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

Eptica

JANUARY 8, 2016

Online is critical to research and buying Not only were ecommerce revenues up, but consumers are increasingly using the web and social media to research their present buying. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Experience 2014 49

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

Eptica

AUGUST 19, 2015

& 61% of agents within the Eptica study said they found it hard to understand the vocabulary and language that consumers used on digital channels such as email and social media. Providing this is not always straightforward for agents.& Share this page on: Tweet.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Eptica

JANUARY 6, 2016

How to handle customer service complaints on social media Social media has provided a powerful new channel for consumers to interact with – and complain about – brands. Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. Read the full post here.

2015 50

2015 Customer Experience 2016 Social Media 50

Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Comm100

JANUARY 14, 2016

Social Media Is a Powerful Support Platform. Despite all of the hype that has surrounded social media giants such as Facebook and Twitter, companies have been slow to adopt these platforms for customer service and sales support. Of course, one of those channels is social media.

2016 0

2016 Customer Service Social Media 2015 0

Magellan Solutions

MARCH 3, 2021

As well as Big Data, Internet of Things (IoT), Cloud, Social Media, and mobility. Businesses prefer call center outsourcing Philippines because of the Filipino neutral accent. In 2014, 70% of India’s voice-based services transferred in the Philippines. In particular, customer service support. Data Analytics.

Telecommunications 52

Telecommunications Call Center Healthcare 2021 52

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Move beyond calculating metrics to deriving deep meaning from the natural conversations customers are having through open-ended comments, social media channels, contact centers, video, voice and even images. .

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. This is where your contact center strategy plays a crucial role.

Banking 74

Banking Contact Center Financial 2014 74

Talkdesk

MAY 14, 2019

Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. AWT can be measured globally across the contact center, by ring group, agent or phone number.

Call Center 61

Call Center E Commerce Average Handle Time Contact Center 61

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

2014 49

2014 Connections Leadership Customer Journey 49

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

2014 26

2014 2015 Retail Sales 26

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. Customer Service Stats for Social Media.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

2014 20

2014 2015 Advertising Retail 20

SurveySensum

JULY 14, 2020

He has been featured in The Economist, Social Media Today, Computerworld, BizTech Magazine, and many others and has contributed to books on Customer Service, Social Media, and IT Change Management. He founded Heart of the Customer in 2014 to help companies of all sizes increase customer engagement.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Avaya

APRIL 3, 2017

In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. The average consumer today uses a combination of the above channels to engage with his or her favorite brands. The Entire Organization Contributes to the CX.

Contact Center 57

Contact Center Customer Journey Mapping Customer Journey 2014 57

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Adam Toporek. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Adam Toporek. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. For consumers looking for a response to their queries, the best option is to turn to social media.

Brands 50

Brands Social Media 2016 2015 50

Eptica

DECEMBER 11, 2015

In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Essentially this means that both of these channels have more unhappy than happy customers using them – hardly likely to drive repeat business or positive comments on social media.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. Its Car Connect app controls everything about the digitally connected cars, from navigation and real-time traffic to music and social media updates.

2019 82

2019 Customer Experience Insurance Retail 82

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

2018 40

2018 2017 Customer Service Social Media 40

Comm100

FEBRUARY 6, 2018

Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Astute Solutions.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42