Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Are the Robots Going to Take All the Jobs?

AI 209

AI Contact Center Start-ups Innovation 209

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were asked to leave.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

Comm100

NOVEMBER 28, 2022

Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels. In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead. Automation takes off.

Education 87

Education Customer Service Omnichannel Social Media 87

Execs In The Know

APRIL 29, 2022

There have been many incorrect assumptions made about customer preferences as the world has grown a digital core; chief among them is that customers will no longer want human assistance with the brands they patronize. The problem was just that customers didn’t want to have to call (or email or chat) for every.

Start-ups 97

Start-ups Technology Technology Education 97

SurveySensum

FEBRUARY 23, 2024

Let’s scroll down to find out more about pulse survey, and its advantages, and learn about how to create an effective pulse survey for your company to boost your employee experience , along with the right questions to ask. But how is it different from the annual employee engagement survey you receive?

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Here’s your complete guide to improving customer perception of your business. Customer Experience.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. Improving customer experience is a multifaceted process and the simplicity of the NPS question does have some limitations that hinder you from truly understanding and addressing customer needs, no matter how robust your NPS software is.

NPS 52

NPS Customer Experience Customer Satisfaction Actionable Insights 52

Help Scout

JULY 29, 2021

There are many excellent reasons to create and publish FAQ content for your product. First, 70% of customers prefer to use a company’s website to get answers on their own. This, in turn, reduces support volume, and it also provides your support team with additional resources to share with your customers.

Start-ups 142

Start-ups Education Sports Engineering 142

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. The books are not in order of preference; all are very good. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

CX Accelerator

APRIL 30, 2018

Companies these days are fixated on Customer Experience. It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. After all, with long hours, demanding customers and complicated systems…how could things go wrong? ??

CX 140

CX Customer Journey Map Hospitality Hospitality 140

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. But with so much video content out there, how can you make sure your videos stand out? The answer is simple: listen to your customers. Customer feedback is a valuable resource for video marketing.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

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. With the right tools and advice, anyone can become an expert in how to generate leads. But it doesn’t have to be.

Social Media 98

Social Media B2B Sales Start-ups 98

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. How Do Chatbots Work?

Sentiment Analysis 86

Sentiment Analysis Artificial Intelligence Omnichannel AI 86

SurveySensum

JULY 21, 2023

Acquiring a new customer can cost you 5-7 times more than retaining an old one. And, in SaaS, on average, it can cost 4-5 times more – The Value of Keeping the Right Customers study by Harvard Business Review You read it right! That’s why here in this blog we will talk about the top 11 B2B customer retention strategies.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Hodusoft

JULY 26, 2023

Among all those results, you need to look for the best ones, which can help you provide the best customer service to your customers. This blog post discusses why HoduCC contact center software is a suitable alternative to Ameyo’s contact center software and how you can benefit by using HoduCC.

Contact Center 52

Contact Center Transportation Omnichannel Customer Relationship Management 52

Execs In The Know

FEBRUARY 17, 2023

To avoid being left out of the conversation, most brands have already implemented a social customer care strategy, having realized that their followers care as much about the product and service as they do about the experience. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

SurveySensum

NOVEMBER 27, 2023

You gave detailed feedback and suggested making it easier to add multiple pictures and organize them in a single post. And how would you know which ONE is important from all the comments and ratings? But today you’re unable to upload multiple photos in one post – a technical glitch. This is the power of conducting in-app feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Actionable Insights 52

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. Low customer satisfaction levels can hurt your brand’s image in addition to losing customers and cash, especially if certain customer complaints become viral online. We can call these customer satisfaction measures as customer experience (CX) metrics.

Contact Center 52

Contact Center Customer Satisfaction Net Promoter Score NPS 52

Zendesk

AUGUST 1, 2022

This is why customer referral programs are so effective. Businesses know word-of-mouth marketing works, so many ask their best customers to serve as brand advocates and refer people in exchange for incentives (like a discount or gift). What is a customer referral program? Benefits of customer referral programs.

Social Media 98

Social Media Start-ups CRM Sales 98

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

SugarCRM

JULY 11, 2023

In business, we all know the value of data in terms of knowing and understanding customer needs. However, we also know that the way we manage data, apart from collecting and storing it, plays a significant role in customer interactions. This was also the scenario Sofia University found itself in. It became inefficient.

CRM 20

CRM CX Sales Business Operations 20

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Click here to read the original post.

Close the Loop 63

Close the Loop Contact Center Customer Satisfaction Start-ups 63

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Help Scout

JULY 27, 2021

In this article, we cover those pain points and offer 13 real estate customer service tips to help you provide great support to your clients. For those fortunate enough to have a stable place to call home, it represents safety and familiarity: a place to create memories, and their literal — and figurative — shelter from the storm.

Real Estate 84

Real Estate Customer Service Finance Start-ups 84

Comm100

NOVEMBER 29, 2021

Advances in technology and shifts in customer preferences mean live chat best practices are often changing. We have been building live chat software for more than 10 years, helping brands like IBM, HomeTrust Bank, and Canadian Blood Services to deliver exceptional customer service. Convinced now? Let’s get started!

Start-ups 79

Start-ups AI Customer Service Technology 79

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals.

Customer Satisfaction 91

Customer Satisfaction Net Promoter Score Sales Start-ups 91

Aquire

NOVEMBER 23, 2021

For businesses, that means thanking their customers. And what better way to do that than on social media? Why should I thank customers on social media? Here are few reasons why you should use social media as a means of showing gratitude to customers : It’s conversational. 6 ways to thank customers on social platforms.

Social Media 52

Social Media Social Listening Customer Relationship Sales 52

Zendesk

DECEMBER 1, 2020

Digital transformation was already vital to surviving in the ever-evolving digital economy and meeting the ever-increasing customer expectations it generates. But how to do it well often is—especially transformation supporting greater customer-centricity. Digital transformation and customer experience. Learn more.

AI 98

AI Technology Technology Artificial Intelligence 98

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. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact Center 52

Contact Center Customer Service CRM Social Media 52

SurveySensum

MAY 18, 2023

Customer satisfaction can make or break a company’s reputation, and that’s where retail surveys come into play. By gathering customer feedback, businesses can get valuable insights into what’s working and what’s not. Retail surveys are used to gather customer feedback about their shopping experiences.

Retail 52

Retail Customer Feedback Net Promoter Score NPS 52

Zendesk

APRIL 18, 2022

Though there may never be a single foolproof formula to generate leads for your business, there are certainly proven strategies you can use in the 2022 market. Though there may never be a single foolproof formula to generate leads for your business, there are certainly proven strategies you can use in the 2022 market. Let’s dive in.

B2B 98

B2B B2C Sales Social Media 98

Hodusoft

JUNE 14, 2023

All businesses use different strategies to build rapport with their prospects and customers. Some use in-person tactics to forge friendly and harmonious relationships with their target customers, while some use phones and digital media to achieve the same. How to choose the right contact center software for rapport building?

Contact Center 52

Contact Center Omnichannel CRM Customer Service 52

SurveySensum

SEPTEMBER 7, 2023

And within an hour you received a survey in your inbox – ‘How likely are you to recommend the washing machine to your friends?’ A CSAT Survey on delivery experience – ‘On a scale of 1 to 5, how satisfied are you with your overall experience with our delivery service?’ You’ll simply ignore it, right?

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

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. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Comm100

JULY 5, 2021

Customers are everywhere, and they expect you to be everywhere too. The problem is, with a small team, there’s a limit to how many channels you can monitor without customers falling through the cracks. They’ll also route queries to the best agents and sprinkle in automation for greater efficiency and better customer experience.

Social Media 59

Social Media Omnichannel Customer Acquisition Customer Service 59