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. Plus, self-service is available 24/7.
ShepHyken
SEPTEMBER 10, 2021
This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Develop a self-service experience.
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CCNG
OCTOBER 19, 2022
Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Only 8% of their customers agreed.
Inbenta
DECEMBER 21, 2023
The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation. In most instances, Horizn has shown to reduce agent escalations in favor of self-service in 80% of cases.
Inbenta
AUGUST 18, 2023
The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation. In most instances, Horizn has shown to reduce agent escalations in favor of self-service in 80% of cases.
Eptica
APRIL 8, 2020
Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector. Published on: April 08, 2020. So, how are they faring?
Hodusoft
MAY 17, 2024
In this technology, relevant customer information such as caller ID, Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), and information from Interactive Voice Response (IVR) system, pops up automatically onto an agent’s computer screen just at the same time the agent picks up the customer’s call.
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