eglobalis

JANUARY 13, 2025

For example, a North American e-commerce company using Einstein Agent reduced its average case handling time by 30%. Salesforce Einstein Agent automates workflows such as case routing, status updates, and follow-ups, drastically reducing agent workload and response times.

Marketing 409

Marketing E-support E Commerce Social Media 409

CSM Magazine

NOVEMBER 25, 2024

Managing multi-channel e-commerce often feels like a constant race to fix problems, from overselling items to missing customer inquiries. Multi-Platform Integration The best multi-channel e-commerce software should support all the platforms you sell on. What a way to ruin your mood for the day. The good news?

E Commerce 52

E Commerce Multi-Channel E-support Customer Service 52

Blueshift

DECEMBER 10, 2024

Standing out in crowded e-commerce markets requires more than just good products and competitive pricing. In this blog, we’ll explore how leveraging AI-powered content personalization can transform your e-commerce marketing strategy and set you apart from the competition.

E Commerce 52

E Commerce Loyalty Blog Customer Expectations 52

Kustomer

AUGUST 24, 2021

The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020. Working the System.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114

Optimove

DECEMBER 11, 2024

In Summary The key to a successful holiday season is looking at your customers through the Customer Lifetime Value lens and using cart recovery strategies to drive long-term e-commerce success and customer retention. The post Why Abandoned Cart Recovery is Vital for E-Commerce Growth appeared first on Optimove.

E Commerce 52

E Commerce E-support Loyalty Programs Social Media 52

The DiJulius Group

FEBRUARY 16, 2024

In the electrifying realm of e-commerce, a single click can whisk your desired products to your doorstep. As a customer experience consultant working with e-commerce businesses, I’ve witnessed firsthand the metamorphosis of customer satisfaction in this landscape. While traditional customer service still.

E Commerce 98

E Commerce Consulting Customer Satisfaction Article 98

InMoment XI

NOVEMBER 26, 2024

Example: A retail company maps out how a customer currently shops on its e-commerce platform and identifies the complex checkout process as an area of improvement to improve the e-commerce customer experience. Future State Purpose: The future state journey map outlines the ideal customer experience you want to create.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Blueshift

DECEMBER 9, 2024

Managing multiple channels in e-commerce can be complex, especially when trying to deliver consistent, personalized experiences across every customer touchpoint. Brands today must connect with customers through multiple platforms including email, social media, mobile apps, and websites.

E Commerce 52

E Commerce 2025 Marketing Social Media 52

Blueshift

OCTOBER 10, 2023

Throughout my career, I’ve had the privilege of collaborating with customers from various retail and e-commerce companies. They frequently become fixated on specific use cases, investing an entire year without running essential e-commerce campaigns.

E Commerce 111

E Commerce ROI Retail Marketing 111

PeopleMetrics

JANUARY 23, 2025

Example: An e-commerce company analyzes CSAT feedback using AI. Highlighting Hidden Opportunities Sometimes, the biggest opportunities for improvement arent obvious. AI excels at finding patterns and trends that humans might miss, uncovering hidden opportunities to enhance CX.

NPS 118

NPS E Commerce Effort Score Metrics 118

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience.

Contact Center 198

Contact Center Virtual Agent Healthcare E-support 198

InMoment XI

NOVEMBER 18, 2024

Real-time analysis is particularly useful in e-commerce and customer support, where rapid responses can lead to higher conversion rates and improved satisfaction. Real-Time Data Analysis With real-time analysis, businesses can respond to customer actions immediately, offering personalized experiences on the spot.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

JULY 23, 2024

Having a good or even a bad e-commerce customer experience can significantly impact your bottom line. What Happens if You Have a Bad E-commerce Customer Experience? When you have a poor e-commerce customer experience, it can lead to customer dissatisfaction, negative reviews, and a decline in customer loyalty.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

InMoment XI

NOVEMBER 7, 2024

Customer Experience Automation Examples Here are some industry-specific examples of customer experience automation: E-commerce : Automated cart abandonment emails that include a personalized discount, encouraging customers to complete their purchases.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

CSM Magazine

MARCH 19, 2025

The Rise of Global Commerce E-commerce, SaaS companies, and global enterprises now cater to international markets more than ever before. Key Term Translations for Industry-Specific Accuracy For businesses in specialized industries like healthcare, legal, e-commerce, and SaaS, terminology accuracy is crucial.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

InMoment XI

NOVEMBER 15, 2023

For instance, imagine an e-commerce company that recently implemented a new online chat support feature. For instance, an e-commerce company analyzing customer feedback may discover emerging trends in consumer preferences, allowing them to proactively adapt their product offerings and gain an edge in the market.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

DECEMBER 10, 2024

For example, improving your e-commerce websites user interface after listening to customers will improve your chances of retaining many of them. Deliver Excellent Customer Service Feedback collection, analysis, and social listening provide the insights you need to improve customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

PeopleMetrics

JANUARY 21, 2025

Example: An e-commerce platform uses AI to analyze promoter behavior. Identifying Key Drivers in Real-Time AI correlates NPS with other data in real-timesuch as purchase attributes or support interactionsto uncover the drivers of customer loyalty. The system finds that promoters frequently highlight fast delivery as a key factor.

NPS 118

NPS Net Promoter Score E Commerce E-support 118

InMoment XI

JULY 11, 2024

This form of analytics has a wide range of capabilities that can be used from healthcare to e-commerce. Speech Analytics in E-Commerce Imagine an e-commerce company that operates an omnichannel contact center. This leads to an incomplete picture of the e-commerce customer experience.

Insights 195

Insights E Commerce Contact Center E-support 195

Blueshift

OCTOBER 14, 2024

With Black Friday and Cyber Monday quickly approaching, businesses are gearing up to capture customers’ attention during one of the most profitable holidays for e-commerce. One of the biggest opportunities lies in reactivating dormant customers—existing customers who haven’t engaged or purchased in a while.

E Commerce 105

E Commerce 2024 Engagement Customers 105

GetFeedback

JULY 23, 2018

Smart retailers know that brand interactions have moved beyond the limits of brick-and-mortar stores—interactions happen on the company website, via e-commerce platforms, on social media, on review websites and platforms, through television and other advertisement media, and through new channels that seem to be constantly changing.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

eglobalis

JULY 2, 2024

Japanese e-commerce giant Rakuten and French beauty leader L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses to customer feedback.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

JANUARY 12, 2024

E-Commerce: Enhancing Customer Support and Sales In the e-commerce sector, conversation intelligence plays a crucial role in enhancing customer support and driving sales. This includes understanding patient concerns, improving appointment scheduling processes, and ensuring compliance with healthcare regulations.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

Blueshift

DECEMBER 10, 2024

Standing out in crowded e-commerce markets requires more than just good products and competitive pricing. In this blog, we’ll explore how leveraging AI-powered content personalization can transform your e-commerce marketing strategy and set you apart from the competition.

E Commerce 52

E Commerce Loyalty Blog Customer Expectations 52

Blueshift

DECEMBER 10, 2024

Standing out in crowded e-commerce markets requires more than just good products and competitive pricing. In this blog, we’ll explore how leveraging AI-powered content personalization can transform your e-commerce marketing strategy and set you apart from the competition.

E Commerce 52

E Commerce Loyalty Blog Customer Expectations 52

GetFeedback

OCTOBER 20, 2021

Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience.

E Commerce 150

E Commerce Customer Experience Customers 150

PeopleMetrics

JANUARY 24, 2025

Example: An e-commerce company integrates AI into its VoC program. Holistic Analysis Across CX and CS AI breaks down silos between CX and CS, showing how one impacts the other. By analyzing feedback and behavior across touchpoints, AI uncovers relationships between service interactions and broader customer sentiment.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

CSM Magazine

NOVEMBER 27, 2024

And for online platforms – from e-commerce and social media consulting to online gambling and streaming – exceptional customer service is arguably even more important not only for attracting but also for retaining customers who, with one click, could switch to a competitor.

E Commerce 52

E Commerce Customer Service E-support Metrics 52

CSM Magazine

DECEMBER 17, 2024

CRMs, e-commerce platforms), transforming it into meaningful formats, and loading it into a data warehouse for analysis. Optimized E-Commerce Recommendations Imagine running an e-commerce business selling apparel. ETL is the process of extracting data from operational systems (e.g.,

E Commerce 52

E Commerce Insights E-support Customer Experience 52

InMoment XI

MAY 31, 2022

The Product team may articulate journey points that are driven by behavior, such as feature adoption in SaaS or a purchase threshold in e-commerce. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

GetFeedback

SEPTEMBER 27, 2018

E-commerce. E-commerce platforms such as Etsy and Shopify give customers the ability to shop seamlessly online and discover new brands, artists, and retailers from anywhere. Consumers can now connect with customer service in seconds or order their favorite products by speaking into their smart speakers.

Retail 170

Retail E Commerce Customer Experience Touchpoint 170

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. Example: Many e-commerce websites deploy AI-driven chatbots to engage with visitors, address queries, and facilitate seamless browsing and purchasing experiences.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

OCTOBER 17, 2024

E-commerce Questionnaire Were you satisfied with how easy it was to navigate our website and find the items you were looking for? How would you rate the quality of the food and beverages during your visit? Were you satisfied with the level of service provided by our waiting staff?

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

AUGUST 15, 2022

It wanted to provide that same quality of service on their e-commerce site, and was ultimately able to stand up an online chat that gave its customers instant access to expertise. A positive example of consistency comes from one of our home furnishing clients, who prides itself on the knowledgeability of its staff in store.

Retail 397

Retail Customer Experience E Commerce Airlines 397

Inbenta

OCTOBER 30, 2024

Retail & e-commerce Retailers can use NLP to analyze customer data and transform it into actionable insights to make more informed decisions across their processes, from product design and inventory management to sales and marketing. Chatbots in e-commerce  use NLP to understand shoppers’ queries and answer them accurately.

E Commerce 52

E Commerce E-support Virtual Agent Healthcare 52

Optimove

DECEMBER 31, 2024

AI-Powered Recommendations : Personalized product recommendations generate 35% of e-commerce revenue for brands leveraging AI tools. Channel Preference Awareness : Respecting customers’ preferred channels (e.g., SMS vs. email) reduces disengagement by 30%. Discover which level you are on and how you can move up.

2025 69

2025 Customer Engagement Engagement E Commerce 69