Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

2022 98

2022 Customer Service E Commerce E-support 98

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! This is reactive customer service.

2016 69

2016 Article Customer Service Social Media 69

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. out of 100 (up 0.5

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. This requires a new mindset in many companies as they realize that achieving customer service success is a journey, rather than a box that can be ticked. Share this page on: Tweet.

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

Tricia Morris

JULY 25, 2016

Delighting customers is not the key to consistently satisfying customer service. Two, if you do it consistently, it stops being delightful and starts being an expectation. But customers don’t expect (or evenly necessarily want) to be delighted every time they engage for customer service.

Poor Customer Service 45

Poor Customer Service Consumers Customer Service Brands 45

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. Author: Chris Eideh Providing customer service through social media has multiple advantages for both consumers and companies. Done well, social customer service also benefits brands.

Insurance 68

Insurance Net Promoter Score Customer Service Social Media 68

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Is it stopping the customer from buying? Analyzing the language used within a digital interaction provides the ability to triage effectively and save the most at risk customers.

Customer Service 71

Customer Service Contact Center Social Media 2016 71

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries?

Customer Service 75

Customer Service Multi-Channel 2016 Consumers 75

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Author: Guest author: Chris Measures When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel.

Customer Service 70

Customer Service Social Media 2016 B2C 70

Tricia Morris

SEPTEMBER 2, 2016

Love it or leave it, brands and organizations just can’t shake customer expectations for social customer service, and from Microsoft’s 2016 State of Global Customer Service Report responses, it looks like those expectations are only set to grow as time goes on and a next generation of customers comes of age.

Social Media 70

Social Media Customer Service 2016 Entertainment 70

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Break down barriers between channels Many companies have added new customer service channels on an ad hoc basis, with different teams and systems responsible for them.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Break down barriers between channels Many companies have added new customer service channels on an ad hoc basis, with different teams and systems responsible for them.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. Use mobile capabilities Mobile devices offer brands a range of new ways to interact with consumers.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

CSM Magazine

AUGUST 24, 2021

For instance, customer service teams with a more traditional approach are now at risk of disruption. So, how do brands best manage their customer service teams in a disruptive and unforeseen event such as the pingdemic? Meeting Changing Expectations. The Future Is Flexible.

Transportation 96

Transportation Events Hospitality 2016 96

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Author: Neil Cox Social media has fundamentally changed the relationship between customers and brands , providing consumers with a mouthpiece to share their feedback with people across the world.

Customer Service 50

Customer Service Social Media 2016 B2C 50

Tricia Morris

MARCH 28, 2016

And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer experience that means the difference between buy, buy, buy and bye, bye, bye. For customers, expectations are up.

Retail 58

Retail Customer Service Omnichannel Call Center 58

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. I think it comes down to four areas: 1.

Hotels 56

Hotels Customer Service Social Media Travel 56

Clarabridge

NOVEMBER 15, 2016

The idea of customer expectations is something many of us would likely say we understand. As customers, we know the difference between a good experience and a bad one. It makes sense that a good experience is one that lives up to your expectations. Customer service calls are a weak spot for UK brands.

Customer Experience 91

Customer Experience Social Media Call Center 2016 91

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. Is it about the least expensive service? Thus, they can represent it better to your customers.

Customer Service 52

Customer Service Call Center 2008 2014 52

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. This gives a faster, more comprehensive and efficient service.

Customer Service 49

Customer Service Contact Center Social Media 2016 49

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers.

Engagement 52

Engagement Customer Service Social Media Contact Center 52

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Customer Service 81

Customer Service Social Media Call Center 2016 81

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. What will brands’ biggest concerns be in 2018? What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

2018 40

2018 Customer Service Contact Center Omnichannel 40

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 74

Contact Center Customer Service Document 2016 74

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 45

Brands Hotels Magazine Leadership 45

ShepHyken

JULY 12, 2016

Tricia Morris On What’s Changing In Customer Service. Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service. Tricia Morris.

2016 76

2016 Customer Expectations Customer Service Brands 76

Kayako

JULY 4, 2016

When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed. Why are we doing this?

Customer Service 65

Customer Service Multi-Channel 2016 Webinar 65

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Kayako

OCTOBER 11, 2017

Adding live chat for customer service was supposed to solve all your service challenges. It would allow your staff to delight customers with quick, frictionless support. For most Customer Support Managers, that hasn’t happened yet. Improving the customer experience should clearly be priority number one.

Customer Service 54

Customer Service User Experience 2016 Consumers 54

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

2016 50

2016 Wireless Social Media Contact Center 50