UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. ByNext, and Instacart are using this simple focus on customer experience to drive big wins.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

Natalie Petouhof

FEBRUARY 2, 2016

Of the 284 million users who actively sought help in-app, only seven percent proceeded to file a support ticket after utilizing a specific self-service FAQ provided in-app, thus proving the efficacy of proactive in-app support. Just as other technology is evolving, so too is CRM and customer support. To date, Helpshift has raised $13.2

Mobile Customer Service 45

Mobile Customer Service Customer Relationship Management Customer Relationships Engagement 45

SmartKarrot

FEBRUARY 16, 2022

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. General customer experience statistics. Companies with a greater focus on customer satisfaction have 1.5x contact-form-7].

2022 10

2022 Customer Experience E Commerce Social Media 10

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Mobile Customer Service 29

Mobile Customer Service Contact Center Call Center Customer Relationships 29

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

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-Channel 26

Multi-Channel Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How equipped are your agents for those situations when something is going wrong? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language.

Mobile Customer Service 26

Mobile Customer Service Contact Center Call Center Customer Relationships 26

Brad Cleveland Blog

JANUARY 26, 2016

(..)

Multi-Channel 24

Multi-Channel Mobile Customer Service Contact Center Call Center 24

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have … Continue reading → The post Are Your Mobile Apps Ready for Prime Time? Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Mobile Customer Service 26

Mobile Customer Service Contact Center Call Center Customer Relationships 26

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Mobile Customer Service 22

Mobile Customer Service Contact Center Call Center Customer Relationships 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

FEBRUARY 25, 2014

(..)

Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

JANUARY 26, 2016

(..)

Multi-Channel 20

Multi-Channel Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Mobile Customer Service 20

Mobile Customer Service Contact Center Call Center Customer Relationships 20

Brad Cleveland Blog

FEBRUARY 25, 2014

(..)

Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

DECEMBER 2, 2014

(..)

Customers 20

Customers Multi-Channel Mobile Customer Service Contact Center 20

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Mobile Customer Service 20

Mobile Customer Service Contact Center Call Center Customer Relationships 20

Brad Cleveland Blog

DECEMBER 2, 2014

(..)

Customers 20

Customers Multi-Channel Mobile Customer Service Contact Center 20

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Comm100 is a customer engagement solution with live chat as its hub — or core function. Zendesk offers a range of products to help companies improve their customer relationships.

Customer Engagement 48

Customer Engagement Engagement Social Media Omnichannel 48