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BizReport | Ecommerce December 10, 2019

Key areas that will change for CS in 2020

Customer service will always be about, well, service, but there are nuances to what consumers what and need where CS is concerned. Here are a few key areas that, according to one expert, will impact merchants, brands, and marketers in... >>

BizReport | November 28, 2019

How AI will change CX in 2020

Voice assistants, digital calendar and planning supplies, AI-driven data collection and measurement. These are just a few of the ways AI is currently being used, and according to one expert the new year will push AI into even more areas... >>

BizReport | Advertising archives November 19, 2019

Study: Americans feel fraud risk when calling custome r service

Two new reports highlight an issue for brands and customer service: the potential for an fear of fraud. First, from new data out from Sitel and CallMiner, a majority of Americans feel their personal information is 'at risk' when they... >>

BizReport | Ecommerce archives July 26, 2019

Reports: Experience key to engagement

Two new reports are an indicator that brands need to be focused on the customer experience. According to researchers, connection and personalization are key for customer engagement, as if the quality of the ad environment.... >>

BizReport | Ecommerce archives July 05, 2019

Expert: How customer service is impacting Prime Day performance

Consumers continue to log-on to Amazon, price-check with other retailers, and spend money on Prime Day. But, with the 2019 event around the corner, one expert believes it will be customer service that will rule Prime Day 2019, not just... >>

BizReport | Advertising archives March 26, 2019

Reports: Tech keeping consumers connected

Technology is keeping consumers connected to brands in new ways and is informing their decisions about how they want to interact. That is a key takeaway from new Valassis research which indicates, among other findings, is that three-quarters of consumers... >>

BizReport | Ecommerce archives March 04, 2019

Study: Chatbot experiences positive but not sought

While consumers may get the answer they're looking for on retail or business sites that use chatbots, it doesn't mean they actually want to "talk" to a chatbot. That's the word from one new report which indicates that while most... >>

BizReport | Loyalty Marketing November 16, 2018

Study: Poor CX a wedge between customer, brand

There is a thin line between love and hate - and that line is customer service. According to new data out from Sitel Group, most consumers (75%) will stop engaging with a brand after a bad customer service experience, and... >>

BizReport | Ecommerce archives April 02, 2018

Top 3 tips for a stronger behavioral data strategy

As more consumers look online for product information or to connect with brands about issues they are having, more brands are looking for better ways to understand their customers' online habits. Behavioral data is one key metric many brands find... >>

BizReport | Email Marketing December 12, 2017

Can email hold its own against customer service chatbots?

Email has ruled marketers' digital toolboxes since the first modems began networking. But, could its reign in customer service be rudely interrupted by chatbots? ... >>

BizReport | Ecommerce archives July 26, 2017

Airlines and broadband/pay-TV failing in customer service

Broadband and pay-TV firms, along with airlines, saw the biggest increases in consumers touting them as the worst sectors for service, according to service design agency Engine's latest annual study. ... >>

BizReport | Ecommerce archives June 21, 2017

8 in 10 online shoppers want a personal customer service experience

Impatient online shoppers want high quality answers to questions answered quickly when researching or shopping online, according to new research.... >>

BizReport | Loyalty Marketing June 13, 2017

Significant drop in digital customer service performance among UK insurers

New research shows a dramatic decline in performance in digital customer service among insurers in the UK, with more than two-thirds failing to accurately reply to common queries asked via email, web, Facebook and Twitter. ... >>

BizReport | Ecommerce archives June 12, 2017

4 in 10 online shoppers believe feedback overlooked, ignored

New research from experience management firm Qualtrics underlines the need for excellent customer service and attention to customer feedback. ... >>

BizReport | Ecommerce archives May 15, 2017

Live web chat popular customer service channel among British shoppers

Shoppers in the UK trust other customers' advice during a purchasing decision more than they do the retailers' or brands', according to a new survey from conversational commerce platform, iAdvize. ... >>

BizReport | Loyalty Marketing May 12, 2017

Customers want humans, not chatbots, to resolve customer service issues

Juniper Research predicts that the use of chatbots will save organizations more than $8billion a year by 2020, but at what risk to the customer experience?... >>

BizReport | Ecommerce archives May 02, 2017

Study: Poor customer service pushes shoppers to switch brands

New data out from inContact underlines what many businesses already believe: poor customer influences shoppers to switch brands. Researchers found that 8 in 10 shoppers 'are willing to switch' brands because of poor customer service interactions. ... >>

BizReport | Mobile Marketing March 07, 2017

SMBs switch focus for mobile app creation

The number of small and medium-sized businesses with a mobile app is set to increase significantly this year, according to a new survey from research firm Clutch. ... >>

BizReport | Ecommerce archives March 03, 2017

Expert: Chatbots poised to change how people browse

While some experts believe chatbots are only - and will be only - a customer service or search type tool, one expert says chatbots will do more. Specifically, that chatbot will change the way people interact with the Internet at... >>

BizReport | Advertising archives February 24, 2017

Report: Over half of Millennials have or will use Bots

When it comes to using chatbots for customer service or to find out information about products or services, Millennials are leading the way. According to new data out from Retale more than half of Millennials (60%) have already used chatbots,... >>

BizReport | Advertising archives February 10, 2017

Expert: The driving force behind chatbots

Over the past year, the term 'chatbot' has become quite the buzzword. Retailers are beginning to integrate the bots, and other marketers are looking at ways these bots might positively impact their business. One expert believes automation is the key... >>

BizReport | Loyalty Marketing January 12, 2017

Personal touch for customer service drives retention, loyalty

Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. ... >>

BizReport | Ecommerce archives December 23, 2016

Expert: How shoppers are using chatbots to connect

Instant Messaging isn't net to the online space, but using instant messenger type interfaces as a customer service option is relatively new. Chatbots, however, are growing in popularity, and according to one expert are helping to up the engagement factor... >>

BizReport | Ecommerce archives December 01, 2016

Top 3 tips to improve customer service data strategy

Marketers have a trove of customer data at their fingertips and analytics galore - digital campaigns, website interactions, content consumption, online behaviors and conversation rates can all be tracked. Here's how to use this data to also improve customer service.... >>

BizReport | Ecommerce archives November 28, 2016

Billing issues resulting in distrust and loss of customers

Businesses must be more transparent about direct debit arrangements or risk alienating consumers, according to recent research by Echo Managed Services. ... >>

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