BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Check the article out here if you’re looking to expand and innovate within your CX strategy. Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

ShepHyken

AUGUST 16, 2021

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. is a multi-billion dollar industry, one that’s growing all the time. Here’s an article that includes four ways you can do exactly that.

2021 98

2021 Article Customer Service Social Media 98

ShepHyken

OCTOBER 9, 2020

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. Consider this: a recent Harvard Business Review survey of 46,000 shoppers found that only 7% shopped exclusively online, 20% were store-only shoppers, while 73% moved across multiple channels. What does that mean exactly?

Retail 144

Retail Customer Experience Multi-Channel Omnichannel 144

Beyond Philosophy

SEPTEMBER 22, 2015

In a recent article, “ 3 Ways to Use Mobile To Your Advantage,” I discuss how Macy’s, Dick’s, and Taco Bell have embraced mobile Omni-channel approaches in unique ways to take their relationships with their Customers on-the-go to a new level. Hilton is a fan of accessibility and a multi-channel approach.

Multi-Channel 167

Multi-Channel Call Center 2015 Customers 167

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels. Contact centers play a significant role in customer experience management.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

DECEMBER 10, 2024

It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 24, 2023

This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics? Each of these interactions leaves behind a trail of data. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

CSM Magazine

JULY 21, 2021

This channel has quickly become a crucial part of the customer service function for businesses already utilising this tool. To truly engage with consumers, it is important brands use the right channel for the message they are wanting to send. Chatting the right way. Consumer benefits.

Multi-Channel 59

Multi-Channel Customer Service Telecommunications Consumers 59

ShepHyken

NOVEMBER 22, 2019

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . In fact, according to an article published in The Washington Post , “[…]in general, we tend to notice the negative more than the positive.”. You can find him on LinkedIn.

Blog 148

Blog Exceptional Customer Service Multi-Channel Communication 148

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. According to a Harvard Business Review article reducing customer effort increases the likelihood of a customer repurchasing by 94% and their likelihood of increasing spending by 88%. High scores mean youre on the right track. Low scores?

Measurement 115

Measurement Effort Score Multi-Channel Net Promoter Score 115

ShepHyken

JULY 3, 2020

This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. Create a Multi-channel Strategy. Gone are the days where the only way is to have one communication channel to reach you. You cannot limit your customers to one channel. They also have followers and brand advocates.

E Commerce 94

E Commerce E-support Multi-Channel Customer Service 94

ShepHyken

SEPTEMBER 9, 2022

This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years.

Multi-Channel 80

Multi-Channel Marketing Social Media Sales 80

Gainsight

AUGUST 24, 2020

Define a multi-channel tech-touch program (in-product + other channels) and map to a timeline . When driving tech-touch programs, taking a comprehensive, multi-channel approach (both in-product and beyond) to drive onboarding adoption is the most effective form of messaging. . Define the channels .

Multi-Channel 105

Multi-Channel Webinar Effort Score Metrics 105

Beyond Philosophy

OCTOBER 12, 2017

Per Deloitte’s Millennial Survey 2017 , 76% of Millennials say business has a positive impact on the world, but they also think business could do more , particularly at the multi-national level. If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty.

Fashion 130

Fashion Retail Multi-Channel 2017 130

Help Scout

MAY 18, 2021

Not only can live chat offer the same immediacy, it’s also less resource-intensive — and it’s the preferred support channel for many. Further, chat tends to have the highest levels of customer satisfaction of any support channel at 73% – versus 61% for email and 44% for phone. SnapEngage Best live chat tool for multi-channel chat.

Multi-Channel 116

Multi-Channel Document Customers Social Media 116

Playvox

DECEMBER 15, 2022

It’s much more common that we see contact centers incorporating digital channels like live chat, email, ticketing, and social media. Many have shifted so that digital channels make up the bulk of their customer contacts. We have even seen some companies that don’t offer a voice channel as an option at all.

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72

TechSee

SEPTEMBER 9, 2020

They want to communicate on their preferred channels, receiving personalized content and proactive services. The last thing they want to do is read a complex article, especially if they’re using a small screen. Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients.

Management 145

Management Multi-Channel Contact Center Webinar 145

Beyond Philosophy

JULY 6, 2016

However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment. Also, while you can’t use customer data the same way as you can in the West, you can use other channels to great effect, particularly email.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. You can add as many articles, guides, manuals, and FAQs as needed.

Multi-Channel 82

Multi-Channel Social Media Interaction Metrics 82

Magellan Solutions

SEPTEMBER 14, 2023

This article will explore strategies for maximizing customer engagement. For one, inbound support services simplify communication channels. Providing Multi-Channel Support Options Clients can engage through their preferred communication method, which maximizes convenience and engagement.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

Optimove

JANUARY 24, 2024

This article delivers practical insights for swift implementation, ensuring marketers are equipped to elevate their marketing game. In this article, discover the key differences between a journey orchestration approach and a traditional campaign approach, and uncover the mutual benefits it brings to brands and their customers.

Customer Journey 72

Customer Journey Multi-Channel Marketing Touchpoint 72

Retently

DECEMBER 20, 2018

This article covers features that only Retently has, at the time of this writing. This article covers a list of unique features offered by Retently, compared to other established competitors in the SMB and mid-market, as Wootric , Promoter.io , Delighted , AskNicely and Satismeter. Multi-language surveys. NPS campaign.

NPS 80

NPS Multi-Channel Feedback Article 80

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Message bots to enable round-the-clock, multi-purpose customer service. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Technology 107

Technology Blog Customer Experience Social Media 107

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com. Customer experience is constantly changing and evolving.

Multi-Channel 86

Multi-Channel Contact Center Customer Journey 2022 86

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Is communication, and are marketing efforts, omni-channel, micro-segmented and even personalized? In his 2010 book, Marketing 3.0:

Financial 144

Financial White Paper Books Airlines 144

BirdEye

FEBRUARY 21, 2023

About social media accounts Social media accounts are digital channels where companies create and publish content online for the purpose of connecting with their target audience. As a result, its large user base gives local businesses a tremendous amount of potential customers to share their social media posts and ads with.

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

DECEMBER 7, 2021

Yet, many businesses still use landline phones as their main contact number, so how can you bridge the gap and meet your customers on their preferred channel? In this article, you’ll learn how you can text from your landline to mobile phones and meet your customers on their preferred channel. With texting from your landline.

Multi-Channel 98

Multi-Channel Wireless 2003 Social Media 98

ProProfs Chat

FEBRUARY 7, 2020

Keeping in touch with your customers has become harder, given the fact that you have to keep track of multiple channels at the same time. . This is strong evidence as to why you need to channelize your efforts towards creating excellent experiences for customers. . Multi-Channel Servicing Is Paramount.

Multi-Channel 106

Multi-Channel Customers Social Media Definition 106

ReviewTrackers

SEPTEMBER 23, 2021

In a QSR Magazine article, Curbside CEO Jaron Waldman said that curbside pickup – when paired with mobile ordering – increased customer loyalty and satisfaction. Thanks to digital channels, there are now multiple ways – such as curbside pickup and deliveries – to literally consume the food produced at most restaurants.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

Comm100

OCTOBER 17, 2023

This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs. Kayako Kayako is a cloud-based customer support platform that offers a unified view of customer conversations across multiple channels.

Customer Service 95

Customer Service Multi-Channel Omnichannel Social Media 95

BirdEye

SEPTEMBER 9, 2024

A well-crafted YouTube channel can help your business improve brand awareness, reach a larger audience, and generate higher traffic to your website. Your team must know how to promote your YouTube channel to truly harness the power of the platform. That is why we have put together a complete guide to promoting your YouTube channel.

Social Media 105

Social Media Multi-Channel Demo Healthcare 105

Thematic

NOVEMBER 18, 2024

In this article we’ll walk you through everything you need to know about using AI-powered sentiment analysis in your business. You can get a snapshot of sentiment across many channels at the same time. Monitor your brand reputation on social media and news channels.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

Totango

APRIL 5, 2022

Delivering your survey through multiple channels, such as your website and email list. Multi-channel delivery capability:Which media does your software allow you to deliver your survey through? The post Six Best NPS Software Solutions for 2022 appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

NPS 108

NPS 2022 Net Promoter Score Multi-Channel 108

CSM Magazine

FEBRUARY 4, 2025

Build a Multi-Channel Support Strategy Each generation has its favored communication channels. Ensure consistency across all channels. Ask for preferences about service channels, communication styles, and products. No one wants to repeat the same issue multiple times.

Customer Service 64

Customer Service Social Media Multi-Channel Customer Service Strategies 64

Oracle

AUGUST 19, 2020

Chatbots empower customers to take action on their own terms and in their preferred support channels, without the need for a live agent. Retail Innovation #7: Multi-channel shopping options. ” Alex O’Leary, Account Executive, The Guyer Group. ” Bernard May, CEO, National Positions.

Retail 85

Retail Innovation Virtual Agent Loyalty Programs 85

BirdEye

AUGUST 21, 2024

In this article, we’ll delve into the benefits of a retail marketing platform and provide guidance on selecting the right one for your business. A unified retail marketing software allows multi-location businesses to centralize their marketing operations and gain a comprehensive view of customer experience management.

Retail 59

Retail Sales Multi-Channel Social Media 59

BirdEye

SEPTEMBER 11, 2023

This is especially true for multi-location businesses catering to local customers. Today, customers use four or more channels to interact with brands – texts, emails, social media messages, website chatbots, and booking apps. These include channels like SMS, surveys, reviews, website chatbots, and social media message inboxes.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114