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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).... >>

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... >>

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