ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Reactive Social Customer Service.

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Social Media Customer Service Marketing Airlines 87

Tricia Morris

AUGUST 11, 2015

Going further down the customer-centric path, just 14% analyze social media to understand public attitudes; only 15% use a CRM system; 32% prioritize improvements to high-impact customer interactions and only 15% align employee incentives with customer-centric service.

Government 81

Government Customer Service White Paper 2015 81

Qualtrics

MAY 22, 2019

This is integral to their overall experience management strategy, and ensuring customers are satisfied at each step of the journey. In this article, we’ll look at some of the best examples of customer care on social media, so you can understand how to provide the best care to your customers. Mitsubishi.

Social Media 40

Social Media White Paper Entertainment Brands 40

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Article 48

Article Customer Experience 2009 White Paper 48

TechSee

DECEMBER 12, 2017

Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat. Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. Rise of video engagement.

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Omnichannel White Paper Contact Center Touchpoint 143

Comm100

APRIL 6, 2020

But what does ‘omnichannel customer engagement’ even mean? Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. Free Download: Customer Engagement 2020 White Paper.

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Omnichannel Customer Engagement Engagement White Paper 52

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. White Paper. Download Now.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Your Business Partners.

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White Paper B2C Social Media E-support 64

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Free Download: Never Miss a VIP White Paper.

White Paper 40

White Paper B2C Social Media E-support 40

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Have Customers Switch Channels. Takeaway: Be careful what you hashtag. Forget to Watch out for Trolls, Hackers, and Rogue Employees. Download Now.

Social Media 59

Social Media Customer Service White Paper Airlines 59

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

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Social Media Customer Service Strategies Customer Service Download 46

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Mike Iacobucci, Interactions CEO. We asked our Interactions experts to share their predictions. Read our white paper to learn more. Read our blog to see how.

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2022 Customer Experience White Paper Contact Center 71

Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

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Social Media Customer Service Download Customer Care 49