Execs In The Know

FEBRUARY 17, 2023

Social media has been around for almost two decades, with 75% of the world’s population ( ages 13+) now actively engaged in an ever-evolving online community of networks and algorithms. It’s something our advisory team at VXI observes frequently when evaluating a brand’s social media technology stack.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Win the Customer

MARCH 7, 2015

Social media plays a huge role in everyday life. Not only do people use social media to stay connected, but they also use it to interact with their favorite brands. The biggest challenge brands face when using social media to reach customers is finding out where they spend their time online and the best way […].

Social Media 142

Social Media Customer Service Technology Technology 142

Win the Customer

FEBRUARY 1, 2016

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line.

Social Media 90

Social Media Customer Service Retail Technology 90

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Cloud technology.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Win the Customer

JULY 4, 2014

Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service. Communication Customer Experience Customer Service Social Technology'

Social Media 133

Social Media Customer Retention Customer Service Technology 133

TeamSupport

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Providing good customer service fosters trust and loyalty among clients.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

TeamSupport

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next.

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Fonolo

MARCH 19, 2019

Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. The Benefits of Improved Customer Service.

Technology 106

Technology Technology Customer Service Social Media 106

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.

Social Media 54

Social Media Customer Service Technology Technology 54

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. Alexa, Call Audible.

Technology 78

Technology Technology Customer Service Social Media 78

Fonolo

JULY 17, 2019

Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines.

Technology 80

Technology Technology Customer Service Social Media 80

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Be GREAT out there!

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Sprinklr

OCTOBER 22, 2021

The financial services industry is in the midst of a full-blown digital transformation, with social media and other digital channels squarely in the center. Today, 89% of advisors can attribute new client gains to their social media outreach. Gaining key industry and customer insights.

Social Media 52

Social Media Compliance AI Government 52

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI.

Contact Center 98

Contact Center Technology Technology Social Media 98

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Note: Churn as a loss can be applied to customers or agents.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Aquire

OCTOBER 13, 2021

New customer service trends seem to emerge every year, especially since online experiences became so important to customers. Keeping up can feel like quite the challenge, but it’s essential for meeting customer expectations in the long term. 9 customer service trends. 9 customer service trends.

Customer Service 90

Customer Service Social Media Omnichannel Artificial Intelligence 90

Customer Service Life

MAY 15, 2017

At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. In all seriousness though, there’s a ton of great technology hitting the market right now.

Technology 74

Technology Technology Customer Service Contact Center 74

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Customer Service 98

Customer Service Social Media Healthcare Omnichannel 98

Fonolo

NOVEMBER 30, 2021

If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Creating a Customer Service Strategy That Drives Business Growth. Train your agents to be customer service obsessed. Social media channels. . Not sure how?

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Shep Hyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 85

Customer Service Social Media Contact Center Technology 85

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 52

Technology Technology Customer Service E-commerce 52

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Social Media Omnichannel AI 73

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. Limited Self-Service Options.

Customer Service 126

Customer Service Social Media Healthcare Touchpoint 126

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. And let’s not forget the boom in cloud-based technology adoption. Our Top 6 Contact Center Technology Picks for 2022.

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Aquire

OCTOBER 5, 2021

Digital customer service is the present and future for many companies — even traditional brick and mortar businesses have started servicing customers online. Customers use multiple channels (more and more as time passes) and go through complex digital buying journeys. What is digital customer service?

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Aquire

OCTOBER 6, 2021

Customer service vs. customer experience — is there really a difference? In a nutshell, customer service is just one part of the overall customer experience. Once you understand the differences between the two, it’s much easier to understand how they can work together to benefit your customers.

Customer Service 98

Customer Service Net Promoter Score Customer Experience Social Media 98

Uniphore

JULY 21, 2021

How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. List your CX goals beforehand.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Aquire

MAY 24, 2021

At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. 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.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Customers That Stick

FEBRUARY 19, 2020

One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Many of the biggest changes in both customer service and customer experience have been around technology. However, technology has also changed consumer expectations.

Customer Service 78

Customer Service Social Media Technology Technology 78