Customer Service Life

FEBRUARY 10, 2020

3 Ways to Bridge the Gap From Training to Proficient Customer Service – Early in my career in customer service we had a ticketing system with a “QA” feature and every email new agents composed had to be approved before sending. Thanks for continuing to read this blog. Which companies get your vote?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Live chat systems provide a seamless communication channel for real-time customer interactions.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

TeamSupport

AUGUST 24, 2020

From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. This blog series explores how to interpret key data and implement strategies as a result.

B2B 97

B2B Start-ups Customer Experience Management Customer Service 97

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? This is why they implemented an automated ticketing system for negative feedback. When a customer gives a rating between 1-6, they are classified as detractors by the SurveySensum system, and a ticket is created immediately.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

TeamSupport

MARCH 10, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. For a long time, customer service leaders focused on one conversation or resolving one ticket at a time. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

TeamSupport

DECEMBER 7, 2020

But how can a salesperson or account manager be proactive in addressing either of these scenarios when they don’t live in your ticketing system all day and don’t analyze support reports on a regular basis? The system will just let them know. The system will alert the appropriate sales rep so they can take immediate action.

B2B 98

B2B Sales 98

Comm100

MAY 23, 2023

This blog will help you on your way, providing the top automated customer service examples that can be used across industries. In this blog, we will cover some of the most common automated customer service examples that you could adopt to improve your team’s and agents’ efficiency and productivity. What is customer service automation?

Customer Service 71

Customer Service Artificial Intelligence Machine Learning AI 71

Customer Service Life

OCTOBER 28, 2023

In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. In the case of email, additional required email responses potentially add hours or days to the resolution of a ticket. I haven’t heard from you in a while and am closing your ticket. I’m here to help!

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

TeamSupport

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. Download the MachMotion success story to learn more.

B2B 98

B2B Start-ups Customer Service 98

Totango

APRIL 18, 2023

Our two newest features will include plain language-to-code generation for integrations and systems connectors, and an AI assistant chat interface where you can easily surface Totango segments by using natural language queries. Totango’s automated integrations and AI assistant features are rolling out in beta in Q2.

Innovation 98

Innovation AI Engineering Sales 98

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. It also increases support capacity.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

TeamSupport

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! Watch on demand.

B2B 89

B2B Machine Learning B2C Start-ups 89

TeamSupport

JULY 8, 2020

In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. Create a Scoring System Establish a scoring system for each metric. Segment your customer data based on the ranges and scoring system you’ve established.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Integration with Other Systems : Many inbound call center software solutions offer integration with other business systems such as CRMs , helpdesk software, and ticketing systems.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. A well integrated quality system makes the quality assurance process easier for your support team while giving you better visibility into the overall performance of your agents. Consider These 7 Things. Zendesk Suite Ready.

Technology 74

Technology Technology Text Analytics Contact Center 74

TeamSupport

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. That includes determining if the system you choose should be cloud-based (a server hosted in the Cloud) or on-premise (application is installed and maintained on the company's internal servers). Customization.

B2B 64

B2B Start-ups Customer Relationship Sales 64

Zendesk

MARCH 15, 2021

In addition to offering only verified PPE options on their website, Project N95 provides tips on how to look for high-quality PPE on their blog on Medium. In November 2020, N95 integrated the Zendesk Support Suite with its systems and saw immediate results. As an organization, Project N95 has come a long way in a short time.

E-commerce 98

E-commerce Non-Profits Healthcare Hospitality 98

TeamSupport

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. It starts with the cloud. Knowledge is power.

B2B 59

B2B Customer Relationship Sales Customer Service 59

CX Accelerator

JULY 1, 2020

Ensure the plan includes getting off legacy systems and onto new platforms as soon as possible. Lastly, remember, digital transformation is not a golden ticket to success. Back To CX Accelerator Blog How can you turn your customers into promoters? Include organization change management at the beginning.

Contact Center 266

Contact Center CX Technology Technology 266

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. 5) CustomerGauge Robust NPS System Accurate Revenue Impact Assessment Comprehensive Customer Tracking Free trial available Contact CustomerGauge 4.6 (5) user/month 4.4 (5) user/month 4.4 (5) user/month 4.4 (5)

Manufacturing 52

Manufacturing B2B NPS Compliance 52

Totango

MARCH 15, 2022

In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. For tickets that do require human support, your automated system can send notifications to your staff. Try it free to see how the right technology can help you scale up successfully.

Start-ups 95

Start-ups Technology Technology CRM 95

SurveySensum

JANUARY 24, 2024

Put Everything in One Place Efficiently managing multiple feature requests begins with collecting all requests into a centralized system. Whether they come from customer support tickets, emails, community forums, etc, gather and organize them in one dedicated space. This is where the 7 strategies discussed in this blog come in handy.

Sales 52

Sales Customer Feedback Start-ups CX 52

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. As you can imagine, this is a lot of copying and pasting and navigating between the ticketing system (like Zendesk or Salesforce) and Slack. Hint: Focus on Agent Performance. In a way, Slack becomes an internal knowledge base.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Win the Customer

SEPTEMBER 11, 2023

In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. Customer Satisfaction Score (CSAT) CSAT is a direct measure of how satisfied customers are with a specific interaction, such as a support ticket or a recent purchase.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Establishing a seamless and unified support system can help address this challenge, ensuring continuity and reliability for customers. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Comm100

NOVEMBER 13, 2015

What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved. Details of the problem.

Start-ups 64

Start-ups Customer Service 64

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. However, in his book, he calls them System 1 and System 2. Two-Systems of Thinking.

CX 90

CX Education Customer Experience Customer Experience Management 90

Totango

FEBRUARY 11, 2022

You can do this by using tools like automated alerts, ticketing systems, and other workflows. Pay attention to customer support tickets and identify any frequent customer service issues that need to be addressed. Focus on Product Pillars to Incorporate Feedback and Updates.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

CX Accelerator

JULY 1, 2020

Ensure the plan includes getting off legacy systems and onto new platforms as soon as possible. Lastly, remember, digital transformation is not a golden ticket to success. Back To CX Accelerator Blog How can you turn your customers into promoters? Include organization change management at the beginning.

Contact Center 182

Contact Center CX Technology Technology 182

Totango

NOVEMBER 23, 2021

How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. If your current system doesn’t allow you to collect feedback efficiently, you’re missing out on important data.

Net Promoter Score 91

Net Promoter Score CRM Customer Feedback Sales 91

Comm100

APRIL 17, 2023

In this blog, we will break down what HIPAA compliant messaging is, why it matters, and why healthcare providers around the world are using Comm100’s HIPAA compliant messaging software. Our business systems are also secured using multi-factor authentication to further reduce the risk of unauthorized access.

Healthcare 52

Healthcare Compliance Legal Social Media 52

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. Average handle time, a standard metric for phones has typically been difficult to gauge with email, but with the time tracking app you can see total time spend working tickets and also get an average amount of time spent on individual ticket updates.

Technology 63

Technology Technology Social Media Artificial Intelligence 63

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Once again, analyzing purchase history, browsing patterns, and demographic information is the ticket. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. Support tickets, chat threads, and conversations have plenty of information waiting to be distilled. The best way to know your customers is through feedback.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Totango

DECEMBER 1, 2020

Establish an Early Warning System to Identify Concerning Trends. Tracking the volume of tickets and types of escalations can help you identify patterns and take the appropriate next steps. Establish an Early Warning System to Identify Concerning Trends. Ensure a Rapid Time to Value with Optimized Onboarding.

Net Promoter Score 65

Net Promoter Score Customer Acquisition Education Customer Loyalty 65

Totango

OCTOBER 22, 2020

Support Tickets. If a product is not working as expected, customers find answers by opening a support ticket and speaking with an assigned agent. Tracking certain trends related to these tickets, such as the volume of incidents per user and the average time to reach a resolution, can point towards future escalations.

Net Promoter Score 64

Net Promoter Score Customer Satisfaction Customer Feedback Sales 64