UJET

OCTOBER 22, 2020

Embraces Mobile as More Than a Channel. More than half of all ecommerce sales are expected to come from a mobile device by 2021. And savvy brands understand that mobile is more than just a channel; it’s a paradigm shift in the way we, as people, interact with each other—and with the brands we love.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

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. According to CEI, only 1% of customers feel providers CONSISTENTLY meet their expectations.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

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

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 2018 70

Natalie Petouhof

FEBRUARY 2, 2016

Just as other technology is evolving, so too is CRM and customer support. We must tailor our support to our customers needs and meet them in the channel they prefer which is in-app, so that brands can engage and retain mobile customers. To date, Helpshift has raised $13.2

Mobile Customer Service 45

Mobile Customer Service Customer Relationship Management Customer Relationships Engagement 45

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.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. How to Measure Customer Experience: Performance Management Maturity-Upcoming. ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

Social Media 40

Social Media E-support E Commerce ROI 40

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! Prompts them to share their awesome experience with your brand on public platforms.

2020 66

2020 Customer Experience E Commerce E-support 66

Eptica

AUGUST 5, 2016

However, this can bring its own set of problems – software that blanket automates responses can fail to answer individual queries satisfactorily, leading to frustration, consumers re-contacting you through more expensive channels, and eventually lost sales and damage to brand reputation.

Customer Service 49

Customer Service Contact Center Average Handle Time 2016 49

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

DECEMBER 29, 2015

Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

2014 22

2014 2015 Advertising Retail 22

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

Brad Cleveland Blog

DECEMBER 29, 2015

Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

2014 20

2014 2015 Advertising Retail 20

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.

2022 10

2022 Customer Experience E Commerce Social Media 10

Comm100

FEBRUARY 6, 2018

Business Seeks PR Software to Monitor Brand Across All Media. Company Seeks Omnichannel Customer Support Software. Which Factors Should I Consider When Deciding on a Customer Engagement Tool. Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers.

Customer Engagement 48

Customer Engagement Engagement Social Media Omnichannel 48