Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Fonolo

MARCH 16, 2021

This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. First Call Resolution is a measure of how frequently you can resolve a customer’s query the first time they reach out.

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Gaming CX Start-ups 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Gaming CX Start-ups 182

Inside Customer Service

NOVEMBER 18, 2021

They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? This might seem like strange advice coming from someone who makes a living from online training classes , has a blog , and has written several books.

Start-ups 130

Start-ups Sales Customer Service 130

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. Consequently, so does the demand for a good customer experience.

Customer Experience 94

Customer Experience Touchpoint Start-ups CX 94

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 129

Customer Service Government CX Start-ups 129

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? 8 strategies to get great customer service based on YOUR actions: 1. Define what you want and the questions you have in advance while staying open to possibilities. Pay attention to HOW you speak to customer service associates as well as WHAT you say. It makes sense.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. Without a defined goal or objective, there will be no clear solutions.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Server interruptions.

B2B 91

B2B Customer Service B2C Net Promoter Score 91

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. The goal is for both the customer and the agent to have positive experiences that benefit everyone and the bottom line. An abusive agent is detrimental to a company, as is an abusive customer.

Customer Service 85

Customer Service CX Customer Satisfaction 85

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. Road Map Vectors by Vecteezy.

Customer Satisfaction 52

Customer Satisfaction Customer Relationship Customer Expectations Customer Service 52

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 96

Net Promoter Score Customer Acquisition NPS Customer Journey Map 96

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog

Customer Service 140

Customer Service Gaming Start-ups CX 140

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 82

Customer Service Artificial Intelligence Start-ups Education 82

Intercom

MARCH 9, 2023

Imagine a customer service team with high turnover and low tenure across the board. Your customers will only ever speak to people who haven’t had the necessary time or mentorship to become experts. They’ll receive continuous poor service, become frustrated, and – despite your great product – churn.

Customer Service 59

Customer Service Engineering Start-ups Education 59

Intercom, Inc.

MARCH 25, 2020

It’s a challenging time right now, and you might be seeing more customer conversations as a result. We’re also republishing this Help Center article to further help you reduce your Support team’s load so they can provide your customers with the personal support they need. Custom Bots. Resolution Bot.

Start-ups 160

Start-ups 160

TeamSupport

JULY 20, 2020

1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence. Every customer service organization wants to achieve excellence for its customers, but what does that mean exactly?

Net Promoter Score 98

Net Promoter Score B2B NPS Customer Satisfaction 98

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

TeamSupport

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. At the core of every great Support organization is a clearly defined support mission.

B2B 64

B2B Customer Expectations Customer Satisfaction Customer Relationship 64

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough?

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

CSAT.AI

MARCH 15, 2023

They have significant buying power and might be the core customer base of a brand. In this blog post, we will discuss what makes Generation X customers different and why they are so important for businesses (with a musical soundtrack to guide the way to the MTV generation!). . Automated tools like CSAT.AI

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week.

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

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

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Win the Customer

DECEMBER 17, 2015

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it?

Customer Service 114

Customer Service Customer Satisfaction Customer Experience 114

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). The expectations of customers have increased dramatically. Let’s get started.

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. How lead generation fits into the customer journey. But it doesn’t have to be. What is lead generation?

Social Media 98

Social Media B2B Sales Start-ups 98