ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Great Social Media Examples.

Social Media 88

Social Media Blog Customer Service White Paper 88

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Social media content categories. Written posts 3. Video stories 5.

Social Media 98

Social Media Entertainment Webinar White Paper 98

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 88

Social Media Customer Service Marketing Airlines 88

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . This opportunity, driven by the available technology, has given rise to a whole new visual omnichannel experience.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Moreover, they provide an analysis engine that can incorporate all kinds of data: survey results, social media posts, and linking operational data.” [3].

White Paper 243

White Paper Social Media Feedback 2019 243

Beyond Philosophy

SEPTEMBER 13, 2016

To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before. Organizations will need to move past the fear of change and experimentation which social media represents to many C-suite executives. The fear, it must be acknowledged, is not baseless.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). They are heavy users of Facebook and other social media platforms, and believe in information sharing and gathering via social media and the Internet. Stay on top of your competitor’s programs.

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud.

White Paper 126

White Paper Contact Center E-support Social Media 126

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 61

Social Media Customer Service Strategies Customer Service Download 61

DemandJump

MARCH 28, 2023

You’ve written a ton of educational and engaging blogs, white papers, case studies, and more. You’ve posted it all to your website, you’ve shared it out on your social media channels, and maybe you’ve even put some money behind your most important articles.

ROI 105

ROI White Paper Marketing Return on Investment 105

ShepHyken

DECEMBER 18, 2019

Publish a report or white paper that will benefit your customers. Do more on social media. Participate in conversations on social platforms and become part of the online customer community. Little reminders shared consistently with employees will help keep customer service front of mind.

2020 124

2020 Customer Service White Paper Social Media 124

Beyond Philosophy

MAY 14, 2015

Parature’s complimentary white paper “ Getting More with Self-Service ,” the Service Council reports their recent poll respondents ranked the following as the top three challenges for their Self-Service Channels: Message constancy. However, you can violate the trust in ways other than a data breach or poor policy decision.

White Paper 160

White Paper 2014 2015 2012 160

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Landing pages.

White Paper 96

White Paper Marketing Blog Social Media 96

Totango

MARCH 8, 2022

Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists. Leveraging Customer Success is a LinkedIn group for professionals who want to share tips on how to share customer success journeys through social media and other traditional marketing methods.

2022 122

2022 Customer Success White Paper Seminar 122

InMoment XI

APRIL 26, 2022

How do they feel about your company’s social media presence? Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. But one major con of paper surveys is that they can be pricier.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

ShepHyken

JUNE 24, 2019

Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. Number five is can be optional, depending on your business. Great reminders here. 10 Examples of Great Customer Service by Nextiva. Guide: 8 Expert Tips To Go Omni-Digital by Dimelo.

Article 116

Article 2019 Customer Service Poor Customer Service 116

Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media White Paper Entertainment Brands 40

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journey 85

Customer Journey Social Media B2C Omnichannel 85

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.

Brands 88

Brands White Paper Social Media Webinar 88

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. Social Media Image. He is one of a handful of industry analysts that have been elected to the Contact Center Pipeline Wall of Fame. . Customer Experience.

Contact Center 105

Contact Center White Paper Document Social Media 105

Totango

AUGUST 23, 2022

Social media posts and ads. White papers. This may occur through encountering your brand or product through a search engine result, a search engine ad, a social media post, a video, a review on a technology website, word-of-mouth or other means. Video content and ads. Blog content. Live chat and chatbots.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

2022 98

2022 Customer Experience Omnichannel White Paper 98

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Stay connected, stay social. Seamless and consistent communications.

White Paper 76

White Paper Social Media Webinar 2020 76

Comm100

FEBRUARY 11, 2025

Engage students in real-time, across multiple channels : Whether through web chat, SMS, or social media, AI chatbots integrate seamlessly into the platforms students already use. Provide personalized responses : Unlike those generic FAQ pages, AI chatbots analyze student inquiries and offer relevant, tailored guidance. The best part?

White Paper 52

White Paper Financial Banking Demo 52

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 64

White Paper Social Media Omnichannel B2B 64

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. White papers. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Other content sources include: FAQ sections. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Comm100

FEBRUARY 19, 2020

An upset customer has taken to social media to flame your brand. On social media, that number can quickly soar into the hundreds or even thousands. When a customer uses social platforms to publicly shame your brand, you must take immediate action to remedy the situation. Your Business Partners.

White Paper 64

White Paper B2C Social Media E-support 64

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

White Paper 28

White Paper Social Media Customer Experience Interaction 28

Tricia Morris

AUGUST 11, 2015

Going further down the customer-centric path, just 14% analyze social media to understand public attitudes; only 15% use a CRM system; 32% prioritize improvements to high-impact customer interactions and only 15% align employee incentives with customer-centric service. Download the 2015 U.S.

Government 81

Government Customer Service White Paper 2015 81

LiveChat

JUNE 8, 2018

And, in the day and age of social media, negative word-of-mouth from unhappy customers can spread like wildfire, tarnishing your reputation. Both B2B and B2C marketers are heavily reliant on social media posts for their content marketing. Pay Special Attention to Social Media.

Communication 66

Communication Social Media B2C White Paper 66

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 52

White Paper Social Media Omnichannel B2B 52

Oracle

MARCH 22, 2021

Developing deep educational resources like blog posts, white papers, eBooks, and videos showcasing the capabilities, results, and even limitations of products and services can be pivotal in converting skeptics.

B2C 85

B2C B2B Marketing White Paper 85

SurveySparrow

APRIL 11, 2021

What is their social media interaction with your brand like? When referring to multiple channels, we want you to think about using social media, email marketing, podcasts, paid targeting, organic content, web content, and sales outreach. How many times have they opened emails from you? Have they filled any opt-in forms?

Social Media 98

Social Media Metrics Webinar White Paper 98

Comm100

JANUARY 21, 2020

Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Beyond Philosophy

SEPTEMBER 6, 2016

One of my white papers, “Linking Employee Behavior to Customer Advocacy”m points to studies showing that customers who complain to an organization and have their complaints resolved satisfactorily tell an average of five other people about the good treatment they received. How to Optimize Social Media Customer Service for Millennials.

White Paper 74

White Paper Multi-Channel Consulting Customers 74