Zendesk

FEBRUARY 17, 2022

If you mapped out all the decisions, actions, and interactions that take place from the moment a prospect identifies their problem to the moment they buy a solution, that map would represent the buyer’s journey. Consumers aren’t always willing to make a purchase on a whim. That’s where the buyer’s journey comes in.

Social Media 98

Social Media Sales Education CRM 98

Inside Customer Service

JANUARY 27, 2022

They also capture emails, chat sessions, social media responses, and other customer communication. The contact center agent shook his head as he scanned the quality assurance form. We had just sat down to review a call, and it wasn't going well. Nope," he said again. The agent was fixated on the score. The solution?

Contact Center 147

Contact Center Legal Construction Social Media 147

Zendesk

JUNE 29, 2022

Once a potential customer visits your website and offers their contact information, they leave the generation stage and enter the conversion stage. Filling up faster than you can make outreach calls. Your sales.not quite up to par. If this situation sounds uncomfortably familiar, you’re not alone. In this piece: What is lead conversion?

Social Media 98

Social Media Sales Start-ups CRM 98

Sprinklr

SEPTEMBER 16, 2021

How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation. Brand monitoring marries social monitoring with social listening to gather deeper insights on your brand mentions.

Social Listening 87

Social Listening Social Media CXM AI 87

PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all.

VOC 210

VOC CEM CX Customer Feedback 210

Beyond Philosophy

JULY 23, 2015

You have all done it. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. I know I have.

Social Media 155

Social Media Net Promoter Score Customer Experience 155

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. A marketing campaign can then be optimized to appeal to social media users fitting these characteristics.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Zendesk

JUNE 11, 2021

After all, a real funnel is designed to catch and pour out every ounce of liquid you put into it. Obviously, not every potential customer makes it all the way through the AIDA process. The concept of a “sales funnel” is a little misleading. In this comprehensive guide to sales funnels, you’ll learn: What a sales funnel is.

Sales 86

Sales Social Media B2B CRM 86

Intercom, Inc.

DECEMBER 6, 2019

In this guide, we’ll explore how to get the most out of push notifications, and above all how to make them valuable for your users. As such, these messages are engaging and effective as a marketing strategy only if they’re personal, relevant and, most of all, provide value to your recipients. What are push notifications?

Social Media 138

Social Media Start-ups 138

Comm100

MARCH 23, 2022

By all available metrics, this is a period of unprecedented growth for credit unions around the world. In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Offer fast and convenient support.

Social Media 89

Social Media Omnichannel Start-ups Technology 89

Sprinklr

SEPTEMBER 8, 2021

The reality is citizens and customers of government have more voice and more power than ever, especially with the proliferation of social media, chat, and other digital channels. Start social media firestorms. Digital dialogues are happening all the time in that space. I understand the perception.

Government 72

Government Social Media CX Artificial Intelligence 72

CommBox

JANUARY 4, 2022

What does all of this mean? Customer experience is one of the most important factors in business success. According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And on top of that, over two-thirds compete with customer experience as their primary basis.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

ClientSuccess

JANUARY 16, 2023

To gather the most helpful feedback, listening skills are essential and yet are difficult for many to implement because all too often, we are listening to respond, not to understand. For example, social media is a great place to hear customer opinions and suggestions in real-time, and surveys are a reliable way to collect customer data.

Social Media 64

Social Media Customer Feedback Customer Experience Customer Service 64

CommBox

MAY 18, 2022

He needs one that will allow him to communicate with customers across all digital channels and collect the data of any interactions. Jake can use customer communication software like CommBox to communicate with customers across all digital channels and deliver excellent support. But that’s often easier said than done.

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

Intercom, Inc.

APRIL 13, 2018

Let’s break down a few things that all the best SaaS sales pros understand. Great SaaS sales reps can change your entire business. The best ones are efficient, motivated, effective, and creative in how they operate on a day-to-day basis. So what is it about these SaaS sales reps that differentiates them from the rest? Only 23.9%

Sales 224

Sales CRM Social Media Customer Acquisition 224

Steven Van Belleghem

MARCH 9, 2021

I loved the The Guardian ’s description of ClubHouse: “Part talkback radio, part conference call, part houseparty , Clubhouse is an audio-chat-based social networking app”. And of course, as with any new social network: the attention span of its users is high. Once you have found the focus of the conversation, you plan a room.

Customer Experience 98

Customer Experience Event Planning Social Media 98

Intercom, Inc.

JUNE 1, 2018

About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News. So I was the person responsible for writing the blog, meeting people at conferences, speaking onstage, etc.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Hodusoft

JANUARY 17, 2024

In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. To put it simply, it brings together voice calls, video calls, live chat, web chat, instant messaging, email, social media, and more. Some may want to connect over social media.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Bill Quiseng

MARCH 7, 2016

Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

Totango

JANUARY 19, 2022

Top Skills Needed for All Customer Success Manager Jobs. Communication : CSMs act as liaisons between the customer and others within the organization, therefore, they need to be good communicators who are able to facilitate the flow of accurate information between all key parties. Three Tips for Landing a Customer Success Manager Job.

Start-ups 102

Start-ups Social Media Engineering Education 102

Intercom, Inc.

NOVEMBER 20, 2018

In this post, I outline how SaaS founders should modify their approach and implement a simple sales methodology to increase their odds of success. Other characteristics of relevance to a purchase decision e.g. post funding, VC backed etc. Other characteristics of relevance to a purchase decision e.g. post funding, VC backed etc.

Sales 178

Sales B2B Start-ups Education 178

Callminer

AUGUST 6, 2019

Computer Telephony Integration (CTI): Essentially, CTI is a software that brings together all communication channels (web-based, voice, email, etc.). Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. Expert Tips for Choosing the Right Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

Zendesk

JUNE 21, 2023

There are several different types of brand advocates, all of which can positively impact your business. Brand advocacy is when an individual positively promotes your business, usually by word of mouth and on social channels. Sometimes, the best way to market your company is through the very people who use your products or services.

Social Media 52

Social Media Net Promoter Score Education Construction 52

Beyond Philosophy

NOVEMBER 18, 2014

This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment. Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is.

Net Promoter Score 129

Net Promoter Score Social Media NPS Customer Retention 129

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Social media, including social media in China, has been ablaze with criticism. The treatment this man received was deplorable. Re-accommodate?”

Social Media 111

Social Media Compliance Customer Experience 111

CX Journey

OCTOBER 24, 2018

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. Interact with Your Customers Most people are on at least one social media platform. Interact with Your Customers Most people are on at least one social media platform.

Social Media 94

Social Media Customer Experience Start-ups B2B 94

Zendesk

NOVEMBER 15, 2021

After all, it enables you to deliver better experiences, increase loyalty, and retain more customers. But once you obtain that information, you must protect it. In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. times more impact than how they think. Foster loyalty.

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

Steven Van Belleghem

OCTOBER 29, 2020

Though there are of course many digital endeavors that media industry players have already made to ensure that the ‘audience journey’ becomes smoother and more frictionless, I see two extremely important trends surfacing that will disrupt the more traditional players if they do not get on board: extreme personalization and centralization.

Education 98

Education Entertainment Sports AI 98

Comm100

OCTOBER 25, 2021

This blog will explore why digital transformation is key to student engagement and how schools and colleges can take their first step towards this with intelligent digital communication. Whether it’s with live chat, social media, email, or SMS integration, students expect their institutions to be available, responsive, and digital.

Education 80

Education Social Media AI Technology 80

Hodusoft

MARCH 13, 2024

This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. As customer expectations evolve, many organizations in the financial sector are turning to Business Process Outsourcing ( BPO ) contact centers to optimize their customer support services.

Contact Center 52

Contact Center Compliance Social Media AI 52

Execs In The Know

OCTOBER 6, 2022

Customers want to engage with international brands in the same way they engage with family and friends — through the messaging platforms they use every day in their native language – SMS, email, WhatsApp, and social media. Global e-commerce sales reached $4.9 trillion in 2021 and are expected to increase to $7.4 trillion in 2025.

Retail 52

Retail E-commerce Contact Center Social Media 52

SurveySensum

JUNE 19, 2023

You know what they say, ‘A satisfied customer is the best business strategy of all’! So, in this blog post, we’re going to dive into five tips that can really help you improve customer satisfaction for your business. That quote from Michael LeBoeuf, a renowned business author, really hits the nail on the head.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

Comm100

NOVEMBER 29, 2021

All the while, significant tech advancements were made, particularly within AI and automation. All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. With expanding expectations comes expanding channels.

Customer Service 82

Customer Service Omnichannel Social Media AI 82

Hodusoft

OCTOBER 14, 2022

The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. Post-sales issues. Post-sales follow-up. 5 Ways to leverage eCommerce Contact Center Software to improve CX. According to Statista , the e-commerce sales figure is expected to reach 8.1

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Comm100

OCTOBER 28, 2021

In this blog, we’ll be looking at just a handful of use cases that higher education chatbots can handle. . By introducing a chatbot to their support channels, schools can automate the response to common questions, often without the need for human intervention at all. 24/7 service . More time for more sensitive queries .

Education 52

Education AI Social Media Invoicing 52

Execs In The Know

FEBRUARY 9, 2023

You may not really know what data exists, where it is stored, or have the technical know-how to get it all together for use and analysis. You’re likely dealing with multiple types of data: structured, unstructured, front office, back office, marketing systems, interaction systems, social media, and the list goes on.

Sports 52

Sports Social Media Actionable Insights Start-ups 52

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. Further social upheavals amongst workers and customer expectations have also occurred. Demand shifted in many areas and supply chains, which were once thought to be immutable, became disrupted and susceptible to upset.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52