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BizReport | Ecommerce 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 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. ... >>

BizReport | Social Marketing November 22, 2016

Research reveals 30% rise in social media messaging to brands during holiday season

Now is a good time to for retailers using social media for customer service to ensure their implementation is efficient enough to hold up through the busy holiday period.... >>

BizReport | Social Marketing November 18, 2016

Expert: Chatbots may become key to customer service

With more consumers moving into the social space, it makes sense for businesses to be there, too. Twitter recently announced a customer service bot would be introduced through their platform, and that move could be an indicator of where customer... >>

BizReport | Trends & Ideas October 12, 2016

Consumers optimistic about the future of tech support experiences

New research from Support.com reveals that, while tech support is improving, customer expectations are high with intelligence-driven technologies expected within the next five years.... >>

BizReport | Mobile Marketing September 28, 2016

UK consumers will have 12 billion click-to-call conversations this year

While it might appear as if smartphones are used for anything but phoning someone up, new research from mobile advertising analytics firm Marchex shows that there are still many in the UK who do use their mobile device to talk... >>

BizReport | Ecommerce September 19, 2016

60% of consumers want customer support channels improved

Call centers are holding back the customer support experience, according to new research from Ovum and BoldChat, with most consumers preferring to avoid voice. ... >>

BizReport | Research September 06, 2016

UK consumers cite country's public transport as worst for customer service

With customer service and experience playing pivotal roles among today's consumers, a new survey from service design consultancy, Engine, reveals the UK's worst offenders.... >>

BizReport | Email Marketing August 19, 2016

Expert: How to better use social, email for customer service

As more consumers turn to social media or email to talk about their good - and bad - experiences with brands, more brands are turning to social and email as a tool to better serve their shoppers. But, are social... >>

BizReport | Ecommerce August 03, 2016

Could chat bots improve current state of UK customer service?

UK consumers are not at all happy with the level of customer service they are receiving, according to new research from UK estate agent YOPA. Could AI/chat bots be the answer? ... >>

BizReport | Trends & Ideas July 12, 2016

Just 12% of 16- to 55-year-olds prefer to phone customer service

If you thought it was just younger generations that prefer to text, instant message or email businesses for customer service, think again. ... >>

BizReport | Internet July 01, 2016

Expert: Take a page from the Genius Bar to improve CSR

When it comes to customer service, many businesses could learn a thing or two from Apple's Genius Bar. One expert offers five tip to begin employing 'genius' methods. ... >>

BizReport | Trends & Ideas June 20, 2016

Consumers increasingly interested in AI, virtual reality to improve brand engagement

Consumers are interested in new virtual and artificial intelligence technologies and how they can enhance their relationships with brands and improve customer service. ... >>

BizReport | Loyalty Marketing June 08, 2016

'Too hard' product installation and setup leads to increased returns

If a product's installation and set-up is too difficult, and it proves difficult to interact with a technology brand's support services, customers will return products and shop with another brand.... >>

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. ... >>

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