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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. ... >>

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.... >>

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