TeamSupport

JUNE 20, 2023

In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times. This not only enhances customer satisfaction but also saves valuable agent time, enabling them to focus on more complex and critical matters.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Doing CX Right

SEPTEMBER 19, 2020

We’ve elaborate on these to empower consumers to partner effectively with businesses to achieve the best possible resolutions. Be impeccable with your words, crafting your message based on the key principles to move the conversation toward a good resolution, within the limits of what is reasonable and possible. Always do your best.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Hodusoft

JUNE 8, 2022

Keep reading this blog further to know more about the top call center performance metrics to track for success. . First Call Resolution. It is said that the better the call center agent is, the higher their first call resolution rate will be. Top Call Center Metrics and KPIs to Every Business Should Track. What is your number?

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

CSAT.AI

AUGUST 12, 2021

Providing resolution efficiently is a part of good CX. Calls that end prior to resolution or in queue have a negative impact on overall scores, customer retention and cost per call. Wait times and transfers influence abandon rate. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Customer Service Life

OCTOBER 28, 2023

I rode that high horse for a long time — even marking team members down on their quality evaluations for failing to end calls with that simple question. In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Totango

NOVEMBER 10, 2023

At the same time, the ability to keep a pulse on those changing dynamics is crucial to customer success—and a well implemented customer journey map can help do that. At the same time, the ability to keep a pulse on those changing dynamics is crucial to customer success—and a well implemented customer journey map can help do that.

Customer Journey Map 97

Customer Journey Map Construction Touchpoint B2B 97

TeamSupport

JULY 6, 2020

This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. because of all of the e-mails related to support tickets piled up?

B2B 104

B2B Start-ups Technology Technology 104

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. Improving Response Time During peak seasons, there may be a surge in customer inquiries. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Intercom, Inc.

APRIL 4, 2022

If that sounds like just the product missing from your tech stack, head over to our latest blog post where you can find out even more. Ditch long hold times with Intercom Switch. Upgrade your customer experience and save their time, while giving your team the tools they need to handle higher support volumes.

Gaming 118

Gaming Customer Feedback Customer Experience 118

ModSquad

APRIL 13, 2021

Break paragraphs in blogs into small chunks so customers aren’t facing a wall of text when reading your blog from their phones or tablets. Convenience and speed to resolution are two of the most important factors to customers. Create a mobile-optimized help center. Offer tools to help customers make an informed decision.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Intercom, Inc.

DECEMBER 14, 2022

This year, we released the only messenger-first ticketing solution on the market, so you can provide personal, in-context resolutions to any type of customer query within Intercom. We don’t have to pay for two systems anymore, and our support teams don’t waste time switching between two tools. ”. Tickets: a new way to use Intercom .

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Totango

JUNE 15, 2022

When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues still arise.

Customer Relationship 81

Customer Relationship Scorecard Customer Experience 81

Dealing With Humans

DECEMBER 14, 2022

Today’s entry is about the closest thing to a “rant” that you will find on this blog, so far. That percentage is so infinitesimal that it’s time to stop lazily walking away, calling them “Karen” and not actually taking the time to see what they need as a human being in your establishment. In fairness, I said “so far”.

Social Media 97

Social Media Customer Service 97

Win the Customer

JULY 6, 2023

In this blog post, we will explore how to apply Six Sigma principles to elevate your customer service to new heights. In this blog post, we will explore how to apply Six Sigma principles to elevate your customer service to new heights. What is the ideal response time for customer inquiries?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction NPS 52

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

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. I desperately wanted to restore the customer’s hope and trust in our service and to keep them from canceling — if at all possible.

Legal 266

Legal Contact Center Social Media CX 266

Logicalware

MARCH 14, 2022

But most of the time, there are many more options to choose from, numbers to press, and questions to answer before you can finally be routed to the right person or department. In this blog, we’ll take a look at voice bots and how they work. To speak with a sales representative, press 1. If you’re lucky, the menu is that simple.

Start-ups 96

Start-ups CRM Sales Technology 96

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! To Bot or Not to Bot?

B2B 89

B2B Machine Learning B2C Start-ups 89

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.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

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

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. In contrast, a PBX system would need hefty installation resource to cater for this business demand; installation resource that you necessarily haven’t got time for or can afford. Tyler Riddell. It ties up lines and makes the whole center fall behind. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Hodusoft

APRIL 17, 2024

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Read on to know more. Past and Present: A Brief History of Auto Attendant How Does an Auto Attendant Work?

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Comm100

OCTOBER 25, 2021

This blog will explore why digital transformation is key to student engagement and how schools and colleges can take their first step towards this with intelligent digital communication. While phone communication was once the standard for accessible support, times (and preferences) have changed. Fast support.

Education 80

Education Social Media AI Technology 80

Hodusoft

JULY 19, 2023

Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency. In this blog, we will explore everything related to inbound call center software. Agents are able to handle more calls in less time, enabling enhanced productivity.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

UJET

FEBRUARY 24, 2020

While agents should be familiar with a wide variety of issues, their need to balance numerous customer issues simultaneously and resolve issues as quickly as possible often makes it challenging for them to become subject matter experts and at times can actually frustrate customers more than they are helping them. Use Specialized Agents.

Customer Experience 101

Customer Experience 101

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. ” or “What would be the ideal resolution?” What is empathy? ” -Abraham Lincoln How do you show empathy?

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid. 1) Assembly Line Service When the customer’s issue is assigned a number sometimes the customer themselves is left behind.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

ProProfs

SEPTEMBER 15, 2022

Interestingly many consider workplace conflict a time-wasting and productivity-draining exercise. Employees can develop conflict management skills to devise quicker conflict resolutions every time, turn disagreements into learning opportunities, and drive innovation focused on achieving business goals. . Here’s how. .

Start-ups 52

Start-ups Innovation Social Media Customer Service 52

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? For example, improving response times or enhancing product features. They were already sending NPS surveys in a timely manner but their challenge was to prioritize feedback, properly analyze it, and follow up with their customers.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. These resources include time, staff, technology, and processes. There can be a lot to unpack when you dive into WFM, but don’t worry: we’re here to help!

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Hodusoft

SEPTEMBER 7, 2022

Resolution of customer issues becomes easier when the business integrates inbound call management software. In this blog, we will unpack the fundamentals of inbound calling and disclose some proven ways to improve call center inbound calling strategies by leveraging tools like call center software. What is inbound calling?

Omnichannel 52

Omnichannel Social Media CRM Customer Satisfaction 52

TeamSupport

AUGUST 3, 2020

“Due to increased call volume, hold times may be longer than usual.” How many times have we heard that when calling a customer support line? This blog series will explore several tools that can help your customers solve issues on their own and speed the time to resolution, and ways to help them feel more comfortable doing so.

B2B 64

B2B Technology Technology Customer Service 64

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. Then it becomes reporting for the sake of reporting.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. This not only helps in reducing call handling times but also results in improving efficiency and minimizing operational costs. They help manage customer interactions by serving as the initial point of contact.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, However, obstacles still loom. supply chain isn’t smoothing out. COVID-19 has forced? customer service to adapt.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Hodusoft

NOVEMBER 1, 2022

What is First Call Resolution (FCR): A Complete Guide. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. What is the first call resolution (FCR)? What is the first call resolution (FCR)? How to measure FCR?

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

MattsenKumar

SEPTEMBER 21, 2023

The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. This automated tool assists teams in delivering quick resolutions to complex customer-based concerns every day without errors. IDC states that companies using real-time analytics see a 25% increase in customer satisfaction.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52