Inside Customer Service

SEPTEMBER 22, 2022

Customer service is hard. Tip #1: Create a vision Nothing helps me focus on the right things better than a vision. A vision acts as a compass to always point me in the right direction and get me back on course when I start to lose focus. Think of it as your overall intent when serving a customer.

Customer Service 130

Customer Service Start-ups Customer Relationship Management Gaming 130

Callminer

MARCH 23, 2020

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period. Formula #4. Finding the Right Call Center Service Levels. Use the right tools: using a dedicated call center software could drastically improve the accuracy of your service levels.

Contact Center 207

Contact Center Customer Service Technology Technology 207

Intercom, Inc.

NOVEMBER 24, 2021

Luck always plays a role, the question is how big a role. Progress can be slow if the decision-maker lacks a firm grasp on the reason for the decision, i.e. the specific dilemma or problem is not clear or the desired outcome is not well understood. Stage 4: Identify your decision choices.

Customer Retention 257

Customer Retention Construction 257

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term.

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. He says they are the four basic summaries of human behavior.

CX 144

CX Start-ups Customer Experience 144

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. No matter what, there is always some subjectivity to Product Judgment. Who has it?

B2B 291

B2B Engineering Start-ups Transportation 291

Fonolo

APRIL 13, 2021

Read on to learn all about what call overflow handling is, the benefits of using an overflow service, and the four main reasons why your business should consider this extremely useful and cost-effective option. Overflow services ensure no customer call goes unanswered, and no customer is kept waiting. What is call overflow?

Contact Center 125

Contact Center Healthcare Retail CX 125

Intercom, Inc.

APRIL 4, 2018

We’ve written a lot about how to send the right message at the right time. And while timing is important, how many messages you send also plays a role in your customers’ experience. If your customers feel they’re receiving too many messages, it’s not just about message volume. There’s more at play. The other four?

Government 216

Government Start-ups Customer Experience Sales 216

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 123

Customer Experience AI Outlook CX 123

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue?

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Steven Van Belleghem

OCTOBER 5, 2022

Chatbots or FAQ are not always the right answer. These are hard times for customers. Speed is of the essence in customer experience. If a company is highly hierarchical and controlling, employees will often be blocked from delivering a great customer experience. 4. Create a little artificial serendipity.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Customer Service Life

FEBRUARY 29, 2024

This is one of the reasons consistent conversations with agents are so important. Part 1 – Care about the human first Raise your hand if you’ve ever been guilty of diving right into the feedback portion of a conversation with an employee. As we talk about productivity, there’s one thing we always aim NOT to do.

Contact Center 88

Contact Center Gaming Customer Service 88

Steven Van Belleghem

DECEMBER 4, 2022

In cases like these, I always have to think about Roy Charles Amara who was the president of the Institute for the Future and who coined Amara’s law on the effect of technology in 2006: “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run”. It’s Amara’s law.

Technology 104

Technology Technology CX Start-ups 104

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? Always do your best. 8 strategies to get great customer service based on YOUR actions: 1. 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. Know what you want.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Fonolo

DECEMBER 15, 2020

It’s always difficult to predict trends, especially during uncertain times. Commercial airplanes can fly with as little as 1/4 of their engines running. How to Measure Customer Perception of Your Brand. Omnichannel deployment makes sense because your phone lines aren’t always full. Crises do occur. Adaptability.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Logicalware

MARCH 14, 2022

Is your IVR creating the right first impression of your business? If you want to connect with a customer support agent, press 2”. If you want to connect with a customer support agent, press 2”. We’ll also discuss the benefits of voice bots to help you decide if they’re right for your contact centre. What is a voice bot?

Start-ups 96

Start-ups CRM Sales Technology 96

Beyond Philosophy

APRIL 16, 2021

Focus on the customer. The keyword is “true” here, which suggests that the reasons they articulate and the ones they have are quite different. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. Don’t be naïve.

Gaming 148

Gaming Start-ups Customer Experience Innovation 148

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. Personalized Experience Customers expect personalized experiences from auto attendance.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Fonolo

NOVEMBER 30, 2017

Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. If your call center still makes customers cringe when they dial into support, it’s time to take action. Not always.

Contact Center 194

Contact Center Customer Feedback Start-ups Customer Service 194

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Fonolo

APRIL 20, 2020

No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. And now that crisis is upon you, here are nine things you can do right now to handle call spikes in your contact center. Your survival during this tsunami of customer calls depends largely on your agents.

Contact Center 136

Contact Center Gaming Social Media Start-ups 136

Intercom, Inc.

MARCH 14, 2018

Get feedback direct from your customers. Jump on customer calls and send targeted messages based on usage of the beta to gather feedback. Decide whether or not you are holding something of value back from non-beta customers or if it falls short of the bar you set out to exceed. Decide how you’re going to pitch.

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

SurveySensum

MAY 6, 2024

It involves knowing your niche, finding the target audience, and devising the right strategies to cater to their needs, etc. Come up with solid reasons to answer these types of questions. Avoid unnecessary wording because readers always appreciate a brand story that clearly makes its point without any fluff.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). The 4 Most Important Call Center Agent Performance Metrics 1. The customer service industry is evolving and hasn’t looked back. Customer Effort Score is a great way to do this.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Zendesk

MAY 30, 2023

In the eyes of customers, you’re only as good as their last experience with you. This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. The pressure isn’t just coming from above: 61 percent of customers say they’ll walk away after just one bad experience.

AI 98

AI CX Customer Expectations Customer Loyalty 98

Beyond Philosophy

SEPTEMBER 3, 2020

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell! He’s right!” Be authentic.

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

Comm100

SEPTEMBER 4, 2022

By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. With the right mix of automation, communication, and personalization, any agent can provide customers with an outstanding experience. Calculate now.

Customer Service 98

Customer Service Start-ups Government Customer Expectations 98

Execs In The Know

FEBRUARY 18, 2023

While it’s true that tenured agents have certain best practices down pat, they benefit from call coaching software too — just for different reasons than new agents do. Starting a new job nearly always means information overload. How Does Call Coaching Software Help New Agents?

Contact Center 52

Contact Center Compliance Start-ups Sales 52

Fonolo

OCTOBER 25, 2022

Customer satisfaction (CSat). Part of addressing this challenge is making sure you hire the right agents to fit your call center culture. It doesn’t matter how talented your agents are — if they don’t have the right tools and equipment to do their work, they will begin to flounder. First call resolution (FCR). Abandonment rate.

Contact Center 81

Contact Center Sports Start-ups Technology 81

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Zendesk

FEBRUARY 7, 2024

What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. For the latter, you need a system to recapture those customers. Customer win-back campaigns help businesses regrow customer loyalty through strategic, personalized messages.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Aquire

AUGUST 11, 2021

With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. But, it’s not always easy knowing exactly which approaches to use. Let’s dive in.

Customer Experience 105

Customer Experience Omnichannel AI Social Media 105

ClientSuccess

AUGUST 10, 2021

We’ve all experienced customers going dark. Maybe it’s right after implementation when they’re finally using your product but have yet to schedule an ongoing check-in meeting. However customers go dark, it is often the CSMs responsibility to rein them back in and get them back on the path to success. Lead with value. .

Start-ups 85

Start-ups Customer Loyalty Customer Relationship Technology 85

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 52

AI Customer Experience Social Media Machine Learning 52

Steven Van Belleghem

JANUARY 31, 2021

Insights that are useful for customer-oriented innovation tend to only appear after 4 or 5 consecutive whys”, he explained. For a very similar reason, Duncan is very big on trusting his guts. Go live with your customers. It’s one of the many reasons why I love them so much. Data and guts.

Customer Experience 98

Customer Experience Manufacturing Innovation Hospitality 98