Inside Customer Service

MARCH 30, 2023

You want to build a service culture. This guide shares everything you need to know to get started. Contents: What is service culture training? When is the best time for service culture training? Conclusion What is service culture training? Service Culture: a culture where employees act in service to customers.

Construction 182

Construction Customer Service Customer Experience 182

ECXO

JUNE 11, 2023

Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer. You will need to analyse real-world customers to get to the actionable insight you need.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The original interactive voice response system (IVR) might be better known to customers as a phone menu. Read on for a crash course! What is Visual IVR?

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Customer Service Life

JANUARY 1, 2019

Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process for the customer service team that drives the sort of customer experience they want to deliver. Most clients respond with a handful of words and phrases to summarize this voice and style.

Customer Service 60

Customer Service Sales Contact Center Customer Experience 60

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. New Customer Welcome . Typically, onboarding breaks down into 3 common stages: 1. Expectation Setting.

VOC 71

VOC Net Promoter Score Start-ups NPS 71

Fonolo

MAY 7, 2015

Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat. Our 7 tips for great call center management are: Talk to Your Support Agents. Simply knowing how to run a call center isn’t enough for success. Act as a True Leader.

Contact Center 126

Contact Center Technology Technology Start-ups 126

SurveySensum

NOVEMBER 23, 2023

A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52