Michelli Experience

DECEMBER 6, 2016

Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

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 70

Customer Service 2015 2016 Contact Center 70

Joe Rawlinson

APRIL 25, 2018

Other than that, the integration empowers your agents to handle multiple customers at the same time, engage them when they arrive at your website while providing further assistance, and add more to that delightful shopping experience. Basically, you can make a window to any of your services via a mobile app.

Automatic Callback 114

Automatic Callback Customer Service Social Media Mobile Customer Service 114

Natalie Petouhof

FEBRUARY 22, 2016

The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. Cloud-base Voice and Mobile Self-Service.

Customer Service 40

Customer Service Customer Experience Omnichannel Customer Engagement 40

Kayako

SEPTEMBER 20, 2018

To take advantage of social selling, share useful content and engage with customers in a less overtly sales-driven way on Facebook, LinkedIn and Twitter. . Do Not Neglect Mobile Customer Service .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Tricia Morris

MAY 18, 2015

While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Eptica

JUNE 3, 2016

So there is no one size fits all approach to mobile – different use cases drive different channels. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

ProProfs Chat

MAY 6, 2020

Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics. Customer Experience & Retention Statistics. Customer Experience Through Social Media.

2020 66

2020 Customer Experience E Commerce E-support 66

Eptica

AUGUST 5, 2016

Author: Neil Cox Categorie(s): Contact Center Customer Engagement Customer Experience Customer Service Email Management Knowledge Management Linguistics While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service.

Customer Service 49

Customer Service Contact Center Average Handle Time 2016 49

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

2014 40

2014 2015 Customer Experience Retail 40

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.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

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.

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

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.

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

SmartKarrot

FEBRUARY 16, 2022

74% of customers are likely to buy a product based just on a favorable CX. Current customer interactions are 85% AI-powered. Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. 80% of tweets about a brand’s customer service are critical or negative.

2022 10

2022 Customer Experience E Commerce Social Media 10

GetFeedback

MAY 9, 2018

With mobile purchases on the rise, excellent mobile customer service is becoming more important. 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).

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Win the Customer

JUNE 5, 2017

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. Your team should also fully understand the style and manner to engage with customers.

Customer Service 88

Customer Service Call Recording Mobile Customer Service Call Center 88

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42