Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 93

Social Media Sales Start-ups Customer Relationship Management 93

Intercom, Inc.

APRIL 29, 2021

While a career in marketing wasn’t exactly in her plans (she stumbled into it by accident when she was living abroad in Paris), – her background in literature and film studies has given her an unusual perspective that encouraged her experiment with bold and new storytelling formats to drive organic growth.

Innovation 118

Innovation B2B Start-ups Education 118

Zendesk

MAY 26, 2021

Customer service can make or break a business. But not everyone agrees on what it is or how to do it well. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. The goal of customer service is to foster better customer relationships.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Execs In The Know

MAY 10, 2021

They are often the face of the company, shaping customer perception from even one interaction. Customer experience (CX) leaders also need to remember that agents have a unique perspective because they talk to customers every day. Supporting employees by ensuring their mental and physical wellbeing is truly a priority.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Intercom, Inc.

MARCH 14, 2018

To address that deficit, I’ve put together a guide on how we run betas here at Intercom. Decide how you will measure it so you can assess whether or not you are solving the problem adequately. Start small with early adopters who already experience the problem you’re trying to solve. Decide how you’re going to pitch.

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

CX Journey

APRIL 26, 2017

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.

Customer Survey 63

Customer Survey Touchpoint Start-ups Retail 63

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Customers are looking more and more to their peers before considering a purchase.

B2B 118

B2B Education Start-ups Agriculture 118

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. But no matter how isolating a management position can feel, you’re not going through it alone. How can you build the resiliency needed to succeed at the job?

Engineering 118

Engineering Gaming 118

Return Customer

APRIL 6, 2016

Your customer has a question, but wait – the customer service guy had to leave early today. But the customer’s inquiry is urgent. The customer is waiting. Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.

Social Media 84

Social Media Outlook Innovation Customer Service 84

SurveySensum

JUNE 1, 2023

Retail businesses thrive on repeat customers. Therefore understanding these customers isn’t just helpful but essential. The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. How is NPS Calculated in Retail?

NPS 52

NPS Retail Net Promoter Score Customer Loyalty 52

SurveySensum

FEBRUARY 24, 2022

10 Best Customer Feedback Tools leading in 2022. Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . But you have to put effort into understanding the emerging customer insights and make the required improvements possible. .

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

PeopleMetrics

FEBRUARY 13, 2015

So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Your employees interact with your customers every day. They’re on the frontline of customer opinions. Everybody has a unique worldview, informed from years of their own experiences. Feedback is data.

Customer Feedback 97

Customer Feedback Voice of the Customer Customer Experience 97

Callminer

AUGUST 6, 2019

Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. To make the right buying decision, follow these expert tips and suggestions on what to look for and how to evaluate potential call center software solutions. . Types of Call Center Software. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback.

B2B 62

B2B VOC Customer Feedback Voice of the Customer 62

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Customer support definition. What’s the difference between customer support and customer service? Customer support strategies.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. Still, customers don’t respond to a non-apology the same way they do a sincere one. But why is that?

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Start-ups 40

Start-ups Customer-Centric Organization Social Media Sales 40

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start. Structured Training.

Social Media 46

Social Media Social Listening Start-ups Legal 46

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. Yet up to 62% of businesses don’t respond at all to email. Lack of responsiveness.

Customer Expectations 40

Customer Expectations Customer Service Technology Technology 40

ProProfs

MARCH 31, 2016

Also known by the name of Experience API, or xAPI, Tin Can is a special program interface with the ability to deliver and truly measure learning experiences beyond what was previously possible. These platforms could be anything from a Learning Management System , websites, blogs, eBooks, YouTube videos, online libraries and so on.

Data Mining 86

Data Mining Technology Technology Engineering 86

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat. They are an invaluable research tool and can provide a multitude of ideas on how to do things better.

Contact Center 126

Contact Center Technology Technology Start-ups 126

ClientSuccess

DECEMBER 18, 2017

For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. She brings with her nearly 10 years of customer success, coaching, and other customer-facing experience!

Social Media 41

Social Media Retail Technology Technology 41

CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. It is down to you as a CX Leader to learn how to balance that expectation.

CX 228

CX Machine Learning Government Gaming 228

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Customer Satisfaction 64

Customer Satisfaction Customer Feedback Customer Service Start-ups 64

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. It is down to you as a CX Leader to learn how to balance that expectation.

CX 182

CX Machine Learning Government Gaming 182

ProProfs

MARCH 28, 2016

Also known by the name of Experience API, or xAPI, Tin Can is a special program interface with the ability to deliver and truly measure learning experiences beyond what was previously possible. These platforms could be anything from a Learning Management System, websites, blogs, eBooks, YouTube videos, online libraries and so on.

Data Mining 45

Data Mining Technology Technology Engineering 45

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Comm100

MARCH 20, 2018

to send a letter to a customer. Holiday letters are an excellent way to keep customers up-to-date, send out promotions, and show customers you care. Use the steps laid out in this blog post to write winning sales letters your peers will wish they had sent. Thanks for Being a Customer on Your Birthday.

Non-Profits 40

Non-Profits B2B Sales Sports 40

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

SurveySensum

MARCH 27, 2024

Well, it could be that they are not listening to the voices of their customers properly. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture!

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182