Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. But I am not against monitoring social media or using it as a responsive customer service channel. But I am not against monitoring social media or using it as a responsive customer service channel. Their customers build it for them via their raves on social media.

Social Media 167

Social Media Customer Service Education Retail 167

eglobalis

NOVEMBER 12, 2024

Here’s Why You’re Missing Out on Real Results – [link] AI in the Workplace: Transforming Customer and Employee Experience – [link] Delete, Ignore, Snub or Engage?

AI 524

AI Artificial Intelligence B2B CX 524

eglobalis

FEBRUARY 3, 2025

Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 422

B2B AI Predictive Analytics Sentiment Analysis 422

Shep Hyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. For now, let’s address why companies aren’t using social channels. . More on why in just a moment.

Social Media 138

Social Media Customer Service Customer Loyalty 138

Fonolo

DECEMBER 16, 2021

If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . promoting sales; .

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Customer Loyalty Net Promoter Score Omnichannel 52

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of. How many can you find?

Social Media 52

Social Media Contact Center E-commerce Retail 52

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Adrian Swinscoe

APRIL 6, 2022

Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […].

Social Media 190

Social Media AI Technology Technology 190

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 456

Customer Experience Social Media Predictive Analytics Machine Learning 456

Customer Think

JANUARY 30, 2023

By now, we all know that social media marketing is one of the best ways to build rapport with your audience and grow your business. It’s possible to use social media to share helpful content, promote products, forge […]

Social Media 118

Social Media Customer Experience Customer Loyalty 118

Customer Think

OCTOBER 10, 2023

Social media platforms have become the epicenter of communication, opinion-sharing, and customer interaction. With millions of users expressing their thoughts and feelings on various topics every day, social media has evolved into a treasure trove of unfiltered, real-time data.

Social Media 121

Social Media Sentiment Analysis AI Technology 121

ECXO

JANUARY 21, 2025

Meanwhile, negative reviews flooded social media and online marketplaces. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it. Engage with customers on social media and foster community-building initiatives.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Customer Think

MAY 2, 2024

In the ever-evolving realm of digital marketing, social media continues to reign supreme as a powerhouse platform for engaging with audiences, building brand presence, and driving business growth. Let’s explore how to craft […]

Social Media 124

Social Media Business Growth Innovation 124

ECXO

AUGUST 12, 2024

Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing. By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

CX Accelerator

JUNE 8, 2020

Pay attention to social media. And finally, ,, Chiedza astutely reminds us that we can learn a lot from customers by “going over their comments on our social media posts.” Many companies do a lot of talking on social media but not enough listening.

Social Media 345

Social Media VOC VOE Contact Center 345

ECXO

OCTOBER 14, 2024

Customer Engagement and Interaction Social Media and Online Reviews: Monitor what customers are saying about your brand on social media and online review platforms. This way you have a higher chance of picking up the real emotions evoked during that specific experience.

CX 156

CX Customer-Centric Organization Social Media Touchpoint 156

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Social Media 324

Social Media Voice of the Customer Customer Feedback 324

eglobalis

NOVEMBER 3, 2024

If you found this article insightful, feel free to connect with me on LinkedIn and join the conversation or read more articles on [link] Previous articles: Delete, Ignore, Snub or Engage?

CX 523

CX B2B Innovation Sentiment Analysis 523

Hodusoft

APRIL 21, 2025

Omnichannel Omnichannel is nothing new but for 2025 there is a progression towards including more social media channels with Whatsapp inclusion being notable. The face-to-face experience Social media integration is fine in contact center solutions but for agents and customers to view each other during a talk is much better.

Contact Center 98

Contact Center Customer Service Social Media Artificial Intelligence 98

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. AI-powered sentiment analysis tools can analyze customer interactions, such as emails, chat logs, and social media posts, to determine the sentiment behind their messages.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media). Segment feedback into actionable categories (e.g., product quality, service speed, user experience).

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

JUNE 27, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone.

Customer Experience 490

Customer Experience VOC Net Promoter Score Government 490

ECXO

OCTOBER 30, 2024

This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement. From countless product reviews to social media opinions, the sheer volume of information can be overwhelming and lead to decision fatigue. Clear and concise communication is critical.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

ECXO

JULY 29, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like HelpCrunch, LiveAgent, and Olark help manage customer support and engagement through email, chat, social media, and phone.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Callminer

FEBRUARY 23, 2021

People are seeking support on social media more than ever. Support through social media: this channel is not just how consumers talk about the organization; it is a means of talking to the organization and part of a broader strategy of making communications easy and providing the channels your customers prefer.

Technology 376

Technology Technology E-commerce Contact Center 376

eglobalis

MAY 13, 2025

Recognizing this, organizations are increasingly mining unstructured data call transcripts, chat logs, support tickets, emails, social media posts, and moreto discern customer sentiment without asking a single survey question. Its spoken in passing on support calls, written in emails, or implied through customer behaviour.

B2B 280

B2B AI Customer Survey VOC 280

CX Network

JANUARY 30, 2025

Epsilons Elliott Clayton shares the data on the top channels and social media platforms in 2025 Do you know which channels matter the most to your customers?

Social Media 64

Social Media 64

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. One of the other ways social media changed our lives is in how we interact with brands. It describes how we interact with brands over several different channels in various ways, including social media. Humanizing brands is the future of social media.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

eglobalis

SEPTEMBER 5, 2024

Social Media Sentiment Tracks sentiment expressed about your brand on social platforms. Emotional Value Index (EVI) Measures the emotional impact of customer interactions. How it complements CS : Positive emotions foster long-term success and encourage higher product engagement.

Net Promoter Score 459

Net Promoter Score NPS CX VOC 459

Intercom, Inc.

JANUARY 21, 2020

I examined the first screen that loaded in 25 popular iOS apps across a variety of use cases (such as social media, retail, services, personal finance, and more). Here’s what this process looked like for the Apple Music app: About 36% of the first screen of Apple Music’s iOS app contains text. Fitness: (Fitbit, Strava) 35.3%.

Social Media 291

Social Media Finance Retail Transportation 291

Callminer

JUNE 24, 2024

From social media management to sales automation, these tools target customer satisfaction and loyalty. CX tools make it easier for businesses to connect with and learn from their customers.

Social Media 182

Social Media Customer Experience Customer Satisfaction CX 182

Uniphore

JUNE 22, 2021

You listen to your customers on social media. They have made your call center a glass house on social media. They have made your call center a glass house on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? Check it out!

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Intercom, Inc.

AUGUST 13, 2020

Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. At Sprinklr, their inside sales and community management teams have taken a different approach with social account-based marketing (ABM). million thanks to their cheeky Twitter presence.

Social Media 209

Social Media AI Sales B2B 209

CX Accelerator

OCTOBER 21, 2019

Social media is a goldmine for CX professionals for so many reasons. But in truth, social media can become pretty overwhelming pretty quickly. But in truth, social media can become pretty overwhelming pretty quickly. application for managing social media. Three of my favorite benefits?

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208