social media customer service

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By: hybris software     Published Date: Aug 01, 2012
Industry leaders are engaging in multichannel integration for some very good reasons. More effective cross-channel strategies lead to more satisfied consumers as well as more efficient, more profitable retail operations. In fact, as the survey indicates, consumers expect integrated multichannel experience from their favorite brands.
Tags : multichannel, retailing, multichannel retailing, technology considerations, hybris, pos, point of sale, print, mobile, call center, social media, website, integrated multichannel experience, cross-channel strategies, synergy, buy online, immediacy, convenience, cost savings, aisle kiosks
     hybris software
By: IBM     Published Date: Aug 10, 2009
Digital Media convergence, Web 2.0 and social networking's growing influence are forcing Telecommunications companies to transform their service offerings. Watch this webcast to learn about IBM's asset-based telecommunications solutions that solve our clients most important challenges.
Tags : web 2.0, social networking, telecommunications, digital media, collaboration, ibm, empowering people, spde, cem, customer experience management, blogs, wikis, user profiles, tagging, feeds, mobile services, lotus, enterprise applications
     IBM
By: IBM     Published Date: Sep 11, 2013
Learn how social media is reshaping the relationships that customers are having with products, services, and brands and how using the right combination of technologies will help you understand emerging consumer trends and increase the ROI of your marketing campaigns
Tags : social media analytics, consumer insights, marketing, roi, consumer trends, technologies
     IBM
By: IBM     Published Date: Sep 30, 2013
Insurers are discovering the power of conjoining advanced technologies for collaboration, social media and mobile with business processes. The result is social business, which embeds advanced technology tools, media and practices into the ongoing activities of the organization. Social business reaches across the enterprise and then extends to customers and partners. Read this white paper to learn more.
Tags : ibm, social business, insurance, social media, media technology, it platforms, customer service, networking, enterprise applications
     IBM
By: IBM     Published Date: Feb 14, 2014
"Welcome to the age of Social CRM, a different way of thinking about customer relationship management that focuses on using social media to enhance customer engagement. How prepared are companies to make this shift? Despite widespread adoption of social media, for most, Social CRM is still in its early stages, execution is patchy and concerns about ROI remain. To fully exploit the power of social media to connect with customers, organizations need to move beyond isolated projects to integrated programs and, ultimately, a Social CRM strategy."
Tags : ibm, marketing, social media, crm, social crm, customer service, customer interaction, customer relationship, marketing management, marketing strategy
     IBM
By: IBM     Published Date: Feb 14, 2014
A social business is an organization whose culture and systems encourage networks of people to create business value. Social businesses connect individuals, so they can rapidly share information, knowledge and ideas by having conversations and publishing informal content. They analyze social content from multiple channels and sources, in addition to structured data, to gain insights from both external and internal stakeholders. When those things happen, innovation and business execution rates increase, better decisions are made, and customers and employees are more engaged and satisfied. Social businesses enjoy lower operating costs, faster speed-to-market, improved customer and employee engagement, and increased profitability. Many organizations don’t fully appreciate the magnitude of the value creation potential of social business.
Tags : ibm, social business, marketing, social media, marketing management, analytics, marketing research, trends, customer interaction, customer service, crm, marketing software
     IBM
By: IBM     Published Date: Mar 12, 2014
Learn how to take your organization’s social media strategy beyond passive listening to truly engaging your audience to create business value.
Tags : ibm, social business, marketing, social media, marketing management, analytics, marketing research, trends, customer interaction, customer service, crm, marketing software
     IBM
By: IBM     Published Date: Apr 29, 2014
Social media is reshaping the relationships that customers have with products, services and brands. Read this white paper to learn how the right combination of technologies can help you understand emerging consumer trends and increase the ROI of your marketing campaigns.
Tags : ibm, retail, social media, social media analytics, consumer insights, customer relationships, roi, business technology, consumer trends, marketing
     IBM
By: IBM     Published Date: Aug 06, 2014
Social media is reshaping the relationships that customers have with products, services and brands. Read this white paper to learn how the right combination of technologies can help you understand emerging consumer trends and increase the ROI of your marketing campaigns.
Tags : ibm, retail, social media, analytics, insights, actionable, relationships, technology
     IBM
By: IBM     Published Date: Oct 31, 2014
Social media is reshaping the relationships that customers have with products, services and brands. Read this white paper to learn how the right combination of technologies can help you understand emerging consumer trends and increase the ROI of your marketing campaigns.
Tags : social media analytics, customer satisfation, consumer trands, roi, marketing campaigns
     IBM
By: Interactive Intelligence     Published Date: Dec 02, 2010
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
Tags : interactive intelligence, sms, media channel, short message service, wireless, mobile communications, gsm, social media
     Interactive Intelligence
By: Jive     Published Date: Feb 13, 2014
The Leaders Quadrant for Social Software
Tags : jive, social, social media, social software, gartner's magic quadrant, customer service, social business
     Jive
By: Jive Software     Published Date: Mar 08, 2012
Your customers are demanding better answers, faster-and social media gives them a louder megaphone. Meanwhile, Management is pushing you to reduce support costs and increase team efficiency.Our panel will discuss practical advice and proven strategies for integrating Social into your organization's customer service ecosystem, followed by a live audience Q&A session.
Tags : 
     Jive Software
By: join.me     Published Date: Jan 29, 2014
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. In this year’s report, we explore how Internet shoppers use these various channels to inform purchase decisions and seek help from customer service. Readers will learn the channels that shoppers prefer in given scenarios and how to prepare their teams for optimal engagement.
Tags : live chat report, social media, purchasing behavior, logmein, internet shoppers, optimal engagement
     join.me
By: join.me     Published Date: Jan 29, 2014
Identify trends is multi-channel service and support with a focus on the increase in live chat and social media.
Tags : logmein, engagement, multi-channel, multi-channel service, customer support, live chat, social media, customer experience, service infrastructure, customer service technology
     join.me
By: LiveOps     Published Date: Jun 29, 2012
While Customer Service and Contact Centers have always been important to a business' ability to handle customer questions, resolve problems and deal with issues, the adoption of social media by Customer Service positions them as the unique driver of the Social Enterprise.
Tags : marketing, liveops, customer service, enterprise, business, social customer service, digital, online customer service
     LiveOps
By: LiveOps     Published Date: Aug 03, 2012
This paper will first discuss the impact of cloud computing, consumerization of IT, and the emergence of social media in driving the transition from traditional on-premises call centers to a superior model, the cloud contact center.
Tags : cloud computing, consumerization of it, consumerization, on-premises call centers, cloud contact center, contact center operations, functionality, cloud-based customer service, mirgation, social media, crm, customer relations management, availability, innovation, scalability, security, self-service, staffing, workforce, data management
     LiveOps
By: LogMeIn     Published Date: Aug 27, 2013
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. In this year’s report, we explore how Internet shoppers use these various channels to inform purchase decisions and seek help from customer service. Readers will learn the channels that shoppers prefer in given scenarios and how to prepare their teams for optimal engagement.
Tags : live chat report, social media, purchasing behavior, logmein, internet shoppers, optimal engagement
     LogMeIn
By: LogMeIn Rescue     Published Date: Oct 21, 2013
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.
Tags : logmein, infoworld, customer service, customer support, support, support strategy, social media, mobile support, email support, remote pc access software, remote desktop connection, remote computer support, customer support channels
     LogMeIn Rescue
By: Main Street Hub     Published Date: May 06, 2016
Learn best practices to engage with current and potential customers on your Facebook business page!
Tags : local business, small business, business owner, social media for business, twitter, facebook, social media service, marketing, customer service
     Main Street Hub
By: Main Street Hub     Published Date: May 06, 2016
This essential guide contains everything you need to know about using Twitter for your business. Learn how to attract new customers, continue conversations with existing customers, and keep them coming back!
Tags : local business, small business, business owner, social media for business, twitter, facebook, social media service, marketing, customer service
     Main Street Hub
By: Main Street Hub     Published Date: May 06, 2016
Check out our definitive guide for engaging with current customers, bringing new customers your way, and making sure your online reputation shows your business in the best light.
Tags : local business, small business, business owner, social media for business, twitter, facebook, social media service, marketing, customer service, reputation management, online reputation, yelp, google+
     Main Street Hub
By: Oracle     Published Date: Apr 05, 2013
Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.
Tags : expect better service, better products, better communication, smarter service, contact center, oracle
     Oracle
By: Oracle     Published Date: Aug 08, 2013
Social media is transforming customer care and should be considered a strategic vehicle for delivering excellent customer experiences. A majority of social conversations are ‘noise’, however, there are topics that are relevant to different parts of the organization. When the topic is customer-service-related, most organizations are ill-equipped to deliver the level of support needed resulting in a splintered, disjointed customer experience. Get your free copy of “Customer Care in a Social World” whitepaper where you will learn: • Three qualifications needed for a social-enabled contact center • To identify the stage of social-enablement for your contact center
Tags : customer care, social world, oracle, crm, social media, data management
     Oracle
By: Oracle     Published Date: Aug 15, 2013
Social media is transforming customer care and should be considered a strategic vehicle for delivering excellent customer experiences. A majority of social conversations are ‘noise’, however, there are topics that are relevant to different parts of the organization. When the topic is customer-service-related, most organizations are ill-equipped to deliver the level of support needed resulting in a splintered, disjointed customer experience. Get your free copy of “Customer Care in a Social World” whitepaper where you will learn: • Three qualifications needed for a social-enabled contact center • To identify the stage of social-enablement for your contact center
Tags : customer care, social world, oracle, crm, social media, enterprise applications
     Oracle
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