Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

CSAT.AI

SEPTEMBER 7, 2022

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. Why is it a big surprise when customers use abusive tactics to get what they want? Customers expectations are changing too. .

Customer Service 88

Customer Service Non-Profits Sentiment Analysis Social Media 88

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. We’ve all been there. Quick Adoption is Key to Success.

Scorecard 93

Scorecard Start-ups Customer Experience 93

Hodusoft

SEPTEMBER 7, 2022

Accessibility is one of the essential aspects of delivering an impeccable customer service experience. The inbound contact center serves as the point of access for customers for queries, complaints, issues, and feedback. Resolution of customer issues becomes easier when the business integrates inbound call management software.

Omnichannel 52

Omnichannel Social Media CRM Customer Satisfaction 52

TeamSupport

JULY 6, 2020

This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Prioritize: One common way to prioritize your customer support tickets is by urgency or severity.

B2B 104

B2B Start-ups Technology Technology 104

TeamSupport

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.

B2B 98

B2B Sales 98

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Myra Golden Media

APRIL 7, 2020

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. To customers, it’s them against you. There’s a brick wall between you and your customer.

Customer Experience 71

Customer Experience Customer Service 71

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

B2B 65

B2B Technology Technology Sales 65

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience.

Technology 63

Technology Technology Social Media Artificial Intelligence 63

Hodusoft

JULY 27, 2022

For businesses of all sizes, keeping customers happy and satisfied all the time is easier said than done. It’s undeniably true that when a company provides its customers with a product or service, it’s accountable for it. However, 70% of complaining customers will repeat business if the complaints are resolved in their favor.

Customer Loyalty 52

Customer Loyalty Customer Satisfaction Customer Service Customer Expectations 52

Beyond Philosophy

SEPTEMBER 7, 2015

With a strong website, optimized with the right words and phrases, a small business can make a big presence. Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy.

Social Media 166

Social Media Engineering Customer Service CX 166

The Customer Service Blog

JULY 9, 2021

The insurance arm of Lloyds Banking Group's has been fined £90 million for sending nine million misleading letters about home insurance to its customers between 2009 and 2017. Mark Steward of the FCA said: "Firms must ensure their communications with customers are clear, fair and not misleading. million as compensation for this.

Customer Loyalty 52

Customer Loyalty Retail Start-ups Customer Service 52

Provide Support

FEBRUARY 24, 2016

10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Read more.

Customer Service 87

Customer Service 87

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. So, what are some of the top questions being asked about customers? So – are customers actually rude, stupid or entitled?

Start-ups 124

Start-ups Customer Service Social Media Contact Center 124

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

Government 152

Government Customer Service Customer Experience 152

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. It’s bad enough when you lose a customer. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

Comm100

SEPTEMBER 14, 2015

If you work in customer service, then you know that words are incredibly powerful. But the right words also have the power to create happy, life-long customers. But the right words also have the power to create happy, life-long customers. Helping a customer should start from a sincere and positive place.

Customer Service 92

Customer Service 92

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Fonolo

OCTOBER 23, 2018

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note.

Customer Satisfaction 85

Customer Satisfaction Technology Technology Customer Service 85

SurveySensum

JANUARY 5, 2024

These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. Let’s dive in!

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Provide Support

OCTOBER 12, 2016

While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication. Drop the Jargon.

Customer Service 66

Customer Service 66

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Customers That Stick

OCTOBER 9, 2014

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Give your communication repertoire a shot in the arm with these five quick customer service language hacks.

Customer Service 164

Customer Service Social Media Customer Satisfaction 164

SixteenVentures

FEBRUARY 28, 2023

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. These AI-powered tools offer unique benefits to Customer Success Managers (CSMs) and Enablement pros like: enhancing search, language generation, and productivity.

AI 60

AI Engineering Artificial Intelligence Innovation 60

Uplifting Service

FEBRUARY 26, 2020

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements. This is service.

Innovation 98

Innovation Engineering Education Customer Service 98

Heart of the Customer

DECEMBER 18, 2014

Effort is the bane of your customer experience. ” But is customer effort the right measurement to use? The CEB created the Customer Effort Score (CES) as a transactional measurement. Its original phrasing was “How much effort did you personally have to put forth to handle your request? Effort = customer churn.

Customer Journey Map 138

Customer Journey Map Net Promoter Score Voice of the Customer Customer Experience 138

Fonolo

AUGUST 15, 2023

Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers. Lowering your target service level means fewer agents are needed, which raises occupancy.

Contact Center 67

Contact Center Event Planning Technology Technology 67

Callminer

APRIL 23, 2019

To ensure the quality of customer service. Predictive algorithms listen for certain words and phrases in order to know exactly when to pause the call. These steps will save potential fines, better protect customers and reduce the damage in the event of data loss. To train and evaluate call center staff.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management.

NPS 87

NPS Net Promoter Score Customer Journey Map Customer Satisfaction 87

Execs In The Know

OCTOBER 9, 2022

Capture customer sentiment and learn from it. Contact centers are an organization’s window into customer feedback, trends, and sentiment. The result is an up-to-the-minute picture not just of what people are calling about, but also of how they feel about your company and its service. Is a caller content, confused, or upset?

ML 59

ML AI Contact Center Customer Experience 59

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management.

NPS 86

NPS Net Promoter Score Voice of the Customer Customer Journey Map 86

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Enter our philosophy of Run Less Software. What it means to Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

Hodusoft

SEPTEMBER 20, 2023

But when callers dial your customer service number, only a small fraction of them get to speak with a live agent instantly. This blog post discusses the call queue system in great detail including how it works, benefits, as well as strategies to enhance call queuing. Read on and thank us later. What is a call queue?

Contact Center 52

Contact Center Omnichannel Start-ups Engineering 52

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. You’re essentially teaching your agents to speak a common language and customers appreciate the consistency.

Net Promoter Score 68

Net Promoter Score Customer Service Customer Satisfaction Contact Center 68