CommBox

MARCH 2, 2022

As a business owner, you must provide excellent customer service. By helping customers out in any way you can, you help improve relationships with existing customers who, in turn, will swear their loyalty to your brand. But customer service isn’t just about answering questions from emails and phone calls.

Customer Service 98

Customer Service Social Listening Customer Journey Map Omnichannel 98

Shep Hyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 65

Customer Service Omnichannel Social Media Construction 65

MattsenKumar

JUNE 9, 2021

The e-commerce industry is incessantly evolving; today, players are improving and customizing their businesses to meet customers where they are. E-commerce customer service practices are ever-evolving; often led by new technologies, these trends keep changing year after year. Explained: Customer Service in E-commerce.

E-commerce 52

E-commerce Customer Service Social Media Omnichannel 52

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

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. What influences customer expectations?

Customer Expectations 108

Customer Expectations Social Media Education Customer Service 108

SurveySensum

APRIL 28, 2023

Did you know exceptional customer service is key to retaining customers? Studies show that 93% of customers are more likely to repurchase from companies that offer excellent customer service. Therefore, it is essential to prioritize your customers and deliver exceptional customer service.

NPS 52

NPS Customer Loyalty Customer Service Net Promoter Score 52

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52

Comm100

FEBRUARY 1, 2022

To gain traction with prospective international students and effectively support those currently enrolled, it’s critical that schools have a digital omnichannel support system in place that allows students to connect with them on the digital channels of choice. Satisfy instant gratification . Support at any time of the day .

Omnichannel 79

Omnichannel Social Media Education AI 79

Hodusoft

FEBRUARY 9, 2022

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. Moving past the contact center technology trends 2020 , they will have to cater to this demand for omnichannel service.

Contact Center 98

Contact Center Technology Technology Social Media 98

Zendesk

APRIL 2, 2021

That’s one reason why the Zendesk Customer Experience Trends Report 2021 segmented survey respondents by generation. We found that although both groups are similar in many ways, Millennials and Gen Zers have some different attitudes toward customer service experiences, brand loyalty, and support channels.

Customer Service 98

Customer Service Start-ups Artificial Intelligence Omnichannel 98

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. That’s fair enough, but the almighty bottom line is also affected by customers gained and lost. Maybe it’s budget.

Contact Center 170

Contact Center Social Media Education Technology 170

Comm100

MARCH 9, 2022

Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too. Personalize support with an omnichannel engagement platform. Speed up support with live chat. Improve agent experience.

Omnichannel 74

Omnichannel Social Media Start-ups Innovation 74

Comm100

FEBRUARY 6, 2023

To humanize your digital customer experience, you need to map your client’s journey. Customers typically engage with your brand on different touchpoints. Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. First, customers want it.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Contact Center Net Promoter Score NPS 122

Aquire

JULY 23, 2021

2) Delivering an omnichannel customer experience. One of the most significant issues of online retailing is achieving an effective omnichannel strategy. Customers expect they can reach out to your brand through any number of touchpoints, such as your website, phone, email, social media, your store, and more.

Manufacturing 98

Manufacturing Retail Omnichannel Touchpoint 98

Ameyo Callversations

SEPTEMBER 8, 2021

In the age of chats and social media, the call center is still a key to manage customer queries. It’s the closest experience towards face-to-face customer engagement. Nowadays, many contact centers use an omnichannel strategy for customer service with the hope of reaching the greatest possible audience.

Social Media 93

Social Media Contact Center Sales Entertainment 93

Aquire

SEPTEMBER 18, 2021

The most important thing is to fully understand the customer journey and apply your strategy across every stage. You need to consider interaction quantity and quality, as well as the availability of touchpoints (think an omnichannel approach that includes email, text, chatbots, ads, content, and more). Practice social listening.

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Zendesk

NOVEMBER 28, 2023

Components of a strong SaaS customer support strategy How to measure SaaS customer support How to improve SaaS customer support SaaS customer support examples Scale your SaaS customer support with Zendesk Why is SaaS customer support important? Here are a few of the most important ones.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. The majority of industry leaders (81%) said the pandemic changed their technological needs and 73% see it affected how they interact with customers. . More recently, Covid-19 accelerated the adoption of chatbots.

Sales 98

Sales AI Healthcare Omnichannel 98

SurveySensum

JULY 19, 2023

This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth. Why not ask the brands that are winning at retail customer experience? Organize Engaging In-store Events Some retailers organize special events to enhance the customer experience.

Retail 40

Retail Customer Experience Social Media Customer Feedback 40

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. Support is truly at the heart and soul of our business, and our main focus is to provide a world-class customer service experience.”.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

Aquire

JANUARY 24, 2022

Ninety percent of customers rate an “immediate” response as important or very important when they have a customer service question. Sixty percent of customers define “immediate” as 10 minutes or less. billion customer service hours by adopting chatbots. HubSpot Research ).

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

Aquire

DECEMBER 9, 2021

Use cobrowsing for personalized customer service. Quality customer service is one of the most effective ways to reduce customer churn rate. So, adding a personal touch to your customer service with a tool like cobrowsing can really help in maintaining a solid customer base.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

Comm100

NOVEMBER 28, 2022

Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. Read on for the top five higher education customer service trends you’ll want to keep on top of.

Education 90

Education Customer Service Omnichannel Social Media 90

Zendesk

SEPTEMBER 5, 2023

Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface. Discover the significance of delivering exceptional customer experiences , and learn how to leverage this approach to stay ahead in competitive markets.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Comm100

MARCH 11, 2021

If you work in post-secondary education, you’ll know just how competitive an industry it is. Education institutions invest great amounts into enrolment strategies, particularly building personal connections with prospective students. Likewise, Western Governors University invested $1.3 Boost digital connections with live chat.

Education 59

Education Customer Service Social Media Omnichannel 59

SugarCRM

MARCH 15, 2022

Creating the best customer support center gives you insight into who your customers are, how they use your products and services, how your offerings can improve, and so much more. Customer Support vs. Customer Service: Are They the Same? Customer support is one part of the customer service umbrella.

Social Media 48

Social Media Omnichannel AI Education 48

Comm100

OCTOBER 9, 2022

As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need to be available in more places, all at once. Omnichannel customer service platforms are making this transition easy, as they connect every digital channel together in one place.

Omnichannel 86

Omnichannel Customer Service Social Media E-commerce 86

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

SugarCRM

APRIL 19, 2022

Not every customer service inquiry requires a call with a live representative. Consumers seek a customer self-service portal to answer the standard questions that keep their use of your products and services running smoothly. What is Customer Self-Service? Choose their preferred method of service.

Social Media 44

Social Media Compliance Customer Satisfaction Customer Service 44

CommBox

SEPTEMBER 23, 2021

Chatbots are great for customer service. Chatbots can save up to 30% in customer service costs. Before we dive in, it’s vital to understand what chatbots are, how they enhance customer service and CX, and why chatbots are essential for business growth. What are Chatbots? .

Real Estate 59

Real Estate Machine Learning Finance Healthcare 59

Zendesk

MARCH 25, 2021

A call center representative is responsible for a number of different tasks: Providing omnichannel support: Your primary responsibility will be talking to customers on the phone, but you may have to use other tools as well. These might include email, live chat, CRM software , or social media. Nice-to-haves.

Social Media 92

Social Media Contact Center Start-ups Omnichannel 92

Comm100

OCTOBER 25, 2021

It should come as no surprise therefore, to hear that higher education institutions are looking to offer a digital-first approach to improve student engagement and experience. Social media is at the core of this movement. Student and schools alike find themselves more active than ever on social media. Free eBook.

Social Media 52

Social Media Education Omnichannel Invoicing 52

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Social Media Omnichannel NPS 128

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178