InMoment XI

APRIL 3, 2023

In the spirit of sharing insights for those who couldn’t attend or want to revisit my key points, I’m here on the InMoment blog to briefly recap my presentation! In the post below, I’ll cover these three practical, simple, and impactful tips to turn your CX efforts into award-winning programs. You need to do what works for you.

Touchpoint 260

Touchpoint Customer Centricity NPS Feedback 260

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. .

Blog 109

Blog Customer Experience Article Document 109

Provide Support

APRIL 26, 2017

There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Read more.

2003 53

2003 2017 2018 Customer Service Strategies 53

Comm100

SEPTEMBER 28, 2022

Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Read on to learn which live chat KPIs will be most useful to the development of your customer service team so you can optimize your live chat experience.

Measurement 93

Measurement Average Handle Time Metrics Customer Satisfaction 93

GetFeedback

NOVEMBER 30, 2018

Given these expectations, implementing a live chat feature should be a no-brainer for your business. In fact, when implemented correctly, live chat can significantly improve customer experience and a company’s bottom line. Live chat fulfills all of the modern customer’s needs: it’s personal, flexible and quick.

Customer Service 236

Customer Service Customers Presentation 2018 236

InMoment XI

MARCH 27, 2024

This is a valuable source of insight into how your company can deliver experiences that reflect the lives of their customers. Commit to becoming a responsive brand on online review websites: today’s consumers identify the best deals before ever stepping foot in a dealership, with 91% relying on reviews before making a dealer selection.

Automotive 260

Automotive Management Social Media 2024 260

ShepHyken

JULY 5, 2019

Just like any forum, the online world has its own codes, best practices, and of course, language – one that is imperative to know in our digital age. Yes, it enables you to chat across various mediums. You do not need to talk on the phone, live chat, or email with a customer in order to provide good support.

Communication 120

Communication Blog Social Media Feedback 120

GetFeedback

MARCH 25, 2019

Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. Benefits of using a post-chat survey. To reap these benefits, you need a solid post-chat survey that engages customers and provides real insights. . See the example below. .

Net Promoter Score 186

Net Promoter Score Effort Score NPS Reference 186

GetFeedback

MAY 5, 2019

Practically speaking, it’s not enough to offer a warranty. One of the reasons why Apple remains the best option for a large number of customers all around the world is precisely their warranty policy, included in the official Apple Care support system. Use live chat for customer service as an after-sales support system .

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. The implementation of live chat software is an easy task to achieve. – Shep Hyken.

Blog 91

Blog Travel Article Communication 91

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Comm100 Live Chat offers proactive support too.

2024 81

2024 Innovation Customer Service Omnichannel 81

Comm100

MARCH 21, 2023

Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. Live chat software has become increasingly popular within customer service, and for good reason. Chatbots take this self-service to another level.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce. Let’s explore what forms that technology can take.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

SurveySensum

NOVEMBER 22, 2023

Explore these 13 best practices for website feedback surveys. So, let’s explore the different ways you can invite your customers in for a chat: 1. Chat Widgets : Utilize chat widgets to engage customers in real-time conversations. On-Site Feedback Channels Surveys : Implement surveys directly on your website.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

2018 59

2018 Blog B2B 2014 59

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! PeopleMetrics LIVE! Can't attend the live a session? Sign up for more PeopleMetrics LIVE! No problem!

Feedback 118

Feedback CEM E-support Download 118

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. Chiropractor marketing educates people on the benefits of chiropractic treatment and drives awareness of your practice.

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. 20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. You may also be aware that while live chat and instant messenger applications (i.e. Free Live Chat.

Competitive Advantage 111

Competitive Advantage Document Loyalty Sales 111

GetFeedback

MAY 9, 2018

When questions arise, mobile customers should be able to reach your business quickly and easily through the mobile means of their choice (live chat, messengers, texting, FAQs, etc). Allowing them to text you a question or concern means you’re freeing them to go about their busy day without being tied to a chat or a phone conversation.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

ShepHyken

DECEMBER 21, 2018

Implement multiple support channels such as email, live chat , phone etc. Execute customer support channels according to the customer’s choice in order to offer the best assistance possible. To maintain insight into the big picture, it is best to set specific goals for every support executive and inform them about them.

Blog 94

Blog Customer Satisfaction Culture Social Media 94

Comm100

FEBRUARY 15, 2022

If you want your brand to thrive in the modern market , you’ll need to know how to pivot your customer service practices to give your target consumers what they want ASAP. On-demand customer service, whether it’s through online chat or other platforms, is now an expected and staple part of any modern tech company.

Consumers 52

Consumers Blog Customer Service Social Media 52

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Millennials are the first generation who have fully grown up technology literate, practically from birth. – Shep Hyken .

Blog 126

Blog Social Media Mobile Customer Service Innovation 126

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. With a chatbot handling the basic requests, Canadian Blood Services saw that chat lengths increased as human agents could devote more of their attention to complex questions that needed more care and attention.

Customer Service 86

Customer Service ROI Customers Consumers 86

Comm100

SEPTEMBER 6, 2022

After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction.

Customer Satisfaction 87

Customer Satisfaction Average Handle Time Metrics Blog 87

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. The best way to gain this information is through customer engagement. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs.

Customer Engagement 105

Customer Engagement 2022 Engagement Return on Investment 105

ShepHyken

NOVEMBER 30, 2018

The best policies and procedures do not compel agents to say no to certain customers. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation. Goal: Improve Customer Loyalty.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. In fact, 79% of consumers prefer live chat to other options. What is white label live chat?

E Commerce 78

E Commerce E-support Healthcare Sales 78

ShepHyken

NOVEMBER 2, 2017

If they offer live chat try it out, what are their responses like, do they: Take too long. Organizations will place only the testimonials that reflect them in the best light on their website to attract customers. The post Guest Blog: How Your Competitors can Improve Your Customer Service appeared first on Shep Hyken.

Blog 76

Blog Customer Service Social Media Advertising 76

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. Back To CX Accelerator Blog

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

SurveySensum

AUGUST 7, 2023

Dive into our guide for 8 simple yet powerful practices to help you improve your B2B customer experience and set your business apart from the competition. 8 Best Practices for Marketers to Improve B2B Customer Experience Here’re the top 8 practices that you must include to enhance your customer’s experience : 1.

B2B 52

B2B Customer Experience Marketing Customer Centricity 52

ProProfs Chat

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Why Handling Multiple Chats is a Challenge. Previous chat history (if any).

Social Media 94

Social Media Management Blog Definition 94

Comm100

SEPTEMBER 22, 2021

In this article, the second in a series of four, we’ll continue our journey into digital transformation in customer service by looking at the best practices for adopting a digital transformation service strategy. 5 Best Practices to Prepare for Digital Transformation. Collecting Feedback.

Customer Service 63

Customer Service Social Media Leadership Omnichannel 63

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. Introducing a university chatbot is an ideal way to provide self-service to students in a way they’re comfortable accessing it – using a familiar chat interface.

Books 72

Books Download Social Media Financial 72

Lithium

MARCH 5, 2024

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. The company deployed content-sharing best practices to support its goal of delivering a seamless customer experience across its federation.

2024 52

2024 Social Media Roadmap Webinar 52

Comm100

MARCH 25, 2024

When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. San Jose State University automates 55% of chats in 29 departments Learn how SJSU are slashing support volumes and increasing capacity with Comm100 AI Chatbots.

User Experience 97

User Experience Engagement Reference Information 97

ProProfs Chat

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. What is Live Chat?

Communication 82

Communication Social Media Sales Call Center 82

CSM Magazine

DECEMBER 20, 2022

In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses. With so much competition out there, it’s vital to ensure that customers receive the best possible service and have a positive experience. Consistency is key.

Customer Service 72

Customer Service Loyalty Programs Customer Service Representative Call Center 72