Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. Proactive management of negative feedback Reputation management companies can flag negative reviews or social media mentions as soon as they go online.

Management 109

Management Social Media Multi-Channel Feedback 109

Natalie Petouhof

AUGUST 10, 2016

In 2014, brands were asked over 22 million questions on Twitter and Facebook alone. And statistics from Social Baker reflect that the majority of those questions are not being answered on Twitter. The best companies hope for complaints and turn them into content consumers.

Social Media 40

Social Media Customer Service 2014 2015 40

CSM Magazine

OCTOBER 6, 2020

reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. Global research from Capgemini reflects this sentiment, revealing that 62% of consumers would place higher trust in an organisation whose AI interactions they perceive as ethical. AI and consumer trust – a delicate balance.

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

ReviewTrackers

APRIL 7, 2021

After all, reputation is the key to building public and consumer trust. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. Manage online reviews, social media, and customer feedback.

Banking 94

Banking Management 2012 Social Media 94

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014. So many answers! It’s a subtle but important idea.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Alida

AUGUST 12, 2016

What are the consumer insight best practices when trying to engage millennials? What are the challenges in engaging millennial consumers? They like to consume media on their terms, on-demand and a la carte, instead of being constrained by traditional media. Here‰’s what you need to know: Who are millennials?

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. 80% of insurers responded accurately, yet no consumer electronics manufacturer provided a successful answer.

Social Media 40

Social Media Customer Service 2015 Entertainment 40

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. Customer Service Stats for Social Media. Poor Customer Service Experiences. Millennials Today.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Joe Rawlinson

JULY 8, 2015

Ongoing social engagement. If you’re in ecommerce, to attract Millennials, you simply must be active on all social media platforms, especially those that are based on images, such as Instagram and Pinterest. The communication between consumer and retailer becomes a dialogue – much like a conversation you’d have in store.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging.

Social Media 167

Social Media 2015 Innovation 2014 167

Eptica

SEPTEMBER 10, 2015

Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience?

Customer Service 76

Customer Service 2015 2014 Social Media 76

Comm100

FEBRUARY 19, 2014

Advances in technology over the years have added at least five additional channels to the list – email, web chat, SMS, phone apps and social media. Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel.

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40

Think Customers

JUNE 2, 2015

It's pretty easy to see how pervasive the use of mobile devices has become with consumers. As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Marketing 91

Marketing 2014 2015 Social Media 91

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. .

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

GetFeedback

MAY 9, 2018

A consumer survey by Imprint Plus found that 32.5% Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email. In fact, mobile video viewing has steadily increased year over year, from 125 million views a year in 2014 to a projected 179.4

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

ProProfs Chat

FEBRUARY 13, 2020

Social Media & Customer Loyalty. What Loyal Consumers Want. Consumers are retracting loyalty, or switching loyalty programs faster than even three years ago, with 78% of consumers reporting they are retracting loyalty at a faster pace. billion from 2014 to 2016 alone. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

ReviewTrackers

APRIL 2, 2019

After all, reputation is the key to building public and consumer trust. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. Manage online reviews, social media, and customer feedback.

Banking 90

Banking Management 2012 Social Media 90

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. Our need for Wi-Fi has become so critical that most consumers see it as a basic requirement when interacting with organisations – unfortunately, many businesses do not quite see it that way.

Social Media 84

Social Media 2014 Hotels Entertainment 84

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Through Social Media. Consumer Engagement & Experience. In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 21

Social Media 2014 Customer Service Consumers 21

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 20

Social Media 2014 Customer Service Consumers 20

ijgolding

JUNE 22, 2015

Social media has truly changed our lives in so many ways. It was all made possible due to the power of social media. Last week also saw the UK media rife with stories about fake online customer reviews. I strongly believe that it is vital for consumers to exercise the right to voice their honest opinions online.

Leadership 83

Leadership 2001 Social Media 2014 83

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Research from Ovum/Tyntec with US and German consumers show that it is driving changes in behavior in four key ways : Consumers expect faster answers on mobile channels.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

SEPTEMBER 30, 2015

The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. out of 100 – in January 2013 it was 78.2.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Joe Rawlinson

JULY 25, 2018

If you find yourself and the rest of your team struggling on a daily basis to return emails, phone calls, social media interactions, or chats on your website with customers in a timely manner, then you may want to consider dedicated customer support. Having a social media presence for these matters can be helpful as well.

Social Media 84

Social Media 2017 2014 Poor Customer Service 84

Martin Hill-Wilson

MAY 27, 2015

People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. Nearly all mobile phone users are sending text messages ( 90% in 2014, compared to 70% in 2005). The use of social media has tripled since 2007.

2005 65

2005 2014 2013 2007 65

Win the Customer

JUNE 7, 2016

billion by the year 2018, compared to 2014 when online sales totaled $304.1 When your customers are looking for you, and if your company’s website is not optimized for mobile devices, consumers aren’t going to find your business and they will end up taking their money elsewhere. Simple Returns. How is this linked to your customers?

Customer Expectations 90

Customer Expectations 2014 Social Media 2018 90

Eptica

JANUARY 23, 2019

Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. Email is used by all, especially the young According to Forrester more consumers aged 12-17 use email than Facebook or Snapchat.

2019 62

2019 Social Media 2014 Consumers 62

Eptica

JUNE 14, 2017

Date: Wednesday, June 14, 2017 Why it is time to take a new look at social customer service. Author: Neil Titcomb Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. Published on: June 14, 2017. According to Twitter, over 4.5

Social Media 48

Social Media Customer Service 2017 2011 48

Eptica

OCTOBER 6, 2015

The figures are based on a combination of complaints made to the Citizens Advice Customer Service, the Consumer Futures Extra Help Unit, and to Ombudsman Service. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. billion spent online on Thanksgiving and Black Friday many consumers still took advantage of big discounts, but others opted to leave their shopping until later.

2015 49

2015 E Commerce Customer Experience 2014 49

Win the Customer

JANUARY 13, 2016

According to the Forrester Research Group, almost two billion people worldwide owned a smartphone in 2014. Nearly half of all consumers do their shopping via mobile device at least part of the time, and that number is sure to grow. Social Media Is King. That number is expected to more than double by 2019.

Call Center 85

Call Center Social Media 2013 2014 85

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Author: Michael Cheung All brands should now understand the importance of social media to customer service. However, many companies are still failing to deliver even the most basic levels of customer service via social media.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

Kayako

MARCH 14, 2022

70% of consumers choose companies that deliver excellent customer service. Consumers have wide-open social media platforms to share their experiences in today’s marketplace. A negative experience damages Word of Mouth referrals, but negative social media posts amplify the issue.

Net Promoter Score 62

Net Promoter Score Customer Service Social Media Metrics 62

Win the Customer

DECEMBER 15, 2015

We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. Advanced how-to content.

Customer Experience 72

Customer Experience Call Center Social Media Virtual Agent 72

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). (Source: Brian Manusama, Gartner.com ). Clearly, more Customers want self-service options.

White Paper 160

White Paper 2014 2015 2012 160