BirdEye

JANUARY 11, 2023

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions. Social media questions: The how?

Social Media 98

Social Media Multi-Channel Advertising 2002 98

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. We’ll start by discussing some of the key concepts and benefits of using social media. 84% of U.S.

Social Media 98

Social Media Management Multi-Channel ROI 98

InMoment XI

FEBRUARY 16, 2024

This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. This dynamic interaction not only fosters a more personalised and engaging experience but also encourages customers to share detailed insights.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

BirdEye

MARCH 7, 2023

Research predicts that the number of people using social media will grow to about 5 billion in 2023. This year alone, 300 million more people are set to use social media than the previous year. Table of contents Challenges of managing social media for business Why is social media important for your business?

Social Media 94

Social Media Multi-Channel Metrics Measurement 94

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions.

NPS 373

NPS Feedback Net Promoter Score B2C 373

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible.

Social Media 98

Social Media Definition Multi-Channel Metrics 98

BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

InMoment XI

NOVEMBER 22, 2024

Churn Rate Customers churn when they stop using or interacting with your SaaS product. These interactions could include navigating your website or talking to customer support. A higher score indicates smoother product usage with low-effort interactions. Inform your users about any changes you make due to their feedback.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

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

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. Personalized interactions help drive revenue growth by fulfilling customer needs and converting prospects. These positive results support seamless interactions that satisfy customer needs. It increases sales and conversions.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

BirdEye

JANUARY 18, 2021

Then came email – then text, followed by social media and webchat. People now engage with multi-location brands across multiple channels. Every day, the average consumer jumps between email, social media, chat and more throughout the customer journey. That’s why we created Unified Inbox.

Interaction 98

Interaction Multi-Channel Social Media Touchpoint 98

BirdEye

FEBRUARY 21, 2023

Are you curious about how people use social media? Social media statistics can provide valuable insights into these questions and more. From Facebook’s total users to Twitter’s average daily tweets, there are so many facts that help us better understand how we interact with social networks. Users spend 2.5

Social Media 98

Social Media 2023 Marketing Advertising 98

BirdEye

AUGUST 28, 2023

Social reach is one of the most important metrics of social media management. When you publish content on social media, you want to know who sees it and how many people interact with it. That’s what social media reach gives you. Q2: Why is it important to measure social media reach?

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. If you support only one or two channels (say, phone and email), you can use Live Chat to start working with customers through a chat on your website.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. This means that all interactions and touchpoints the guest has with your brand are considered. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

InMoment XI

MARCH 18, 2024

Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions. By consolidating data from diverse channels, businesses can unlock a fuller understanding of customer preferences, pain points, and behaviours. However, the journey doesn’t end here.

Insights 195

Insights Multi-Channel Webinar Social Media 195

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms.

Social Media 52

Social Media 2025 Management Multi-Channel 52

BlueOcean

NOVEMBER 29, 2023

TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX). When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Multi-Channel Culture E-support 59

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Many times, these interactions surprised Messina.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

BirdEye

MARCH 5, 2024

This practice, done by social media monitoring tools, enables brands to keep a pulse on their online reputation and insights into consumer behavior and emerging trends. Following this, when Birdeye conducted a survey, we found an interesting fact: 81% of businesses manage social media at the corporate level.

Social Media 59

Social Media Multi-Channel Insights Brands 59

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Mendix ) Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Leverage marketing channels to highlight impactful ways in which you solve customer pain points.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

SEPTEMBER 17, 2024

With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand. Most other businesses, however, will only ever interact with their customers through digital channels.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

BirdEye

MARCH 8, 2024

Are you looking to expand your business and accelerate growth, yet find yourself stuck as every cheat sheet seems to skirt around the actual methods for increasing your social media followers? Social media is vital for every business, beginning with the crucial step of increasing your follower count on each platform.

Social Media 59

Social Media Multi-Channel E Commerce Engagement 59

GetFeedback

APRIL 25, 2019

Without actively monitoring for poor customer service interactions, most companies don’t even know they exist and so they can’t improve. 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

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. With new technology and social media, we have more ways than ever before of interacting with our customers. More purchases and renewals. More referrals and positive word of mouth.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

BirdEye

NOVEMBER 20, 2023

Staying active, posting consistently, engaging with audiences, and promoting user-generated content are essential to social media success. But all these are easier said than done, especially if you have multiple social media accounts. This is where social media aggregators step in to streamline your presence.

Social Media 64

Social Media Multi-Channel Management Engagement 64

BirdEye

OCTOBER 10, 2024

This is even more critical for multi-location enterprises, which handle hundreds of customers across numerous locations daily. Managing online reputation for a larger enterprise business involves monitoring online listings, forums, review sites, and social media platforms for multiple locations.

Multi-Channel 98

Multi-Channel Management Social Media Feedback 98

TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. But they don’t stop there.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

TechSee

APRIL 28, 2020

Omnichannel – an approach that provides an integrated user experience across multiple customer touchpoints – was once thought to be the be-all and end-all of customer interactions. Synchronizing all the data across multiple channels without losing any information is difficult to achieve, often resulting in conflicts between channels.

Customer Journey 124

Customer Journey Multi-Channel Omnichannel E Commerce 124

BirdEye

SEPTEMBER 9, 2024

Despite the rise of new social media platforms, Google and YouTube continue to reign supreme, especially when it comes to video marketing. A well-crafted YouTube channel can help your business improve brand awareness, reach a larger audience, and generate higher traffic to your website.

Social Media 105

Social Media Multi-Channel Demo Healthcare 105

Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. million customer conversations a year through digital channels — a number that is only expected to grow in the coming months. Support agents must rely on a tool that allows them to quickly add a communication channel (e.g.

Contact Center 118

Contact Center Omnichannel Multi-Channel Social Media 118

Alida

JANUARY 13, 2017

Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. . Build a culture of empathy and then empower those that manage your social interactions, those at your call centers, even front-line staff with access to information. They also use multiple devices.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115