Logicalware

FEBRUARY 18, 2024

The solution came swiftly in Puzzel, offering a cloud-based omnichannel platform. Tom Mann, Customer Service Team Manager, found in Puzzel the ideal match to meet growing contact centre needs, prioritising scalability, remote and user-friendly interfaces. We’d have downtime once or twice a week,” remarks Tom.

Government 59

Government Omnichannel AI Touchpoint 59

Logicalware

SEPTEMBER 1, 2023

This is where the Puzzel Optimisation Program comes in – a tailor-made solution designed to guide you on your journey towards success. Here’s what you will get from the program: In-depth analysis: Our team collaborates with yours to comprehensively assess your systems, processes, and strategies.

Customer Experience 52

Customer Experience Construction Case Management CX 52

Zendesk

JANUARY 31, 2021

This includes all the social messaging channels, messaging for your website and mobile apps, and powerful tools to build chatbots, automation, and case management workflows — all built on an open and flexible platform you can customize to your heart’s content. We call it Zendesk messaging. Automate with a human touch.

Customer Service 98

Customer Service Case Management AI Touchpoint 98

Logicalware

MARCH 28, 2022

It is also simple to integrate into your cloud contact centre solution. Puzzel’s SMS services are provided via our API, Puzzel SMS Gateway, and can be integrated into the Puzzel Contact Centre and Puzzel Case Management. This allows you to manage your SMS communications alongside all other channels.

Customer Experience 98

Customer Experience Social Media Engineering Case Management 98

Logicalware

OCTOBER 3, 2023

Navigating the challenge of empathetic customer experience With the immediacy of digital channels, customers have come to expect swift responses, personalised solutions, and a sense of being genuinely heard and understood, especially in virtual interactions. Take Puzzel’s Case Management as an example.

AI 52

AI Sentiment Analysis Customer Experience Social Media 52

Comm100

JANUARY 5, 2022

A major reason for live chat’s popularity is its ease of use, so it’s crucial to find a solution that offers this. This makes it all the more important to know how your live chat provider is managing your and your customers’ data, and what measures it has in place to detect and neutralize security breaches. Excellent user experience .

Government 76

Government CRM Omnichannel Case Management 76

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. If a company has an adequate payment solution, this rate will be low and in turn, high rate indicates the need for improvement.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Logicalware

FEBRUARY 11, 2024

They wanted a solution that would improve their way of providing support to different resident groups, enhance their usability for agents, and fit their council budgets. Three years ago, Sutton Council embarked on a transformation project to revamp its customer service strategy, including its telephony system and hardware.

Technology 59

Technology Technology CX Omnichannel 59

Logicalware

JUNE 7, 2022

So today we’re excited to launch two new solutions, Puzzel Smart Chatbot and Puzzel Performance Management, to help you do just that. Puzzel Smart Chatbot is an AI-powered chatbot solution that enables you to provide 24/7 automated customer service on your website. Puzzel Performance Management. Puzzel Smart Chatbot.

Case Management 52

Case Management Start-ups CRM Customer Satisfaction 52

SugarCRM

MAY 23, 2023

Case Management When customers get in touch with your company for an issue, a CRM must be able to open a case. Apart from opening cases, your support representatives must be able to effortlessly and quickly handle these cases. The data from such tools gives plenty of insights into your operations.

CRM 26

CRM Case Management Omnichannel Sales 26

PeopleMetrics

MARCH 1, 2017

These qualities should be present in any effective customer feedback management solution as it relates to following up with individual customers: 1. Case Management Tools. Asking managers to take action on real-time customer feedback requires work on their end. Non-Anonymous. Root Cause Tracking.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

PeopleMetrics

AUGUST 22, 2022

These questions ask customers to identify specific aspects of their experience and elaborate on potential solutions. While the solutions customers propose may not always be possible for your business, they will still provide insight into how customers think about your business’s services. Case Management. Automation.

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

Zendesk

MAY 11, 2022

Legacy CRMs are an acknowledged nucleus for many customer contact points, but these solutions only track interactions at specific moments in time, without providing the full context of what was shared. This is a step beyond what a traditional CRM has offered. The only insight you have is that an interaction occurred.

CRM 98

CRM B2C Compliance B2B 98

Ameyo Callversations

MARCH 1, 2022

In addition, with productivity being a key challenge, solutions such as AI and call center management software help enhance worker output and lower overall channel costs. Call center managers must focus on multiple metrics and strategic activities to ensure optimal functioning across domains. Conclusion.

Contact Center 52

Contact Center Omnichannel Customer Satisfaction AI 52

Execs In The Know

APRIL 23, 2021

An elevations case management system will bring concepts to fruition, and further motivate teammates to contribute ideas. Guest post, written by: Ellie Dubbs, Product Strategist VOC Solutions, Concentrix VOC. Concentrix VOC is an industry-leading provider of customer and employee feedback software and solutions.

Innovation 93

Innovation CX VOC Outlook 93

Logicalware

APRIL 20, 2023

With Sales Intelligence and Customer Insight, we are proud to offer solutions that cater to our customers’ specific needs. Contact us today to learn more about these exciting new solutions! Whether you’re looking to improve agent productivity, customer experience, sales performance, or insights and reporting, we’ve got you covered.

Sales 52

Sales Customer Feedback Compliance Customer Survey 52

Confirmit

DECEMBER 4, 2018

Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. CRM Integrations and standard action workflows for case management are also available. There are three key building blocks forming our approach to enabling B2B organizations to get their Confirmit CX program up and running quickly.

B2B 40

B2B VOC Text Analytics Government 40

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

Zendesk

FEBRUARY 28, 2023

Contexer is a low-code solution that provides your users with in-app help center recommendations, integrates with your existing knowledge base, and saves your support team time. Agents can translate the messages from customers and also translate their responses into the customer’s preferred language. in an organization.

ML 52

ML Predictive Analytics Machine Learning Construction 52

Confirmit

OCTOBER 30, 2018

Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities. What Philadelphia Insurance learned was that its customer base needed a more effective and efficient billing system so that they (the agents) could more effectively manage and assist the policy holders.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Execs In The Know

MARCH 22, 2023

Do leaders invest in solutions that improve experience? Brigitte Bailey Director, Customer Experience and Solutions Pg. Sure, we’ve been a company with financial challenges that limited our investment in contemporary omnichannel solutions and other tech stack enablers. At Shipt, growth is something that involves everyone.

CX 52

CX Contact Center Start-ups Education 52

Qualtrics

MAY 7, 2020

So the department got to work putting together a solution on the Qualtrics XM platform they then linked with their own case management system. In fact, many of the nurses envision using the same system for other cases moving forward. See how Qualtrics is making a difference with our complimentary COVID-19 solutions.

Case Management 49

Case Management Healthcare 49

SurveySensum

NOVEMBER 11, 2021

Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. 360-degree solution for customer professionals. Data Management. 10 Best Qualtrics Competitors and Alternatives to check out in 2021.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest. Sean holds a Ph.D.

CX 64

CX Hospitality Hospitality CEM 64

DMG Consulting

AUGUST 14, 2017

Lastly, marketing will need access to the enterprise’s case management solution so they can track the actions taken on behalf of each customer. Additionally, marketing needs to set up goals and service levels for responding to social media posts, to ensure they are handled on a timely basis.

Social Media 59

Social Media Customer Service Contact Center Case Management 59

Fonolo

JANUARY 14, 2020

As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Desk is Salesforce’s support software solution, built to handle multi-channel, mobile, case management and productivity.

Customer Service 136

Customer Service Contact Center Social Media CX 136

PeopleMetrics

MAY 4, 2020

Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Close the Loop 78

Close the Loop VOC CEM NPS 78

SugarCRM

JULY 26, 2022

As you collect prospects’ information, you can email them directly or create nurturing campaigns that will resonate with their industry, company size, or solution needs. Tailor ads and blog topics to new prospects’ questions about your industry or solution (e.g., What is legal case management?). Consideration.

Education 26

Education Legal Social Media B2B 26

Fonolo

FEBRUARY 13, 2019

. “Integrating disparate applications into a coherent contact center technology architecture remains the number one challenge … [exacerbated by] … chronic shortage of IT and telecom resources … elevating the appeal of single vendor solutions as well as leveraging open platforms and APIs.”. Sponsored by LogMeIn.

Contact Center 57

Contact Center Technology Technology CRM 57

Comm100

SEPTEMBER 10, 2020

According to Toister Performance Solutions, 88% of customers expect a response to their emails in one hour , and 30% expect a response in under 15 minutes. Reporting helps you keep track of how your team is performing in terms of ticket and case management. Prevent email from becoming snail mail.

Omnichannel 52

Omnichannel Social Media Customer Service Case Management 52

Comm100

SEPTEMBER 10, 2020

According to Toister Performance Solutions, 88% of customers expect a response to their emails in one hour , and 30% expect a response in under 15 minutes. Reporting helps you keep track of how your team is performing in terms of ticket and case management. Prevent email from becoming snail mail .

Omnichannel 52

Omnichannel Social Media Case Management Customer Expectations 52

1 to 1

MAY 19, 2020

A forward-thinking strategy is the best solution for overcoming uncertainty. When planning for future crisis invest in: Triage strategies Case management and workflow capabilities Exception-based operating rules pre-vetted and approved.

Real Estate 26

Real Estate Contact Center Innovation Case Management 26

Qualtrics

JULY 15, 2019

– View or contact center experience solution here. To build a closed-loop system, you’ll need a ticketing system that alerts you when a customer has an issue and a case-management system that allows you to track the issue through resolution. Learn more: What is Closed-Loop Customer Experience Management?

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41

SugarCRM

DECEMBER 8, 2019

The list is endless for customer service and admin overall and includes areas such as contract approvals, dynamic case management and call triaging. A prime use case for customer journey mapping is a check on new or existing customer buying history vs. goals. We integrate with sales; I-business intelligence.

Customer Journey Map 20

Customer Journey Map CRM Technology Technology 20

SugarCRM

FEBRUARY 26, 2019

Even in 2019, plenty of businesses aren’t entirely sure what Customer Relationship Management (CRM) solutions can do for them specifically. Features to consider: service process and workflow management, case management, service metrics reporting and dashboards, customer satisfaction measurement, self-service.

CRM 43

CRM Social Media Sales Government 43

ClearAction

DECEMBER 31, 2015

“Everyone is doing case management, following up with low survey raters. Step back to see the patterns, and you’ll see brilliant truths, options, and solutions. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams.” “What erodes trust?

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

SugarCRM

DECEMBER 3, 2019

So instead, the customer service representative placed our call on hold to check with a manager and see what the company could do. Within minutes, he had a solution: Would we like to pick out a newer, bigger model to be delivered directly to our doorstep — at no extra charge? Um…yes, please.

Customer Service 34

Customer Service Manufacturing Case Management Retail 34