eglobalis

JULY 31, 2024

Telstra (Australia, APAC) Telstra leverages social media management tools to monitor customer sentiment and engage proactively. These tools help in addressing customer issues promptly and maintaining a positive brand image, which is crucial for customer retention.

Customer Experience 428

Customer Experience Social Media Predictive Analytics AI 428

Uniphore

NOVEMBER 2, 2021

3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. In fact, bad customer service impacts customer retention more than good customer service. Every hour, there are more than 100 million conversations about brands.

Contact Center 100

Contact Center Sales AI B2B 100

Intercom

JULY 25, 2022

Customer engagement is defined as communicating with your customers over the course of their journey – from acquiring, onboarding, and nurturing to supporting and retaining – to help them get to the outcome they want. Effective customer engagement holds the key to customer retention and loyalty.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Zendesk

NOVEMBER 16, 2021

No customer knows the job title of the people they interact with, but they do know when that interaction goes south—and any friction a customer experiences is a reason for them to look at other solutions. That’s why a smooth, seamless experience is imperative for customer retention. Connect your teams digitally.

Sales 98

Sales Customer Service Non-Profits Start-ups 98

DMG Consulting

DECEMBER 11, 2017

Different types of contact centers – customer service, sales, collections, etc. Below are list of KPIs to measure various aspects of a customer service contact center. need different combinations of KPIs to allow the manager to do their job. Number of complaints. Number of escalations.

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

Intercom

JULY 26, 2022

As McKinsey notes, this requires a sizable investment in the customer experience, transforming not only employee mindsets, but also operational and IT structures. Once these changes are in place, companies will more often than not recoup costs through revenue growth and customer retention. What is customer experience management?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

SugarCRM

AUGUST 1, 2024

Our customer service system is centralized on Sugar Serve, enabling us to provide tailored solutions swiftly and effectively All the areas within the company that provide services, like IT and our finance department, use Sell to track all interactions and incidents, and we also use Market for segmentation.”

Net Promoter Score 48

Net Promoter Score CRM Manufacturing Finance 48