Aquire

SEPTEMBER 18, 2021

You need to consider interaction quantity and quality, as well as the availability of touchpoints (think an omnichannel approach that includes email, text, chatbots, ads, content, and more). Practice social listening. Social media is where customers are usually the most honest and vocal. Apply AI technology.

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Comm100

FEBRUARY 5, 2018

These software solutions can help organizations meet customers at any number of vital touchpoints, such as through live chat, social media, self-service, marketing, and more. Another popular way for businesses to automate their live chat software is through artificial intelligence (AI) — or in other words, with a Chatbot.

Social Media 68

Social Media CRM Social Listening Omnichannel 68

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Lumoa

MARCH 12, 2023

Having a full view of customers across all touchpoints and from every channel means that you can better understand customer needs, preferences, and behaviors. Having a 360-degree view of customers across all touchpoints means you can understand them better. A CX platform combines all of that.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Although Eliza, the first chatbot, was created in 1966, it’s only more recently with developments in AI and machine learning that interest in bots from a customer service perspective has really taken off.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Includes AI-powered insights for deeper analysis of feedback trends and themes.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

Zendesk

OCTOBER 20, 2023

Outline your customer journey map A customer journey map is a visual representation of every touchpoint throughout the customer lifecycle and the customer sentiment along the way. Some common tools include: Ticketing system Communication channels Self-service resources AI and automation Reporting and analytics 7.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Hodusoft

OCTOBER 14, 2022

A contact center is a touchpoint for customers, and every business needs to deliver a positive customer service experience. It also helps identify flaws, loopholes, and areas of improvement through social listening and analytics. Implement self-service capabilities through conversational AI chatbots and multi-level IVR. .

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

SurveySensum

SEPTEMBER 14, 2020

Make their jobs easy with intuitive technologies such as social listening tools, role-based dashboards, seamless workflows, and more. Serve digital CX with new innovative technologies such as AI chatbots, intuitive applications, quick sentiment feedback with NLP, text and sentiment analysis, comprehensive CX platforms, and more. .

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Comm100

FEBRUARY 6, 2018

Hootsuite also lets businesses build influencer lists, engage in social listening, and set contests and campaigns. As a social media software, it excels in marketing. Another drawback to Sprout Social is that it requires customers to pay a higher monthly fee per user to unlock social listening capabilities.

Social Media 58

Social Media CRM Omnichannel Invoicing 58

Retently

FEBRUARY 9, 2024

Businesses can uncover invaluable insights to refine their offerings and fortify customer retention by delving into specific areas and gauging feedback across various touchpoints. Social listening capabilities further extend the reach, capturing spontaneous conversations and opinions shared across social media platforms.

Customer Feedback 94

Customer Feedback Net Promoter Score Customer Satisfaction NPS 94

Fonolo

FEBRUARY 20, 2019

Incorporate Social Listening. Social listening goes beyond just monitoring online conversations: It’s a combination of qualitative observation and quantitative analysis of sentiment and intent. Social listening is a brilliant tool to have as a customer service executive in the midst a brand crisis.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Experience Investigators

MARCH 25, 2025

Empathy helps businesses anticipate emotions at every touchpoint and respond in ways that build lasting connections. As Brooke reinforces, it starts with customer listening. Empathy starts with listening. And in my world of social care, that means active social listening, she says.

Customer Loyalty 52

Customer Loyalty Customer Journey Map Customer Experience Social Media 52

InteractionMetrics

MARCH 20, 2025

Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include. Its more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines.

CX 52

CX Social Media Contact Center Compliance 52

SurveySensum

JANUARY 13, 2025

Omnichannel feedback involves collecting customer opinions from every touchpoint online, in-store, mobile apps, or during support experiences. Its all about creating a connected system where feedback from all touchpoints comes together, giving you a clear, 360-degree view of your customers experience.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52