DMG Consulting

AUGUST 14, 2017

Should Social Media be the Responsibility of Customer Service or Marketing? . Social media is a way of life for most of us. In many cases, people spend time on social media because they are bored and are searching for the immediate stimulation and gratification they get from interacting on these sites.

Social Media 59

Social Media Customer Service Contact Center Case Management 59

Aquire

JANUARY 6, 2022

Chatbots can be housed in a number of different places — including your company website, app, or social media accounts, and can also be accessed through popular messaging apps, such as Messenger and WhatsApp, SMS, and even email. Assisting with sales. Customers can even finish the checkout process directly within the chatbot.

Social Media 98

Social Media Artificial Intelligence Retail AI 98

Totango

MAY 13, 2022

When exploring customer engagement systems, here are a few key features to consider: Customer data coverage: does the platform support the communication channels you need covered (email, in-app communication, web, video, social media, etc.)? Customer Support: Zendesk Knowledge Bases.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Logicalware

MARCH 1, 2023

For example, a customer may start their shopping journey by browsing products on a website but then choose to visit a physical store to see the product in person before making a purchase. Alternatively, a customer may receive personalised recommendations via email or social media, which they can then purchase in-store.

Customer Experience 52

Customer Experience Customer Service Touchpoint Sentiment Analysis 52

DMG Consulting

FEBRUARY 12, 2019

inbound/outbound calls, chats, emails, short message service (SMS)/text, messaging, social media, etc.) For more information about KPIs and balanced scorecards, see DMG’s white paper: Top KPIs for Managing Customer Service, Sales and Collections Contact Centers.

Scorecard 59

Scorecard Contact Center Social Media Customer Service Sales 59

DMG Consulting

DECEMBER 11, 2017

Different types of contact centers – customer service, sales, collections, etc. Below are list of KPIs to measure various aspects of a customer service contact center. Social media post average handle time. need different combinations of KPIs to allow the manager to do their job.

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

SugarCRM

FEBRUARY 26, 2019

Sales & service. Features to consider: sales behaviour and productivity tools, sales automation, lead management, quote management, and reporting and forecasting. How are you attracting attention and getting potential customers interested enough to engage with your brand? Looking after customers.

CRM 43

CRM Social Media Sales Government 43