PeopleMetrics

DECEMBER 5, 2017

These individuals are often called “case managers.” Case managers receive notifications to let them know a “case” or survey response has been submitted. 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.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Fonolo

JANUARY 14, 2020

Bill Quiseng is an award-winning speaker, influential thought leader, and celebrated blogger in the customer service and experience management space. With 30+ years of luxury resort management under his belt, Bill’s practical experience and the knowledge has won him many accolades as a blogger and social media influencer.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

NOVEMBER 8, 2018

In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. Social media. Social Media. Social Media. Knowledge base. AI-powered chatbots. Knowledge Base. Live Chat.

Social Media 51

Social Media AI Machine Learning Technology 51

Qualtrics

JULY 15, 2019

have used social media to complain about a brand or its customer service. Social media support. To build a closed-loop system, you’ll need a ticketing system that alerts you when a customer has an issue and a case-management system that allows you to track the issue through resolution. Self-help articles.

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41

Zendesk

FEBRUARY 1, 2021

An authentic embodiment of corporate social responsibility requires a unique, thoughtful approach that takes into consideration your company’s own practices, offerings, and employees. In 2020, many companies took to social media to express their solidarity with the Black Lives Matter movement.

Social Media 52

Social Media Government Case Management Sales 52

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

SugarCRM

FEBRUARY 26, 2019

CRM is the train track for your marketing strategy, helping you execute, manage and report on every part of the process. You can set it up to get your messages to the right audiences at the right times, using any channel…social media, events, emails, post, whatever. Looking after customers. Make it work for you.

CRM 43

CRM Social Media Sales Government 43

SurveySensum

APRIL 21, 2023

Best Features: Multi-Channel Feedback Collection: Medallia enables users to collect input from email, social media, web, in-app, messaging, and other connected devices. Users can embed surveys on their website or share them via social media or email. Request a Demo 11. Therefore it helps improve customer satisfaction.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

SugarCRM

JULY 26, 2022

For instance, social media and search are great channels for reaching broad audiences with far-reaching messages. What is legal case management?). Reaching Prospects at Each Stage of the Funnel. Tailoring your messages for each funnel stage with the appropriate content in the most relevant channels is essential.

Education 26

Education Legal Social Media B2B 26

Qualtrics

JULY 18, 2019

You’ll want to link to your case management system to track feedback all the way to a resolution. Online reviews or customer comments posted on social media sites like Yelp or Facebook, for example, are almost an inevitable part of doing business today. Respond to online reviews.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

ProProfs

AUGUST 9, 2021

Online discussion & collaboration forums are perfect examples of social learning during training. Companies can host these forums internally or use social media to enable learners to get access to peer knowledge and wisdom. Social learning ensures better engagement of learners and better learning outcomes.

Compliance 52

Compliance Social Media Case Management Education 52

SugarCRM

JULY 6, 2021

Using Hint , Sugar Sell can eliminate manual data entry and gather information from social media accounts, news sources, and more, to offer deeper customer and prospect insights to your sales representatives. It integrates multiple dashboards that serve different purposes and offers a complete sales force automation experience.

Customer Experience 29

Customer Experience Artificial Intelligence Data Entry CRM 29

Qualtrics

OCTOBER 9, 2020

recorded phone conversations, chat interactions or case management data) and data left by customers voluntarily (e.g., social media comments , user reviews, etc.). Unstructured data—or what’s sometimes called “ambient” or “found” data—is data that is collected during the normal course of business (e.g.,

Unstructured Data 20

Unstructured Data Sentiment Analysis CX Machine Learning 20

PeopleMetrics

JANUARY 28, 2021

And not just following up - managing it through a specific process that we call "case management" that we've always had in our product. We're identifying what that moment of truth is, and we're empowering the client to understand how that moment of truth is going, and following up on customers who have had a poor experience.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62