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BizReport | Mobile Marketing January 26, 2016

Quarter of mobile app users require in-app support

Is in-app customer support needed? According to extensive research by a team of data scientists, the answer is a resounding 'yes'. ... >>

BizReport | Trends & Ideas January 25, 2016

Retailers beware - consumers have set in-store experience bar even higher for 2016

A new survey from online appointment scheduling company TimeTrade reveals a widening disconnect between what services are currently being offered instore and what consumers expect. ... >>

BizReport | Social Marketing January 11, 2016

More research reveals social media an important customer contact channel

More research points to social media as being the place consumers increasingly turn to for answers to queries and to lodge complaints.... >>

BizReport | Social Marketing December 15, 2015

Speedy responses to Tweets result in higher revenues and happier customers

Research from Twitter among airlines and their customers reveals just how important it is for businesses to dedicate resources to near-real-time customer interaction on the platform.... >>

BizReport | Ecommerce December 14, 2015

Long waits online for customer service lead to cart abandonment

Online shopping may mean dodging lengthy checkout lines, searching for floor staff, and forgoing the endless search for a car parking space, but despite the time saved and convenience of shopping from the comfort of home, consumers still don't like... >>

BizReport | Social Marketing December 09, 2015

New communications tools now available to business Pages on Facebook

Facebook has, over the past year, been making changes to businesses Pages to improve customer service functions. This week, the social network has announced even more tools and updates to further help businesses connect with their social media savvy audiences.... >>

BizReport | Loyalty Marketing December 07, 2015

Scripted call center agents off-putting, finds research

Do your customer service agents sound robotic? Research reveals that customer service interactions with agents that are too scripted are putting off customers as much as long hold times.... >>

BizReport | Ecommerce December 03, 2015

Customer service experience not living up to shoppers' expectations

Consumers in the U.S. are not happy with their shopping experience, be it online or in-store, according to new research released by multichannel customer engagement solutions provider Eptica. ... >>

BizReport | Ecommerce November 30, 2015

More than half of consumers would pay for better customer care from preferred brands

No matter what their nationality or age, consumers place a high importance on quality customer care and more than half are prepared to pay more for better customer care from their preferred brands, according to new research from Xerox.... >>

BizReport | Ecommerce October 23, 2015

Top 3 tips to adopt omni-channel customer service

The internet has made it simpler for people to communicate with brands and vice versa. However, many brands still only have 800 numbers or email addresses for customer service contact when being available online and offline, in social and via... >>

BizReport | Social Marketing August 06, 2015

Facebook intros new messaging options for businesses

Facebook is improving communication between businesses and users with the introduction of a 'Send Message' button in ads and the ability to send private messages in response to public comments through Messenger. ... >>

BizReport | Mobile Marketing July 01, 2015

Expert: How telecoms can do better at customer service

Telecom brands have a problem. According to the recent American Customer Satisfaction they ranked last along with TV companies, for customer service. One expert weighs in on what telecom brands need to do to remake their image.... >>

BizReport | Social Marketing June 15, 2015

Facebook 'Saved Replies' feature to aid customer service

Over the coming weeks, Facebook will be rolling out to Pages a feature that will allow personalized, set responses to be posted in response to commonly-asked questions from consumers. With recent reports criticizing brands' lackluster reply rate to social media... >>

BizReport | Social Marketing May 19, 2015

UK: Social media use triples and consumers turn to social to make complaints

A new survey by the Institute of Customer Service in the UK has found that a quarter of social media users made a complaint on a social platform in the past three months, an eight-fold increase in just over a... >>

BizReport | Ecommerce May 01, 2015

How forms can speed customer service

Customer service is becoming more important each day, and with the plethora of ways customers can reach out, brands need to be ready. One expert offers his top 5 ways online forms can ease customer service. ... >>

BizReport | Ecommerce April 06, 2015

Report: Poor customer service pushes consumers away

Good customer service is more important than ever. That is the takeaway from a new report out from Aspect Software. According to their research most consumers want the ability to solve product/service problems on their own while over half have... >>

BizReport | Ecommerce March 23, 2015

Email customer service response times lengthen, Twitter improves

A new study from Eptica reveals that retailers' response time to answer Twitter queries has improved, but that email response times have lengthened by 8 hours. ... >>

BizReport | Trends & Ideas March 06, 2015

Few help desk systems are cloud-based

A new survey among I.T. professionals reveals that nearly half have no plans to increase investment in help desk software this year and only a third had moved their customer service programs to the cloud.... >>

BizReport | Ecommerce March 04, 2015

UK brands fail to improve customer service response rates

The latest customer service research from Eptica reveals that brands in the UK are failing to improve their customer service offerings with almost half of questions asked by Twitter, email and web channels going unanswered.... >>

BizReport | Internet January 06, 2015

Expert: Why video chat won't be big in 2015

Yesterday an expert weighed in on what trends would help businesses in 2015. Today, another is weighing in on what not to do, and it's focused on video and customer service. ... >>

BizReport | Email Marketing December 17, 2014

50% of consumers who want marketing comms prefer them via email

Email is getting some great PR recently with several surveys noting the channel is preferred by both marketers and consumers alike. Here's another, this time from Message Systems, that shows email is the most popular communication channel among consumers.... >>

BizReport | Trends & Ideas December 15, 2014

Popular music, not the sound of silence, keeps callers on hold longer

If you want to keep people on hold when calling your customer service or sales representatives, play them something they will know, suggests new research by ICM for soh. ... >>

BizReport | Ecommerce November 07, 2014

Top 3 tips to improve customer service

Customer is king. It's an adage as old as retail itself, but with the internet and social media and physical stores, sometimes customer service is lost in the shuffle. Many experts are advising that the customer experience - meaning customer... >>

BizReport | Ecommerce October 09, 2014

Consumers want, and will use, live chat customer service on mobile

New research from customer engagement firm Moxie reveals that live chat as a customer service channel should not be limited to websites as more mobile users now expect the option to be available to use from their devices.... >>

BizReport | Loyalty Marketing September 03, 2014

Customer experience to be key brand differentiator by 2020

When it comes to customer service satisfaction the U.S. appears way down the rankings, but the good news is that North America is among the countries investing the most in Customer Relationship Management (CRM).... >>

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