Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. In the modern contact center, these ARE customer experience metrics.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

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. To gain insight around this metric, we recommend the Zendesk Time Tracking App which is a simple, free add on for Zendesk. Practice #2: Plan for repeat contact handling. Image by Pete Linforth from Pixabay.

Close the Loop 63

Close the Loop Contact Center Customer Satisfaction Start-ups 63

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. You want to hire a live chat agent who does some or all of the following: Maintains eye contact. Doesn’t interrupt. Team Player.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Why Chatbots? Lower Labor Expenses.

Contact Center 50

Contact Center Artificial Intelligence AI Social Media 50

Intercom, Inc.

MAY 24, 2018

We have prospector API, which is about lead generation and finding new contacts. Instead of saying, “My job is to create a blog post,” it’s, “My job to change X number, and one of my tactics is to create content”. Adam: Data is at the center of all that work. We would launch a new product every couple months.

B2B 182

B2B Sales Start-ups B2C 182

ProProfs

APRIL 5, 2022

Constant Contact Customizable design templates for emails. month (Price based on number of contacts). Organize your leads and accounts into ‘notes’ and ‘tags’. Import contacts using spreadsheet, email, forms, or webhooks. Organize contacts by activity, opportunity, or last interaction. Starts at €39/month.

Social Media 52

Social Media CRM Start-ups Net Promoter Score 52

Comm100

SEPTEMBER 7, 2017

To further reduce first contact resolution, here we offer 12 essential tips for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Even if your candidate has prior experience in a call center, they may never have attended to customers over live chat before.

Sports 44

Sports Customer Service Start-ups Construction 44