Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Inside Customer Service

DECEMBER 2, 2021

You might not work for an iconic brand like Dr. Martens , but you can still turn your employees into brand evangelists. You might find them in sales, marketing, customer service, operations, or even finance. They are a brand evangelist who happens to work for your company. Sally can attest to that.

Retail 261

Retail Social Media Finance Sales 261

Inside Customer Service

JULY 13, 2023

Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. Principle 1: Rapport Rapport allows you to work more effortlessly with other people because you know, like, and trust each other.

Contact Center 187

Contact Center Customer Service 187

Inside Customer Service

SEPTEMBER 14, 2023

You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story. Where to gather your own legendary tales. How to use stories to inspire your team. You don't need extreme.

Start-ups 228

Start-ups Customer Service Customer Survey Customer Feedback 228

Inside Customer Service

MARCH 30, 2023

You want to build a service culture. Naturally, you think of training. This guide shares everything you need to know to get started. It includes step-by-step instructions for designing and delivering your training program. And, I'll also explain why you should never hire an external trainer to deliver the training.

Construction 182

Construction Customer Service Customer Experience 182

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. If you’re reading this blog post, you are probably one of them. You reach them where they are with the messages that resonate with them.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Inside Customer Service

JUNE 8, 2023

There are alternatives that improve training without making your participants feel uncomfortable. Here are four that your participants will like better. As a trainer, I've used role playing in the past and have seen its limitations. Option 1: Discrete skill practice This option narrows your focus to one specific skill.

Customer Service 168

Customer Service Contact Center Start-ups 168

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. .

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Intercom, Inc.

SEPTEMBER 29, 2022

Luckily, we’ve launched a new guide to help you achieve just that. By implementing in-product messaging – the secret ingredient your customer engagement tech stack is missing. Reaching customers while they’re using your product or scrolling through your website is the most effective way to interact with them.

Customer Loyalty 211

Customer Loyalty Customer Retention Customer Expectations 211

Experience Investigators

MARCH 5, 2024

What causes this powerful synergy between the customer and employee experiences, you ask? Let’s examine how CX influences EX and vice versa, and share proven ways to align your efforts (and drive lasting success!) They deserve resources. And you can partner with HR to reinforce CX at every step of the employee journey.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Beyond Philosophy

OCTOBER 12, 2023

If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. How much time would it take?

Healthcare 88

Healthcare Engineering Start-ups Sales 88

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. Don’t just pick one.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

SurveySensum

MAY 14, 2024

Is your database the powerhouse of your business operations? You aim for a setup that not only identifies issues but prevents them, providing insights that lead to improved performance and seamless customer experiences. Incorporating predictive analytics means your database isn’t solely operational—it’s strategic.

Predictive Analytics 52

Predictive Analytics Data Entry Invoicing Engineering 52

Intercom, Inc.

JUNE 2, 2021

A well-crafted problem statement ensures the team shares an understanding of the core problem your customers are facing. Some solutions are resource-heavy undertakings, while others can be achieved more minimally. If the problem is directly tied to your product’s differentiation, innovation should be higher. How to rank.

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Intercom

MAY 16, 2024

For one, you don’t have to go all-in all at once. You can start by rolling out your new system to a small segment of your customers to test how things are working. How you ramp up is entirely your call. It’s a tool that almost everyone – customers included – is used to and almost expects to be present.

AI 52

AI Customer Service Start-ups Technology 52

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. Has anything changed since the last time I spoke to you? If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed. But you won’t be surprised if you ask the question.

Sales 88

Sales Education Start-ups 88

Beyond Philosophy

AUGUST 27, 2022

Intuition is the way we can “know” things without using our reasoning. Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business. Key Ideas to Improve your Customer Experience. Please tell us how we are doing! Complete this short survey.

Management Consulting 141

Management Consulting CX Customer Experience 141

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . Moreover, as many of you might know, my love of Apple and their iPhone is connected to my identity. .

Transportation 348

Transportation Technology Technology Social Media 348

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience ML Social Media CX 83

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Experience Investigators

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Totango

SEPTEMBER 20, 2022

Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. These methods may be used in both B2B and SaaS contexts.

B2B 83

B2B Net Promoter Score Education Social Media 83

Totango

JANUARY 2, 2024

More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS.

Business Growth 101

Business Growth Customer Journey Map Gaming Sales 101

Totango

NOVEMBER 27, 2023

Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. You can have variations and flavors of human and machine intelligence working together.”

Touchpoint 105

Touchpoint AI Gaming Innovation 105

Fonolo

FEBRUARY 27, 2023

You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources. To work effectively, they need to be integrated into your contact center strategy. The difference with this latest trend?

Contact Center 142

Contact Center CX Gaming AI 142

Zendesk

MAY 30, 2023

In the eyes of customers, you’re only as good as their last experience with you. Economic uncertainty is a powerful incentive to promote agility across your business, but the benefits to doing so will have a lasting impact. But fewer resources do not have to translate into a lower-quality experience.

AI 98

AI CX Customer Expectations Customer Loyalty 98

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Experience Investigators

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. But it can’t be a priority without funding, resources, and defined outcomes.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Comm100

MARCH 6, 2024

The advantages of live chat are plentiful, and yet there are some disadvantages of live chat too when not used correctly. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. The advantages of live chat 1.

AI 94

AI Customer Service Sales Customer Satisfaction 94

Beyond Philosophy

JANUARY 4, 2024

My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. This example is likely familiar to you. You probably have your version of this story for some part of your life, too.

Technology 78

Technology Technology Business Operations Customer Relationship 78

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources. The key is for companies to use it in a way that is most effective.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Customer Retention 98

Totango

APRIL 18, 2023

We continually make improvements to our Composable Customer Success platform so that you can make your customer journey your product, and now, we’re accelerating that mission by announcing our first steps in a comprehensive approach to applying generative AI to customer success. This is the moment for CS to shine.

Innovation 100

Innovation AI Engineering Sales 100

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

SurveySensum

MARCH 21, 2024

If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! Customer Personas are used to understand your target audience better. If you don’t know them, how will you sell to them? Well, this is bound to happen! But how to do that?

Social Media 52

Social Media Retail Text Analytics Construction 52

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. There are also some automated options available in a web form including the use of suggested answers to the most common questions.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Intercom

NOVEMBER 29, 2023

But what does your team need to do to embrace the all-powerful combination of human and AI-powered support? Now that humans are set to work side by side with AI and automation to augment team performance and customer experiences, it’s important to assess whether your current tools are up to the task.

Customer Service 89

Customer Service AI Start-ups Innovation 89