Calabrio

MARCH 25, 2025

Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. How successful have these efforts been?

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

Thematic

MARCH 20, 2025

And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale.  By  By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times.

Customer Service 62

Customer Service E-support Feedback Insights 62

CloudCherry

AUGUST 9, 2018

Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. Download the free The Three Pillars e-book.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Customer feedback isn’t just limited to surveys. Customer support tickets – Complaints, questions, and bugs reported directly by users.

Feedback 62

Feedback Social Media Customers E-support 62

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. While businesses and consumers had embraced and integrated e-commerce and social shopping into their company structures for some time, the last two years accelerated those efforts with dizzying speed. Customer Experience Vs Customer Service.

E-support 95

E-support E Commerce Retail Customer Retention 95

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. A branded, customized Help Center.

White Paper 118

White Paper E Commerce E-support Customer Satisfaction 118

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. The data tells the tale.

Customer Experience 90

Customer Experience E-support Omnichannel Contact Center 90

ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience.

2019 99

2019 Article Customer Journey Mapping Customer Service 99

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. Better brand equity: A consistently positive customer experience makes your brand more valuable to the customer. The world of customer experience is ever-evolving.

Customer Experience 93

Customer Experience E Commerce E-support Social Media 93

ChurnZero

JUNE 22, 2021

Looking for a way to upskill or even reskill your Customer Success career? Udemy is an e-learning platform that is here to help you do just that. Customer Success – How to Understand Your Customers (Turn Listening into Fantastic Results). Includes: 1 downloadable resource and certificate on completion.

Customer Success 92

Customer Success Download E-support 2015 92

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many of us spent a good portion of the pandemic making purchases from our phone, downloading media onto our devices, and playing games online with family members. Self-serve options, common in B2C e-commerce, have grown for business buyers too.

B2C 98

B2C B2B E Commerce 2022 98

Kustomer

APRIL 14, 2022

Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. In fact, Kustomer research revealed 93% of consumers expect customer service to be more convenient.

Customer Service 94

Customer Service E-support Consumers Customers 94

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. Is there a difference between customer experience and digital customer experience anymore?

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

CSM Magazine

DECEMBER 2, 2020

In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything. Surges in e-commerce and speedy adoption of digital services have changed customer behaviour.

2021 72

2021 2020 E Commerce E-support 72

Kustomer

OCTOBER 2, 2020

Let’s take a closer look at some of the most common new and existing consumer expectations, the importance of meeting these desired outcomes and how your brand can properly deliver on exceptional customer service and engagement: What Do Customers Expect From Customer Service?

Consumers 61

Consumers Retail E-support Competitive Advantage 61

SurveySparrow

OCTOBER 8, 2020

For a long time, companies have seen and understood the value of investing in customer support. In this battlefield, customer loyalty is everything. That’s why your customer support needs to leave an impression. Customer support apps will help you get there. . Customer Support App #1.

E-support 59

E-support Net Promoter Score Customer Satisfaction Customers 59

ViiBE Blog

AUGUST 18, 2021

A customer-centric strategy could be a great way to bring it back to basics. It is crucial to identify customer expectations and figure out how to exceed them to create a customer-centric business. Identifying customer expectations. There are several ways to identify your customer’s expectations.

Customer Centricity 52

Customer Centricity 2021 Net Promoter Score E-support 52

Gainsight

SEPTEMBER 30, 2022

Companies use an average of 75 technologies to manage everything from business intelligence to web conferencing and gathering e-signatures. However, not all SaaS companies know how their business customers use their products, let alone how to increase engagement to make customers more successful.

E-support 52

E-support Roadmap Download Financial 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. Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. 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? Should it be customer service? Download Free.

Social Media 68

Social Media Customer Service Strategies Customer Service Download 68

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. Read now 2.2.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Optimove

DECEMBER 11, 2024

How to prevent churn and reactivate customer Download Now >> 2) Offer incentives In addition to offering incentives for the shopper to provide contact, birthday and other information, provide other motivations for the shopper to purchase again after the holidays. An excellent shopping experience is a great driver of loyalty.

Lifetime Customer 52

Lifetime Customer E Commerce Loyalty Programs E-support 52

ViiBE Blog

JANUARY 20, 2022

One of them is the implementation of complementary tools like visual support to build strong, long-lasting relationships with clients. The right digital interaction increases the chances that customer journey will end in favor of the offered product and helps maintain customer loyalty 1. Download now 2.2. Read now 2.

Touchpoint 52

Touchpoint Interaction E-support Social Media 52

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

Kustomer

SEPTEMBER 18, 2020

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. The data tells the tale.

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

ViiBE Blog

AUGUST 27, 2021

Customer Relationship Management (CRM) software makes it more straightforward than ever for sales teams and customer support to interact with the customer at every step of the sales process. On the one hand, ViiBE gives your support team the tools to do their job thoroughly and quickly.

Net Promoter Score 52

Net Promoter Score 2021 Retail E-support 52

ViiBE Blog

JULY 15, 2021

Sometimes the customer needs to be transferred to different agents, or the agent needs to put the customer on hold to look up information on the problem. But regardless of the complexity of the situation, the customer expects to have a resolution at the end of the interaction. . Free Retail E-book available now!

Call Center 52

Call Center 2021 E-support Insurance 52

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.

2021 52

2021 Download E-support 2022 52

ViiBE Blog

JANUARY 20, 2022

One of them is the implementation of complementary tools like visual support to build strong, long-lasting relationships with clients. The right digital interaction increases the chances that customer journey will end in favor of the offered product and helps maintain customer loyalty 1. Download now 2.3.

Touchpoint 52

Touchpoint Interaction Social Media E-support 52

ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service Net Promoter Score E-support Touchpoint 52

CSM Magazine

NOVEMBER 3, 2022

Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. . In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. About the Author.

Loyalty 52

Loyalty Brands E-support Consumers 52

ViiBE Blog

OCTOBER 28, 2021

More specifically, digital transformation in the realm of customer service relates to how companies are using digital media to improve their customer experience. Digital transformation in the B2C world has always been about satisfying customers’ expectations in the digital world. Download now 3.

Social Media 52

Social Media 2023 Roadmap E-support 52

Hero Digital

DECEMBER 27, 2018

Today, the customer journey spans across digital channels (websites, mobile apps, smart TVs) and physical ones (in-store shopping, face-to-face financial planning meetings, doctor-patient appointments). For brands to thrive in this environment, they must approach customer experience holistically and bridge any gaps between outlets.

2019 40

2019 E Commerce E-support Return on Investment 40

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. The same study underlines the importance of continually meeting customer expectations. Download Now.

E Commerce 53

E Commerce Contact Center 2012 E-support 53

Inbenta

DECEMBER 7, 2021

Contents: New Customer Demands for 2022. Top 6 Features to Future-Proof Live Chat Support in 2022. Live Chat Support, a Key Element to Future-Proof Customer Service. These behavioral shifts have also altered customer expectations towards how brands should support and engage with them.

2022 52

2022 E-support Social Media Omnichannel 52

Comm100

MARCH 1, 2018

Many e-commerce sites fail entirely at providing assistance to their customers. And this becomes a problem when, according to a study by eConsultancy , as many as 83% of online shoppers need support to complete a purchase. Many companies tend to offer support by phone and email. Download Now.

2018 60

2018 Contact Center E Commerce E-support 60