GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.

NPS 456

NPS Feedback Net Promoter Score B2C 456

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. There are several ways to obtain data and understand customers.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. These interactions can take various forms, including phone calls, emails, web chats, social media inquiries such as online reviews , and more!

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction. Or journey by departments ….

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising E Commerce Fashion 98

InMoment XI

NOVEMBER 15, 2023

For instance, imagine an e-commerce company that recently implemented a new online chat support feature. By utilizing CSAT surveys after each chat interaction, the company can swiftly assess how satisfied customers are with this specific support channel. What Are Important Metrics to Consider in Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO.

Social Media 98

Social Media Multi-Channel E Commerce E-support 98

BirdEye

MARCH 22, 2023

Including social media in your marketing strategy is crucial to maximizing your leads. However, running a business can be time-consuming, and implementing social media plans may require assistance. Posting consistently is the number one way to achieve your goals on social media.

Social Media 98

Social Media Multi-Channel E-support Management 98

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). The challenge?

Marketing 62

Marketing 2030 E Commerce Social Media 62

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. Smart recommendation engines analyze vast amounts of data to provide tailored suggestions, making it easier for customers to make informed choices.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

AUGUST 14, 2024

Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

JULY 18, 2024

Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. It includes customer reviews, social media comments, and website analytics. Customers may use social media to share their experiences, both positive and negative.

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

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

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. Having a good or even a bad e-commerce customer experience can significantly impact your bottom line.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

Retently

OCTOBER 23, 2024

CES surveys , on the other hand, look into the amount of effort a customer puts into completing a specific task, such as making a purchase or contacting customer support. Offering product reviews and ratings can also build trust and provide social proof. How did you hear about our store (social media, referral, search engine, etc.)?

Retail 109

Retail NPS Touchpoint Feedback 109

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

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.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Online communities : Online communities can encourage discussion and engagement.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Joe Rawlinson

JANUARY 24, 2025

It empowers entrepreneurs to identify market opportunities, reduce inefficiencies, and make informed choices. Understanding Business Analytics and Its Importance Business analytics refers to the process of analyzing data to extract actionable insights that support decision-making.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

InMoment XI

JULY 25, 2024

To do this, you need to have a unified view of customer interactions across all channels, such as phone, email, chat, social media, or any other channel. So, to retain agents, work hard to foster a positive work environment for employees with adequate support, recognition, and career development opportunities.

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

InMoment XI

AUGUST 6, 2024

Customer experience dashboards are important because they provide up-to-date information on customer interactions. By consolidating various customer-related metrics into one platform, dashboards facilitate informed decision-making. Why are Customer Experience Dashboards Important?

Customer Experience 221

Customer Experience Net Promoter Score Metrics E Commerce 221

CSM Magazine

OCTOBER 21, 2024

Offering effective customer support helps ensure that players are satisfied, reassured, and more likely to return. Meeting Different Customer Needs Payment Support : Players should have a variety of options when it comes to payments, including credit cards, debit cards, and e-wallets.

Customer Service 52

Customer Service E-support Social Media Customer Service Representative 52

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. Social media listening – Analyze comments, mentions, and discussions about your brand. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

FEBRUARY 14, 2024

This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel. Additionally, providing self-service options through digital channels can reduce the need for expensive customer support resources.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

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

Thematic

NOVEMBER 18, 2024

AI sentiment analysis enables organizations to analyze millions of reviews or social media posts. But online reviews are a great source of information about how you can improve your services, products, and overall customer experience. Monitor your brand reputation on social media and news channels.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

CSM Magazine

NOVEMBER 26, 2024

The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support. By enhancing customer service, chatbots provide service around the clock, allowing businesses to be available when needed and ensuring customers feel supported even outside standard hours.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

JANUARY 4, 2024

Responsive Customer Support Offer responsive and accessible customer support across various channels, including live chat, email, and social media. Clearly communicate your website’s security measures, use secure payment gateways, and provide transparent information about shipping costs and return policies.

Retail 195

Retail Customer Experience Social Media NPS 195

InMoment XI

JANUARY 16, 2024

This data may include historical customer interactions, transcripts of conversations, customer profiles, and information from other relevant databases. This involves categorizing the customer’s query to determine the specific action or information the customer is seeking.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

InMoment XI

MARCH 25, 2024

The e-commerce and retail giant implements predictive analytics techniques across various facets of its operations, from its powerful product recommendation engine (“Customers also bought these items”) to dynamic pricing adjustments. A classic example comes from Amazon. There are many ways to try to automate this task.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Alida

SEPTEMBER 22, 2016

Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. Super important point – authenticity drives loyalty #vcsummit.

2016 267

2016 Innovation Marketing Insights 267

Thematic

MARCH 30, 2025

Collecting and Integrating Customer Data Every data-driven decision starts with collecting the right information. That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. Support adjusts messaging in real time.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more.

Feedback 62

Feedback Social Media Customers E-support 62

CSM Magazine

FEBRUARY 19, 2025

Your customers arent restricted by borders, and your customer support shouldnt be either. Whether youre a retail business, SaaS provider, or e-commerce company, selecting the right tools is critical to providing a seamless multilingual support experience for your customers. Multilingual email support systems.

Customer Service 52

Customer Service Connections E Commerce E-support 52

Thematic

JANUARY 21, 2025

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? With 80% of business information being unstructured , how can you process all that data manually? Text Analysis is a broader term that includes extracting and structuring information from text.

Insights 62

Insights Social Media E Commerce 2030 62