SurveySensum

SEPTEMBER 2, 2019

What is a Customer Satisfaction (CSAT) Survey? A customer satisfaction (CSAT) survey is defined as a set of questions asked to a customer, to gauge their level of satisfaction with a product or service or organization. Why is it important to conduct period customer satisfaction survey questions?

Customer Satisfaction 69

Customer Satisfaction Net Promoter Score E-commerce B2C 69

Hodusoft

OCTOBER 14, 2022

With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. According to Statista , the e-commerce sales figure is expected to reach 8.1 As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Intercom, Inc.

JUNE 22, 2022

Increasing automated resolution rates and self-serve capabilities guarantees a faster, more seamless customer experience – lower time-to-resolution translates to a higher customer satisfaction rate. Boost self-serve rates for a more seamless customer experience.

Invoicing 218

Invoicing E-commerce Customer Satisfaction Start-ups 218

Fonolo

NOVEMBER 19, 2020

Our recent survey included responses from over 540 enterprise executives from around the world representing a wide range of industries, including insurance, health care, government, retail, e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. Happier customers. Improve CX. Better metrics.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

E-commerce 130

E-commerce Innovation Compliance AI 130

Win the Customer

MAY 15, 2018

Brands that sell directly to consumers can scale their inventory to actual sales volume, explains Sufi Khan Salaiman , vice president of e-commerce at surveillance systems provider Lorex Technology. Lorex originally moved into DTC e-commerce sales in order to unload excess inventory that had built up through returns, Salaiman says.

E-commerce 110

E-commerce Retail Sales Technology 110

SurveySensum

JANUARY 5, 2024

Address Common Concerns: By identifying common keywords, businesses can address recurring customer concerns, reducing support queries and improving overall customer satisfaction. Consider an e-commerce site analyzing keywords and discovering many searches about ‘battery life issues’ and ‘charging problems.’

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Fonolo

JANUARY 10, 2020

Online retailers like Amazon have caused the retail industry to shapeshift, now providing instant gratification and convenience to customers. Over the past few years, this has forced many brands to hop onto the e-commerce trend and in some cases, close their physical brick and mortar stores to survive. Here’s how.

E-commerce 67

E-commerce Retail Contact Center Customer Satisfaction 67

CommBox

DECEMBER 6, 2023

Live chatbots ability to handle routine tasks, engage in real-time interactions, and swiftly address customer queries positions them as valuable assets in achieving operational excellence. Optimized Response Times: By engaging in real-time interactions and swiftly addressing customer queries, live chatbots streamline response times.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Phone Calls Lead to Customer Satisfaction and Retention.

E-commerce 79

E-commerce Customer Service Contact Center Customer Retention 79

SurveySensum

NOVEMBER 3, 2023

By offering such services, you are not only addressing and resolving customer issues but also turning each customer interaction into a revenue-generating opportunity. This transition also brings together traditional sales and customer service metrics to focus on customer-centered values.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Win the Customer

AUGUST 8, 2023

By analyzing feedback from individual customers, AI systems can offer tailored recommendations, address specific concerns, and even predict future needs. For instance, an e-commerce platform can use AI to track a customer’s browsing and purchasing behavior.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Predictive Analytics 52

The DiJulius Group

FEBRUARY 16, 2024

In the electrifying realm of e-commerce, a single click can whisk your desired products to your doorstep. As a customer experience consultant working with e-commerce businesses, I’ve witnessed firsthand the metamorphosis of customer satisfaction in this landscape.

E-commerce 79

E-commerce Customer Satisfaction Customer Service Customer Experience 79

Zendesk

JULY 16, 2021

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report. WhatsApp’s rich messaging types go beyond customer service.

E-commerce 105

E-commerce Start-ups CRM Customer Relationship 105

Lightico

JULY 27, 2023

Lightico is a cutting-edge technology platform that empowers businesses to effortlessly interact with customers in real-time during various touchpoints of their journey. Preventing Fraud: ID verification helps businesses minimize the risk of fraud by ensuring that the customer is who they claim to be.

E-commerce 52

E-commerce Compliance Finance Healthcare 52

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. No support team should ever be an island.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

JANUARY 17, 2023

So, we introduced Custom Objects to offer our customers more flexibility and control by allowing them to import and model their data in a way that makes sense for their business. Starting with only one use case allowed us to learn and iterate, how to evolve the system and the solution, and where to introduce Custom Objects next.

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Shep Hyken

DECEMBER 17, 2021

This is on top of their usual tough competition against retail and e-commerce conglomerates like Walmart and Amazon. . With the surge in e-commerce spending, returns and exchanges have become a routine part of the process. Despite the struggles, the opportunity for SMBs to capitalize on holiday shopping remains steady.

E-commerce 74

E-commerce Retail Business Administration Gaming 74

Intercom

FEBRUARY 8, 2023

These customer service experts work in companies of all sizes in North America and Europe, operating across a range of industries, such as technology, finance, education and e-commerce. They shared which trends they predicted would shape customer service in 2023.

Customer Service 59

Customer Service E-commerce Finance Business Growth 59

Lightico

MARCH 28, 2022

This score is calculated based on direct customer feedback and evaluates how likely customers are to refer someone to your business. Customer Satisfaction Rate: Evaluating the customer experience doesn’t have to be complicated. Want to know what your customers think of their customer experience in insurance?

Customer Experience 59

Customer Experience E-commerce Net Promoter Score Customer Satisfaction 59

Fonolo

NOVEMBER 2, 2021

Track your most important customer satisfaction Key Performance Indicators (KPIs). A few KPIs should be monitored on a regular basis to keep tabs on how your contact center is performing from a customer service standpoint. Give your website “FAQ” section a refresh to empower customers to self-problem solve.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Fonolo

JUNE 2, 2022

With remote work technology and shifts to e-commerce, many people who couldn’t access call center jobs could now participate. It’s the simplest equation we know—happy agents = happy customers. Your customer satisfaction (CSat) scores will also get a boost.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Aquire

SEPTEMBER 30, 2021

You’ve no choice but to talk when you see a live chat box on an e-commerce store that asks: “How may I help you?”. Make E-Commerce Even More Convenient. Besides, when a potential buyer lands on your website and sees a live chat option, he’s intrigued to talk because this is the least resistive path.

Sales 98

Sales E-commerce Social Media Customer Retention 98

Win the Customer

MARCH 7, 2023

For example, an e-commerce company can segment its customers into categories such as age groups, geographic locations, and product preferences. Furthermore, data analytics helps businesses track customer journeys. Customers are more likely to engage with a brand that understands and caters to their individual preferences.

Machine Learning 52

Machine Learning Customer Experience E-commerce Compliance 52

Zendesk

JUNE 14, 2021

Customers overwhelmingly want to interact with businesses on the same messaging channels they use in their personal lives. Messaging already had the highest customer satisfaction score of any support channel before COVID-19, with a CSAT of 98 percent. Unify the customer experience within the conversation.

E-commerce 76

E-commerce Customer Service Manufacturing Healthcare 76

Intercom

SEPTEMBER 8, 2021

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. Integrated commerce solutions experts TrueCommerce can attest to this benefit.

E-commerce 118

E-commerce Customer Satisfaction Start-ups Customer Expectations 118

SurveySensum

NOVEMBER 22, 2023

For example, if you want to increase your online sales, ask customers about their shopping experience on your website. Their feedback will help you identify areas of improvement, and working on those not only boosts customer satisfaction but increases sales as well! Optimize for Different Devices: 3.7% on tablets and 2.2%

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

Fonolo

JUNE 2, 2022

With remote work technology and shifts to e-commerce, many people who couldn’t access call center jobs could now participate. It’s the simplest equation we know—happy agents = happy customers. Your customer satisfaction (CSat) scores will also get a boost.

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

SugarCRM

FEBRUARY 22, 2022

When a Sugar customer adds a product from SugarOutfitters like Survey Rocket or RT Telephony to their Sugar system, they are equipping their CRM with the exact functionality they need to accelerate finding and growing their customers. Back to those two Sugar developers who made SugarOutfitters possible: Jason Eggers and Chad Hutchins.

E-commerce 50

E-commerce CRM Customer Satisfaction 50

SurveySensum

AUGUST 14, 2023

By analyzing the data continually, you can pinpoint significant friction points in the customer journey that might result in low customer satisfaction. With this ongoing review, you can prioritize initiatives aimed at enhancing the overall customer experience. But when to use NPS and CSAT surveys?

Customer Experience 52

Customer Experience E-commerce NPS Customer Satisfaction 52

SugarCRM

NOVEMBER 24, 2020

User experience (UX) is everything in e-commerce. They’re busy, they can be demanding, and they’ll bounce right out of your e-commerce site if they don’t like what they see. Two CRMs, SugarCRM and Salesforce, are both well known in the e-commerce world. What Is CRM Software? “Data!

E-commerce 49

E-commerce Social Media CRM Outlook 49

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers.

Customer Experience 103

Customer Experience E-commerce Technology Technology 103

Fonolo

OCTOBER 22, 2020

E-commerce shopping will increase. Furthermore, the same report states one-third of respondents intend to reduce their spending over the holidays, while almost one-quarter (24%) say they will have a budget for purchasing gifts. . Unsurprisingly, COVID-19 has made online shopping more popular than ever.

Retail 133

Retail E-commerce Social Media Finance 133

Zendesk

MAY 4, 2021

Consumers around the world have changed their shopping habits over the past year, with e-commerce seeing unprecedented growth. Additionally, by adding live chat to their online store as an additional channel, Spartan Race saw a 27% increase in retail sales and a 97% customer satisfaction rating for live chat contacts.

E-commerce 96

E-commerce Retail Sales Customer Satisfaction 96

Fonolo

MAY 25, 2021

Caution: if done incorrectly, call deflection can damage KPIs, agent engagement, and your customer satisfaction (CSat) scores. When done correctly, a call deflection strategy can change your business, and the lives of your customer support staff, for the better.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Fonolo

OCTOBER 29, 2020

TIP: Invest in your business’ online presence with targeted social posts and ads — this will help you meet online demand while attracting new customers! With the anticipated e-commerce boom over the holidays, communication with your customers is about to become more important than ever. Manage expectations.

Retail 96

Retail E-commerce Contact Center Gaming 96

Hodusoft

MARCH 9, 2023

Optimizing CX with Omnichannel Contact Center in Your E-commerce Business If you’re an e-commerce entrepreneur, this question is for you. Do you think you provide adequate customer experience (CX) to your customers? But just 60 percent of customers agreed. Think again.

E-commerce 52

E-commerce Contact Center Omnichannel CX 52