CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Don’t forget about culture.

White Paper 243

White Paper Social Media Feedback 2019 243

TechSee

OCTOBER 19, 2021

According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% Retailers have implemented restocking fees as a mechanism to discourage consumers from becoming serial returners. These help to onboard and train consumers to set up and operate their products.

E Commerce 124

E Commerce White Paper E-support Retail 124

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. People who interact with such companies feel safe, secure, and pleased in their dealings. In his 2010 book, Marketing 3.0:

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. While much of the online social interaction is positive, there is definitely a ‘dark side’ too. Be authentic, transparent, and honest.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. In-Person Surveys.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Inbenta

OCTOBER 30, 2024

The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience? consumers define good customer service as friendly and welcoming. Speed, convenience and reliability rank high on the list.

White Paper 52

White Paper Demo NPS Books 52

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. B2C marketing and sales may aim at the general consumer, while B2B may be more industry-specific and customized. B2C prospects may consume different content on different interaction mediums than B2B prospects, such as e-books vs. white papers, for example.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

ShepHyken

NOVEMBER 24, 2017

In fact, nearly half of consumers expect a response within one hour of reaching out via social media, so don’t leave them hanging. You can also see if there have been previous interactions with the same customers, and how those were resolved, which could save you even more time. Put Great Care into Each Interaction.

Social Media 90

Social Media Blog Customer Service White Paper 90

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. White papers. Blog posts.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

SaleMove

MAY 14, 2021

Social distancing, quarantines and remote work have impacted consumer expectations and how businesses deliver goods and services. So how are property & casualty insurers responding to evolving consumer needs, and how can they continue to differentiate themselves in a crowded marketplace? Customer-Centricity Sets Insurers Apart.

Insurance 52

Insurance White Paper Contact Center Call Center 52

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. In digital support, accessibility means providing channels that are easy for your consumer base to access and use. Accessible.

2022 96

2022 Customer Experience Omnichannel White Paper 96

Comm100

MAY 20, 2020

Today’s consumer wants choice. If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

Tricia Morris

AUGUST 11, 2015

But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. 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

Government 81

Government Customer Service White Paper 2015 81

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. All of these points mean that brands need to think automating customer service processes.

Customer Service 62

Customer Service White Paper Banking 2018 62

Bold360

NOVEMBER 16, 2016

Living inside their Messenger platform, M (Facebook Messenger’s virtual assistant) was billed as the next generation of how people connect and interact with the internet. Chat bots fit in perfectly with today’s “on demand” consumer. Click here and download our free white paper!

Customer Service 86

Customer Service White Paper Customers Brands 86

CSM Magazine

JULY 27, 2022

According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. A huge 86% of shoppers say they want to interact with businesses who share their beliefs, and this figure rises to 95.8% Here are our top tips. Stay in touch.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. B2B marketing is about building lasting relationships; consumer marketing is about making an instant impression. Still unclear?

B2C 85

B2C B2B Marketing White Paper 85

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

2008 73

2008 White Paper 2019 Automotive 73

Inbenta

AUGUST 23, 2024

Yet even among consumers dedicated to a brand, 59% will leave after a few bad experiences — 17% will drop you after just one failure. Today’s advanced AI tools can transform how insurance companies interact with their policyholders. Read the full white paper, “ Building Policyholder Loyalty with AI ” to get the rest of the story.

White Paper 52

White Paper Insurance Virtual Agent Demo 52

Integrity Solutions

APRIL 19, 2024

Additionally, McKinsey notes that more than three-fourths (76%) of consumers get frustrated when their buying experiences aren’t personalized. For example, 78% of consumers are likely to make repeat purchases and recommend others to companies that use personalization.

Sales 104

Sales Loyalty White Paper Contact Center 104

Comm100

MAY 20, 2020

Today’s consumer wants choice. If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: . Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 64

White Paper B2C Social Media E-support 64

Service Untitled

NOVEMBER 8, 2012

Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. AR sidesteps the comprehension challenges that come with a typical customer interaction by ‘virtually bringing together’ the customer and the service representative and provides customers with a unique, smooth experience.

White Paper 52

White Paper 2017 Customer Service Representative Consumers 52

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Contact Center 56

Contact Center White Paper Virtual Agent Consulting 56

CSM Magazine

SEPTEMBER 28, 2015

This session will review how Meineke leverages Consumer Management technology to deliver personalized engagements and enhanced experiences focused on motivating desired customer behaviors. Brand marketers will participate in structured networking with their peers during meet and greets and interactive sessions.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

BirdEye

DECEMBER 14, 2022

Interactive: Interactive content encourages your followers to actively engage with your posts. Polls, infographics, webinars, and contests are all forms of interactive content that can drive engagement. Blogs, guides, and other written content can be time-consuming to create. Offers valuable information to your followers.

Social Media 98

Social Media Entertainment Webinar White Paper 98

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Companies spend billions of dollars each year analyzing all types of digital interaction data — from social posts to online reviews. Dismissing the Human Factor. Definition of Loyalty Diverges.

2019 53

2019 Customer Experience White Paper Definition 53

Think Customers

OCTOBER 4, 2021

For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale. Messaging takes the idea of web chat, simplifies it, and moves it to where consumers already spend their time – on their smart devices. Messaging CX wins.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Comm100

APRIL 6, 2020

Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. The more you know about the customer, the problem at hand, and previous interactions with your company, the more helpful you can be.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. consumers are happier than ever with the service companies provide.

2018 45

2018 White Paper 2014 Contact Center 45

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40