Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Ian Jacobs

SEPTEMBER 6, 2016

At the same time, companies have begun to wake up to the idea that customer service is a critical component of overall customer experience. Dimension Data reports that 83% of companies view the contact center as a competitive differentiator, up 30% since 2012.

Customer Experience 48

Customer Experience CRM Analytics Contact Center 48

NICE inContact

OCTOBER 3, 2016

If a call is going long during a particularly busy time, it’s up to the Contact Center Manager, or Floor Supervisor, to assign more people to calls rather than to encourage an employee to end a call early… The record that Weinstein broke was set by Mary Tennant in 2012 at nine hours, 37 minutes.

Contact Center 82

Contact Center Customer Care Call Center Surveys 82

Lumoa

MAY 7, 2018

To understand that better, I talked to Jeff Gardner , Head of Platform Partnerships, former Director of Support and Customer Success at Intercom. Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. Jeff jokes.

Customer Experience 98

Customer Experience Metrics Customer centricity Sales 98

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. As customers, Gen Z not only wants, but expects, companies to use their information to serve them better, McGee-Smith says. billion total people).

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Natalie Petouhof

FEBRUARY 4, 2016

Leveraging cutting-edge data science and built on a powerful machine learning engine that learns from past patterns to predict future behavior, Wise customer service applications help business users regain control over the ever-growing volume of customer inquiries.By Founded in 2012,Wise.io Follow at @wiseio.

Customer Experience 40

Customer Experience Customer Support Enterprise Engineering 40

Aspect

AUGUST 20, 2018

En una reciente publicacion de Olga Kharif para Bloomberg BusinessWeek nos compartria que, cuando LinkedIn había sido hackeado en 2012 y había comprometido las contraseñas de 117 millones de usuarios, en lugar de los 6,5 millones que se había informado originalmente, el sitio recibió un torrente de preguntas adicionales.

outsourcing 48

outsourcing Call Center Marketing Customer Care 48

CSM Magazine

DECEMBER 8, 2015

Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Multichannel 40

Multichannel Surveys CRM Consulting 40

Comm100

NOVEMBER 8, 2017

In this blog post, we’ll break down the habits of the pros and bring you their social media customer care secrets. The blog post is included in [eBook] The Definitive Guide to Social Media Customer Service. Example 2 – Christina over at A Mommy Story was staying at the Gaylord Opryland resort back in 2012.

Marketing 47

Marketing Customer Service Customer Care Customer Support 47

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

SmartKarrot

FEBRUARY 16, 2022

Along with the use of advanced technology, offering digital CX boosts customer loyalty lifetime value: 30% of businesses that provide digital experiences perceive an increase in consumer lifetime value. In 2018, 54% of consumers utilized email to contact a company, making it the most popular customer care channel.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up.

Customer Care 48

Customer Care Customer effort Customer Support SaaS 48

Callminer

SEPTEMBER 5, 2017

Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution. Jack founded his first business while studying at university in 2012 and led the team remotely until graduating in 2014, when he took on the role of fulltime CEO. Ty Givens is the founder of The Workforce Pro, Inc.

Call Center 140

Call Center call center software outsourcing Coaching 140

RichCall

SEPTEMBER 13, 2017

by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. In fact this number increased from 67% in 2012 to 84% in 2015. This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Amity

OCTOBER 31, 2016

It’s always fun for me to look back at customer reviews from those early years as all of them mention how amazingly reactive and supportive our customer support team was (and still is). In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

Clarabridge

JANUARY 26, 2017

In 2012, Obama had seven times the Twitter followers than Romney, 3 times the Facebook followers and those followers showed significantly higher passion and engagement in social chatter. In also unearths details about the issues and topics that truly matter to the customer. Doing so allows you to better understand your customer base.

Surveys 40

Surveys Feedback Self service Analytics 40

Clarabridge

JANUARY 26, 2017

In 2012, Obama had seven times the Twitter followers than Romney, 3 times the Facebook followers and those followers showed significantly higher passion and engagement in social chatter. In also unearths details about the issues and topics that truly matter to the customer. Doing so allows you to better understand your customer base.

Surveys 40

Surveys Feedback Self service Analytics 40

Clarabridge

JANUARY 26, 2017

In 2012, Obama had seven times the Twitter followers than Romney, 3 times the Facebook followers and those followers showed significantly higher passion and engagement in social chatter. In also unearths details about the issues and topics that truly matter to the customer. Doing so allows you to better understand your customer base.

Surveys 40

Surveys Feedback Self service Analytics 40