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BizReport | Ecommerce May 17, 2016

Study: Consumer services missing at work

Turns out, many of us are leaving our favorite experiences at home. That's the takeaway from new ServiceNow data, which indicates that the consumer services we want in our personal lives are not available at work. ... >>

BizReport | Social Marketing May 11, 2016

Brands continue to ignore fans on social media

It is common sense that ignoring customers will cause them to dismiss a brand and head elsewhere yet, according to new data from Sprout Social, that is exactly what many brands are doing on social media. ... >>

BizReport | Social Marketing April 28, 2016

UK insurers performing well on email, not social, for customer service

Insurers may have a presence on social media, but their inability to answer routine customer queries via this channel is impacting their digital customer experience, according to new research carried out by Eptica. ... >>

BizReport | Trends & Ideas April 27, 2016

Brits prefer to complain from behind a computer, mobile screen

The British "stiff upper lip" might mean self-restraint in public displays of emotion, but once they are safely behind a computer screen the Brits really let loose, according to new research from online review platform Trustpilot. ... >>

BizReport | Ecommerce April 27, 2016

89% of consumers want to engage with virtual assistants

Just days after Facebook announced its new branded chat bots, research from Nuance reveals that the vast majority of people want to chat to the AI-driven virtual assistants.... >>

BizReport | Advertising April 11, 2016

Brands: How to avoid customer service sabotage

Last week, our expert showed how brands are sabotaging customer service agents before those agents ever speak to a customer. Now, here's how brands can avoid customer service sabotage. ... >>

BizReport | Ecommerce April 08, 2016

Brands: How you're sabotaging your customer service reps

Customer service can help a brand to build loyalty and trust with customers, or it can quickly break that trust. One expert outlines how brands are sabotaging their customer service reps - many without even knowing it. ... >>

BizReport | Ecommerce March 28, 2016

Top 3 tips to create better social customer service

Customer service will likely always have it's issues, after all, most people call, email or ping customer service because of a problem. But, in the social space, one expert believes brands can do much better. Here are three tips to... >>

BizReport | Advertising March 23, 2016

Report: Human connection important for brands

With more consumers turning to email and social media to solve product problems, one report indicates that the human connection remains important for businesses. ... >>

BizReport | Social Marketing March 22, 2016

Why shoppers are going social for service

Customer Service has always been driven, in part, by where and how shoppers want to interact with retailers and other business. Currently, that space is the social space because customers can control the relationship and engage when it is convenient.... >>

BizReport | Ecommerce March 07, 2016

Is a poor customer service experience benefiting your competitors?

UK brands are counting the cost of poor customer service experience in the billions, according to new research from cloud-based contact center solution provider Magnetic North, as online sales are abandoned and customers head to competitors. ... >>

BizReport | Social Marketing March 03, 2016

Consumers unhappy with social media as a customer service channel, use declines

Social media has recently been claimed to be 'the' place consumers now consider visiting when seeking customer service and support, but is the environment really as popular for this channel as might be expected? ... >>

BizReport | Email Marketing March 03, 2016

Study: Social beats email for customer service

When it comes to answering questions or resolving issues, email is no longer the go-to. According to new Eptica data social media is where UK consumers turn for customer service - in fact response rates on both Twitter and Facebook... >>

BizReport | Social Marketing March 02, 2016

Fashion retailers on Facebook failing to fully engage

How well are fashion retailers using Facebook to engage and interact with their customers? Not very well at all, according to new data released by multichannel and ecommerce consultants Practicology.... >>

BizReport | Ecommerce February 23, 2016

Digital channels not as efficient as traditional for query resolution

The importance of a speedy, personal and online customer service channel has been highlighted in a survey conducted in Asia by LogMeIn. ... >>

BizReport | Ecommerce February 16, 2016

Survey: Consumers turning to competitors after bad CSE

Poor customer service may be more costly than many retailers believe. According to one new study nearly half (47%) of consumers turn to competitor stores within a day after a bad customer service experience. ... >>

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.... >>

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