Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care. Read more.

Customer Care 89

Customer Care Social Media 2003 2015 89

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. Customer Service Maturity Yields Measurable Gains.

Wireless 89

Wireless Customer Service 2015 2016 89

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 106

Social Media Customer Service 2014 2015 106

Tricia Morris

AUGUST 11, 2015

According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4 A big reason is because they’re not listening to and acting upon what their customers want or need.

Government 81

Government Customer Service White Paper 2015 81

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center. Small Change Can Make a Difference.

White Paper 85

White Paper Engagement Customer Service 2015 85

Experience Investigators by 360Connext

APRIL 30, 2015

Our Microinteraction of the Month comes from Stan Phelps of 9INCH Marketing who captured a rather unfortunate microinteraction that might offend customers. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand.

Brands 266

Brands 2013 2014 Retail 266

Tricia Morris

SEPTEMBER 25, 2015

This year, nTelos Wireless showed its continued focus on the customer by making a major investment in delivering the best value and customer service experience, no matter what channel the customer prefers – and a big consideration in its investment was valuing their customers’ time. .

Wireless 72

Wireless Customer Service 2015 Telecommunications 72

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

TechSee

JANUARY 29, 2019

Visual engagement is the key to an optimal customer experience, and computer vision is well positioned to take visual engagement to the next level using the power of automation. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service.

E Commerce 164

E Commerce E-support Sales Fashion 164

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Blog 88

Blog Customer Service 2015 Workshop 88

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Blog 94

Blog Customer Service 2015 Connections 94

Clarabridge

AUGUST 28, 2015

If this is still a mystery to you, you will quickly understand when you need to provide customer service. As a type of self-service customer care , direct your community to it with helpful links. In any customer service environment, flexibility is key. Customer care team, at your service!”).

Customer Service 75

Customer Service Social Media Customer Care 2015 75

TechSee

APRIL 10, 2019

The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Visual engagement means the use of a visual communication channel – live video, recorded video, photo stream or photo chat messaging – by a customer service organization in order to facilitate issue resolution. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Provide Support

AUGUST 18, 2015

Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction. How can you ensure that your customer service is swift and easily available? Of course, multi-channel customer service is still important. Human contact.

Customer Satisfaction 88

Customer Satisfaction Customer Service Multi-Channel 2015 88

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. But how does employee self-service knowledge separate the best from the rest? Customer Service. Here are seven key ways: 1. Engagement. Profitability.

White Paper 104

White Paper 2015 Culture 2014 104

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 74

Customer Service Training Customer Service Seminar Banking 74

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. If you have a story to share, let us know.

2014 104

2014 Customer Experience 2015 Contact Center 104

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. Four Areas that Must Be Coordinated in Customer Success Management: strategy, processes, leaders, and data.

Customer Focused 111

Customer Focused 2015 Customer Relationship Management Events 111

Martin Hill-Wilson

SEPTEMBER 2, 2015

I’ve come across quite a few of the brands that offer social customer service here in the UK. They tend to be seasoned customer service pros maybe with a personal track record in social engagement. Recently I’ve noticed these teams are being co-located with digital service teams sometimes even cross skilled.

Customer Service 55

Customer Service 2015 Customers Customer Journey 55

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

2003 79

2003 2015 Exceptional Customer Service Communication 79

transcosmos Information Systems

FEBRUARY 13, 2018

Modern-day CEOs are taking a more hands-on approach and becoming the frontrunner of their companies when it comes to providing excellent customer service. They’re channeling their customer persona when developing customer-friendly policies within their organization or establishing an up-close and personal relationship with customers.

2009 84

2009 2013 2015 2016 84

Provide Support

SEPTEMBER 27, 2016

Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them?(.). © 2003 - 2015 Provide Support LLC. Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

2003 91

2003 2015 2016 Loyalty 91

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more.

Social Media 55

Social Media Customer Service 2003 2015 55

Win the Customer

FEBRUARY 26, 2016

Customer Care in a Transparent Company. Expanding the umbrella further, marketing is just one part of the total customer experience. In this social media driven world, brand transparency is a talking point for word-of-mouth customer care.

Brands 69

Brands Social Media Airlines 2015 69

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 48

Social Media Customer Service 2014 2015 48

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. CEX #CRM #CustomerSatisfaction Click To Tweet.

Retail 124

Retail Information Consumers Connections 124

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Natalie Petouhof

DECEMBER 6, 2016

Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform.

Contact Center 79

Contact Center ROI 2015 Document 79

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. CEX #CRM #CustomerSatisfaction Click To Tweet.

Technology 121

Technology Information Consumers Retail 121

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45

CSM Magazine

DECEMBER 7, 2023

Ever wondered how the high-stakes, high-speed world of horse racing manages its customer service game? Every part of a horse race requires customer service. Especially when we talk about high-class events like the Kentucky Derby where attendants expect 5-star service.

Customer Service 52

Customer Service Sports Events Fashion 52

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

2003 53

2003 2015 Exceptional Customer Service Communication 53

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated.

Social Media 40

Social Media Customer Service Contact Center Customers 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

2018 40

2018 Customer Service Contact Center Omnichannel 40