InMoment XI

NOVEMBER 7, 2024

You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them. This reduces response times and allows support teams to focus on complex issues. Orchestration refers to creating a cohesive and smooth customer journey.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

OCTOBER 17, 2024

This question type is excellent for measuring attitudes or perceptions about specific products or services. Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business. How frequently do you use our product/service?

Feedback 195

Feedback Insights Customers Banking 195

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

InMoment XI

NOVEMBER 18, 2024

Zendesk Zendesk provides a robust customer service and support platform that integrates CX insights into ticketing, messaging, and live chat. Designed for ease of use, Zendesk offers tools for tracking customer issues, measuring satisfaction, and analyzing behavior through support interactions.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

JANUARY 9, 2024

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. Support and service. Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is a metric designed to measure the satisfaction level of customers regarding a specific interaction or experience.

Insights 243

Insights E Commerce Customer Experience E-support 243

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. In the latest measurement, in Q1 2019, the ACSI was 76.5 Customers change: E xisting customers leave, and new ones come along. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. NPS surveys measure customer loyalty and advocacy by asking the question: “How likely are you to recommend our product/company to a friend?”.

Retail 110

Retail NPS Touchpoint Feedback 110

Retently

NOVEMBER 29, 2024

Key Takeaways First impression surveys are most effective when sent immediately after a key interaction , such as a website visit, a purchase, onboarding, or customer support. Customer Support Experience First-time interactions with customer support can significantly influence future customer loyalty.

Events 121

Events Feedback Interaction E-support 121

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. Good luck on your journey!

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

JULY 18, 2024

Businesses should collect customer feedback for several reasons, including measuring customer satisfaction and loyalty, improving products and services, and identifying new opportunities for growth or improvement. Most often, companies send e-mail surveys for customers to provide feedback about their experience.

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

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. How do you apply these insights to your own platform?

E Commerce 52

E Commerce Customer Service E-support Metrics 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.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114

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. Chatbots for Instant Support One of the most recognizable implementations of AI in customer experience is the use of chatbots.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Alida

SEPTEMBER 30, 2016

Online communities have measurable, proven ROI. Eighty-one percent of companies have an online support community in which customers can ask other customers for technical help and troubleshooting. A University of Michigan study found that customers spend 19 percent more after joining a company’s online community. TWEET THIS STAT ).

ROI 254

ROI 2016 E-support Sports 254

Joe Rawlinson

JANUARY 24, 2025

Understanding Business Analytics and Its Importance Business analytics refers to the process of analyzing data to extract actionable insights that support decision-making. It involves techniques like data mining, statistical analysis, and predictive modeling to understand trends, measure performance, and anticipate future scenarios.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

CSM Magazine

MARCH 20, 2025

Payments, loans, investments, and customer support have all moved online, creating a demand for faster transactions, stronger security, and services tailored to individual needs. As more people sign up for digital financial services, the demand for strong security measures continues to grow.

E Commerce 52

E Commerce Customer Experience Banking Financial 52

CSM Magazine

NOVEMBER 18, 2024

Key Strategies for Enhancing Customer Service Responsive Customer Support: The provision of a responsive and efficient customer support team is of paramount importance in order to facilitate the prompt and effective resolution of player issues.

E-support 52

E-support Loyalty Programs Customer Service Representative Loyalty 52

Thematic

OCTOBER 30, 2024

Measure and track the impact of the VoC program on customer satisfaction and loyalty Continuously monitor the effectiveness of your VoC initiatives and make adjustments as needed to ensure ongoing improvement. Provide better customer support Financial services can use VoC to improve their customer support.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Example: An e-commerce platform could use AI to predict potential shipping delays and proactively notify customers, offering alternative shipping options or compensation for the inconvenience. GDPR, CCPA).

Customer Service 59

Customer Service E Commerce Social Media Travel 59

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. Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. But collecting feedback is only half the battle.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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

CSM Magazine

JANUARY 24, 2025

A clear layout ensures visitors can easily find games, promotions, or support without frustration. Casino platforms must support a variety of transaction methods to cater to different preferences and priorities, whether speed, security, or convenience matters most. Include multilingual options to serve global audiences effectively.

Customer Centricity 52

Customer Centricity E-support Loyalty Programs Multi-Channel 52

ShepHyken

JULY 3, 2020

He writes about how to best perform e-commerce customer service. Great customer service has the power to leverage your e-commerce brand in ways that you could not imagine. Great customer service has the power to leverage your e-commerce brand in ways that you could not imagine. Offer 24-Hour Phone Support.

E Commerce 94

E Commerce E-support Multi-Channel Customer Service 94

InMoment XI

JULY 25, 2024

Contact Center Experience Best Practices The metrics you track to measure your contact center experience will vary depending on your industry. 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

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. Let’s start. We’ve mentioned this earlier: Over 80% of enterprise data now is unstructured. The challenge?

Marketing 62

Marketing 2030 E Commerce Social Media 62

Alida

FEBRUARY 1, 2017

And when it comes to a frictionless experience, the demand for better customer support is particularly high. Measure yourself against the giants. measure brands against behemoths like Netflix, Amazon and Starbucks. Sixty-three percent of U.S. How does your company stack up against world-class, household name brands?

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

Calabrio

MARCH 25, 2025

What new challenges are businesses facingand how are they measuring success? To find out, Calabrio surveyed hundreds of CX leaders from the around the globe for State of the Contact Center 2025 report. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

CSM Magazine

DECEMBER 9, 2024

Online communication, data processing, transactions, and user support require reliable protection and the appropriate infrastructure. VPS is designed so that its users can set up individual security measures required for your business’s specific tasks. The second important point is the level of support.

Communication 52

Communication E Commerce E-support Consulting 52

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. These methods, combined with AI-powered survey tools, help businesses extract meaningful insights from open-ended responses, online reviews, and customer support interactions. Just look at the case of DoorDash.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Magellan Solutions

APRIL 11, 2024

Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. What is Shopify Telephone Support? With over 1.75

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

Calabrio

APRIL 11, 2025

Furthermore, effective contact center training is key to keeping agents engaged and driving operational efficiency, supporting cost reduction and improved contact center productivity. Ask: How does training need to support larger company objectives, such as launching a new product, improving compliance adherence, or reducing customer churn?

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

InMoment XI

OCTOBER 4, 2024

It involves the collection and analysis of customer feedback across all touchpoints, from the first visit to the company website to conversations with customer support. An e-commerce app analyzes customers’ purchasing behaviors to send personalized recommendations to them via notifications and email.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Alida

NOVEMBER 10, 2017

Gartner’s forecast for intelligent IoT is supported by other firms. The mixed reality paradigm means e-commerce is not the be-all and end-all. While many of them do support intelligence gathering, deploying them effectively will require a solid grasp of the business opportunity and how these trends will impact the customer experience.

2018 174

2018 E Commerce Retail E-support 174

Optimove

NOVEMBER 18, 2024

With a focus on long-term customer loyalty, Optimove’s AI-driven tools help marketers personalize at scale, measure customer lifetime value (CLV), and automate campaigns. Forrester noted Optimove’s customer-led approach , which starts with the customer and uses customer lifetime value (CLV) as a key measure of success.

2024 59

2024 E Commerce Marketing E-support 59

CSM Magazine

FEBRUARY 5, 2025

Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. A purely human-driven contact center can struggle to scale, while an entirely AI-driven support system may lack the personal touch needed to address complex inquiries.

Contact Center 52

Contact Center E Commerce E-support Social Media 52

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. But for all the good that AI and chatbots offer in customer support, there are also challenges. This highlights the importance of technical support.

E Commerce 52

E Commerce E-support Multi-Channel 2024 52