Customer Service, Multi-channel support, Multichannel and Strategy

A Fair Guide to the Best Customer Service Automation Software

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service

Customer Service Interactive Voice Response Multi-channel support Multichannel

Retain the Human Touch: How to Deliver Personalised and Helpful Customer Service

CSM Magazine

AUGUST 22, 2019

In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale.

Multi-channel support

Multi-channel support Customer Service Multichannel Customer centricity

The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Blog

JUNE 26, 2020

That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. Learn the commonly used customer service and support lingo. To help you get started, we’ve prepared a small customer support glossary below. Customer Delight. Customer Experience.

Customer Service

Customer Service APIs Customer Support Feedback

A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry

Hodusoft

FEBRUARY 8, 2024

If you are a professional service provider, you can understand how demanding it can be from a customer service perspective for any small or mid-sized business that’s serving just ten clients. Read Also: 5 Ways Multi-Tenant PBX Software Can Improve Your ISP Business The Role of Sophisticated Contact Center Software for MSPs 1.

Contact center software

Contact center software Contact Center Multi-channel support Analytics

How to Improve Customer Experience in Call Centers

ProProfs Blog

JULY 29, 2020

So, how do you take your phone support operations from ‘average’ to ‘awesome’? This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye! In a Multichannel World Why Phone Support is Still Relevant? Image Source: Statista.com.

Call Center

Call Center Interactive Voice Response Customer Experience Call flow

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support

Omni-channel support Customer Service Customer Experience Multi-channel support

Building Brand Engagement with Multichannel Services

Brad Cleveland Blog

OCTOBER 25, 2016

The post Building Brand Engagement with Multichannel Services appeared first on Brad Cleveland.

Multichannel

Multichannel Multi-channel support Self service Call Center

12 Best help desk software for small businesses

JivoChat

NOVEMBER 29, 2021

It becomes easier to have insights and invest in strategies focused on the pain points detected. . With JivoChat, you have the opportunity to offer multiple channels of communication for your customers, and your agents can manage everything in a single platform. . Highlighted features: Multichannel ticketing system.

Multi-channel support

Multi-channel support CRM Metrics Multichannel

The Edge of Service® Newsletter, Issue 11: A Multichannel World

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel

Multichannel Contact Center Multi-channel support Call Center

The Edge of Service™ Newsletter, Issue 11: A Multichannel World

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel

Multichannel Contact Center Multi-channel support Call Center

Multichannel Contact Centers, by the Numbers

Brad Cleveland Blog

MAY 8, 2015

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

Multichannel

Multichannel Contact Center Multi-channel support Self service

Multichannel Contact Centers, by the Numbers

Brad Cleveland Blog

MAY 8, 2015

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

Multichannel

Multichannel Contact Center Multi-channel support Self service

The Top 11 Help Desk and Service Desk Software Platforms In 2022 [Features, Pricing, and More]

Netomi

NOVEMBER 8, 2021

A help desk (or service desk) is case management software that helps companies receive, assign, resolve and analyze customer service tickets or queries from internal audiences (IT or HR). Every company that prioritizes their customer experience should consider a help desk, even small businesses. Multi-channel.

Chatbots

Chatbots Enterprise Self service CRM

Building Brand Engagement with Multichannel Services

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel

Multichannel Multi-channel support Self service Call Center

Building Brand Engagement with Multichannel Services

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel

Multichannel Multi-channel support Self service Call Center

How Will the Internet of Things Affect Customer Service?

Brad Cleveland Blog

JULY 31, 2015

These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service? (IoT refers to the connection of wireless devices to the Internet and to each other. appeared first on Brad Cleveland.

Wireless

Wireless Customer Service Multi-channel support Multichannel

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Telecommunications

Telecommunications Customer Service Personalization Multi-channel support

Four Best Practices in Mobile Customer Service

Brad Cleveland Blog

APRIL 23, 2014

It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

Best practices

Best practices Customer Service Multi-channel support Multichannel

Four Best Practices in Mobile Customer Service

Brad Cleveland Blog

APRIL 23, 2014

It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

Best practices

Best practices Customer Service Multi-channel support Multichannel

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Telecommunications

Telecommunications Customer Service Personalization Multi-channel support

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Telecommunications

Telecommunications Customer Service Personalization Multi-channel support

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service

Brad Cleveland Blog

JUNE 1, 2015

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. No surprise, then, that customer service and support is …

Customer Service

Customer Service Multi-channel support Multichannel Contact Center

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

Brad Cleveland Blog

JUNE 1, 2015

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. No surprise, then, that customer service and support is …

Customer Service

Customer Service Multi-channel support Multichannel Contact Center

How Will the Internet of Things Affect Customer Service?

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless

Wireless Customer Service Multi-channel support Multichannel

How Will the Internet of Things Affect Customer Service?

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless

Wireless Customer Service Multi-channel support Multichannel

GM Leverages AI in Social Customer Care

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care

Customer Care Customer centricity Multi-channel support Customer Service

Developing a Mobile Customer Access Strategy

Brad Cleveland Blog

DECEMBER 2, 2014

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Multi-channel support

Multi-channel support Multichannel Contact Center Call Center

Developing a Mobile Customer Access Strategy

Brad Cleveland Blog

DECEMBER 2, 2014

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Multi-channel support

Multi-channel support Multichannel Contact Center Call Center

GM Leverages AI in Social Customer Care

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care

Customer Care Customer centricity Multi-channel support Customer Service

GM Leverages AI in Social Customer Care

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

Customer Care Customer centricity Multi-channel support Multichannel

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center

Contact Center Coaching Call Center Multi-channel support

Communicating Access Alternatives to Customers

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Multi-channel support

Multi-channel support Multichannel Contact Center Call Center

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland Blog

AUGUST 13, 2015

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations.

Contact Center

Contact Center Analytics Multi-channel support Multichannel

Encouraging Customers to Use Self-Service Channels

Brad Cleveland Blog

DECEMBER 15, 2015

The post Encouraging Customers to Use Self-Service Channels appeared first on Brad Cleveland.

Self service

Self service Multi-channel support Multichannel Contact Center

Home-Connected Devices to See Explosive Growth

Brad Cleveland Blog

JUNE 30, 2015

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.

Marketing

Marketing Multi-channel support Multichannel Contact Center

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland Blog

AUGUST 13, 2015

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents.

Contact Center

Contact Center Analytics Multi-channel support Multichannel

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland Blog

AUGUST 13, 2015

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents.

Contact Center

Contact Center Analytics Multi-channel support Multichannel

Home-Connected Devices to See Explosive Growth

Brad Cleveland Blog

JUNE 30, 2015

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.

Marketing

Marketing Multi-channel support Multichannel Contact Center

Implementing Video Chat?

Brad Cleveland Blog

APRIL 21, 2015

Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix. Are you considering adding video to your contact center?

Contact Center

Contact Center Technology Multi-channel support Multichannel

Staffing for Mobile

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-channel support

Multi-channel support Multichannel Contact Center Call Center

Implementing Video Chat?

Brad Cleveland Blog

APRIL 21, 2015

Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix. Are you considering adding video to your contact center?

Contact Center

Contact Center Technology Multi-channel support Multichannel