Articles
Tag: customer care
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How to Sell Customers on the Benefits of AI-Powered Customer Support
It’s time for marketers to show consumers that rather than being an obstacle, AI is a touchpoint in a frictionless end-to-end experience.
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What Not to Say: Words that Cost You Customers
Everyone has a pet peeve about customer experience. Persistent pop-ups that ask annoyingly, "Need help?" Websites with music in their hearts. Videos that start automatically. Hard to find contact information. Contact centers that make you wait on hold ... for what seems like forever. Intricate, thickly branched phone trees.
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Duck and Cover: More Customers are Experiencing Rage
Companies have increased their budgets to handle customer complaints and can now offer continual contact through email, text and chat as well as by phone. But that hasn't changed much: customer satisfaction over a company's ability to solve a complaint is no higher today than it was in the 1970s.
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Using Case Management to Boost Customer Service
We've all had it happen -- the good customer experience that wins our loyalty and the bad, which makes us share with anyone who'll listen why they shouldn't patronize a company.
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Another IBM Business Unit Dump: Customer Care Sold to Synnex
IBM’s declining revenues have been no secret. For Q1 this year, the global IT giant’s revenues plummeted by 5%, attributable to a suffering hardware business; it announced significant layoffs because of it. Q2 was a little better, and stocks rose 2.21% to US$ 198.85.
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Report Highlights Need for Alignment Across Customer Experience, Customer Service, Social Channels
Like any relationship, the customer-company relationship is the sum total of all the interactions. These days, those interactions take place across a variety of channels, and a new report from Lithium and Forrester looks at how customer service, a key location for customer interaction, must be in sync with overall
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React, Adapt and Monetize Complex Customer Relationships
What is the ROI of social customer relationship management? Increased customer engagement? Message amplification? Traffic referrals? While there is no one indicator for success, many would argue that converting prospectives into customers is key. In order to monetize the customer experience, businesses must cultivate and leverage customer relationships.
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CMSWire's November Tweet Jam: Socializing Customer Relationship Management #CXMChat
There's a lot of talk out there about the customer coming first and taking care of the customer, but how many companies are walking the walk? On November 28, we're holding a Tweet Jam to look at how some companies are using social technologies for customer service and explore the
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Organizations Must Leverage Social Media for Customer Service
Social care, or customer service delivered via social media, is becoming an imperative for global brands as consumers feel more empowered to share their customer service experiences online. Social Care – Why It Matters A new report from NM Incite, the “2012 State of Social Customer Service Report,”
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Cisco Sees and Hears Social Media at New Listening Center
Networking technology provider Cisco has opened a Social Media Listening Center where interactive touchscreens offer visual data about the social media conversations Cisco “listens” to in real time.
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How Do Mobile and Social Media Affect Customer Care?
Not so long ago, a great deal of customer care in the age of the Web revolved around channeling income phone calls to the right contact center representative and handling emails from the website. Now, mobile devices and social media have changed the customer support communications landscape.
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