advertising Video 98

BirdEye

NOVEMBER 22, 2024

Struggling to keep up with endless property listings, social media posts, and marketing materials? AI tools help real estate reputation management by turning reviews into revenue, converting feedback into leads, and maintaining your brand’s credibility across multiple platforms. You’re not alone.

Tools 52

Tools Marketing Social Media Multi-Channel 52

eglobalis

JULY 2, 2024

Advanced Analytics and AI : Use these tools to analyze large volumes of feedback data, identifying patterns, trends, and sentiment. While NPS remains a useful tool among many others, evolving it into a broader ecosystem of customer feedback strategies is essential for businesses aiming to thrive in today’s dynamic markets.

NPS 456

NPS Feedback Net Promoter Score B2C 456

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

BirdEye

FEBRUARY 4, 2025

While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue. Not all reputation management tools deliver the same results. Table of contents What are online reputation management tools?

Tools 52

Tools Brands Management Multi-Channel 52

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms.

Software 239

Software Chatbots Customer Service Knowledge Base 239

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

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. If you support only one or two channels (say, phone and email), you can use Live Chat to start working with customers through a chat on your website.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

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

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. Customers expect support to be available 24/7.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

BirdEye

MARCH 7, 2023

Research predicts that the number of people using social media will grow to about 5 billion in 2023. This year alone, 300 million more people are set to use social media than the previous year. Table of contents Challenges of managing social media for business Why is social media important for your business?

Social Media 94

Social Media Tips Multi-Channel Infographics 94

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations. Even more impressive are the solution’s impact on CX and EX.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Thematic

NOVEMBER 18, 2024

AI tools can accurately analyze vast quantities of data and classify the sentiment of the text as positive, negative, neutral, or on a more granular scale. The best AI-powered sentiment analysis tools around today use Large Language Models (LLMs) and Generative AI, such as OpenAI’s ChatGPT or Google’s Bard.

Analysis 62

Analysis How To Multi-Channel Social Media 62

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

CSM Magazine

FEBRUARY 4, 2025

Customer Service Preferences : Instant answers (often through live chat or social media). Brands with strong social and environmental values. Customer Service Preferences : Immediate responses through social media or text messaging. Ensure consistency across all channels.

Self Service 64

Self Service Customer Service Social Media Multi-Channel 64

BirdEye

DECEMBER 4, 2024

Whether it’s a real estate company or a popular restaurant chain, the customer journey often starts with a quick search on Google or social media. What the customer sees on these channels heavily influences his or her final purchasing decision. Imagine a customer in the UK searching for a local business.

Management 52

Management Multi-Channel Social Media Guidelines 52

SurveySensum

FEBRUARY 17, 2025

In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. Text Analytics Tools. What Are Text Analytics Tools? So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

BirdEye

AUGUST 28, 2023

Social reach is one of the most important metrics of social media management. When you publish content on social media, you want to know who sees it and how many people interact with it. That’s what social media reach gives you. See Pricing FREE DEMO Table of contents Q1: What is a social media reach?

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

CSM Magazine

JANUARY 13, 2025

The right tools and strategies empower customer service teams to deliver exceptional service while upholding strong security measures, protecting sensitive data, and building customer trust. Heres an example: Say your team shares customer details over unsecured channels, and that information ends up compromised. What happens?

Communication 52

Communication Tools Customer Service Omni-Channel 52

Retently

DECEMBER 10, 2024

Key Takeaways Define your survey goals and select a tool that meets your objectives within your budget, considering both immediate and long-term costs. Choose an intuitive tool with essential features like customizable templates, automation workflows and real-time analytics. Let’s dive into the best options out there.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. Lets compare these two CX tools, and break down their pros, cons, key features, and pricing to help you determine which platform is the right fit for your feedback management strategy – without exceeding your budget. Lets start with Qualtrics.

Tools 52

Tools Comparison Self Service Analysis 52