How to Address Unhappy Customers on Facebook and Twitter
In this infographic from ExactTarget, you will learn all about the various types of “complainers” found on Facebook and Twitter and exactly how to respond to them.
Live Chat
More Merchants Monitor Social Media than Offer Live Chat
More merchants are monitoring social media in the contact center than offering live chat, according to the results of the MCM Outlook 2013 survey. According to the survey results, 46.5% of respondents are monitoring social media in the contact center, while just 21% are using live chat technology.
B2B Tech Videos Can Help Boost Sales
According to research conducted by IDG Research Services, 95% of B2B tech buyers watch tech-related videos and those views have a direct correlation to purchasing behaviors. In this infographic from IDG, you will learn more about this demographic and the actions they take after viewing. You will also learn the top five reasons why B2B buyers watches tech videos.
Brand-Building In A Rapidly Changing Channel Mix
With increased transactional, digital, mobile, content, social network and promotional marketing, how can marketers and merchants continue to differentiate, build brands and attack commoditization? Here is a five-step process you can use to differentiate and build brands across a changing channel mix.
Best Buy Swaps Email Out for Live Chat
Best Buy has removed the email contact from its customer service page. The company says the decision was based on consumer feedback, but others feel like it was based on poor performance.
Remote Language Translation: Strengthen Your Cross-Channel Customer Support Strategy
In order to keep customer retention, retailers need to focus on customer satisfaction. As retailers become more global, it
Most Online Holiday Promos Will Start by Halloween
Nearly 62% of online merchants will start their holiday promotions by Halloween, up from nearly 53% last year, according to Shop.org’s eHoliday survey conducted by BIGinsight. Many of those promotions will center on free shipping and online offers. This article also looks at holiday surveys conducted by Bronto and Litle & Co.
How to Determine Your Customers Want Live Chat
To help you decide whether you should invest time and money in exploring the benefits of live chat, Userlike has researched for what type of websites live chat is most beneficial. To do this, Userlike has conducted a questionnaire among 100 ecommerce websites that use live chat.
5 Contact Center Holiday Tips
The holidays are upon us now, which means you
The 3 C’s for Effective Order Fulfillment
Whether you use outsourced fulfillment or choose to run your fulfillment yourself, keep these three C