It’s Time for Seamless Mobile Customer Service
GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
The push for mobile customer service
Eptica
NOVEMBER 30, 2016
Date: Wednesday, November 30, 2016 The push for mobile customer service. The rise of mobile is driving customer service change in five key ways: 1. Connected experience Consumers may have their smartphones always to hand, but that doesn’t mean that the customer journey is simple or straightforward.
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The Trouble with Mobile Customer Service Apps
Uniphore
SEPTEMBER 11, 2017
The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More.
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
Brad Cleveland Blog
DECEMBER 22, 2015
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right
Brad Cleveland Blog
DECEMBER 22, 2015
The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
Brad Cleveland Blog
DECEMBER 22, 2015
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
Mobile Customer Service: New Statistics from ICMI
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
Mobile Customer Service: New Statistics from ICMI
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
CheapOair Humanizes Technology with In-App Customer Service
Think Customers
MARCH 11, 2015
However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Customer Experience Customer Service Mobile Marketing customer experience customer service customer support mobile apps mobile customer service travel'
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Four Best Practices in Mobile Customer Service
Brad Cleveland Blog
APRIL 23, 2014
It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.
Four Best Practices in Mobile Customer Service
Brad Cleveland Blog
APRIL 23, 2014
It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.
Monthly Mash and The Omnipresent Customer
Customers That Stick
NOVEMBER 10, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging. VOLUME 36: October 2014. ” Plus a great way to act on it.
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Shaping Your Mobile Customer Service Strategy
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
Shaping Your Mobile Customer Service Strategy
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
Nailing the Numbers – Your Future Equals Your Customer Experience
Michelli Experience
DECEMBER 6, 2016
I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience.
Mobile Tools for Better Customer Experience
Bold360
APRIL 20, 2016
With the whole world going mobile, and omni channel retail solutions being all the rage, it?s s important for businesses to cater to every aspect of a customer?s s mobile experience. With that in mind, we?ve
7 Tools for Providing Better Customer Service Support
Joe Rawlinson
APRIL 25, 2018
Companies are always looking for new ways to streamline their customer support department efforts. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. Live support chat tool provides amazing opportunities for your customer support agents.
10 Customer Experience Best Practices for all B2B Sales Teams
Kayako
SEPTEMBER 20, 2018
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Make Customer Experience a Priority .
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Free Webinar: Meeting Consumer Demands for Frictionless Mobile Support
CSM Magazine
NOVEMBER 17, 2020
Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’. In the age of digitalization, loyalty is fleeting – Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences.
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Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World
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. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.
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Wanted: Customer Service Change Agents for Contact Centers
Tricia Morris
MAY 18, 2015
Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.
50+ Customer Experience Statistics for 2020
ProProfs Chat
MAY 6, 2020
Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Helps you bring in new customers via word-of-mouth publicity.
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16 Statistics Shaping the Future of Customer Service
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 in a mobile-first world
Eptica
JUNE 3, 2016
Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. This shift to a mobile first world has a big impact on the customer experience and customer service.
New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017
Calabrio
JANUARY 19, 2017
At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.
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59 Customers Not Impressed With Black Friday and Cyber Monday Customer Experience
CSM Magazine
DECEMBER 2, 2015
billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. Despite record UK sales of £1.1 37% of Britons are unhappy with the experience in store, with 27%.
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Dr. Natalie’s Research Agenda and Published Research
Natalie Petouhof
MAY 27, 2016
The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • Customer Experience IOT in the Automotive Industry-Upcoming. **.
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Cloud-Based Customer Service and Customer Experience: Verint’s Acquisition of Contact Solutions
Natalie Petouhof
FEBRUARY 22, 2016
Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions and Verint will increase the value proposition that customers of both companies receive.
One in Every Five Mobile Users Actively Seeks Help While Using an App
Natalie Petouhof
FEBRUARY 2, 2016
Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift, a mobile support platform revealed new proprietary data that showed: One in every five mobile users actively seeks help within the apps they use.
Why email is more important than ever for customer service
Eptica
AUGUST 5, 2016
Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Published on: August 19, 2016.
How’s Your Mobile Customer Support?
Brad Cleveland Blog
FEBRUARY 24, 2015
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
How’s Your Mobile Customer Support?
Brad Cleveland Blog
FEBRUARY 24, 2015
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
Is Mobile a Channel or a Strategy?
Brad Cleveland Blog
JANUARY 3, 2014
As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.
Is Mobile a Channel or a Strategy?
Brad Cleveland Blog
JANUARY 3, 2014
As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.
GM Leverages AI in Social Customer Care
Brad Cleveland Blog
JANUARY 8, 2020
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.
GM Leverages AI in Social Customer Care
Brad Cleveland Blog
JANUARY 8, 2020
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.
GM Leverages AI in Social Customer Care
Brad Cleveland Blog
JANUARY 8, 2020
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.
75 Must-Know Customer Experience Statistics to Move Your Business Forward in 2022
SmartKarrot
FEBRUARY 16, 2022
Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers. higher order value.
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It’s Time for Seamless Mobile Customer Service
GetFeedback
MAY 9, 2018
This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. Online customers are shopping on their mobiles more than ever. First things first.
Mobile Customer Support
Brad Cleveland Blog
AUGUST 2, 2016
The post Mobile Customer Support appeared first on Brad Cleveland.
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Developing a Mobile Customer Access Strategy
Brad Cleveland Blog
FEBRUARY 16, 2016
The post Developing a Mobile Customer Access Strategy appeared first on Brad Cleveland.
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Empowering Your Customer Service Team With More Mobility
Win the Customer
JUNE 5, 2017
But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents. Keep your mobile team highly engaged with ongoing virtual meetings.
5 Top Customer Service Articles For the Week of December 19, 2016
ShepHyken
DECEMBER 19, 2016
Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. CX Strategies: 48 Experts Reveal the Single Most Effective Way Companies Can Improve the Customer Experience by Angela Stringfellow. (NG That’s 48 ideas.
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Time-Tested Tips for Handling Tough Contacts
Brad Cleveland Blog
JANUARY 16, 2020
When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …
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