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BizReport | Loyalty Marketing November 16, 2018

Study: Poor CX a wedge between customer, brand

There is a thin line between love and hate - and that line is customer service. According to new data out from Sitel Group, most consumers (75%) will stop engaging with a brand after a bad customer service experience, and... >>

BizReport | Ecommerce April 02, 2018

Top 3 tips for a stronger behavioral data strategy

As more consumers look online for product information or to connect with brands about issues they are having, more brands are looking for better ways to understand their customers' online habits. Behavioral data is one key metric many brands find... >>

BizReport | Email Marketing December 12, 2017

Can email hold its own against customer service chatbots?

Email has ruled marketers' digital toolboxes since the first modems began networking. But, could its reign in customer service be rudely interrupted by chatbots? ... >>

BizReport | Ecommerce July 26, 2017

Airlines and broadband/pay-TV failing in customer service

Broadband and pay-TV firms, along with airlines, saw the biggest increases in consumers touting them as the worst sectors for service, according to service design agency Engine's latest annual study. ... >>

BizReport | Ecommerce June 21, 2017

8 in 10 online shoppers want a personal customer service experience

Impatient online shoppers want high quality answers to questions answered quickly when researching or shopping online, according to new research.... >>

BizReport | Loyalty Marketing June 13, 2017

Significant drop in digital customer service performance among UK insurers

New research shows a dramatic decline in performance in digital customer service among insurers in the UK, with more than two-thirds failing to accurately reply to common queries asked via email, web, Facebook and Twitter. ... >>

BizReport | Ecommerce June 12, 2017

4 in 10 online shoppers believe feedback overlooked, ignored

New research from experience management firm Qualtrics underlines the need for excellent customer service and attention to customer feedback. ... >>

BizReport | Ecommerce May 15, 2017

Live web chat popular customer service channel among British shoppers

Shoppers in the UK trust other customers' advice during a purchasing decision more than they do the retailers' or brands', according to a new survey from conversational commerce platform, iAdvize. ... >>

BizReport | Loyalty Marketing May 12, 2017

Customers want humans, not chatbots, to resolve customer service issues

Juniper Research predicts that the use of chatbots will save organizations more than $8billion a year by 2020, but at what risk to the customer experience?... >>

BizReport | Ecommerce May 02, 2017

Study: Poor customer service pushes shoppers to switch brands

New data out from inContact underlines what many businesses already believe: poor customer influences shoppers to switch brands. Researchers found that 8 in 10 shoppers 'are willing to switch' brands because of poor customer service interactions. ... >>

BizReport | Mobile Marketing March 07, 2017

SMBs switch focus for mobile app creation

The number of small and medium-sized businesses with a mobile app is set to increase significantly this year, according to a new survey from research firm Clutch. ... >>

BizReport | Ecommerce March 03, 2017

Expert: Chatbots poised to change how people browse

While some experts believe chatbots are only - and will be only - a customer service or search type tool, one expert says chatbots will do more. Specifically, that chatbot will change the way people interact with the Internet at... >>

BizReport | Advertising February 24, 2017

Report: Over half of Millennials have or will use Bots

When it comes to using chatbots for customer service or to find out information about products or services, Millennials are leading the way. According to new data out from Retale more than half of Millennials (60%) have already used chatbots,... >>

BizReport | Advertising February 10, 2017

Expert: The driving force behind chatbots

Over the past year, the term 'chatbot' has become quite the buzzword. Retailers are beginning to integrate the bots, and other marketers are looking at ways these bots might positively impact their business. One expert believes automation is the key... >>

BizReport | Loyalty Marketing January 12, 2017

Personal touch for customer service drives retention, loyalty

Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. ... >>

BizReport | Ecommerce December 23, 2016

Expert: How shoppers are using chatbots to connect

Instant Messaging isn't net to the online space, but using instant messenger type interfaces as a customer service option is relatively new. Chatbots, however, are growing in popularity, and according to one expert are helping to up the engagement factor... >>

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... >>

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