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Customer Satisfaction

Chatbots Rank Dead Last in Customer Satisfaction as Digital Service Demand Grows Amid COVID-19

eGain, the leading provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19. Conducted by Dimensional Research on behalf of eGain and fielded in June 2020, the survey was administered to thousands of consumers, who had used a digital channel for customer service across six industries in April and May 2020. Here are key findings: Marketing Technology News: Bright Pattern Contact Center Chosen by…

Zendesk Supports Apple Business Chat General Availability

Companies can have real-time customer conversations via Apple Messages directly in Zendesk Support Apple and Zendesk announced the general availability of Apple Business Chat, allowing companies to have real-time customer conversations via Apple Messages directly in Zendesk Support. This announcement follows Zendesk’s continued investment in messaging, giving customers access to all messaging applications through its customer experience platform. Zendesk’s 2020 State of Messaging Report found messaging apps have the…

2020 Marketing Trends Outlook – B2B Buying Shifts to Online

B2B buying is changing. We knew this in 2019, but as we begin our journey into a new decade, it stands out in sharp relief. Businesses are moving away from traditional enterprise buying habits at a rapid pace – in search of greater speed, transparency, and simplicity. Looking to the B2C shopping journey as a key example, there are strategic elements implemented by brands that drive customer satisfaction and should be replicated by B2B sellers, such as price transparency, free trials and demos, and the ability to compare…

Informatica Recognized as the Winner of Data Analytics 2020 Microsoft Partner

Unique Distinction Demonstrates Informatica's Ongoing Leadership in Enterprise Cloud Data Management Informatica, the enterprise cloud data management leader, announced it has won the Data Analytics 2020 Microsoft Partner of the Year Award. The company was honored among a global field of top Microsoft partners for demonstrating excellence in innovation and implementation of customer solutions based on Microsoft technology. Marketing Technology News: Alyce Named G2 Account-Based Execution Enterprise Leader in Four…

LivePerson Reimagines the Office-Centric Workplace To Focus on the Employee-Centric Workforce

COVID-19 concerns, employee sentiment around office health and safety, and know-how on remote work operations is driving innovation around the future of work LivePerson, Inc., a global leader in conversational solutions, announced its move away from office-centric workplaces to become an employee-centric workforce. This reimagining of the modern workforce represents a decision to innovate in the face of COVID health and safety concerns and government mandates that have forced employees to stay out of the company's offices…

New Research Recognizes Verint for Top Customer Satisfaction Scores in AI and Customer Self-Service

Verint Intelligent Virtual Assistant Also Receives Highest Satisfaction Ratings for Product and Natural Language Understanding Verint Systems Inc., The Customer Engagement Company, announced it received highly satisfied scores from customers in product satisfaction, implementation and overall vendor satisfaction in DMG Consulting LLC’s new 2020/2021 Intelligent Virtual Agent Product and Market Report*. Marketing Technology News: Weyland Tech Engages The Benchmark Company to Explore Strategic Alternatives Customers ranked…

Returns Experience Critical to Customer Satisfaction and Retention, Doddle

With Spike in E-Commerce Returns Expected Post-COVID-19, Retailers Must Ensure Their Returns Processes and Systems are Ready, as 74 Percent of Respondents Think Retailers Need Returns Improvement Doddle, a leading international e-commerce solutions provider that designs, develops and integrates consumer fulfilment and returns technology, announces the findings of a survey it conducted to uncover how important the e-commerce returns experience is to consumers. The research of almost 1,400 U.S. consumers was…

Guidewire Software Announces Hi Marley as New Solution Alliance Partner

New partner’s texting platform to increase efficiency and customer satisfaction throughout claims process Hi Marley, a leading communications solution specifically designed for the insurance industry, and Guidewire Software, Inc., the platform P&C insurers trust to engage, innovate, and grow efficiently, today announced that Hi Marley has joined Guidewire PartnerConnect as a Solution partner. Hi Marley provides an AI-enabled texting platform built with insurance-specific functionality and intelligence allowing claims…

Daylite Named High Performer in G2 Work Management Software Summer 2020

Mac CRM and Project Management app, Daylite, that allows small businesses to manage clients, deals, and projects in one place has been named a High Performer in G2's Work Management Software for Summer 2020 Marketcircle announced that Daylite, their Mac CRM that allows small businesses to manage clients, deals, and projects in one place, has been named a High Performer in Work Management Software High Performer for Summer 2020 by G2. G2 is the world’s largest technology marketplace made for businesses to find, review,…

Splashtop Releases New Remote Support Integration with Jira

Jira technicians can now remotely access/support/control their end-user's computers using the Splashtop On-Demand Support (SOS) service Splashtop Inc., the worldwide leader in remote access, collaboration, and remote support solutions, has partnered with Atlassian to bring Splashtop's On-Demand Support technology to the Jira platform. Splashtop On-Demand Support is a solution optimized for IT Support and Helpdesks looking for a fast and user-friendly remote support solution, with high performance and robust security.…

Khoros Care Now Offers Google’s Business Messages to Serve Customers Online

Khoros, a global leader in customer engagement software, today announced that it offers Google’s Business Messages. Google’s newest channel makes it easy for customers to initiate rich messaging conversations with brands and integrates with Khoros Care’s intelligent response platform. Khoros Care empowers brands and their customer care agents with the industry’s easiest-to-use conversation management, analytics, and workforce management tools to dramatically reduce call volume and operational costs while increasing…

SugarCRM Named Mid-Market Leader for CRM by G2 for the 4th Consecutive Year

SugarCRM Inc.®, the innovator of time-aware CX, today announced that it was named a leader in the new G2 Grid Report® for the Mid-Market for the fourth consecutive year, for a total of 16 consecutive quarters. Sugar received high customer satisfaction scores for ease of doing business, ease of administration, and meeting overall requirements. With a shorter time to value than other leaders, highly ranked features for Sugar Sell include customization, contact management, and contract management. “Each of Sugar’s CX…

IntelePeer Launches Managed Solutions Offering to Accelerate Customer Adoption and Deployment

Enterprise customers can leverage IntelePeer expertise to deploy communications-enabled workflows, advanced AI capabilities, and analytics with Atmosphere® CPaaS IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced today the availability of Atmosphere Managed Solutions, a full-service program that assists customers with creating self-service and omni-channel customer experiences through workflow automation, artificial intelligence, and advanced analytics. Industry leaders are investing…

Journey Unveils Award-Winning Trusted Identity Platform, Fundamentally Transforming Customer Experience

Journey has designed a completely new approach to solving the digital identity challenge throughout every customer interaction using an innovative network and platform Journey is announcing a new way to verify customer identity and secure digital customer interactions using an award-winning and patent-pending "Zero Knowledge" network-based approach. It is the first and only platform that solves for privacy, security, and customer experience simultaneously, which unlocks huge improvements in customer satisfaction, fraud…

Opower Reimagines the Home Energy Report

Dynamic new reports to engage millions of customers starting this summer, enabling savings in energy and money while helping utilities build a cleaner energy future Oracle Utilities Opower has completely reimagined the Home Energy Report (HER). Starting this summer, the new reports can help millions of households save money and reduce their carbon footprint through dynamic new experiences. With bold designs, new energy insights and applied behavioral science, the new Opower HERs make it easy for utilities to reach all…

Cengage Wins Customer Relationship Management Institute’s “Top Customer Support” Award for Third Consecutive Year

Award Measures Customer Satisfaction on a Five-Point Scale; Cengage Received nearly 94% Customer Satisfaction Rating For the third consecutive year, Cengage has won the Customer Relationship Management Institute's NorthFace ScoreBoard Award for top customer support. The award is based on feedback from customers—students, instructors and administrators—as measured by CRMI LLC, a recognized expert in developing and implementing customer and employee experience management strategy programs. "We're honored to again receive…

Cegid’s Customer Satisfaction Rises Nearly 10% Using Genesys Cloud

Cloud contact center solution from Genesys enables Cegid to rapidly enable a remote workforce during COVID-19 and supports global expansion plans With hundreds of thousands of customers across 75 countries, Cegid is a leader in business management solutions for accounting, finance and tax, payroll and human resources, Enterprise Resource Planning (ERP) and retail. The company is the third ranked software as a service provider in France and has earned a reputation as an industry trailblazer for being one of first to adopt…

Voxco Survey Software Launches Free Website Satisfaction Tool for Businesses of All Sizes to Measure Customer Experience Online

Voxco survey software announced today the launch of a free website satisfaction survey tool for businesses of all sizes to measure customer experience online and gather insights from the voice of the customer. The tool is completely free to use and offers companies the ability to gather critical customer data in order to better understand; visitor intent, task completion, customer effort, customer satisfaction and net promoter scores. Marketing Technology News: Comcast, Charter and ViacomCBS Announce Blockgraph…

Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

NICE inContact announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring…

Trustpilot Continues to Build World’s Most Powerful Review Platform with Launch of Location Reviews

Companies can now collect, manage, showcase, and reply to reviews for all of their unique business locations Trustpilot, the leading global consumer review platform free and open to everyone, continues to build out its full-service, 360-degree customer review offering with today’s launch of Location Reviews. The new product, which comes on the heels of Transparent Inviting, an industry-first transparency tool, gives businesses on Trustpilot.com the ability to add multiple business locations to their Trustpilot profile, each…