ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Companies Offering Convenience Are Taking Over The World by Shep Hyken. (LiveChat) I think that there is a revolution taking place in the world of business.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

Nextiva

SEPTEMBER 3, 2018

As technology sprints ever forward, many businesses are examining the effectiveness of their phone systems. What’s the impact on the customer experience? What are the costs? While some look to upgrade their old analog systems, others are looking to upgrade from a PRI system to something better, like SIP. Some businesses even choose to utilize […].

Technology 63

Technology Customer Experience voip 63

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Lynn Hunsaker. Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Traditionally, these metrics have been cost-center oriented , intended to drive efficiency and productivity. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget.

Customer centricity 54

Customer centricity Customer Care Metrics Feedback 54

kommunicate

SEPTEMBER 3, 2018

For previous versions of Release Notes, head here. Your preferred customer support platform just keeps getting better. In this version of release notes, we bring you lots of awesome feature releases, performance and speed improvements, and fixes. Editable Quick Replies We have made Quick Replies editable. While using any Quick Reply in the conversation […].

Customer Support 53

Customer Support 53

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VocalCom

SEPTEMBER 3, 2018

When “omnichannel” first became a customer service buzzword a few years ago, many brands rushed to offer service on more channels. However, as every successful company would acknowledge, merely adding new channels is not enough to satisfy customers. The key to an efficient omnichannel strategy lies in being perceptive to customers’ ever-changing needs and serving them on the channels they appreciate the most.

Contact center software 48

Contact center software CRM Chatbots Contact Center 48

Nuance

SEPTEMBER 3, 2018

The automotive industry is among the top spaces for Internet of Things (IoT) adoption. “New automotive technologies are changing the way we think, live and drive,” IFA states in the official press release announcing its SHIFT Automotive Convention. We had the chance to present our Dragon Drive Demo to several journalists in Berlin during IFA […] The post Six reasons why the car is becoming the ultimate mobile device appeared first on What’s next.

Automotive 40

Automotive Technology 40

Answer Dash

SEPTEMBER 3, 2018

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. In this new context, customer expectations are higher than ever. Particularly when it comes to their experience on eCommerce sites, users have no patience for any kind of friction or poor user experience (UX) - and they’ll bounce and go to your competitor’s site without batting an eyelash if your pages fall below their expectations.

Self service 79

Self service Customer emotions Surveys Analytics 79

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer centricity 67

Customer centricity Best practices Customer Care Customer Service 67