Get your customer service ready for the digital-first generation

Ian Jacobs

This is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research. Read more Categories: Customer Service. Social media. contact centers. digital customer service.

The New Customer Service Mandate - It’s No Longer Socially Acceptable To Not Be Social

Ian Jacobs

Customer service teams are facing a dilemma that may bring back high school nostalgia - if you want to be one of the cool kids, you need to be social. But simply being present in the social scene doesn't automatically make you hip to the digital customer. In our recent report , we discuss the new reality of social customer service, and outline tools you should adopt for social workforce optimization. Social. Social media.

Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now

Altitude

Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries. social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact Central

Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Ian Jacobs

But these non-brand controlled communities provide opportunities to brands to differentiate themselves through service. In communities that regularly discuss brands, these customers are also more likely to be exactly the type of high-value customers that companies want to provide with great customer experiences. But brands need to decide when and how to engage customers in these forums they do not control. Customer Experience. Social media.

7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]

Win the Customer

Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. AS they do, they’ll see improved relationships with customers and enhance their online […].

Don’t Hide From Your Mistakes, Use Contact Centers to Give Proactive Customer Service

Outsource Consultants

A recent article by Maneesh Sharma discusses the significance of fixing customer problems before they happen. It is possible to be proactive with customer issues and retain their business. Don’t Hide From Your Mistakes, Use Contact Centers to Give Proactive Customer Service.

How to Get Customers to Rave About You and Your Service

CSM Magazine

Here are some of the most important things that customers want from you. Customers want you to be quick! Customers want their products and services yesterday, not tomorrow or 3-4 days down the road. Customers want you to be very available. Customer Service Article

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. Service is a big part. “As As more customers seek to engage businesses through other channels than voice (e.g.,

Three ways to improve your digital customer experience in 2019

Maru/Matchbox

A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. It’s why creating a compelling digital customer is so key to retail success in 2019. Customer Service. Digital customer experience Retail

Tips To Improve Quality Monitoring

Etech GS

Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. Customer satisfaction surveys often tell the real picture.

7 Steps to Reinforce Your Contact Center’s Systems and Processes for the Holidays

Serenova

You can see it just over the horizon: the storm of calls, messages and texts that come with the holiday season at your contact center. Here’s how you can ensure your contact center’s systems and processes will weather the storm: 1. If you’re not already using a cloud-based contact center, think about switching. And if it does, customers will endure interminable waits or even get turned away. Align Performance Measurements with Good Customer Experience.

3 Ways Contact Centers Help Maintain Positive Brand Image

Outsource Consultants

Companies can put as much effort into marketing as they want, but nothing truly beats organic word-of-mouth positivity from customers. An article by Mark Nicholson discusses this topic and points out that, while it’s the ideal form of advertising, it’s something companies have to earn through positive customer service. The reality is that customers do heavy research into products, services, and brands before making purchase decisions, which often includes reading reviews.

Three ways to improve your digital customer experience in 2019

Maru/Matchbox

Results and Insight from Maru/edr’s Retail Digital Customer Experience Benchmark report. A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. It’s why creating a compelling digital customer is so key to retail success in 2019. And with smartphone spend expected to exceed £25 billion over the next twelve months, a seamless and compelling digital customer experience has never been so important.