Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Just look at the case of DoorDash.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

CloudCherry

DECEMBER 1, 2018

Nicole Alcon, Senior Vice President & Chief Member Experience Officer, says their focus on each individual interaction has a lot to do with their high NPS score. We want to help our members achieve financial success with each interaction and WOW service is the key to making this happen.”. Download your copy now! Conclusion.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Calabrio

MARCH 25, 2025

Because AI isnt designed to handle the most complex, emotionally charged interactions on its own. The AX disconnect: Contact center managers must walk the talk AI is reshaping contact centers, automating routine interactions and tasks, while freeing agents to handle the most complex,emotional, and business-critical interactions.

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

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

Optimove

NOVEMBER 18, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove’s recognition in The Forrester Wave : Cross-Channel Marketing Hubs, Q4 2024 highlights its strength as a solution for digital-first marketers who need a customer-led, orchestration-oriented marketing tool.

2024 59

2024 E Commerce Marketing E-support 59

Alida

FEBRUARY 1, 2017

And when it comes to a frictionless experience, the demand for better customer support is particularly high. Download the e- book How to Keep Your Customers From Cheating on You for more expert tips on customer loyalty. Sixty-three percent of U.S.

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

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

TechSee

OCTOBER 19, 2021

In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. An additional tried and true tactic used to solve the problem of how to reduce returns in e-commerce is to implement digital onboarding. Restocking Fees. Digital Onboarding. What is digital onboarding? Diagnostics.

E Commerce 124

E Commerce White Paper E-support Retail 124

CloudCherry

AUGUST 9, 2018

Since there is no magical moment that defines the whole experience with a brand, brands must look at customer experience as a sum of interactions and understand that customers’ loyalty is a direct result of all of these interactions combined. Download the free The Three Pillars e-book.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

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.

E-support 95

E-support E Commerce Retail Customer Retention 95

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. Escalation: customers seek support to remove obstacles preventing them from deriving value from their purchase. 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

ViiBE Blog

JANUARY 20, 2022

ViiBE Blog 5 creative ways to digitally interact with customers, increase touchpoints, and track satisfaction levels Share this article Contents Share this article Contents Digital interaction with customers is now an essential tool as online business is going through its rebirth. What are customer touchpoints? Read now 2.

Touchpoint 52

Touchpoint Interaction E-support Social Media 52

ShepHyken

MARCH 1, 2021

5 key principles for a successful e-commerce user experience by James Brooke. Retail Customer Experience) James Brooke, Amplience founder and CEO, offers five fundamental principles retailers should understand in order to differentiate in e-commerce and benefit from the massive surge in traffic caused by the pandemic.

Article 86

Article 2021 E Commerce Customer Journey Mapping 86

Kustomer

APRIL 25, 2022

Customer service generally refers to the direct interaction between the customer and the company. This interaction is often initiated by the customer rather than the company, such as when a customer has a question about a product prior to making a purchase or is dissatisfied after completing a purchase. From the top down.

E Commerce 89

E Commerce E-support Net Promoter Score Sports 89

Kustomer

JULY 28, 2022

The customer experience (CX) is now the business of the brand: ensuring proactive, authentic interactions from a customer’s initial discovery all the way through to the development of loyal, vocal advocates of the brand. Think about the last really good or really bad experience you had when interacting with a brand.

Customer Experience 93

Customer Experience E Commerce E-support Social Media 93

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Integrates downloadable resources and rich media content.

White Paper 118

White Paper E Commerce E-support Customer Satisfaction 118

CloudCherry

NOVEMBER 9, 2018

Nicole Alcon, Senior Vice President & Chief Member Experience Officer, says their focus on each individual interaction has a lot to do with their high NPS score. We want to help our members achieve financial success with each interaction and WOW service is the key to making this happen.”. Download your copy now! Conclusion.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Kustomer

JANUARY 9, 2023

When it comes to building customer loyalty, every interaction matters. Ensuring your team can deliver exceptional support while staying efficient is no longer a nice-to-have, but now essential for your business to succeed. Automate Low-Level Support. Augment Agent Support. Download the full guide here.

E-support 89

E-support 2025 Loyalty Download 89

ViiBE Blog

JANUARY 20, 2022

Digital interaction with customers is now an essential tool as online business is going through its rebirth. One of them is the implementation of complementary tools like visual support to build strong, long-lasting relationships with clients. Live chat can be part of your overall customer support. What are customer touchpoints?

Touchpoint 52

Touchpoint Interaction Social Media E-support 52

ShepHyken

JANUARY 14, 2019

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. Panviva Publishes E-Book: Building a Better Customer Experience—Tips from 10 CX Industry Experts by Dawn Corrente.

2019 99

2019 Article Customer Journey Mapping Customer Service 99

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

Kustomer

APRIL 14, 2022

Leverage your CRM to track these interactions and follow along with those unique customer journeys, personally engaging at every step to build a more long-lasting relationship. Some customers prefer to interact with brands exclusively over the phone, while others would rather send a direct message to your company Instagram.

Customer Service 94

Customer Service E-support Consumers Customers 94

Team Support

AUGUST 10, 2020

And we conclude in Part 3 with more ways to speed the time to ticket resolution, using visual support tools. Support agents and customers may not always speak the same language, leading to frustrating conversations when trying to identify issues, particularly when you are going back and forth through e-mails.

B2B 98

B2B E-support Download Customers 98

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

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. A distributed workforce at scale will be viewed as the norm going into 2021.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. This helps the manager to establish trust within the team and support their agents when they need it. This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Real-time Remote Monitoring. Here’s how!

Call Center 96

Call Center Contact Center Average Handle Time E-support 96

Hello Customer

JANUARY 6, 2022

Long queues, having to wait for hours to talk to customer support or browsing an old website that you have to refresh every 2 minutes. Customers usually complete a brief survey after a particular interaction with a company in which they indicate how their experience was. Following an interaction with customer service.

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

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

BirdEye

APRIL 13, 2023

Sponsored filters and lenses Sponsored filters and lenses use augmented reality technology to create an interactive user experience. However, certain businesses can benefit more from advertising on Facebook, such as e-commerce, local, B2B, service-based, and app-based businesses.

Social Media 98

Social Media Advertising E Commerce Fashion 98

ShepHyken

DECEMBER 5, 2022

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. The author then moves on to three specific reasons why customers dislike the customer support experience.

2022 74

2022 Article Customer Service Hospitality 74

Hello Customer

OCTOBER 13, 2021

mapping out the full customer journey to build a blueprint of customer needs at every interaction. Churn and Retention rates, CSAT and NPS scores, product reviews, website behaviors and customer support data etc., Download our eBook: "NPS, CSAT or CES? Customer Support Data. fostering cross-level collaboration.

NPS 98

NPS Net Promoter Score E Commerce E-support 98

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. engagement level per interaction) are also part of the executive’s customer-centered mandate.

Customer Experience 61

Customer Experience E-support Customer Centricity Culture 61

Comm100

SEPTEMBER 22, 2016

For big support teams with busy professionals, however, finding the extra time to read is already a challenge. But we still want you to be able to take advantage of the books that can transform your current customer support operations. For Support Team Leaders. Mindset: The New Psychology of Success by Carol Dweck.

Books 89

Books Customer Service Culture E-support 89

CSM Magazine

FEBRUARY 21, 2022

The good news is with e-learning it has never been easier to create your own course and keep your customer service agents engaged. SCORM has become the industry standard for e-learning and and there are plenty of tools to help you create your training content easily, such as Captivate, Articulate Storyline, Mochaberry, and more.

E-support 52

E-support Download Interaction Reference 52

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

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

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? Limitations of screen sharing 2.1.

E-support 52

E-support E Commerce Download Presentation 52