Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Start-ups 128

Start-ups Customer Service Social Media Contact Center 128

ClientSuccess

JANUARY 16, 2023

Providing exceptional customer success begins with listening to your customers. It’s essential to create an environment of trust and open communication, where customers feel heard, valued, and appreciated. As a customer service leader, it’s up to you to ensure that their valuable feedback is not only collected but acted upon.

Social Media 64

Social Media Customer Feedback Customer Experience Customer Service 64

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Start with your front-line employees, the people who are dealing with your customers. Your own employees have opinions on how to make that happen.

CX 173

CX Contact Center Start-ups Customer Experience 173

Totango

FEBRUARY 12, 2021

What is customer churn ? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? You can also think of customer churn as the opposite of customer retention.

Customer Retention 81

Customer Retention 81

Aquire

DECEMBER 9, 2021

If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

Hodusoft

MAY 24, 2022

A call center is a place where the agents have to deal with a lot of callers on a daily basis. How does ACD work? The system is not only beneficial for the agents but also for the customers. This not only increases customer satisfaction levels but also enhances customer experiences. Difference between ACD and IVR.

Contact Center 96

Contact Center Customer Satisfaction Technology Technology 96

SurveySensum

AUGUST 16, 2023

According to Gartner’s research study, Effortless Experience Explained , 96% of customers who had a high-effort experience reported being disloyal, compared to only 9% of customers with a low-effort score. But that’s not it, they also leave negative feedback, influencing other potential customers. Customer Effort Score.

Construction 52

Construction Customer Satisfaction Actionable Insights Customer Feedback 52

Provide Support

NOVEMBER 18, 2015

How to Tailor Customer Service Based on Customer Personality Type. Probably anyone who’s ever worked with people would tell you that different techniques work for different customers. Published in Provide Support Blog , 2015. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Customer Service 78

Customer Service 78

Execs In The Know

OCTOBER 5, 2023

Those technologies have streamlined many important work processes, but the limited capabilities of early chatbots prevented them from making automated self-service as effective as customers and service providers hoped they would. Industry leaders have long recognized the correlation between agent and customer satisfaction.

AI 52

AI Contact Center Technology Technology 52

Intercom, Inc.

DECEMBER 10, 2019

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. But knowing how these steps work is not the same as making it happen, and we think we know why.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Totango

APRIL 13, 2021

That’s why Totango offers our customer success solution for free – forever! Most of the time, a demo of a product will use fake data or a sample of your data to show you how the product works. When was the last time you purchased something without checking multiple online reviews about it first? Just our product, for free.

Start-ups 68

Start-ups Sales 68

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 91

Social Media Sales Start-ups Customer Relationship Management 91

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

Government 152

Government Customer Service Customer Experience 152

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location.

Net Promoter Score 108

Net Promoter Score NPS CRM Scorecard 108

Hodusoft

APRIL 12, 2023

How Contact Center Software Help Insurance Companies in Enhancing CX? The key to success for your business doesn’t just lie within your insurance policies but also in the experience you provide to your customers. But most insurers overlook customer experience while providing services to their customers.

Contact Center 52

Contact Center Omnichannel CX Customer Satisfaction 52

Zendesk

JUNE 29, 2022

Finding prospects can feel so difficult that many companies throw excess resources toward lead generation, but then stall when it comes to converting those leads into sales. How to convert leads. How to convert leads. How to improve conversion. Lead conversion is the process of turning a lead into a customer.

Social Media 98

Social Media Sales Start-ups CRM 98

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. Today’s guest, Marilyn Suttle , has a few ideas on how to do just that. Short on time?

Start-ups 118

Start-ups Social Media Education Customer Service 118

Fonolo

OCTOBER 23, 2018

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note.

Customer Satisfaction 85

Customer Satisfaction Technology Technology Customer Service 85

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Customer Service Life

FEBRUARY 18, 2018

This article was originally published on the FCR blog on January 31, 2018. Whether it was as a frontline customer service representative or as a manager working with my team or speaking with escalated customers, there were challenges almost daily that exercised my ability to bounce back in order to remain effective at my job.

Customer Service 60

Customer Service Contact Center 60

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week.

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

The Customer Service Blog

SEPTEMBER 28, 2021

Are customers getting too powerful? Has social media damaged the relationship between seller and customer? Are companies paying too much attention to their customers, and not enough attention to other stakeholders, such as employees? And should businesses reject the old maxim of “the customer is always right"?

Social Media 52

Social Media Customer Relationship Retail Customer Loyalty 52

SugarCRM

DECEMBER 12, 2023

In this third part, we dive into how to master automating sales processes for maximum efficiency. If you haven’t read the first two parts, hop on to our blog section and read those before. And as a result, your sales reps might find it difficult to adequately quote those. So, buckle up, and let’s get started!

Manufacturing 26

Manufacturing Sales Data Entry Start-ups 26

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. However, in our research, we never find price or features are the most important things.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Beyond Philosophy

APRIL 5, 2017

Businesses need to be mindful of mistakes they make that impact their employees and customers. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. The emotional state of a customer or colleague, then, is significant and needs to be considered when making an apology.

Customer Experience 133

Customer Experience CX 133

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Nobody likes a complaining customer, yet it’s something that every organization has to deal with. Complaining Customers Care. This may not be the fuzzy sort of care that companies and agents hope for from their customers.

Social Listening 82

Social Listening Social Media Customer Service Start-ups 82

Intercom, Inc.

AUGUST 18, 2022

How would she provide the right technical direction for the company? How are you going to get there? When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Customers That Stick

SEPTEMBER 29, 2014

One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. This interaction fails on so many levels that it’s difficult to even list them.

Customer Service 121

Customer Service Customer Experience 121

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming. Mathematicians are suddenly sexy.”.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Zendesk

JANUARY 18, 2022

Most businesses strategize sales through the eyes of the customer. What do customers want? How do we make customers happy? These are all worthwhile questions—and the customer is certainly important—but no company can help their customers if they have internal issues in serious need of fixing.

Finance 52

Finance Sales Non-Profits CRM 52

Intercom, Inc.

NOVEMBER 20, 2018

This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. As Jason Lemkin puts it , “The CEO/founder should close at least the first 10 (or 20 or whatever) customers. What matters is that somehow, someway, you still get those 10 paying customers closed.”.

Sales 178

Sales B2B Start-ups Education 178

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls. It can make or break your business.

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163