Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. So, if your NPS is flat, but customer effort scores are dropping, that signals a friction point in your journey—maybe users are finding it harder to reach support or complete a task.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. A dark mode would improve my experience."

Feedback 62

Feedback Social Media Customers E-support 62

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. Raise Communications. Download Study.

ROI 96

ROI Net Promoter Score E Commerce Return on Investment 96

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. Some argue that the beginning of the pandemic signaled the decline of ticket-based support systems. A recent analysis of e-commerce trends shows a jump in online sales by around 30% at the beginning of the pandemic alone.

Customer Experience 90

Customer Experience E-support Omnichannel Contact Center 90

Kustomer

APRIL 14, 2022

This means greeting your customers by name in all communication channels and introducing yourself to them at the beginning of your conversation. Live representatives communicating via email and phone calls do not need to be the only methods of personalized customer service. Offer a Variety of Alternate Choices.

Customer Service 94

Customer Service E-support Consumers Customers 94

Kustomer

JANUARY 7, 2022

With ongoing delays and shortages throughout the supply chain, the best, most effective way to mitigate some of these challenges is to establish well-designed, integrated and communicative customer experiences. CRM for Customer Context Chatbot Auto-Reply Email Order Status Downloadable Content Product Information Proactive Communication.

Social Media 82

Social Media E Commerce Omnichannel Multi-Channel 82

Kustomer

JULY 28, 2022

Here are four incredible CX benefits: Higher customer lifetime value: Great CX positions your brand as the first your customers turn to for support. When given the choice between a company with implicit CX strategies and one without, customers will flock to the brand with empathetic and effective support every time.

Customer Experience 93

Customer Experience E Commerce E-support Social Media 93

CSM Magazine

FEBRUARY 11, 2020

a leading provider of customer support communications and solutions, today released its new report, Optimizing Channels for Customer Support , focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience. UJET Inc. ,

E Commerce 64

E Commerce E-support Transportation Insights 64

NICE inContact

DECEMBER 9, 2015

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Columbia Sportswear was in the process of acquiring new offices so supporting these additional locations was important.

E Commerce 75

E Commerce Customer Service Contact Center E-support 75

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. Download the report here. Customers No Longer Want to Call for Support. A digital-first mindset. The Business Disconnect.

Consumers 92

Consumers E-support Customer Service Representative Social Media 92

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. Remote work has made us appreciate the way the agents could communicate with peers and supervisors without any hesitation in the physical work environment. Create a High Trust Environment. Real-time Remote Monitoring.

Call Center 96

Call Center Contact Center Average Handle Time E-support 96

Upstream Works

NOVEMBER 19, 2020

Supporting a Distributed Workforce. Supporting agents working from home while maintaining a high level of CX can prove to be a big challenge. To operationalize this model, IT will need to consider how best to support agents working from home. Connectivity and communications will no longer be centralized in the same way.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

SurveyGizmo

SEPTEMBER 17, 2020

Mozilla, the non-profit creators of the Firefox web browser, has about 60 employees using Alchemer for everything from support to product satisfaction, product feedback, internal surveys, generating ideas and product improvements, and protecting privacy. To learn more, download the Customer S tory her e.

Feedback 64

Feedback E-support Roadmap Customer Satisfaction 64

Storyminers

JULY 31, 2017

I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . T ips from an Expert in design thinking, c u s tomer e x p e rience and the power of story. Download Brochure. What does that mean at the individual role level?

Customer Experience 61

Customer Experience E-support Customer Centricity Culture 61

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. One way to do this is by adding single-page or one-click checkouts to your e-commerce website.

E Commerce 74

E Commerce E-support Social Media Retail 74

UJET

SEPTEMBER 18, 2019

This influence also means that companies need to evolve and communicate in parity. . Millennials have learned to communicate through multiple channels, whether that’s a phone call, texting, email, apps, or social media. How Millennials and Generation Z technology and communications preferences are reshaping customer support.

E-support 63

E-support B2C Social Media Books 63

Comm100

OCTOBER 11, 2017

You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? By learning these benefits and following the simple steps we’ve laid out for you, your newest support channel will be a hit – not a miss. Download Free. Should it be customer service?

Social Media 68

Social Media Customer Service Strategies Customer Service Download 68

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach. offer electronic-only support contact methods.

B2B 64

B2B E-support 2004 Download 64

SurveySparrow

OCTOBER 8, 2020

For a long time, companies have seen and understood the value of investing in customer support. That’s why your customer support needs to leave an impression. Customer support apps will help you get there. . When dealing with a business, customers want prompt, timely support. Customer Support App #1. Salesforce.

E-support 59

E-support Net Promoter Score Customer Satisfaction Customers 59

ViiBE Blog

JANUARY 19, 2022

Many however scrambled to transport desktops, laptops, and other IT peripherals to the homes of their workforce while others adopted BYOD with proper security and VPN software systems in place. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. Download now 2.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

ReviewTrackers

OCTOBER 6, 2017

But app reviews aren’t merely a crucial source of information for smartphone- and tablet-brandishing users looking to download their next productivity tool, game, image editor, recipe book, multimedia companion, what-have-you; they’re also one of the main factors influencing where a developer’s app ranks in app store search results.

E Commerce 83

E Commerce Social Media E-support Feedback 83

ProProfs Chat

MAY 28, 2020

Strategy 1: Give a Personal Touch to Every Email Communication. Your customers might be constantly ranting about the infinite emails they receive, despite that email is still a remarkably effective communication channel. While e-commerce sales might be going through the roof, it still showcases its own set of limitations.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Inbenta

NOVEMBER 13, 2017

Archie was written in 1990 by Alan Emtage and indexed all the file lists of as many public FTP servers as possible to allow users to find and download publicly available files. But it was not Google, Yahoo or even Ask Jeeves which were the first to introduce a whole new concept to us. Interested in finding out more?

2010 109

2010 E Commerce E-support 2011 109

Comm100

FEBRUARY 9, 2021

As a browser-based solution, students could launch the video with a click of a button – no downloads, plug-ins, or special apps required. The handoff from support is seamless, it’s brought in great leads, and has led to shorter sales cycles. Jasmina Duric, Manager of E-Services and Support Department.

E-support 84

E-support Events Sales Connections 84

customer sure

NOVEMBER 20, 2018

And while it’s true that businesses are better off knowing when a customer is unhappy – so they can lend support and rectify the root cause – most of us would prefer to make complaints disappear altogether. Make sure that your lines of communication are well and truly open. The best way to mitigate? Set the tone. Easier said than done!”

Social Media 76

Social Media E-support Customer Centricity Customers 76

ViiBE Blog

JUNE 15, 2023

Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers. Screen sharing allows you to share your screen with others during virtual meetings, presentations, and support sessions. Co-browsing vs screen sharing. What is screen sharing used for?

E-support 52

E-support E Commerce Download Presentation 52

BirdEye

APRIL 13, 2023

However, certain businesses can benefit more from advertising on Facebook, such as e-commerce, local, B2B, service-based, and app-based businesses. Here are some ad examples that do well on Facebook: E-commerce businesses can drive sales with Facebook’s product catalog and dynamic ads.

Social Media 98

Social Media Advertising E Commerce Fashion 98

Kustomer

JUNE 7, 2023

We believe the following five trends will underpin success in 2023 and beyond: Efficiency Matters Messaging… the New Default Support Channel Conversations as Meaningful Experiences Empathetic Personalization Courting the Conscious Consumer Ready for a CX solution that will enable you to underpin success in 2023?

Customer Experience 59

Customer Experience E Commerce E-support 2022 59

Optimove

DECEMBER 11, 2024

Key takeaways: Adopting best practices for communicating with new and current customers ensures they will do business with you throughout the year, not just during the holiday shopping season. Download Now Be emotional: Emotions drive loyalty, especially around the holidays when emotions run high.

Lifetime Customer 52

Lifetime Customer E Commerce Loyalty Programs E-support 52

ViiBE Blog

JUNE 15, 2023

Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers. Screen sharing allows you to share your screen with others during virtual meetings, presentations, and support sessions. What is screen sharing used for?

E-support 52

E-support 2021 E Commerce 2023 52

Kustomer

NOVEMBER 16, 2021

Customers found themselves caught in the quagmire of a disjointed communication system. CRM platforms unite information from different communication channels (email, website, phone, app), for a fluid experience and holistic view of the customer. Providing Proactive Agent Support. How the Hybrid Model Applies.

Customer Service 59

Customer Service E Commerce E-support Omnichannel 59

Kustomer

FEBRUARY 18, 2020

You’ll be able to know a customer’s preferences, buying history, sentiment, previous interactions with the brand, status of their orders, even their preferred channels of communication. The spread of e-commerce has created a paradox. Download the guide here. Download Guide. In-Action With Glossier.

Online Experience 52

Online Experience Brands E Commerce E-support 52

Kustomer

FEBRUARY 18, 2020

You’ll be able to know a customer’s preferences, buying history, sentiment, previous interactions with the brand, status of their orders, even their preferred channels of communication. The spread of e-commerce has created a paradox. Download the guide here. Download Guide. In-Action With Glossier.

Online Experience 52

Online Experience Brands E Commerce E-support 52

Avaya

JANUARY 29, 2019

Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management. Performance Management – Set and communicate goals across the organization, and measure performance against them; make corrections as needed using actionable insights.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

ViiBE Blog

AUGUST 18, 2021

A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate. This knowledge is crucial to improving the customer experience of customer support. . Since ViiBE was designed to focus on customer experience, there is no need to download any software.

Customer Centricity 52

Customer Centricity 2021 Net Promoter Score E-support 52

Inbenta

JUNE 30, 2021

No wonder why almost every business out there that deals with huge amounts of support requests has implemented or is considering the implementation of a chatbot or conversational platform to automate customer interactions. . Their support team realized many of the doubts customers were facing were really similar. . Gol Airlines.

Insurance 105

Insurance Airlines Travel Healthcare 105

ViiBE Blog

FEBRUARY 28, 2022

Anna Gorina February 28, 2022 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Live chats are confidently becoming an essential tool for any digital business. What is a live chat?

2021 52

2021 Download E-support 2022 52