Retently

MARCH 11, 2025

If scores drop, is it because of longer wait times, unhelpful responses, or an issue with a specific agent? Response times : How long does it take for customers to get a resolution? Are wait times creeping up? Do customers lack real-time tracking visibility? Is the courier underperforming? The challenge?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ProProfs Chat

AUGUST 19, 2020

Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. So how do you possibly take your service policies out of presentation slides and build your business culture around them? Understanding Customer Service Policies and Procedures. Let us get started!

Policies 105

Policies Customer Service How To Guidelines 105

Comm100

APRIL 26, 2022

Government phone support often sees citizens frustrated by long wait times and outdated systems. As governments shift to digital support, providing live chat, email, social media and even SMS, it can be difficult to handle all these channels at once. Long wait times for service are a challenge often faced by governments.

Government 246

Government Omni-Channel Wait Times Software 246

Comm100

NOVEMBER 13, 2022

This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. If it had been left as it was, acceptance rates and wait times would have been seriously damaged, and complaints rife. Social media .

Tools 242

Tools Customer Service Tips Omni-Channel 242

Comm100

NOVEMBER 13, 2022

They now want to reach out to brands on a variety of channels depending on what suits them in that moment – whether that’s live chat, email, social media or even SMS. Social media: Customers often seek support through social media platforms like Twitter, Facebook, Instagram, WhatsApp, and more.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

Comm100

JUNE 13, 2018

Loosen Up on Your Return and Exchange Policies. Give your customers peace of mind by enacting liberal return policies. There are many ways that your e-commerce business could make return policies more appealing for the holiday season. This results in longer wait times and negatively impacts the customer experience.

Tips 186

Tips Self Service e-support Social Media 186

CSM Magazine

DECEMBER 4, 2024

From long wait times to unresolved disputes, poor service can frustrate customers and lead to lost sales and loyalty. Streamline Ticket Support with AI Tools Slow response times to issues like missing skins, accidental purchases, or failed trades can leave gamers feeling frustrated.

Customer Service 52

Customer Service Self Service How To Policies 52

InMoment XI

OCTOBER 19, 2021

We have agents on the phone, email, live chat, and social media messaging. call history, wait times, transfers, channel hopping) we can predict the level of effort the customer had to put forth to get their query resolved, all without a survey. It’s an amazing source of customer feedback.

Analytics 221

Analytics Data Customer Experience Social Media 221

CSM Magazine

JANUARY 7, 2025

Fast Response Times Many users have highlighted the promptness of Nintendos support. While wait times can vary depending on the channel and time of contact, the company ensures effective resolution within a short time frame, leaving customers satisfied with the service.

Self Service 52

Self Service Social Media Knowledge Base Tips 52

Win the Customer

MARCH 22, 2018

One surefire way is to display a list of various departments and their contact information on your website, order invoices and/or social media pages. Long Wait Times. Want your customers to avoid this conundrum? After recently surveying more than 1,500 U.S.

Customer Service 144

Customer Service Wait Times Social Media Policies 144

InMoment XI

JANUARY 22, 2024

By integrating customer signals from a multitude of sources, such as surveys, reviews, social media interactions, and transactional data, we’re now provided with a 360-degree view of the customer. This approach significantly cuts down on waiting times and enhances customer satisfaction.

Banking 195

Banking Financial Social Media Chatbots 195

Retently

OCTOBER 23, 2024

Try to understand what is failing you: is it the UX and store design, misleading on-site path to their purchase, missing operational policies or product specs, failure to make the right purchase for their goals due to misleading info, etc. Were you unsure about the product details or return policy?

Ecommerce 110

Ecommerce Survey Retail NPS 110

InMoment XI

JANUARY 4, 2024

Responsive Customer Support Offer responsive and accessible customer support across various channels, including live chat, email, and social media. Providing real-time assistance and resolving issues promptly contributes to a positive online experience. Personalization creates a more engaging and relevant experience for users.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Kayako

MARCH 6, 2025

Instant Response : Chatbots provide 24/7 answers , eliminating long wait times. The system may: Invent Policy Details : It cites a refund policy that doesnt exist. They confuse customers and spark social media backlash. They then tailor messages, promotions, or product suggestions to each user.

Customer Experience 156

Customer Experience Chatbots Policies Knowledge Base 156

CSM Magazine

JANUARY 21, 2025

For example, if your branding promises hassle-free shopping, long wait times or complicated return policies could undermine that. Outline specific customer service principles that align seamlessly with your brand promise and make them the foundation of your training and policies.

Brands 52

Brands Customer Service Self Service Social Media 52

InMoment XI

JANUARY 17, 2024

With the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image. It encompasses the entire customer journey — through processes, policies, and people. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Comm100

JANUARY 11, 2023

Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times. What is your return policy? Example 4 – Voice bot to reduce phone wait times. Reduced wait times and faster resolutions. Increased capacity.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

BirdEye

OCTOBER 11, 2023

Customers now expect insurance companies to offer a better customer experience , tailored advice, shorter wait times, efficient internet-based solutions, and more. Use social media polls to discern whether your customers prefer human or AI interactions and how often they want to receive communication from you.

Insurance 111

Insurance Industry Customer Experience Self Service 111

CSM Magazine

NOVEMBER 29, 2022

Energy Companies Feel British Public’s Social Media Wrath With British Gas, Scottish Power and OVO Getting the Worst Rap. New data reveals energy suppliers are letting their most at need customers down as they struggle to deal with tidal wave of complaints on social media. About DataEQ.

Social Media 52

Social Media Company Consumers Wait Times 52

Thematic

FEBRUARY 23, 2025

Data Integration : The ability to analyze data from multiple sources, including text analytics for social media , customer support tickets, and emails. Assess data sources: Do you need insights from customer reviews, surveys, or social media conversations? Encrypt data both in storage and during transmission.

Analytics 62

Analytics Social Media Analysis e-support 62

DCX

JANUARY 28, 2025

Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines. Maybe customers rave about your helpful support team but complain about long wait times. This might mean better training, clearer policies, or just more autonomy. Break down specific practices or policies that make them stand out."

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Thematic

MARCH 26, 2025

Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. So, if a business notices that 15% of customer complaints over the last 30 days mention long wait times for support—this suggests a real operational issue.

Feedback 62

Feedback Social Media Analysis Survey 62

Kustomer

MAY 25, 2022

Plus, 81% of CX organizations report that reducing wait times is an extremely important priority to achieve within the next three years. Over the last few years, companies have realized the rising value of social media. In 2022, US social commerce sales are expected to reach $45.74

Chatbots 98

Chatbots Consumers Social Media Customer Experience 98

Thematic

MARCH 20, 2025

Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them. neutral, slightly annoyed, extremely frustrated) over time. It categorizes sentiment trends (e.g.,

Analytics 62

Analytics Customer Service Analysis e-support 62

ShepHyken

FEBRUARY 8, 2019

Your frontline employees have an intimate understanding of internal matters such as your company’s policies, processes and procedure. Yes, your reporting can tell you that you have long wait times, high abandonment rates, or low CSAT scores. There may be a rigid policy that your customers feel are unfair.

Omni-Channel 100

Omni-Channel Feedback Customer Experience Data 100

Beyond Philosophy

NOVEMBER 6, 2017

The first is unacceptable wait times. Now, whether that means being on hold on the phone for more than a couple of minutes, waiting several hours or even days for a response to their email, or simply never receiving that call back they were promised when they logged a query on your website, excessive wait times are a serious no-no.

Contact Center 111

Contact Center Call Center Wait Times Training 111

BirdEye

AUGUST 27, 2024

Fake social media indicators: This law prohibits selling or purchasing fake social media indicators that misrepresent a person's influence. Birdeye has an official partnership of Google and we’ve made sure that our dashboard follows all of the companies policies.

Social Media 105

Social Media Feedback Ecommerce Guidelines 105

BirdEye

JUNE 14, 2023

And there are many forms, including email, text messages, phone calls, face-to-face, video conferencing, and social media. Instead, your staff is eager to be in the know about tasks, upcoming events, policy updates, etc. Communication efforts should be included in your social media marketing strategy for the best results.

Communication 98

Communication Social Media Video Meeting 98

TechSee

AUGUST 26, 2024

These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This not only leads to dissatisfaction but also increases the likelihood that customers will abandon the call or, even worse, switch to a competitor or complain on social media.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

Comm100

FEBRUARY 20, 2018

Incoming call volume isn’t the only things that Chatbots reduce – they also lower overall interaction volume – including chats, emails, and social media inquiries. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. This is especially true for phone assistance.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

PeopleMetrics

DECEMBER 5, 2017

This could mean calling to listen to the customer’s story, sending an email or handwritten thank you note, or even reaching out on social media. Was it their wait time, staff interaction, or something to do with fees and services? It is their responsibility to then “close the loop” by contacting the customer.

Company 117

Company Net Promoter Score Hospitality CEM 117

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Kustomer

JULY 28, 2022

Currently, we’re seeing a rise in the use of SMS, social media messaging, and live chat support. Eighty-one percent of CX organizations report that reducing wait times is an extremely important priority to achieve within the next three years. Social Messaging.

Customer Experience 93

Customer Experience e-support Social Media Knowledge Base 93

BirdEye

MAY 31, 2024

Streamlined communication and reduced wait times : Crowded and chaotic waiting rooms are hard to manage and hamper patient management. Streamlining appointments with intake form collection reduces wait times and helps you manage a higher volume of patients. But what does HIPAA compliance mean in webchat solutions?

Healthcare 75

Healthcare Tools Multi-Channel Omni-Channel 75

BirdEye

SEPTEMBER 18, 2024

However, they can: Flag reviews that violate Google’s policies for potential removal. Flag reviews that violate Google’s policies for potential removal. Your feedback on the wait times is valuable, and we’re working on improving this aspect of our service.” Respond to reviews professionally.

Social Media 105

Social Media Feedback Examples Policies 105

SurveySparrow

JUNE 20, 2021

Eliminate Wait Times. If customers will have to wait for a long time to hear back from you, they won’t hesitate to find someone who can provide them with what they need in a much shorter time. When you have long wait times, you make it really hard for your customers to do business with you.

Customer Satisfaction 52

Customer Satisfaction Social Media Loyalty Programs Wait Times 52

Thematic

FEBRUARY 26, 2025

 Suppose you start a new refund policy. You can use email surveys, social media, your website, the phone, etc. Social media: Even if customers don’t tag you or comment on your posts, they may still be talking about you on social. Suppose you have a low CES due to long customer service wait times.

Customer Satisfaction 71

Customer Satisfaction Measurement Net Promoter Score Effort Score 71