eglobalis

MAY 13, 2025

Sending fewer, more focused surveys is a start quality over quantity. Traditional survey programs struggle to accommodate this breadth, often ending up with a skewed view (e.g. These micro-surveys pop up contextually (e.g. Implications for CX teams: B2B CX leaders should critically evaluate their survey practices.

B2B 303

B2B AI Customer Survey VOC 303

SurveySensum

DECEMBER 30, 2024

Lets uncover them together, but lets start with what this platform is. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge? Source: G2 , CustomerGauge Review, Sep 11, 2024 2.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Hodusoft

JANUARY 30, 2025

In todays fast-paced, customer-centric world, consumers expect effortless interactions whether theyre reaching out via voice, email, chat, social media, or SMS. In this blog, you can explore everything related to omnichannel contact center software starting from what it is? Lets get started.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Comm100

DECEMBER 16, 2024

Omni-channel support AI ensures seamless transitions across multiple channels (email, chat, social media, etc.), Start by analyzing customer interaction data. Deploy AI-Powered Chatbots Once youve identified key areas of opportunity, its time to get started. keeping context intact.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

ECXO

MARCH 3, 2025

Start by building trust within your organization. Show up at key moments. Use video, blogs, and social media to amplify customer stories. Map out the customer journey and assign each department a role in ensuring that journey is seamless. Encourage open communication between teams.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

SurveySensum

OCTOBER 17, 2024

By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Experience Investigators

APRIL 22, 2025

Artificial intelligence (AI) is opening up exciting ways to cover more ground and deliver highly personalized and timely experiences for every need. Departments like sales, marketing, customer support, and social media have historically worked independently of one another. Everything can feel like a priority. The good news?

AI 52

AI Customer Experience Social Media Touchpoint 52

Smart Customer Service

JULY 15, 2025

About Us Contact US How to Advertise Getting Covered Editorial Calendar Reprints June 26, 2025 By Phillip Britt , technology writer Tips for Driving Customers to Self-Serve A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more.

CRM 52

CRM Artificial Intelligence AI Social Media 52

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Are wait times creeping up? if customers start asking about a new feature, agents should have answers ready). Social media complaints & DMs ensuring negative feedback is addressed quickly before it escalates.

CX 139

CX Customer Experience Net Promoter Score NPS 139

Service Quality Institute

JANUARY 8, 2025

I started focusing on customer service in 1979. When I started in 1979 I worked on a simple concept. Today with Social Media that means hundreds and often thousands of people hear about the problems. It is up to you to develop your employees. I think today’s customer service is worse than 46 years ago.

Customer Service 52

Customer Service Social Media Start-ups Education 52

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. if the same questions keep coming up).

Actionable Insights 94

Actionable Insights CX NPS Sentiment Analysis 94

Hodusoft

NOVEMBER 27, 2024

That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long. Cost Efficiency Depending on what industry you’re in and which study you read, retaining an existing customer could be up to 25 times cheaper than acquiring a new one!

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

PeopleMetrics

JULY 17, 2018

Let’s start with what it is not. Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. These surveys are not anonymous, and customers often have an expectation that the company will follow up based on negative feedback provided.

VOC 209

VOC CEM CX Customer Feedback 209

SurveySensum

OCTOBER 24, 2024

However, overly lengthy surveys often get ignored or end up in the spam folder. Create an omnichannel feedback collection with SurveySensum’s multiple feedback collection channels that include, emails, WhatsApp, QR scans, social media, etc. Log in or sign up to authenticate. Are you leveraging email surveys effectively?

Outlook 52

Outlook Social Media Omnichannel Actionable Insights 52

Smart Customer Service

JUNE 14, 2025

Businesses began to establish social media profiles, and customers started using these platforms to share feedback, ask questions, and even lodge complaints, but the massive dominance of social media as a customer service channel didn’t happen as expected at the time.

Social Media 59

Social Media Customer Service CRM Contact Center 59

SurveySensum

APRIL 16, 2025

Lets get started. By integrating responses with CRM records, you can track sentiment, segment audiences, and automate follow-ups. Why CRM Surveys Are a Must-Have (Not Just a Nice-to-Have) 74% of CRM users say they unlock better access to customer data, while 64% swear by their power to level up relationship management.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

InteractionMetrics

MARCH 13, 2025

To improve the customer experience effectively, you need to start with content: Analyze the text Identify key themes and patterns in customer feedback. This means customers experience fewer hurdles from the start. Why should businesses use social media monitoring and online reviews for sentiment analysis?

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

SurveySensum

MARCH 26, 2025

80% to 90% of business data is unstructured – hidden in emails, customer reviews, social media posts, support tickets, and more. Enhances Decision-Making : It helps businesses make data-driven decisions based on real customer feedback, social media trends, and more. But is this process important?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Retently

MAY 8, 2025

So, instead of treating refunds as the end of the journey, treat them as the start of your loyalty program. Failing to follow up post-refund creates a huge churn risk and a missed chance to learn and improve. Refund recovery tactics like delayed re-engagement, social proof, and VIP treatment can turn returners into repeat buyers.

Sales 94

Sales Close the Loop Start-ups CRM 94

Hodusoft

JUNE 4, 2025

Limited Omnichannel Support Many online betting companies still rely heavily on voice support, despite users also reaching out via chat, email, or social media. This leads to follow-ups, more calls, and higher workload per issue, creating a vicious cycle.

Contact Center 52

Contact Center Compliance Gambling Omnichannel 52

SurveySensum

JUNE 18, 2025

Text Analysis Text analysis focuses on identifying and quantifying the specific words, phrases, or ideas that show up repeatedly in qualitative data. It automatically groups similar phrases together to calculate how often a phrase or a theme pops up in the feedback and gives you the percentage of their repetition.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Unstructured Data AI 52

SurveySensum

APRIL 28, 2025

However, a VoC program enables you to gather real-time feedback across multiple channels – surveys, reviews, social media, and direct interactions – to identify pain points and take proactive action. This also enables them to foresee customers demands for the near future so that they can start working on it in advance.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

PeopleMetrics

JANUARY 23, 2025

But knowing the score is just the starting point. AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. The Bottom Line In transactional VoC surveys, metrics like NPS, CSAT, and CES are just the starting point.

NPS 118

NPS AI E-commerce CX 118

Execs In The Know

FEBRUARY 7, 2025

We might read a blog or a social media post, see a recommendation, or read a review. It was locked up. Making all these steps simple by thinking about the design of a website or app is a good start, but then it is important to back up this design with a support operation that can respond to the customers who need help.

Sales 52

Sales CX Social Media Healthcare 52

CX Journey

SEPTEMBER 5, 2018

Coming up with a brand identity isn’t an easy task. Set up a booth at small festivals or hang door hangers in neighborhoods, for example. Once you know who your target audience is, it’s easier to come up with the ideal branding message. You'll also want to connect with influencers in your industry and reach out to local media.

Social Media 104

Social Media Start-ups B2B Innovation 104

InteractionMetrics

NOVEMBER 11, 2024

Oh, don’t get me started on them. A delay of four days adds up. It got me thinking when I was planning on talking to you today to go all right, what was the point of surveys when we started doing this thing at scale? Um, how did that moment that leads up, up to now change the way companies thought about service?

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

SurveySensum

FEBRUARY 17, 2025

In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. Reduce manual effort and speed up decision-making. So whats the solution here?

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Turn your podcast down, and turn this article up to eleven. Start there first.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

SurveySensum

JUNE 6, 2025

Because strategic decisions and future predictions start with smarter data, doesn’t it? Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free 3. Isn’t that a cool way to scoop up insights? Wrapping Up Twitter (or X) isn’t just a place for hot takes and trending memes.

Sentiment Analysis 52

Sentiment Analysis AI Text Analytics Customer Feedback 52

SurveySensum

MARCH 19, 2025

No additional training is required to get started. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free Qualtrics vs Microsoft Forms: Comparison Both Qualtrics and Microsoft Forms offer several features and tools to analyze the user experience and drive growth.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

Experience Investigators

MARCH 25, 2025

Our friend Brooke Sellas , founder and CEO of B Squared Media , guides organizations in delivering unmatched customer support on social media. Customers expect brands to meet them where they are, whether thats on social media, chat, or other digital channels (lets face it: IRL is happening less and less with younger shoppers).

Customer Loyalty 52

Customer Loyalty Customer Journey Map Customer Experience Social Media 52

Intercom

FEBRUARY 27, 2025

Whether youre dealing with someone who needs immediate in-game support, or someone whos setting up their account for the first time, Fin makes it easy to provide everyone with VIP-level attention. Ready to level up? Consistent performance: Maintain rapid response times and accuracy even during the highest-volume periods.

Gaming 52

Gaming Compliance AI Sports 52

SurveySensum

FEBRUARY 6, 2025

But are they living up to your expectations? Lets start with Qualtrics. Start using SurveySensum’s DIY survey builder today to simplify your feedback collection process and create surveys tailored to your specific requirements! Is there any alternative that stacks up to QuestionPro and Qualtrics?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Hodusoft

JANUARY 8, 2025

In the beginning we started with a quote that said microfinance is one of the most promising and cost-effective tools in the fight against global poverty. This includes integrating traditional methods like in-person interactions with modern digital platforms such as mobile apps, websites, and social media.

Contact Center 52

Contact Center Finance Customer Satisfaction Transportation 52

InteractionMetrics

JANUARY 31, 2025

Interaction Metrics company handles everything from start to finish. Runner Up: Beyond Feedback Beyond Feedback is one of the only firms offering fully customized customer experience survey programs. All of our surveys are built from the ground up and screened multiple times to make sure they’re free from 20+ types of bias.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Experience Investigators

FEBRUARY 18, 2025

For example: Churn spike after sign-up? Retaining these customers increases their lifetime value and reduces potential support costs to get them up and running. You may find that people are using different social media channels and online communities that you were not aware of. Acquisition declining?

Customer Experience 52

Customer Experience Non-Profits CX Education 52

InteractionMetrics

FEBRUARY 20, 2025

Instead of improving the customer experience, they end up frustrating customers even more. Encouraging them to leave online reviews or share their experiences on social media can amplify positive word-of-mouth and attract new customers. Start by analyzing open-ended responses. Leverage social media surveys.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52