Comm100

JANUARY 17, 2024

And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? Chapters Chapter 1 What is automation in customer service? Table of Contents What is automation in customer service?

AI 74

AI Customer Service Technology Technology 74

TeamSupport

JULY 6, 2020

because of all of the e-mails related to support tickets piled up? 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.

B2B 104

B2B Start-ups Technology Technology 104

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. This blog will help you on your way, providing the top automated customer service examples that can be used across industries. What is customer service automation?

Customer Service 71

Customer Service Artificial Intelligence Machine Learning AI 71

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. Is email support still alive for your company or are other channels taking its place?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

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

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. What Causes Difficult Customer Communication? . Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities.

Technology 118

Technology Technology Start-ups Customer Experience 118

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. Useful communication is a key issue in this scenario. That’s understandable.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ If you did, then this blog is for you and everyone who struggled with What to do with this feedback? Here’s what I do: Step 1: Segment responses. So what did they do? How to analyze it?

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. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn, which we explored in Part 2.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. This means that successful brands need to align their product experience with what data indicates about customer needs.

Customer Satisfaction 97

Customer Satisfaction Technology Technology 97

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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. A Picture—or Video—Is Worth a Thousand Words.

B2B 98

B2B Start-ups Customer Service 98

Totango

JUNE 25, 2021

In this blog, we’ll highlight some ways smart use of automation can help you improve your escalation processes. We’ll start with a review of what customer escalation is and where it fits into your customer’s journey. What Is a Customer Escalation? Delivering support resources to customers.

Customer Experience 62

Customer Experience Start-ups Customer Retention Technology 62

Intercom, Inc.

DECEMBER 28, 2022

In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. What happens when employees are burnt out?

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving. Here in Part 2 we address reducing churn.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

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

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?”

Contact Center 266

Contact Center CX Technology Technology 266

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” Profit Contribution: The customer support function has evolved drastically in the past 10–15 years.

Net Promoter Score 98

Net Promoter Score B2B NPS Customer Satisfaction 98

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. Start with a clear vision of what skills will be needed to scale up your team and what positions need to be filled. Mistake #2: Following the Wrong Operational Practices.

Start-ups 95

Start-ups Technology Technology CRM 95

SurveySensum

JANUARY 24, 2024

So, what strategies did Alice adopt to streamline this process? What is a Feature Request? Whether they come from customer support tickets, emails, community forums, etc, gather and organize them in one dedicated space. Initially, Alice was excited about these feature requests from the product feedback surveys.

Sales 52

Sales Customer Feedback Start-ups CX 52

Zonka Feedback

OCTOBER 1, 2022

Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond. Let’s first understand what is Product Improvement and why you need it. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. What Is Customer Enablement In Business? What Is Customer Support Enablement?

B2B 82

B2B Net Promoter Score Education Social Media 82

Totango

FEBRUARY 11, 2022

First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience? Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Sentiment Analysis 69

Sentiment Analysis Omnichannel AI Customer Service 69

Shep Hyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. What is the total customer experience? We can learn from the experience, adapt our service levels accordingly, even improve our product from what we learn.? .

Customer Experience 69

Customer Experience Social Media Touchpoint Sales 69

Totango

APRIL 18, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. You’re sitting on hold with tech support for hours only to hear that dreaded phrase “turn it off and back on again.” We’ve all been there. Customer success is a fast-paced industry.

Scorecard 93

Scorecard Start-ups Customer Experience 93

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. 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.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

Customer Bliss

AUGUST 18, 2020

And a good part of this responsibility falls on the shoulders of your frontline support staff – who talk to and help out customers day in day out. Which is why hiring support reps in a post pandemic world requires you to apply a more discerning assessment process. With over 1500 customers across 30 countries. Some are frustrated.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

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. They provide actionable insights into what’s working, what needs improvement, and where you should focus your resources. Essential CX Metrics for Success 1.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?”

Contact Center 182

Contact Center CX Technology Technology 182

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. What are B2B manufacturing feedback tools? What are B2B Manufacturing Feedback Tools? 5) Freshdesk Multi-Channel Support Ticketing System Automation Free trial available Starts at ₹999 /agent/month 4.4 (5)

Manufacturing 52

Manufacturing B2B NPS Compliance 52

Totango

MAY 31, 2022

What is Presentation Builder? It enables CSMs to generate a business review presentation with customer account information, business objectives, support tickets, product usage, WAU/MAU and other metrics, using an example template provided by Totango or your own corporate PowerPoint template. . Manage Business Reviews.

83

83

TeamSupport

JUNE 3, 2020

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). Many are based on support tickets that we’ve received and helped customers resolve and you will find your answers there more times than not.

B2B 64

B2B Education Start-ups Technology 64

TeamSupport

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. What it also means is that they can end their subscription at any time. Cost Effectiveness and Flexibility.

B2B 64

B2B Start-ups Customer Relationship Sales 64