Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

Fonolo

DECEMBER 1, 2020

How to Improve Customer Perception. That’s in stark contrast to our prediction that SMS usage would grow in 2020. Why RCS Text Messaging Didn’t Explode in 2020. It made sense that adding rich media to SMS would increase their utility. in 2020 and is still growing around 20% a year. topped $1billion?in

Omnichannel 147

Omnichannel Contact Center Social Media Start-ups 147

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. 2020 Holiday Shopping Trends Report, Tinuiti. According to @MorningConsult, 67% of shoppers plan to reduce their general holiday spending in 2020. Why Active Listening is the Best Customer Service Skill.

Retail 133

Retail E-commerce Social Media Finance 133

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. No more shared inboxes.

Omnichannel 52

Omnichannel Social Media Touchpoint CRM 52

Aquire

OCTOBER 13, 2021

New customer service trends seem to emerge every year, especially since online experiences became so important to customers. Keeping up can feel like quite the challenge, but it’s essential for meeting customer expectations in the long term. 9 customer service trends. 9 customer service trends.

Customer Service 90

Customer Service Social Media Omnichannel Artificial Intelligence 90

Aquire

JULY 20, 2021

But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 91

Customer Service Social Media Omnichannel Technology 91

Fonolo

DECEMBER 17, 2019

This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. Contact Center Trend #2: Omnichannel, Cloud-Based Contact Centers.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. If cloud technology was the superhero of 2020, video was its sidekick. Omnichannel.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Fonolo

NOVEMBER 5, 2020

Adopt an omnichannel strategy. Now more than ever, customers are looking for companies to support them on whatever channel they prefer, whether it’s social media, chat support, or voice calls. The State of the Contact Center 2020. . – Call Centre Helper.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience. Why is customer service so important in airlines? Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

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? Should it be customer service?

Social Media 49

Social Media Customer Service Start-ups Omnichannel 49

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. In fact, by 2020, around 50 million consumers will opt-in to receive business SMS. According to CTIA , there were 1.5

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. No more shared inboxes.

Omnichannel 40

Omnichannel Social Media Touchpoint CRM 40

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Free Omnichannel Customer Engagement.

Omnichannel 52

Omnichannel Social Media Customer Service Case Management 52

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. 65 retail customer experience statistics.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Free Omnichannel Customer Engagement.

Omnichannel 52

Omnichannel Social Media Case Management Customer Expectations 52

Comm100

MARCH 11, 2021

New York University reportedly spent $500,000 more on marketing in June 2020 than in June 2019, despite the financial challenges caused by Covid-19. million on YouTube ads from March to June 2020 alone. Here are 4 top ways that education institutions can improve acquisition and retention by elevating their customer service.

Education 59

Education Customer Service Social Media Omnichannel 59

Comm100

AUGUST 1, 2022

from 2020 to 2022. This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands. 70% of consumers currently use or are interested in using chatbots for simple customer service. Reaching students has never been more challenging. Wrap Up.

Social Media 89

Social Media Omnichannel B2C Education 89

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? Why should I personalize customer service?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 88

Customer Service Omnichannel Social Media AI 88

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. for companies with weak omnichannel strategies. . for companies with weak omnichannel strategies. . Omnipresent

Omnichannel 52

Omnichannel Social Media AI Touchpoint 52

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This ensures the highest level of consistency, speed, and quality of customer service.

Omnichannel 52

Omnichannel Start-ups Social Media CRM 52

Fonolo

JANUARY 9, 2020

To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months. Omnichannel Comms Require Cloud-Based Centers. What is a cloud-based contact center?

Contact Center 67

Contact Center Artificial Intelligence Omnichannel AI 67

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. That includes our experience as customers. AI is here to stay.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Hodusoft

FEBRUARY 14, 2020

If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best. HoduCC – Call Center Software Bitrix24 Avaya Genesys Ameyo Zendesk Five9 Dixa Hubspot Help Desk Salesforce Service Cloud.

Contact Center 52

Contact Center Artificial Intelligence Social Media Omnichannel 52

CommBox

AUGUST 8, 2021

billion in the first half of 2021, more than all the investment in 2020 ($14.6 Rising customer expectations presents a new challenge for the healthcare industry – to provide digital customer service through each separate channel, a task that is time-consuming and difficult to handle. billion). . Patient Experience.

Healthcare 52

Healthcare Omnichannel Hospitality Hospitality 52

CommBox

AUGUST 8, 2021

billion in the first half of 2021, more than all the investment in 2020 ($14.6 Rising customer expectations presents a new challenge for the healthcare industry – to provide digital customer service through each separate channel, a task that is time-consuming and difficult to handle. billion). . Patient Experience.

Healthcare 52

Healthcare Omnichannel Hospitality Hospitality 52

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. What chat can do to enhance customer service and CX is amazing compared to just a few years ago. Omnichannel is required. Free Download: Live Chat Benchmark Report 2020.

Social Media 53

Social Media Start-ups Customer Satisfaction Omnichannel 53

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 65

Customer Service Omnichannel Social Media AI 65

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Hodusoft

FEBRUARY 9, 2022

2020-21 saw most contact centers make a shift to cloud contact center software. Omnichannel Support. Today, the age group of customers is diversified and people across age groups are active on various communication channels such as emails, calls, messaging, chat, and so on. Social media. Let’s find out!

Contact Center 98

Contact Center Technology Technology Social Media 98

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Hodusoft

AUGUST 6, 2020

Even DoT has extended relaxation up to 31 st December 2020 to permit contact centers to carry out remote operations with their employees working from home. Even business enterprises can maintain continuity with the use of the right contact center software that makes it effortless for employees to collaborate, work, and provide service.

Contact Center 52

Contact Center Social Media CRM Omnichannel 52

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey?

Social Media 84

Social Media B2C B2B Omnichannel 84