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

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. The most alarming were those with high-quality scores but low CSAT — especially if you view quality as the company’s gauge of the customer experience and CSAT as the customer’s gauge. Click here to read the original. Average Handle Time (AHT).

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Zendesk

JUNE 15, 2021

You receive an email from Lowe’s claiming that a new LG model is a customer favorite. But then a few friends tell you their Frigidaire dishwashers are the best they’ve ever owned. To build trust with consumers, a customer advocacy program is key. In this guide to customer advocacy, we’ll explore: What is customer advocacy?

Sales 64

Sales Net Promoter Score Social Media CRM 64

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Net Promoter Score 40

Net Promoter Score Start-ups B2B Engineering 40

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue! What does this lead to?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Zonka Feedback

DECEMBER 26, 2023

We have shortlisted the tools based on their AI features, the technology powering them, their standout feature powered by Artificial Intelligence, and who is the software best fit for. In this blog post, we will explore the top 10 AI survey tools that can revolutionize the way you create and analyze surveys. #1. Go beyond words.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

Execs In The Know

MAY 2, 2022

A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. Read on to see best practices for reshaping your CX program (or starting your brand new one). Don’t Overthink or Overspend: Keep Your Focus on What Impacts Customer Loyalty.

CX 97

CX VOC Customer Journey Map Contact Center 97

Beyond Philosophy

OCTOBER 4, 2019

Advertising is where your organization communicates with the customer. It is also where you begin to set customers’ expectations for your Customer Experience. Marketing should infuse everything you do as an organization because, at its core, marketing is about understanding the customer and what they want.

Social Media 25

Social Media Education Start-ups Entertainment 25

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

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. Here are six best practices.

Close the Loop 63

Close the Loop Contact Center Customer Satisfaction Start-ups 63

SurveySensum

NOVEMBER 14, 2023

This gathered data can help you to enhance your website as well as their experience. But are there any best practices to implement while creating website feedback surveys? But are there any best practices to implement while creating website feedback surveys? yearly increase in annual revenue, in contrast to 3.4%

E-commerce 52

E-commerce Omnichannel Touchpoint Close the Loop 52

ProProfs

JANUARY 26, 2023

In this blog post, we’ll take you through the best exam software in 2023, so you can make an informed decision when looking for the right tool for your requirements. But besides ease of use, there are several other features that exam builder software must have to qualify as “good” or “the best”.

Education 52

Education Start-ups AI Close the Loop 52

SurveySensum

MAY 25, 2023

Takeaway In the realm of customer-centric businesses, one thing is clear—they understand the immense power of customer feedback. But do you know why it has become such a crucial element in their quest to deliver exceptional experiences? This tNPS Blog is your go-to resource for unlocking the secrets of this invaluable metric.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Satisfaction 52

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Intercom, Inc.

MAY 24, 2018

In practice, that means an experimentation model is applied to all marketing activity, from content and demand generation all the way down to brand. I started out building websites in high school and then didn’t have much of a college experience and instead got into real estate. Short on time? Matt: Correct.

B2B 182

B2B Sales Start-ups B2C 182

Zendesk

MAY 20, 2022

As valuable as it would be to truly know each of our customers on a personal level, that’s just not possible for most businesses. Create a buyer persona: a short description of your ideal customer, including their thoughts, emotions, and job roles. There are plenty of companies or people that you don’t want as customers.

Sales 98

Sales Start-ups B2C Construction 98

Intercom, Inc.

SEPTEMBER 22, 2022

At some point in their growth, businesses usually start investing in customer research. But the fact is that a large portion of the employees – developers, marketers, product managers (whose work depends on an intimate understanding of the customer) – rarely, if ever, interact with them. And for a while, that was the case for Michele.

Start-ups 138

Start-ups Invoicing Education Sales 138

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

Intercom, Inc.

DECEMBER 18, 2018

Email is one of the most effective channels that a business can use to reach its customers. Email marketing remains an incredibly valuable way of communicating with customers at every stage of their lifecycle, whether you’re a thriving SaaS company or up-and-coming small business. And if done right, it’s also one of the most useful.

Start-ups 150

Start-ups Non-Profits Social Media Sales 150

Comm100

SEPTEMBER 7, 2017

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. In your opinion, what makes for great customer service? Download Free.

Sports 44

Sports Customer Service Start-ups Construction 44

Intercom, Inc.

MARCH 24, 2020

Supporting your customers with efficiency and empathy is challenging in the best of times. Depending on the nature of your business, you may experience an increased volume of conversations, more requests for refunds and cancellations, and perhaps even dealing with customers who are understandably on edge.

B2B 31

B2B Start-ups Sales 31

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Social Media 46

Social Media Customer Service Start-ups Omnichannel 46

Zendesk

FEBRUARY 17, 2022

To increase your win rate, you need to attract the right customers and build a relationship with them. By creating the right lead magnet, companies can bring in more high-quality leads and convert them into paying customers. A lead magnet is a free asset or special deal offered to customers in exchange for their contact details.

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service.

Social Media 49

Social Media Customer Service Start-ups Customer Survey 49

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Social Media 41

Social Media CRM Omnichannel Invoicing 41