InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 150

Social Media Survey Study 150

InMoment XI

NOVEMBER 15, 2013

If you haven’t been following along, here are three white papers on the topic. Let’s wrap up our series of posts about our 2013 Online Review Study. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 150

Social Media Survey Study 150

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 124

Social Media Customer Service Strategies Strategy Customer Service 124

DemandJump

MARCH 28, 2023

You’ve written a ton of educational and engaging blogs, white papers, case studies, and more. You’ve posted it all to your website, you’ve shared it out on your social media channels, and maybe you’ve even put some money behind your most important articles.

ROI 105

ROI Marketing Return on Investment Infographics 105

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Great Social Media Examples.

Social Media 89

Social Media Customer Service How To B2B 89

InMoment XI

OCTOBER 12, 2022

A lot of it comes from unsolicited feedback (website reviews, social media comments, etc). Click here to read our full-length white paper on why your brand needs both VoC and market research. Not all VoC feedback comes from typical listening methods like surveys and focus groups, either.

Voice of Customer 221

Voice of Customer Marketing Social Media Feedback 221

InMoment XI

SEPTEMBER 29, 2022

But, mixing these data points with structured feedback via social media or surveys , as well as meaningful data captured in order to achieve a desired goal, will allow retail banks to get a holistic view of their customer and their customer experience. Retail banks already have access to critical customer data.

Banking 370

Banking Retail Data Omni-Channel 370

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 89

Social Media Self Service Customer Service Marketing 89

Vonage

OCTOBER 2, 2017

Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. However, it works both ways.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. Social media has changed all of this – not only are customers in control of how and when they get in touch, but they can complain publicly, giving them power and influence as well as control. Social media becoming a distraction.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Beyond Philosophy

SEPTEMBER 7, 2015

Social Media can level the playing field. Even solo entrepreneurial businesses can create a global presence using social media. Another benefit to social media is cost. You don’t need to hire a media company to buy airtime on radio and television. Social Media is a gift.

Social Media 60

Social Media Engagement Video Advertising 60

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Is that still up for debate?

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.

Brands 221

Brands Social Media Roadmap Contact Center 221

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

Social Media 162

Social Media Omni-Channel CRM B2B 162

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

Comm100

FEBRUARY 19, 2020

An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. When a customer uses social platforms to publicly shame your brand, you must take immediate action to remedy the situation. Your Business Partners.

Company 162

Company B2C Social Media e-support 162

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

Social Media 28

Social Media Customer Experience Interaction System 28

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

Social Media 130

Social Media Omni-Channel CRM B2B 130

Vonage

OCTOBER 2, 2017

The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. Just because someone is good at social media doesn’t mean they know the first thing about how to treat your customers.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Vonage

SEPTEMBER 21, 2017

The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. Just because someone is good at social media doesn’t mean they know the first thing about how to treat your customers.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

Customer Experience 232

Customer Experience Omni-Channel Chatbots Social Media 232

Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media Omni-Channel Company Self Service 40

Comm100

FEBRUARY 19, 2020

An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. When a customer uses social platforms to publicly shame your brand, you must take immediate action to remedy the situation. Free Download: Never Miss a VIP White Paper.

Company 100

Company B2C Social Media e-support 100

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. White papers. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Other content sources include: FAQ sections. Blog posts. User guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . This opportunity, driven by the available technology, has given rise to a whole new visual omnichannel experience.

Omni-Channel 144

Omni-Channel Customer Experience Contact Center Touchpoint 144

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. Social Media Image. He is one of a handful of industry analysts that have been elected to the Contact Center Pipeline Wall of Fame. . Customer Experience.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Comm100

APRIL 6, 2020

Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Calabrio

APRIL 25, 2017

They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Contact center reporting technology of the future.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Landing pages.

eBook 120

eBook Marketing Case Study Study 120

ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

Chatbots 127

Chatbots Contact Center e-support Social Media 127

Calabrio

APRIL 25, 2017

They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Contact center reporting technology of the future.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

They first entered the contact center sphere when social media became a significant channel for customers to interact with brands. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Contact center reporting technology of the future.

Contact Center 100

Contact Center Social Media Roadmap Report 100