ClientSuccess

JANUARY 16, 2023

Our defenses raise and we assume a need to respond in our defense – not wanting them to get the “upper hand.” Our defenses raise and we assume a need to respond in our defense – not wanting them to get the “upper hand.” Ask Open-Ended Questions. or “How would you rate our product/service?”

Social Media 64

Social Media Customer Feedback Customer Experience Customer Service 64

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. When employees exhibit disgruntled behavior, it’s concerning for managers. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

JANUARY 27, 2022

From being the token woman who always gets invited to redeem all-male panels to snide comments about how “she’s just a diversity hire,” the term “women in tech” can sometimes feel more like a burden than a blessing. So, how can we discuss this in a way that isn’t performative or tokenistic? Here’s the thing about Women in Tech.

Engineering 138

Engineering Start-ups Technology Technology 138

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Construction 105

Construction Education Customer Retention Start-ups 105

Totango

APRIL 5, 2022

This raises the question, how do you find the best NPS software solutions? Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. In this guide, we’ll help you tackle this issue. Then we’ll take a look at the best NPS software providers.

NPS 101

NPS Net Promoter Score Customer Satisfaction Customer Retention 101

Customer Bliss

AUGUST 18, 2020

This level of empathy is evident in how they ‘actively’ listen to customers and interact with them — they know what to say and how to say it, helping the customer feel at ease. How do you look for this quality? Pay close attention to how self aware your candidates are. With over 1500 customers across 30 countries.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Zendesk

AUGUST 16, 2023

Businesses are rethinking how they get things done thanks to advances in generative artificial intelligence (AI). Content creators, coders, and many others can use AI to improve their work quality and productivity. We tested ChatGPT vs. Bard in key performance areas to help businesses decide exactly that. What are ChatGPT and Google Bard?

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

SurveySensum

JANUARY 5, 2024

But the challenge is – How do we gather these VoC insights from the knowledge base? Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. Here’s how you can track your users’ behavior: 1. Let’s dive in!

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Intercom, Inc.

AUGUST 18, 2022

How would she provide the right technical direction for the company? How are you going to get there? Before accepting a new job, ask what is expected of you to avoid misunderstandings down the line. When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. Unblock bottlenecks?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

JANUARY 14, 2021

If you’re short on time, here are some quick takeaways: Understanding how people differ and what matters to them helps you understand the different markets and tailor your approach to better suit each segment’s needs. When it comes to making something people want, Hubert Palan always does his homework.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Totango

SEPTEMBER 14, 2021

We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience. How Easy Is It for Customers to Contact You? How Easy Is It for Customers to Contact You? How Long Does It Take You to Respond to Customer Inquiries?

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 88

SurveySensum

SEPTEMBER 28, 2023

For example, asking, → “How did you feel about our stellar customer service?” To rectify this issue, it’s crucial to ask clear and unbiased questions such as → “On a scale from 1-10, rate your satisfaction with our customer service.” This is precisely where customer service surveys come into play.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

SurveySensum

AUGUST 8, 2023

So, let’s explore how you can leverage customer insights to improve B2B Customer Service. So, let’s have a glance at how by leveraging customer feedback you can improve your customers service experience in B2B. Remember the old saying, “A happy customer is a loyal customer”? What is B2B customer service? That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. Deana Perrin, Blue Shield of California.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

SurveySensum

NOVEMBER 25, 2022

How would you feel if the customer support agent picked up your call and helped you instantly to resolve your issue? . But how will you measure the CES score? It detects how much effort was put in by the customers to get in touch with your business. You’ll be glad, right? That’s where CES comes into the picture.

Customer Journey Map 52

Customer Journey Map Start-ups NPS Customer Retention 52

SurveySensum

OCTOBER 18, 2023

Or how to respond in such a way that your customers feel that they did the right thing by interacting with you? Well, inh this blog, we will talk about the importance of responding to customer feedback, how to do that it an effective customer feedback platform , and the dos and don’ts of responding to customer feedback.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Bill Quiseng

MARCH 28, 2016

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” F ind out more about Nancy and how you can connect with her via her website, email or social media platforms at the end of her post. . Phone calls. Take notes.

Entertainment 128

Entertainment Social Media Customer Service Customer Satisfaction 128

TeamSupport

AUGUST 3, 2020

How many times have we heard that when calling a customer support line? This blog series will explore several tools that can help your customers solve issues on their own and speed the time to resolution, and ways to help them feel more comfortable doing so. How-to webinars in the form of a “university”-style series.

B2B 64

B2B Technology Technology Customer Service 64

Beyond Philosophy

NOVEMBER 10, 2015

Harvard Business Review’s blog published a post comparing the effects of our global connectivity to the delayed gratification marshmallow test from the ’60s. In that famous test, researchers presented a marshmallow to kids and asked them to wait 15 minutes to eat it. Consistent productivity doesn’t happen by chance.

CX 154

CX Customer Experience 154

Intercom, Inc.

JANUARY 2, 2019

We also raised $125M in a Series D to fuel the next chapter of Intercom. Answer Bot , our support bot, learns from the questions your team is asked most by intelligently grouping similar queries. In 2018, we doubled the size of our R&D teams to continue building best in class products with non-stop innovation.

Start-ups 141

Start-ups Sales CRM Technology 141

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. It will help you gain insights into how banks and financial institutions can enhance their FCR rate with the help of cutting-edge call center software solutions.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

SurveySensum

OCTOBER 5, 2023

But as she progressed through the survey, she noticed an open-ended question that asked, → “Is there anything you feel could be improved at Prestige Motors?” But more often than not, auto dealerships create common mistakes like asking too many questions, not paying attention to mobile-friendliness, etc.

Customer Satisfaction 52

Customer Satisfaction Sales Start-ups Construction 52

Beyond Philosophy

SEPTEMBER 22, 2015

They don’t ask more of their Customers, but they give more service all the time. In a recent article, “ 3 Ways to Use Mobile To Your Advantage,” I discuss how Macy’s, Dick’s, and Taco Bell have embraced mobile Omni-channel approaches in unique ways to take their relationships with their Customers on-the-go to a new level.

Gaming 167

Gaming Customer Experience Customer Service CX 167

Intercom, Inc.

JUNE 26, 2019

One of the biggest questions I get asked is, “What do I write about?” How to get started. There’s a lot of content and advice about giving presentations out there. Some of it’s really useful, some of it not at all. This is my attempt to distill everything I’ve learned down to a few key areas in an organized and useful way.

Education 215

Education Start-ups Engineering 215

Help Scout

APRIL 29, 2021

Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Intercom, Inc.

JUNE 21, 2018

How can you capture, qualify and convert the right leads for your business while working within your means? How did they in touch with the company? Max Altschuler has made a career seeking out efficiencies in sales – hacks, as he calls them – and sharing them with the wider SaaS and sales community. Short on time? Do they back channel?

Sales 183

Sales Start-ups Finance Education 183

SurveySensum

FEBRUARY 24, 2023

In this blog, we will explore various strategies that automotive businesses can use to improve customer satisfaction. Whether you’re a dealership, a car manufacturer, or a service center, the insights and tips shared in this blog can help you enhance the customer experience and drive long-term success. of those occurring online.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Totango

DECEMBER 28, 2020

It’s not about retroactively helping customers reach their goals once they have raised their hand to get help. It’s not about retroactively helping customers reach their goals once they have raised their hand to get help. If you are a Cisco Gold Partner, we highly recommend watching a replay of the event above.

CX 79

CX Start-ups Technology Technology 79

Bill Quiseng

FEBRUARY 1, 2016

This was originally published as a guest post on Shep Hyken’s customer service blog. . Customer services is all about how to speed up the transaction. In fact, how loyal would you be to your bank if it started to raise fees for its services? There are only two ways to make a profit in business.

Customer Service 119

Customer Service Non-Profits Customer Loyalty Technology 119

Logicalware

AUGUST 26, 2021

There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation. This blog recaps the best bits from this conversation. Service is a big part of that. I’m excited about that.”.

CX 70

CX Start-ups Omnichannel Technology 70

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? Dive into this blog to explore 11 actionable insights and uncover the full potential. So now that we know how important it is let’s dive into the actionable insights that can help you deliver exceptional customer experience.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Confirmit

MARCH 22, 2020

The global raise of Covid-19 has wreaked havoc and left a trail of confusion on every topic from business operations to toilet paper. In this blog post, we’ll address some of the common questions to help you navigate these confusing times. Your customers are in crisis too, they will remember how you handle this.

Customer Experience 52

Customer Experience B2C Hospitality Hospitality 52

Customer Bliss

JANUARY 30, 2020

Like they were raised. Care is foundational to how they grow. The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. People are trained and invested in.

Hospitality 86

Hospitality Hospitality Start-ups Innovation 86

Beyond Philosophy

MARCH 9, 2016

So while this is an excellent concept, how do you make people like you and what’s more, trust you? Now, unless you were raised by wolves or have an actual medical condition that prevents it, most of us can make conversation. So stay focused and ask appropriate questions to figure out what that is. I couldn’t agree more.

Start-ups 113

Start-ups Sales CX Customer Experience 113

SugarCRM

DECEMBER 15, 2022

How customers view and interact with your brand is crucial in today’s marketplace. But how do you create an impactful CX plan or ensure a great customer experience ? You might be asking yourself, ‘Andrew, what the heck is a Loyalty Loop?’. Well, I’m glad you asked! Sounds like a win-win, right? I’ll show you!

Customer Experience 26

Customer Experience Invoicing CX Start-ups 26