Kustomer

AUGUST 23, 2021

At the height of COVID-19, e-commerce saw 10 years of growth in just 90 days, with a whopping 84% of consumers moving their shopping online. They need to deal with unprecedented challenges head on if they’re going to continue to effectively attract, interact with, and retain loyal customers. The proof is in the pudding.

Interaction 98

Interaction Brands E Commerce E-support 98

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In short, the customer remembers the peaks, the interactions that stand out, which can include both positive and negative experiences.

Article 67

Article 2022 Customer Service E Commerce 67

InMoment XI

DECEMBER 22, 2022

This article is designed to give you InMoment’s take on what voice of customer examples look like. This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! Step #3: Understand Your Customer Data.

Voice of Customer 558

Voice of Customer Net Promoter Score Social Media Call Center 558

CSM Magazine

MARCH 5, 2024

In this article, we’ll look at how AI and ML are shaking up online shopping and making it better for everyone involved. Key Aspects of E-commerce Changed by AI and ML AI and ML technologies are making big changes in online shopping, spawning numerous e-commerce development solutions.

E Commerce 52

E Commerce E-support Social Media Technology 52

ViiBE Blog

JANUARY 20, 2022

ViiBE Blog 5 creative ways to digitally interact with customers, increase touchpoints, and track satisfaction levels Share this article Contents Share this article Contents Digital interaction with customers is now an essential tool as online business is going through its rebirth. What are customer touchpoints?

Touchpoint 52

Touchpoint Interaction E-support Social Media 52

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions.

Article 99

Article 2019 Customer Service E-support 99

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. E-commerce sales are now projected to reach $7.4 Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Blue Ocean) One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.

2019 92

2019 Article Customer Journey Mapping Customer Service 92

Kustomer

DECEMBER 2, 2021

Live chat is no longer a nice-to-have in e-commerce customer service. The pressure to meet the demands of today’s consumer is higher than ever, with companies scrambling to onboard more agents and deploy chatbots in order to provide quality support at scale. 5 Findings on Human and Chatbot Live Chat Experiences in E-Commerce.

E Commerce 98

E Commerce E-support 2022 Effort Score 98

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Indirect or inferred feedback from analyzing customer interaction data. Text from sales team interactions. . Note interaction channel(s) used.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. However, automation is not designed to replace contact centre staff, but rather support them. Make the Most of Automation.

E-support 136

E-support Omnichannel Competitive Advantage Customer Centricity 136

Solvvy

JUNE 22, 2022

When they search your website for answers or reach out for customer service or support, they want answers now. Furthermore, AI learns from each interaction and follow-up question and constantly refines its responses. You’ve probably noticed that your customers are impatient. Covers the easy answers.

E Commerce 119

E Commerce E-support Banking ROI 119

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . What they did right: Who said B2B brands can’t embrace social media for customer support?

Social Media 125

Social Media Brands Customer Service E Commerce 125

CSM Magazine

JANUARY 22, 2024

However, providing high-quality customer service can be challenging, especially in the era of digital transformation, where customers expect fast, personalized, and seamless interactions across multiple channels. November, 2023 – Siena AI, a San Francisco, CA-based autonomous customer service platform designed for commerce, raised $4.7

Customer Service 52

Customer Service 2023 2024 E Commerce 52

CSM Magazine

APRIL 18, 2024

For example, an e-commerce app can directly integrate chat and video call functions, allowing customers to interact with customer service without leaving the app. Interactive Voice Response (IVR): Create automated voice response systems. Customer Support: Enabling in-app messaging for quick and personalized customer service.

2029 52

2029 E Commerce Healthcare E-support 52

Steve DiGioia

MAY 17, 2021

E nd with a fond farewell and an invitation to return. in this Wall Street Journal article. These are 5 things that companies need to design into their customer service interactions. E mpathy – Acknowledge the impact that the situation has on the customer. .” E ye contact. O pen posture. L ean forward.

Customer Service 136

Customer Service E-support Customers Sales 136

Kustomer

FEBRUARY 11, 2024

Ticketing system Marketing and live chat Automated chatbots Voice support Knowledge base Community forums Advanced data privacy and protection Ticketing System Zendesk’s ticket management system aims to assist customer service teams with three core things: Collect support tickets from multiple channels (email, social media, chat, etc) in one spot.

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

SurveySensum

JANUARY 5, 2024

A fitness app team was analyzing its user interactions. 5 Strategies to Gain VoC Insights from a Knowledge Base Keyword Analysis for Customer’s Language User Behavior Tracking Search Analytics Customer Surveys and Polls Collaboration with Customer Support What to Do with this Feedback?

Insights 52

Insights E Commerce E-support User Experience 52

ViiBE Blog

JUNE 15, 2023

Anna Gorina June 15, 2023 Share this article Contents Share this article Contents Co-browsing vs screen sharing. Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers. ViiBE Blog Screen-sharing vs co-browsing: what to choose for your business?

E-support 52

E-support E Commerce 2021 2023 52

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Call Recording 64

Call Recording E-support Customers Customer Satisfaction 64

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. million metric tonnes of e-waste were generated worldwide, and only a meager 17.4% He talks about how amazing customer experience can be sustainable.

Call Center 58

Call Center E-support E Commerce Travel 58

TechSee

OCTOBER 19, 2021

In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. An additional tried and true tactic used to solve the problem of how to reduce returns in e-commerce is to implement digital onboarding. Restocking Fees. Digital Onboarding. What is digital onboarding?

E Commerce 124

E Commerce White Paper E-support Retail 124

GetFeedback

JANUARY 21, 2020

The idea of AI holds a lot of promises such as savings in cost and time for businesses as well as supporting skilled professionals by effectively executing the mundane routine tasks. AI has already begun to change this bleak interaction. Editor’s note: This article reflects the personal opinions of our guest author. .

E Commerce 195

E Commerce E-support Entertainment Customer Service Representative 195

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

FEBRUARY 21, 2022

The good news is with e-learning it has never been easier to create your own course and keep your customer service agents engaged. SCORM has become the industry standard for e-learning and and there are plenty of tools to help you create your training content easily, such as Captivate, Articulate Storyline, Mochaberry, and more.

E-support 52

E-support Download Interaction Reference 52

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Ability to tag and organize articles. Password reset capabilities.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

GetFeedback

MAY 9, 2018

More likely than not, if you’re reading this article, you’ve probably made online purchases. In fact, it’s estimated that by the end of 2018, mobile purchases will represent 27% of all e-commerce purchases. Offer mobile messaging and SMS support. Create dynamic support content. Ask a single question instead of several.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

ShepHyken

DECEMBER 11, 2020

This week we feature an article from Josh Snider, Product Marketing Manager at Khoros. H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, Read Shep’s latest Forbes article: Don’t Blame The Bot, Blame The Brand.

Customer Care 141

Customer Care E-support Consumers Customer Satisfaction 141

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. The recommended strategy adopted by leading e-Commerce brands is to be proactive and personal with your customer experience. Tip #1: Keep It Conversational.

E Commerce 97

E Commerce 2021 E-support Contact Center 97

Alida

SEPTEMBER 6, 2018

Reports of the industry’s collapse have made business headlines for the past year, with one Business Insider article proclaiming, “The retail apocalypse has descended on America,” while a Bloomberg article claimed retail’s decline is “really just beginning.”. The retail apocalypse may just have to wait. between 2017 and 2022.

Retail 243

Retail E Commerce 2017 E-support 243

Joe Rawlinson

MAY 29, 2019

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given. But what can be done? But what can be done? Revamp Your Email Marketing Strategy.

E Commerce 102

E Commerce Sales E-support Retail 102

Kustomer

OCTOBER 23, 2020

Since the dawn of the computer age, engineers and designers have had to consider how humans can, and should, interact with new technology. They designed and implemented interfaces that altered our mental models for exchanging information; we had to learn novel symbols, workflows, and behaviors in order to interact with these new platforms.

E Commerce 88

E Commerce E-support Interaction Communication 88

Totango

MARCH 16, 2021

In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. Engagement: prospects interact with a brand’s website and become freemium users. Escalation: customers seek support to remove obstacles preventing them from deriving value from their purchase.

B2C 117

B2C B2B Customer Journey Customer Journey Mapping 117

BirdEye

SEPTEMBER 11, 2023

AI-driven customer experience models employ artificial intelligence technologies to help businesses provide personalized, seamless, efficient, and improved customer interactions. Many businesses have also begun incorporating generative AI technologies such as Chat-GPT, Dall-E, Midjourney, or Bard into their processes.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. In a transactional customer relationship, the customer and company interact on a one-time or short-term basis.

Customer Service 76

Customer Service E Commerce Rewards Programs Customer Relationships 76

Kustomer

JUNE 30, 2022

Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. What Is Proactive Customer Support? Customer support is no longer a “nice-to-have” feature. Through a shift in mindset toward a more proactive support strategy.

E-support 95

E-support E Commerce Social Media Loyalty 95

Kustomer

FEBRUARY 6, 2024

If you’re a CX leader running an enterprise-level organization, you need help desk software that goes beyond just automating basic support processes and managing tickets. SMB SMB help desk software is designed for smaller businesses with one focus – efficiently handling support requests.

2024 98

2024 Multi-Channel Omnichannel E-support 98