CSM Magazine

JULY 17, 2017

But what separates a good customer service representative from a highly successful one? You can always do something to help, even if that something is just passing the customer over to a more suitable team member to help them with their problem. He’s really onto something. Practice Patience. About the Author.

Customer Service Representative 77

Customer Service Representative Customer Service Workshop Social Media 77

Magellan Solutions

FEBRUARY 10, 2016

Any business worth its salt will have some degree of social media presence. The ubiquity of social media and the role it plays in the day-to-day lives of customers make it a powerful tool for social media customer service. Know where your target audience and customers are most active.

Social Media 73

Social Media Customer Service Entertainment Customer Service Representative 73

Experience Investigators by 360Connext

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Technically, you can ignore all of that and you STILL provide customer experiences. What happens on the inside of the organization is Customer Experience Management (CXM). . Crazy, right? .

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

ShepHyken

NOVEMBER 5, 2024

Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty. In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages.

Customer Service 75

Customer Service Social Media Customer Service Representative Communication 75

Bill Quiseng

MAY 29, 2024

For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. Concurrently, business leaders and CX influencers dub customer service representatives as the frontline. But frontline? NOW is our time!

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Bill Quiseng

OCTOBER 27, 2014

This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. In most cases the customer will let you know what will improve the situation.

Customer Service 154

Customer Service Social Media Customer Service Representative B2B 154

InMoment XI

MAY 30, 2024

Text analysis has become a critical component of analytics and business intelligence, enabling companies to derive meaningful information from unstructured data sources such as emails, social media, online reviews, and more. Examples: Ingesting social media data to detect emerging trends.

Social Media 195

Social Media 2024 Document Insights 195

transcosmos Information Systems

JULY 6, 2017

If you want to establish your brand as trustworthy and reliable, it’s important to provide exemplary customer support services. The increasing popularity of social media has given businesses a great opportunity to reach their customers where they’re at in real time. According to a J.D. 1. Zappos.com.

Social Media 78

Social Media Customer Service 2009 2008 78

InMoment XI

MAY 25, 2023

Customer Experience The customer experience encompasses the customer’s experience with the overall brand at all touchpoints before and after purchase. It includes all interactions with the brand, including marketing, sales, customer service, and post-purchase interactions.

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

CSM Magazine

JULY 20, 2020

Your customers now expect you to be active on social media, so they can easily reach your customer service representatives through sites like Instagram to get their concerns and complaints resolved. Benefits and challenges of using social media as a customer support tool. Conclusion.

Social Media 52

Social Media Customer Service Customer Service Representative Advertising 52

CSM Magazine

OCTOBER 21, 2024

Essential Skills for Customer Service Representatives Customer service representatives need effective communication skills to explain matters clearly, along with patience and perseverance to handle challenging situations.

Customer Service 52

Customer Service E-support Social Media Customer Service Representative 52

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. Handle your brand reputation.

Social Media 52

Social Media 2020 Customer Service Call Center 52

CSM Magazine

OCTOBER 29, 2024

By preemptively answering typical questions, such as those about account setup, deposit methods, or game rules, casinos can reduce the load on customer service representatives and empower players to find solutions independently.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Customer Service Representative 52

InMoment XI

OCTOBER 10, 2023

A high number of ticket reopens can indicate a gap in the resolution process, signaling the need for more thorough solutions and better training for customer service representatives. Social Media Metrics We live in a digital age, where social media platforms have become the new frontier for customer service.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

ShepHyken

NOVEMBER 4, 2020

And like chicken, customer service—no matter how you serve it to your customer—is still customer service. There are many ways customers connect with the companies they do business with, be it in person, on the phone, via text, with email, on social media and more. They may have a question.

Customer Service Training 151

Customer Service Training Social Media Customer Service Representative Books 151

SurveySensum

MARCH 10, 2025

Simply put, it turns everyday conversations into actionable data – helping brands deliver more personalized and efficient customer experiences. Businesses today handle millions of customer interactions daily, across emails, live chats, call centers, and social media. How Does Conversation Analytics Work?

Interaction 52

Interaction Insights Social Media Customer Service Representative 52

Joe Rawlinson

JULY 10, 2019

One in three people (30%) say the most important aspect of customer service is speaking to a knowledgeable and friendly agent. This may be stating the obvious, but the quality of customer service representatives can be a deciding factor for whether customers remain loyal or not. Microsoft ). Microsoft ).

Customer Service 130

Customer Service Social Media Customer Journey Mapping Poor Customer Service 130

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

C3Centricity

AUGUST 4, 2020

Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing.

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

InMoment XI

NOVEMBER 15, 2023

Conversely, a sudden increase in CES may prompt the app’s developers to investigate and address any unexpected challenges customers may be facing. Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback.

Insights 243

Insights E Commerce Customer Experience E-support 243

CSM Magazine

DECEMBER 5, 2024

Increased Customer Loyalty and Satisfaction Customers are more likely to feel valued and understood when interacting with representatives who reflect their backgrounds. When businesses prioritize diversity within their teams, it fosters an environment where customers are greeted with empathy and understanding.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

Customer Guru

JANUARY 23, 2018

Not making things easy for the customer. A customer receives damaged goods and reports it to a customer service representative of your company. Replace it, prioritizing the needs and requirements of the customer. In this age of digital media, customers are omnipresent and omnipotent.

Customer Service 116

Customer Service Social Media Customer Service Representative Blog 116

InMoment XI

FEBRUARY 12, 2024

While surveys are an important first step, to get a comprehensive analysis of your VoC, you need data from all channels including: Call transcripts Emails Employee feedback Online chats Reviews Social media Surveys Support tickets For example, imagine a customer named Sarah who frequently shops at an online clothing store.

NPS 195

NPS Net Promoter Score Effort Score ROI 195

Opinionator

DECEMBER 10, 2020

In these days where technology dominates our lives, people turn to the Internet and tools like social media for various uses. Customers use it to find out more about a product before purchasing it ( 48 percent , to be exact). Getting real-time feedback and using it to create great social media will only help your business.

Social Media 40

Social Media Feedback Customer Service Representative Customers 40

Innovative CX

JANUARY 30, 2020

For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C.

Customer Service Representative 52

Customer Service Representative Customer Service Average Handle Time Fashion 52

InMoment XI

OCTOBER 24, 2023

Elevate Your Business with a 360-Degree View of Customer Interactions Integrating Multiple Data Points The modern customer interacts with businesses across a myriad of channels: from traditional phone calls and emails to social media, chatbots, online reviews , and even in-person visits. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Tricia Morris

JUNE 26, 2015

A Bain & Company report shows that a 5% increase in customer retention can increase profits by 25% to 95%. Another Bain & Company survey shows that customers end up spending 20% to 40% more with companies who engage and respond to social media customer service requests.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

GetFeedback

APRIL 25, 2019

Make customer service omnichannel. Your customers are always on the move these days. When they have issues they don’t just send emails or call anymore, they also use social media, your app and even live chat and they expect consistent support across these channels.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

Win the Customer

SEPTEMBER 21, 2020

Having customer support can assist you in effectively communicating with your customers and equip them with the proper level of support. Both pre- and post-sale can be made easier with a support system at your disposal by enabling you or a customer service representative to communicate with the customer.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

transcosmos Information Systems

JANUARY 16, 2017

The first thing that comes to mind when you hear the words “customer service” is something bad because social media has made itself a portal for rants and feedback to bad customer service. Apparently, this could all be prevented if from the beginning, no discomfort was experienced by the customer.

Customer Service 88

Customer Service Social Media Customer Satisfaction 2015 88

Optimove

JUNE 1, 2023

In the digital age, the modern customer journey is characterized by its complexity and non-linear nature. Customers engage with brands through various channels, including websites, social media, email, mobile apps, and more. Social Media : Customers engage with brands through likes, comments, shares, and direct messages.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

InMoment XI

AUGUST 9, 2024

Do they want to spend less time on the phone with customer service representatives? As you discover what it is that your customers are looking for, take steps to deliver it to them. Let Customers Know Their Opinions Matter Tell your customers that you’re listening and making changes to improve their experience.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221

Ecrion

JULY 14, 2020

Using a more tailored employee training approach will ensure that every customer gets the best experience possible. Social Media as a Customer Support Tool. Social media has been a powerful tool for companies to communicate with their customers for years now. Automated Problem Solving.

Communication 92

Communication Technology Customer Service Social Media 92

Retently

OCTOBER 23, 2024

How did you hear about our store (social media, referral, search engine, etc.)? Monitor and respond to feedback on social media and review sites to show customers you value their opinions. Create meaningful loyalty programs with exclusive promotions or discounts to reward and appreciate loyal customers.

Retail 110

Retail NPS Touchpoint Feedback 110

CSM Magazine

JULY 3, 2017

Similarly, 38% affirmed they post about good customer experiences with a company on social media, compared to 31% who post about bad experiences. Looking more closely at the breakdown of Yonder’s results, it is clear that assumptions about customers are not always correct. About the Author.

Social Media 81

Social Media Automotive Customer Service Representative 2017 81