Comm100

JANUARY 21, 2021

Traditionally, phone support was the number one customer service channel favored by many companies. Live chat, on the other hand, is a lot cheaper than phone support. A study by Forrester Research found that live chat customer service is 17-30% cheaper than phone support. The reasons for this are simple. Increase sales.

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. 5) Yes Yes End-to-end customer support (live chat, emails, blogs, etc.) Qualtrics Contact them for details 4.4 (5)

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

CommBox

JULY 18, 2021

This can easily be done through social media where you can Connect Facebook Custom Audiences to Typeform or other apps, live chat on your website, email, and a phone number listed on your website. . Every new release should be followed by a blog or video explaining how to use it. Create helpful content.

Social Media 52

Social Media Social Listening Customer Service Customer Experience 52

Intercom, Inc.

DECEMBER 6, 2019

Think about when they’re normally active on your app or program, or how often they might like to receive blog articles, news or updates from friends. One day, you click “follow” on a specific person, topic or tag. blog posts are scheduled to publish at 5 p.m. How often will you send push notifications?

Social Media 138

Social Media Start-ups 138

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. Consider the pay phone. These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Do you think the split will be good or bad for Paypal?

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. Shaving time off phone calls without sacrificing the connection with the customer is definitely a win. The ability to track time and pause states is fairly standard for a good phone system, but not so for email and chat. Click here to read the original.

Technology 74

Technology Technology Customer Service Contact Center 74

SurveySensum

NOVEMBER 22, 2023

If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations. You don’t need to manually tag every response. This tool leverages machine learning and tags thousands of responses in just a few seconds. Optimize for Different Devices: 3.7%

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

APRIL 21, 2023

This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. 5) Yes Yes End-to-end customer support (line chat, emails, blogs, etc.). 5) Yes Yes Live chat, emails, and phone support. 5) Yes No Email and Phone support.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. I recently read that live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

SurveySensum

FEBRUARY 24, 2023

In this blog, we will explore various strategies that automotive businesses can use to improve customer satisfaction. Whether you’re a dealership, a car manufacturer, or a service center, the insights and tips shared in this blog can help you enhance the customer experience and drive long-term success. ” can go a long way.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. Consider the pay phone. These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Do you think the split will be good or bad for Paypal?

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. Consider the pay phone. These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Do you think the split will be good or bad for Paypal?

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I do my best to join #ICMIChat every Tuesday, and I’m only slightly exaggerating when I say that a least once per week someone bangs on the idea of holding agents accountable to a specific AHT goal for phone and chat conversations.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. That’s when we discovered an integration called BubbleIQ where agents, by simply tagging a ticket, can have that ticket posted to the appropriate Slack channel. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. The streaming giant offers 24/7 customer support in multiple languages, including live chat and phone support. Or, more terrifyingly, when it’s plummeting into negative territory? Does it spell doom for your business? Well, not so fast. But that’s not all.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

InteractionMetrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” ” Whether you’re using AI or a team of researchers to analyze your data, the tagging process is the same – and it requires human input. Tagging is tagging. Does every comment need to be tagged?

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

Comm100

NOVEMBER 5, 2020

Use this blog post to learn how to create an internal knowledge base in just four easy steps. For example, by building a separate knowledge base, agents can access HR info such as payroll, work schedules, company policies, relevant phone numbers and email addresses. Choose your knowledge base type. Gather your content.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Intercom, Inc.

JUNE 5, 2019

Use the Article Inserter app to send them a help doc to get them up and running with their new features, share an upcoming webinar with the Zoom Webinars app, or send a relevant blog post with the Content Showcase app. Or, you can hop on a call right away with Google Meet , Aircall Now or one of our other video or phone call apps.

Close the Loop 29

Close the Loop Start-ups Engineering CRM 29

SurveySensum

MARCH 1, 2024

Example: A mobile phone company receives a high NPS score from its customers. Functionality, Usability) and tag sentiments (Positive, Negative, Neutral). So, with this blog, you can get to know the things that you should not do along with a step-by-step guide on how to analyze NPS the right way.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. If you decide to move forward with Lumoa, the platform also helps you see data from all of your customer feedback channels, whether that is from surveys, phone calls, chat conversions, or online reviews. .

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Zendesk

JULY 30, 2021

This integration connects with your Crowlingo deep learning models to automatically tag new incoming tickets by the criteria you define, such as Topic, Issue, Priority, or Sentiment. Easily search for articles, blog posts, tickets, and more in Zendesk with Command E! Verse for Sell.

E-commerce 52

E-commerce Construction Sales Government 52

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. Communication over live chat is different from communication over the phone. Communication Skills.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

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. Assign multiple tags to your questions to retrieve a specific set of questions whenever you need. It’s also quite scalable, and the company offers 24/7 support via phone.

Education 52

Education Start-ups AI Close the Loop 52

Intercom, Inc.

SEPTEMBER 22, 2022

Now, there are these three blog posts,” and it was just kind of a jumbled mess. And very often, if someone is frustrated enough to be talking about it on the internet, chances are they’ll get on the phone with you. But I found that I didn’t have one guide I felt I could send people.

Start-ups 138

Start-ups Invoicing Education Sales 138

Intercom, Inc.

MAY 24, 2018

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”. ” For us, it really comes down to the technology a company uses as well as their business tag. We’re going to write an outline together on the phone.”. Common mistakes with data.

B2B 182

B2B Sales Start-ups B2C 182

SurveySensum

NOVEMBER 14, 2023

This blog has got you covered because here are the top 13 tips to create effective surveys with website feedback examples. This software allows you to gather all the feedback in one place, identify trends, spot recurring issues, automate feedback tagging by category and sentiment, and then let you prioritize product and website improvement.

E-commerce 52

E-commerce Omnichannel Touchpoint Close the Loop 52

Zendesk

MAY 20, 2022

It’s important to learn as much as possible, but you can’t trap a reference on the phone for hours on end. Keeping up-to-date with current trends on blogs and social media. The service is not worth the price tag he has to pay for it. What is your title and what department do you work in? Challenges. Possible objections.

Sales 98

Sales Start-ups B2C Construction 98

Hodusoft

JULY 26, 2023

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. Cutting-edge automatic dialers automate the entire dialing process and connect the agent with the caller only when the latter picks up the phone.

Contact Center 52

Contact Center Transportation Omnichannel Customer Relationship Management 52

Intercom, Inc.

SEPTEMBER 5, 2019

Every now and then, people pitch me on various products; I received a pitch today for the Superhuman of blogging. Which got me thinking about this Superhuman-of-blogging approach. If you have to launch Slack on your phone, and it takes you a while to find Des just so you can say, “On my way,” or whatever, it becomes useless.

Start-ups 138

Start-ups Engineering Sales Innovation 138

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. This is especially true for phone assistance. Another way to do this is by asking agents to identify or tag eligible queries post-chat in wrap-up mode. Why Chatbots?

Contact Center 50

Contact Center Artificial Intelligence AI Social Media 50

Comm100

NOVEMBER 6, 2017

Facebook is 13 years old, and LinkedIn is almost 15 (not to mention the sites that came before these, like Myspace and blogs that started as early as the late 90’s). This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid. Engage with Everyone.

Social Media 59

Social Media Customer Service Start-ups Legal 59

Comm100

DECEMBER 12, 2017

Customer leaves the company and moves all of his services away – including Internet and Mobile phone services, causing the company to not only lose the cable business but also the other bundled services. The above journey is actually a journey from my own experience… and yes, I did write a blog post about it!

Customer Journey Map 58

Customer Journey Map Customer Experience Touchpoint Social Media 58

Comm100

SEPTEMBER 7, 2017

This question will show whether your interviewee is aware of the skills that make an excellent live chat agent—skills which differ in many ways from those needed to fulfill traditional phone or in-store support. Here’s an example response: “No, I have never served a customer over live chat before. Where do you see yourself in 5 years?

Sports 44

Sports Customer Service Start-ups Construction 44

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Do you expect your team to just reply to direct wall posts and things your company is tagged in? And when should direct messaging be escalated to a phone call?

Social Media 46

Social Media Customer Service Start-ups Omnichannel 46

ProProfs

JANUARY 6, 2022

For example, the tool you choose should support the repurposing of PowerPoint presentations to create a mini-course or turn blog content into video content. Ideally, you should get 24/7 support through email, phone, and live chat for assistance with the tool. There are many authoring tools with reporting features. Features. ?

Start-ups 52

Start-ups Compliance Actionable Insights Gaming 52

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. In another survey by Nielsen, over a third said they preferred social to traditional communication channels like phone and email.

Social Media 49

Social Media Customer Service Start-ups Customer Survey 49

Steven Van Belleghem

NOVEMBER 23, 2020

At the end of 2019, I wrote in my “State of the Year” blog that “The West is becoming the copycat”. A beautiful example is that of clothing retailer C&A and its TikTok- shop window, a première in Belgium: huge phone-like screens in the window display several influencers quickly changing outfits to show their favourite looks of the season.

Entertainment 97

Entertainment CX Government Retail 97