Eptica

JUNE 3, 2016

So there is no one size fits all approach to mobile – different use cases drive different channels. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Kayako

SEPTEMBER 20, 2018

Take Advantage of Social Selling . Social selling is where salespeople leverage social media to form meaningful relationships with clients and in B2B sales teams, this can greatly enhance the customer experience. Do Not Neglect Mobile Customer Service .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Tricia Morris

MAY 18, 2015

While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

ProProfs Chat

MAY 6, 2020

Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

Calabrio

JANUARY 19, 2017

Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality. And 2017 shows no signs of that slowing down.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Brad Cleveland Blog

JANUARY 3, 2014

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.

Mobile Customer Service 20

Mobile Customer Service Social Media Definition Customer Service 20

Brad Cleveland Blog

JANUARY 3, 2014

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.

Mobile Customer Service 20

Mobile Customer Service Social Media Definition Customer Service 20

SmartKarrot

FEBRUARY 16, 2022

How has social media provided a level-playing field to customer experience in the business world? If improving customer service is the ultimate goal, then staying active and reaching out to customers on social media is a strategy to be adopted.

2022 10

2022 Customer Experience E Commerce Social Media 10

Natalie Petouhof

FEBRUARY 22, 2016

With advanced, cross-channel messaging functionality, it enables customers to start a digital interaction on one device and continue it on another, allowing continuity and continued personalization of interactions. This will advancing mobile self-service and engagement.

Customer Service 40

Customer Service Customer Experience Omnichannel Customer Engagement 40

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

2014 26

2014 2015 Retail Sales 26

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

MAY 8, 2015

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Contact Center 20

Contact Center 2015 Customer Journey Multi-Channel 20

Brad Cleveland Blog

MAY 8, 2015

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Contact Center 20

Contact Center 2015 Customer Journey Multi-Channel 20

Brad Cleveland Blog

OCTOBER 9, 2013

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …

Management 20

Management Social Media Mobile Customer Service Contact Center 20

Brad Cleveland Blog

OCTOBER 9, 2013

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …

Management 20

Management Social Media Mobile Customer Service Contact Center 20

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Industry-Specific CRM.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42