Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? What Your Call Center Agents Rant About on Social Media. How Contact Center Managers See Their Agents. Call Center Life. High Stress. High Stakes. Register Now.

CX 162

CX Social Media Contact Center Actionable Insights 162

Sprinklr

OCTOBER 20, 2021

When you think about your brand’s social media strategy, what comes to mind? Is it about listening to what your customers are saying about your brand on social media? Social media is now ubiquitous to the customer experience. Social suites platforms are designed just for this purpose.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

Hodusoft

APRIL 1, 2024

For the Call Center category, the assessment revolves around five key criteria: Ease of use Value for money Functionality Customer support Likelihood to recommend Each product is scored in these areas, with a maximum total score of 100. What sets HoduCC apart is its comprehensive approach to customer interaction management.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. These are typically generational trends caused by new technology or information about a product. The best employees don’t push random, irrelevant products. Customer perception has never mattered more.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Comm100

DECEMBER 12, 2023

We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co., Achieving this alone isn’t easy – but with Comm100 it’s a breeze.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Intercom, Inc.

AUGUST 20, 2020

Both her book Resonate: For Anyone Who Wants to Build an Audience and her documentary short Attention for Sale offer insights into how we are changed by ubiquitous technology, both individually and collectively – social media has transformed how we engage with one another, and that widespread, constant engagement is harming our focus.

Technology 243

Technology Technology Social Media Start-ups 243

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Many e-Commerce players using Social Media Contact Center Software for better CX. While we can still debate which sector has been impacted the most by social media buzz. A customer service agent responds by commenting.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

Zendesk

OCTOBER 22, 2021

Social selling has impacted the market ever since we started trading products. Market analysis indicates that consumers influenced by social media are four times more likely to spend more on purchases. Below, we’ll discuss what social selling is, why it’s important, and best practices on mainstream social media sites.

Social Media 98

Social Media Sales Start-ups Social Listening 98

Fonolo

JANUARY 4, 2022

68% of customers say they will pay more for products and services from brands known to offer good customer service. Source: New Voice Media. Source: New Voice Media. The customer experience management market worldwide is worth as much as $7.6 Customer Service Statistics About Artificial Intelligence and Automation.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

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. Developing a customer care strategy can be overwhelming, but when you break it down, it becomes a lot more manageable. Increasing your social media following to build brand engagement.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Comm100

OCTOBER 17, 2023

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 automation software are tools designed to automate and streamline customer support processes, often powered by AI.

Customer Service 73

Customer Service Social Media Omnichannel AI 73

The Customer Service Blog

JANUARY 5, 2024

Spurred by political events, misinformation has garnered widespread media coverage and academic research. But most of the attention has been in the fields of political science, social psychology, information technology and journalism studies. It can be direct when it purposefully targets brands or their products.

Pharmaceutical 63

Pharmaceutical Social Media Technology Technology 63

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. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

TeamSupport

DECEMBER 20, 2023

Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support. In 2024, businesses should invest in AI-powered chatbots, virtual assistants, and automation tools to enhance response times and streamline routine inquiries.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

TeamSupport

APRIL 3, 2024

This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial. It integrates with prominent client support features, including robust ticket management, collaborative environments, advanced reporting and analytics, task automation, and numerous other capabilities.

Omnichannel 52

Omnichannel Social Media Customer Relationship Management CRM 52

Zendesk

NOVEMBER 1, 2021

CI allows companies to figure out who their customers are—where they live, what products they like, what problems they’re looking to solve, and so on. Consumers today are interacting with brands via various touchpoints—social media, chat, phone, in-store, and so on. Automate support processes. Invest in a good CRM.

Social Media 98

Social Media CRM Artificial Intelligence Touchpoint 98

SurveySensum

MARCH 27, 2024

Imagine a company struggling to tap the full potential of their product. They are constantly improving their product but it is not getting reflected in their numbers. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer?

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

TeamSupport

DECEMBER 8, 2023

Omnichannel Support Customers today expect a seamless experience across various channels, from email and social media to live chat and phone support. Choose a customer support solution that offers omnichannel support, allowing your team to manage and respond to customer inquiries consistently across all channels.

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Fonolo

APRIL 4, 2023

Customers who receive excellent, effortless customer service are 94% more likely to buy the product or service again. Source: Gartner 56% of customers say they would pay more for a product if it came with a guarantee of excellent customer service. times more likely to recommend your product or service after a positive experience.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Lumoa

NOVEMBER 21, 2023

When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Zendesk

APRIL 18, 2022

Essentially, identifying and tracking lead sources using customer relationship management (CRM) software enables your sales team to better understand the buyer’s journey and provide personalized content to your leads. Online lead sources, which we’ll cover in more detail below, include: Social media. Social media.

Social Media 98

Social Media CRM B2B B2C 98

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Hodusoft

MARCH 6, 2024

Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option. Leveraging automation tools and streamlining communication channels along with key strategies can empower agents to overcome this challenge.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Aquire

JANUARY 12, 2022

With social media getting increasingly popular by the day, providing customer service on Instagram gives you more opportunities to connect with customers — both existing and potential — than ever before. In fact, as Barry Libert, CEO of AI Matters, puts it, “The future of business is social.”. billion users by 2023.

Social Media 98

Social Media Customer Service Retail CRM 98

Hodusoft

NOVEMBER 24, 2021

People expect to be able to interact with business in a variety of ways like social media, via live chat, over SMS, over the phone, and more. Social Media. Social platforms including Facebook and Twitter continue to grow exponentially. This results in high productivity and efficiency. Auto Dialer .

Artificial Intelligence 105

Artificial Intelligence Social Media CRM Omnichannel 105

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. The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services.

Customer Experience 83

Customer Experience ML Social Media CX 83

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. CSAT measures customer satisfaction with a product, service, or a specific interaction. Automation can play a key role in streamlining customer interactions.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Zendesk

JUNE 29, 2022

Is this lead genuinely interested in the product? Does this lead have a genuine use for the product? Can this lead afford the product? Is this the best time for this lead to buy the product? Of course, you don’t need to manually manage all these conversations. Is this lead the decision-maker in their company?

Social Media 98

Social Media Sales Start-ups CRM 98

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. Contextual Communication Channels Engage customers through their preferred channels, such as social media, email, chat, or voice, ensuring a seamless and consistent experience. Customer service is all about meeting and exceeding customer expectations. Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Sprinklr

OCTOBER 7, 2021

Competitive benchmarking is not a new concept; in fact, Xerox first began the practice in 1979 to analyze unit production costs in manufacturing operations. To stay relevant in a complex social landscape, brands need to know how they stack up against the market and gather information on other brands’ strategies. Executive strategy.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Comm100

APRIL 10, 2024

An uptick in brand loyalty, something that makes the $323 billion spent yearly on loyalty management worth it. Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction. The result? But how is this accomplished, exactly?

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Totango

AUGUST 9, 2022

Knowledge level: as defined by how informed the customer is about a given stage of a buying process or product feature. Product usage: which segments customers based on how they are engaging with your product. A marketing campaign can then be optimized to appeal to social media users fitting these characteristics.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Zendesk

JANUARY 5, 2022

Cold leads have never connected with your company or shown interest in your product or service. Warm leads know about your company and have expressed some level of interest, perhaps by visiting your website or commenting on a social media post. Establish a strategic social media presence.

Sales 105

Sales Outlook Social Media B2B 105

Aquire

NOVEMBER 22, 2021

For most people, that place is social media. Social media = key component of digital customer service. With social media so central to modern life, businesses need to prioritize how their brands are perceived on these platforms. A simple “we’re glad you had a great experience with our product!”

Social Media 98

Social Media Customer Service Social Listening Start-ups 98

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. Buyers will get a connected brand experience throughout all channels, including physical outlets, e-commerce stores, social media pages, and even through SMS and push notifications.

Omnichannel 83

Omnichannel Net Promoter Score Customer Experience Social Media 83

Aquire

JULY 20, 2021

email, phone, social media, or live chat). Aim to get your social media responses out quicker than average. Understand what their goals are with your product or service, and manage them through to completion. Track product usage metrics. They may also be helpful to your product development teams.

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98