Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

SurveySensum

JULY 26, 2023

Customer churn. It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. A prime example of a brand that excels in engaging with customers through social media in retail is the beauty brand, Glossier.

Customer Retention 52

Customer Retention Retail Social Media E-commerce 52

Aquire

MAY 24, 2021

But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience. Live chat , for example, is the most popular option for customer service, yet only 15 percent of low-cost carriers have built it into their mobile apps. Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

CommBox

JULY 1, 2021

With more than 60% of customers preferring to solve fundamental issues through a self-service website or app*, the newly announced WhatsApp Bot-Squad is a massive game-changer for mid-to-large-sized companies and organizations. in one smart inbox.

Machine Learning 98

Machine Learning Omnichannel Social Media AI 98

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.)

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience ML Social Media CX 83

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

ECXO

MAY 20, 2024

posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. It’s like constructing a magnificent bridge.

CX 57

CX Customer Retention Customer Satisfaction Gaming 57

ModSquad

JULY 25, 2019

As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. As a result, customers are able to choose their preferred method for contacting support agents.

Omnichannel 61

Omnichannel Social Media Gaming Customer Retention 61

Fonolo

NOVEMBER 2, 2021

Be sure to equip your agents with empathy phrases like “I know this must be frustrating for you” and “I’m sorry to hear that you’re experiencing this,” and set up role playing training games to help them practice so they’re ready for these interactions in real time. TIP: New hires shouldn’t be the only agents receiving training.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Fonolo

NOVEMBER 29, 2022

Customer satisfaction (CSat) score. This training should include: In-depth lessons on how to locate company information quickly, as they’ll need fast access to this info during customer interactions. Role-playing games to give newbies a glimpse into customer interactions before they start on calls.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Zendesk

DECEMBER 8, 2021

Loyal customers can help generate revenue for years to come—not only through their own purchases but also by becoming a brand ambassador and recommending your products or services to others via word of mouth, reviews, or social media. Good customer service is among the main reasons people decide to do business with you.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

CommBox

JUNE 25, 2023

Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication? When customer volumes surge, companies typically respond by increasing their human resources—agents tasked with handling inquiries and ensuring customer satisfaction. Indeed, there is.

AI 52

AI Customer Service Net Promoter Score Contact Center 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

SEPTEMBER 8, 2022

The main goal is to ensure your customers are receiving consistent, top-notch service and customer satisfaction (CSat) scores are high. After all, what is a contact center without happy customers? Keeping tabs on customer interaction quality can help you determine where your business stands. Why does it matter?

Contact Center 87

Contact Center Scorecard Social Media Technology 87

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Seriously, it’s a game-changer! But how to build customer loyalty for retail brands? Let’s find out!

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

Aquire

SEPTEMBER 18, 2021

What is a customer experience strategy? A customer experience strategy is a holistic plan to increase customer satisfaction and engagement across all interactions with your brand, from discovery to post-purchase. Ask yourself: how can your customer experience strategy help you achieve your long-term goals?

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

ModSquad

JULY 25, 2019

As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. As a result, customers are able to choose their preferred method for contacting support agents.

Omnichannel 40

Omnichannel Social Media Gaming Customer Retention 40

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) But they’re only one small piece of the customer experience data puzzle.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Aquire

JULY 20, 2021

21 Customer Service Goals to Strive for in 2021. One of the most common questions about customer service is on how to measure its success and value to your business. Average response times differ depending on the customer support channel (e.g. email, phone, social media, or live chat). Get creative on social media.

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

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. When it comes to customer service and experience content, Shep is the Godfather. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

SurveySensum

NOVEMBER 22, 2023

Set the Game Plan: Defining Your Feedback Goals Question yourself – what is it that you want to achieve from website feedback? Are you aiming to boost sales, strengthen customer loyalty, or expand market reach? For example, if you want to increase your online sales, ask customers about their shopping experience on your website.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

Hodusoft

DECEMBER 17, 2018

Call centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. 2019 could see trends that will become more widely adapted as a way to deliver customer satisfaction and achieve more. Call center agents will be able to do more and yet feel less stress.

Social Media 45

Social Media Artificial Intelligence Contact Center AI 45

Beyond Philosophy

JUNE 17, 2015

In other words, the resources of time, money, people, and technology have to be accompanied by stated financial objectives and actionable analytics to prove their worth. Social media marketing (SMM), in turn, will help enhance search performance for the site. This will, increasingly, bring content software into play.

Social Media 96

Social Media Engineering Gaming Innovation 96

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Players in the customer service (CS) game know this better than most. Making the Most of Customer Feedback. Plus So Much More!

Customer Service 90

Customer Service Contact Center Sports Social Media 90

Ameyo Callversations

SEPTEMBER 16, 2022

But today, because consumer preferences have evolved–especially post-pandemic–businesses are looking towards newer and more interesting ways to nurture their customers. Customer needs and expectations are constantly changing based on new technologies and tools that understand their behavior and prompt proactive actions.

Omnichannel 52

Omnichannel Gaming Touchpoint Social Media 52

Fonolo

MARCH 14, 2019

The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase. Seek Feedback from Customers. However, ignoring dissatisfied customers is poor business practice.

Customer Service 111

Customer Service Social Media Retail Omnichannel 111

Zendesk

DECEMBER 6, 2021

Customer satisfaction has been dropping in the US since about 2018, according to the American Customer Satisfaction Index (ACSI). The question is why , especially when so many companies are trying hard to meet customer needs on a variety of fronts. What causes customer dissatisfaction?

Customer Satisfaction 118

Customer Satisfaction Social Media Customer Expectations Customer Service 118

Hodusoft

JANUARY 3, 2024

So, let’s dive right in and know more about the technology in detail. As the name suggests, the technology allows businesses to use a remotely all-in-one hosted and cloud-based set-up service for customer interactions. Improved customer experience Customer experience is extremely important for contact centers.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. (If you would like to know more about it sign up for our free webinar ).

Technology 48

Technology Technology Manufacturing Transportation 48

ECXO

MAY 11, 2023

In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Shep Hyken

APRIL 8, 2022

IDC analysts predict by 2024, 30% of Fortune 2000 companies will harness customer, product & inventory data to deploy the next best action that drives customer demand. This will improve conversion by 10%, customer satisfaction by 50%, and reduce the cost to serve by 25%. . 3 Advantages of Retail CX Strategy .

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

DMG Consulting

AUGUST 1, 2017

While the term “digital transformation” takes into account the need to use the newer digital channels – email, chat, co-browse, SMS, social media and video – this is only a small piece of what people are referring to. Contact centers are ahead of the game when it comes to digital transformation.

Contact Center 48

Contact Center Artificial Intelligence Social Media Technology 48

Zendesk

APRIL 3, 2023

What is retail customer engagement? Retail customer engagement is all the ways a brand interacts with its customers across digital and physical channels. This includes in-store, ecommerce websites, social media, advertising, the metaverse, email, live chat, phone support, and more. Europe, and of course, Ireland.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Zendesk

JUNE 30, 2022

Follow up with stellar post-sales service that delights customers and keeps them coming back. Beyond the simple benefits of making additional sales, top-notch after-sales services: Enhance customer satisfaction rates. Increase customer retention. 10 after-sales activities that increase customer lifetime value.

Sales 98

Sales Non-Profits Customer Retention Social Media 98

SugarCRM

OCTOBER 17, 2023

AI technology has revolutionized the way organizations carry business worldwide. Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates.

AI 26

AI Predictive Analytics Legal Social Media 26

CSAT.AI

MARCH 15, 2023

As children and young adults this generation saw the fall of the Berlin Wall, the rise of the personal computer, the Challenger disaster, the Gulf War, cable TV, video games, 9/11, gay marriage, election of the first black President among other historic shifts. They love nostalgia but adapt easily to new technologies. “Freedom!

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99