Management and Mobile Customer Service

It’s Time for Seamless Mobile Customer Service

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. With mobile purchases on the rise, excellent mobile customer service is becoming more important.

Mobile Customer Service

Mobile Customer Service Customer Service E Commerce E-support

Mobile Customer Service: New Statistics from ICMI

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service

Mobile Customer Service Customer Service Contact Center Customer Service Strategies

Mobile Customer Service: New Statistics from ICMI

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service

Mobile Customer Service Customer Service Contact Center Customer Service Strategies

Webinars

Manual Call Reviews? Theres a Better Way!

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Empowering Your Customer Service Team With More Mobility

Win the Customer

JUNE 5, 2017

But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents. Create a cloud-based project management system.

Customer Service

Customer Service Call Recording Mobile Customer Service Call Center

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

Social Media

Social Media E-support E Commerce ROI

Nailing the Numbers – Your Future Equals Your Customer Experience

Michelli Experience

DECEMBER 6, 2016

Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience. Forrester found that 71% of consumers say that valuing their time is the most important thing a company can do to provide them with good service. .

Customer Experience

Customer Experience Social Media Mobile Customer Service Consulting

Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World

ShepHyken

NOVEMBER 4, 2016

With the availability of smart features like click to call service on apps, millennials prefer to receive instant response to their queries. Real-time Assistance: Providing customer service through live assistance is one of the best ways to glorify your customer experience. Organizations.

Blog

Blog Social Media Mobile Customer Service Innovation

7 Tools for Providing Better Customer Service Support

Joe Rawlinson

APRIL 25, 2018

Basically, you can make a window to any of your services via a mobile app. Customers will love it. In fact, 75% of customers rely on the Internet and their smartphones when they shop. Additionally, 50% of these customers prefer to use a mobile customer service app before any other means at their disposal.

Automatic Callback

Automatic Callback Customer Service Social Media Mobile Customer Service

Monthly Mash and The Omnipresent Customer

Customers That Stick

NOVEMBER 10, 2014

Customer Service ‘Top 10’: Our Best Blogs To Get Your Customer Experience Primed For the Holiday Rush - Compilation post from Disney Institute will help you get your Customer Experience holiday ready. Twenty four tips to make it easier for them.

Omnichannel

Omnichannel 2014 Blog Mobile Customer Service

Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.

Omnichannel

Omnichannel Consumers Brands Contact Center

One in Every Five Mobile Users Actively Seeks Help While Using an App

Natalie Petouhof

FEBRUARY 2, 2016

Of the 284 million users who actively sought help in-app, only seven percent proceeded to file a support ticket after utilizing a specific self-service FAQ provided in-app, thus proving the efficacy of proactive in-app support. Just as other technology is evolving, so too is CRM and customer support. To date, Helpshift has raised $13.2

Mobile Customer Service

Mobile Customer Service Customer Relationship Management Customer Relationships Engagement

16 Statistics Shaping the Future of Customer Service

Tricia Morris

FEBRUARY 19, 2016

Yet 80% of customer service professionals participating in the same report as above say their current customer service systems won’t meet future needs. Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement ). for Customer Service Survey & Report Reveal.

Customer Service

Customer Service 2015 2016 Contact Center

Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.

Omnichannel

Omnichannel Consumers Brands Contact Center

10 Customer Experience Best Practices for all B2B Sales Teams

Kayako

SEPTEMBER 20, 2018

In addition to delivering more general training, creating and implementing a customer service coaching plan will go a long way towards ensuring individual staff members are able to develop and continually improve customer service skills they require. Make Use of Voice of Customer Data.

B2B

B2B Sales Customer Experience Customer Journey Mapping

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

MAY 18, 2015

According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Contact centers are working to address this growing and changing channel use.

Contact Center

Contact Center Customer Service 2015 Virtual Agent

Why email is more important than ever for customer service

Eptica

AUGUST 5, 2016

It is therefore imperative that you have the right platform in place to manage email queries effectively, efficiently and with the understanding that today’s consumers demand. Share this page on: Tweet.

Customer Service

Customer Service Contact Center Average Handle Time 2016

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

JANUARY 19, 2017

For example, brands can employ speech, text and desktop analytics to monitor customer service activities, and use the insights gathered to better train and coach employees. Additionally, analytics allow managers to give more comprehensive feedback so employees are either validated or can course correct quickly.

2017

2017 Customer Satisfaction Brands Contact Center

Cloud-Based Customer Service and Customer Experience: Verint’s Acquisition of Contact Solutions

Natalie Petouhof

FEBRUARY 22, 2016

The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. This will advancing mobile self-service and engagement.

Customer Service

Customer Service Customer Experience Omnichannel Customer Engagement

50+ Customer Experience Statistics for 2020

ProProfs Chat

MAY 6, 2020

This would help you build a seamless experience for your customers. . 79% of Millennials are more willing to buy from brands that have a mobile customer service portal. (Source: Microsoft ) Tweet this. Since customers like convenience, make sure that you provide that to them when they want and how they want.

2020

2020 Customer Experience E Commerce E-support

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more.

Customer Engagement

Customer Engagement Engagement Social Media Omnichannel

75 Must-Know Customer Experience Statistics to Move Your Business Forward in 2022

SmartKarrot

FEBRUARY 16, 2022

In 2022, concentrating on your mobile user experience is essential. 43% of new-age customers get in touch with customer service via mobile devices. 61% of shoppers would not return to a mobile site/app they had trouble accessing. 62% of Gen Zers shop for products online via mobile sites or applications.

2022

2022 Customer Experience E Commerce Social Media

Time-Tested Tips for Handling Tough Contacts

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Mobile Customer Service

Mobile Customer Service Contact Center Call Center Customer Relationships

Time-Tested Tips for Handling Tough Contacts

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How equipped are your agents for those situations when something is going wrong? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language.

Mobile Customer Service

Mobile Customer Service Contact Center Call Center Customer Relationships

GM Leverages AI in Social Customer Care

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care

Customer Care Customer Centricity Customers Brands

GM Leverages AI in Social Customer Care

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care

Customer Care Customer Centricity Customer Expectations Customers

The Channels of Service Organizations Provide

Brad Cleveland Blog

OCTOBER 9, 2013

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …

Management

Management Social Media Mobile Customer Service Contact Center

The Channels of Service Organizations Provide

Brad Cleveland Blog

OCTOBER 9, 2013

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …

Management

Management Social Media Mobile Customer Service Contact Center

Time-Tested Tips for Handling Tough Contacts

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Mobile Customer Service

Mobile Customer Service Contact Center Call Center Customer Relationships

GM Leverages AI in Social Customer Care

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care

Customer Care Customer Centricity Customer Expectations Customers

Staffing for Mobile

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-Channel

Multi-Channel Mobile Customer Service Contact Center Call Center

Forecasting and Staffing for New Channels

Brad Cleveland Blog

APRIL 11, 2014

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. In this example, the organization handles interactions as …

Interaction

Interaction Multi-Channel Mobile Customer Service Contact Center

Forecasting and Staffing for New Channels

Brad Cleveland Blog

APRIL 11, 2014

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. In this example, the organization handles interactions as …

Interaction

Interaction Multi-Channel Mobile Customer Service Contact Center