Intercom, Inc.

DECEMBER 17, 2020

Throughout this year on the podcast, we’ve talked to people from various companies about how they’ve met the challenges posed by the events 2020. We’ve heard from product leaders, e-commerce leaders, and customer support leaders about high volumes, new working practices, and remote launches. Of course, companies have had to suddenly reimagine not just how they deliver for customers, but also how they operate behind the scenes.

E-commerce 210

E-commerce Entertainment 210

Fonolo

DECEMBER 17, 2020

Dangling calls, Queues are stalled. What’s taking you so long? I just want to know why you. have got my order wrong. Hour two, why have you. abandoned my concerns? Why am I still wasting time? When will they ever learn? Dashing through the day. With my phone stuck to my ear. Endless songs on loop. I pray the end is near. I just want support. For the product that I bought.

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145

Myra Golden Media

DECEMBER 17, 2020

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.

Customer Experience 139

Customer Experience 139

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. These blogs have garnered significant appreciation from your fellow readers.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? In this edition of PeopleMetrics LIVE!, we provided some practical tips and guidance for what you and your team should be planning for NOW in order to deliver the best possible customer experience (CX) in 2021.

CX 62

CX Customer Experience Touchpoint Innovation 62

Hodusoft

DECEMBER 17, 2020

In order to provide superior customer service and enhance customer satisfaction, businesses need to have a seamless call center operation. With the help of a call center, businesses can easily track, monitor, manage, and route phone calls. However, businesses that deal with a large volume of calls must employ sophisticated call center software to manage their daily operations.

Business Operations 59

Business Operations Customer Satisfaction Innovation Customer Service 59

The DiJulius Group

DECEMBER 17, 2020

Today, we’ve been forced into a virtual world that adds to these unintended consequences of a relationship deficit. As we’ve been forced to practice social distancing, people have realized how much they crave human connection. Not being able to dine with friends, see family members, or interact with coworkers has put a strain on the. Read Full Article.

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59

Knowmax

DECEMBER 17, 2020

Digital customer experience with human touch is way forward.

Customer Experience 52

Customer Experience 52

SugarCRM

DECEMBER 17, 2020

CRM Return On Investment (ROI) is a complex topic. Many organizations are simply using ROI calculations to spice up presentations and aren’t using ROI metrics as a proven, valuable and trackable metric. Technology innovation market research leaders have released a series of uses research and innovation to construct a trusted CRM ROI calculation—and their ideas really stuck with us.

CRM 29

CRM Construction Innovation Start-ups 29

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Knowmax

DECEMBER 17, 2020

Why enterprises need to invest in a hosted knowledge base.

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Qualtrics

DECEMBER 17, 2020

"Social media has become an advertising machine. Brands have flooded these platforms to place products in front of consumers and have created massive influencer programs to nudge users into making a purchase. In today’s digital age, how effective is social media advertising in building customer loyalty , and what do consumers have to say about it? Below are the findings from our Social Media and Online Retail Report , a study of more than 1,700 adults in the United States, United Kingdom and Aus

Social Media 26

Social Media Customer Experience Retail Customer Loyalty 26

Knowmax

DECEMBER 17, 2020

How to Plan Your Internal Knowledge Base.

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