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. Articles

Mobile Customer Service 150

Mobile Customer Service 2018 Customer Service Article 150

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. And they are using it for buying as well as researching products and services – last Christmas Amazon reported that 70% of its customers shopped through a mobile device , while half of Walmart’s orders between Thanksgiving and December 1 were via mobile. The rise of mobile is driving customer service change in five key ways: 1.

Mobile Customer Service 64

Mobile Customer Service 2016 Social Media Consumers 64

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. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. Online customers are shopping on their mobiles more than ever. Optimize your website for mobile.

Mobile Customer Service 163

Mobile Customer Service 2018 E Commerce 2014 163

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. Jacada Blog

Mobile Customer Service 43

Mobile Customer Service 2017 Customer Service Customers 43

Brad Cleveland

APRIL 23, 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. The following are important aspects of strategy and planning when building out mobile services and support: 1.

2014 20

2014 Mobile Customer Service Customer Expectations Communication 20

Brad Cleveland

APRIL 23, 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. The following are important aspects of strategy and planning when building out mobile services and support: 1.

2014 20

2014 Mobile Customer Service Customer Expectations Communication 20

Brad Cleveland

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. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategy

2014 20

2014 Mobile Customer Service Customer Service Strategies Customer Expectations 20

Brad Cleveland

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).

Telecommunications 21

Telecommunications 2015 Mobile Customer Service Multi-Channel 21

Brad Cleveland

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).

Telecommunications 20

Telecommunications 2015 Mobile Customer Service Multi-Channel 20

Brad Cleveland

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.

2013 20

2013 Customer Service Strategies Mobile Customer Service Customer Expectations 20

Brad Cleveland

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.

2013 20

2013 Customer Service Strategies Mobile Customer Service Customer Expectations 20

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. Their expectation from any particular service remains high; be it a home. Moreover, digitalization has set high standards of delivering exceptional customer service.

2016 98

2016 Blog Social Media Innovation 98

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. He’s come out with an article that identifies five technologies that, for some businesses, are “table stakes” if they want to remain competitive in the marketplace and relevant to their customers. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral.

2016 73

2016 Article Social Media Customer Service 73

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. billion mobile devices polled, 20% percent actively sought help. Just as other technology is evolving, so too is CRM and customer support.

2016 43

2016 Customer Relationship Management Customer Relationships Engagement 43

Brad Cleveland

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 Centricity 26

Customer Centricity Customer Care Customer Expectations Brands 26

Brad Cleveland

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?

2020 28

2020 Contact Center Call Center Customer Relationships 28

Brad Cleveland

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 Centricity 20

Customer Centricity Customer Expectations Customer Care Brands 20

Brad Cleveland

AUGUST 2, 2016

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service

2016 24

2016 Mobile Customer Service Contact Center Customers 24

Brad Cleveland

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”?) As writing … Call Center Contact Center Customer Experience Customer Relationships Customer Service Organization and Culture Brad Cleveland Call Center Management On Fast Forward Contact Center Management on Fast Forward customer experience customer relationships mobile customer service

2020 20

2020 Contact Center Call Center Customer Relationships 20

Brad Cleveland

FEBRUARY 16, 2016

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy leadership mobile customer service

2016 24

2016 Mobile Customer Service Contact Center Call Center 24

Brad Cleveland

JUNE 18, 2014

Call Center Contact Center Customer Experience Customer Service Leadership Mobile Videos customer experience mobile customer service

2014 20

2014 Mobile Customer Service Contact Center Call Center 20

Brad Cleveland

JUNE 18, 2014

Call Center Contact Center Customer Experience Customer Service Leadership Mobile Videos customer experience mobile customer service

2014 20

2014 Mobile Customer Service Contact Center Call Center 20

Brad Cleveland

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. It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannel

2014 20

2014 Social Media Definition Mobile Customer Service 20

Brad Cleveland

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. It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannel

2014 20

2014 Social Media Definition Mobile Customer Service 20

Brad Cleveland

JANUARY 26, 2016

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Videos Workforce Management Brad Cleveland customer access strategy customer experience customer relationships mobile customer service multichannel ominchannel workforce management

2016 23

2016 Multi-Channel Customer Relationships Mobile Customer Service 23

Brad Cleveland

FEBRUARY 5, 2015

Call Center Contact Center Customer Service Mobile Videos Workforce Management Brad Cleveland mobile customer service workforce management

2015 21

2015 Mobile Customer Service Contact Center Call Center 21

Brad Cleveland

AUGUST 2, 2016

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service

2016 20

2016 Mobile Customer Service Contact Center Customers 20

1 to 1

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

2015 30

2015 Books Technology Customer Service 30

Brad Cleveland

FEBRUARY 5, 2015

Call Center Contact Center Customer Service Mobile Videos Workforce Management Brad Cleveland mobile customer service workforce management

2015 20

2015 Mobile Customer Service Contact Center Call Center 20

Brad Cleveland

FEBRUARY 16, 2016

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy leadership mobile customer service

2016 20

2016 Mobile Customer Service Contact Center Call Center 20

Brad Cleveland

JANUARY 26, 2016

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Videos Workforce Management Brad Cleveland customer access strategy customer experience customer relationships mobile customer service multichannel ominchannel workforce management

2016 20

2016 Multi-Channel Customer Relationships Mobile Customer Service 20

Brad Cleveland

FEBRUARY 25, 2014

Call Center Contact Center Customer Experience Customer Relationships Customer Service Mobile Social Media Videos Brad Cleveland customer experience customer relationships mobile customer service

2014 20

2014 Customer Service Social Media Customer Relationships 20

Brad Cleveland

FEBRUARY 25, 2014

Call Center Contact Center Customer Experience Customer Relationships Customer Service Mobile Social Media Videos Brad Cleveland customer experience customer relationships mobile customer service

2014 20

2014 Customer Service Social Media Customer Relationships 20

Brad Cleveland

JANUARY 20, 2015

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy mobile customer service strategy

Contact Center 20

Contact Center 2015 Multi-Channel Mobile Customer Service 20

Brad Cleveland

JANUARY 20, 2015

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy mobile customer service strategy

Contact Center 20

Contact Center 2015 Multi-Channel Mobile Customer Service 20