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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).... >>

BizReport | Ecommerce August 28, 2014

Retailers: Why you need live online assistance for the 2014 holidays

Live engagement - or live video assistance - provides a simple and seamless way for brands to connect with their customers over the web or on mobile devices using voice, video, text, and co-browsing technology. According to one expert, live... >>

BizReport | Loyalty Marketing August 25, 2014

Poor retail customer service decreasing loyalty

Customers are increasingly frustrated with customer service channels that are not integrated meaning they need to repeat themselves several times before their query is addressed.... >>

BizReport | Social Marketing August 04, 2014

Companies not taking social customer service seriously

Companies realize that social media is a must-have in today's online, connected environment. But many still are not taking it seriously enough, according to new research from social relationship infrastructure firm Sprinklr and customer experience systems and services company Amdocs.... >>

BizReport | Ecommerce July 29, 2014

UK businesses failing to consistently and effectively employ social for customer support

While traditional forms of communication continue to play a major role in the customer experience, people now expect to be able to use multiple channels as they switch between devices and locations. However, as a new report from Webhelp UK... >>

BizReport | Ecommerce July 03, 2014

UK retail multichannel customer experience inconsistent

Retailers today have more customer service queries to answer across more channels than ever before yet, according to new research conducted by Eptica, many are failing to deliver.... >>

BizReport | Loyalty Marketing June 06, 2014

Service providers ignoring demand for customer care via social media

While two-thirds of service providers believe that mobile customers turn to social media channels such as Facebook and Twitter because they are unable to contact a customer care agent via any other channel, the reality is quite different, according to... >>

BizReport | Ecommerce June 04, 2014

Top 3 tips to improve customer service

Shoppers have more options than ever to get the products they want as the price they want, which can put retailers at a disadvantage. Unless retailers use their service to reach out to build customer loyalty. Here's how:... >>

BizReport | Loyalty Marketing May 13, 2014

Live chat customer service satisfaction rates high

The number of consumers currently using digital touchpoints for customer service is low compared to the use of traditional channels. However, higher satisfaction rates among digital users suggest consumers are likely to return to this channel again and again. ... >>

BizReport | Ecommerce April 22, 2014

Community Q&A: Do you need it? And how to use it

Online retailers are constantly looking for better, more intimate ways to engage and communicate with their customers. One new trend is to offer up Q&A pages to answer some questions or offer product details, but is it right for your... >>

BizReport | Ecommerce April 04, 2014

Why brands need to re-focus on customer service

In e-commerce, as in all industries, the companies that focus on fostering relationships with their customers see positive results. It might seem obvious, but once a business concentrates on customers rather than their website - they see repeat business. Being... >>

BizReport | Email Marketing March 26, 2014

Twitter a 'dangerous game' for companies neglecting their presence

Companies that establish a presence on Twitter and then fail to use the channel to foster engagement with consumers are playing a dangerous game, according to a new multichannel customer experience report from Eptica.... >>

BizReport | Ecommerce March 21, 2014

Top 3 tips to improve customer service

Today, as more and more players enter the market, online retailers win by differentiating with experience. From checkout to delivery, eCommerce players strive hard to deliver a consistent and exceptional experience to be on top-of-mind recall. Today, service matters as... >>

BizReport | Ecommerce March 17, 2014

Bad consumer care puts businesses in the dog house for a year

How long would you hold a grudge against a company from which you'd received bad service or had your trust in them tested? According to new research from customer experience management company Thunderbird for some consumers that disappointment can last... >>

BizReport | Ecommerce February 06, 2014

Why credit card companies should focus on phones

While email and social networks have made it simpler for some to engage with brands and customer service representatives, one new study indicates the phone - both mobile and land-line - is still a crucial point of contact. The study,... >>

BizReport | Social Marketing January 29, 2014

UK 'Impatience Index' reveals today's wait-time expectations among consumers

New research reveals that, in the past decade, consumers waiting for a response from a business have lowered their tolerance of waiting times from 10 days to just 10 minutes. ... >>

BizReport | Social Marketing January 27, 2014

Twitter social customer care demand exceeds Facebook

Social media analytics firm Socialbakers has announced their Q4 Socially Devoted rankings revealing that the airline industry has the highest social media response rate while Twitter has surpassed Facebook in the social customer care stakes. ... >>

BizReport | Ecommerce January 10, 2014

ForeSee report dubs Amazon "everyone's competitor"

New research published this week by ForeSee reveals that shoppers at Amazon and L.L. Bean were the most satisfied over the festive period whether they shopped online or via mobile. ... >>

BizReport | Ecommerce January 09, 2014

Store staff equipped with mobile technology will enhance service and boost sales

New research from digital retail experience and tech firm Red Ant reveals that frontline shop staff in retail environments would be much better able to serve customers if they were provided with technology to help them.... >>

BizReport | Ecommerce December 12, 2013

Poor in-store service pushes festive shoppers online

A new survey by experience analytics firm ClickFox reveals that most negative shopping experiences happen in-store on the sales floor, another reason why over half of consumers are turning to the Internet to shop during the festive season.... >>

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