Zendesk

SEPTEMBER 20, 2023

That experience can be just as challenging online, which is why Wine.com places great value on delivering a stellar, personalized customer experience. For example, Wine.com provides live assistance from sommeliers to guide customers toward the right wines.

Customer Feedback 85

Customer Feedback Customer Loyalty Customer Experience 85

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Inside Customer Service

NOVEMBER 18, 2021

They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? This might seem like strange advice coming from someone who makes a living from online training classes , has a blog , and has written several books.

Start-ups 130

Start-ups Sales Customer Service 130

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

MARCH 6, 2024

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. The advantages of live chat 1.

AI 94

AI Customer Service Sales Customer Satisfaction 94

SurveySensum

MARCH 27, 2024

They are constantly improving their product but it is not getting reflected in their numbers. 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?

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

Zonka Feedback

JULY 12, 2023

Need to collect customer feedback for your SaaS business? This blog will help you choose the best Customer Feedback Tools for SaaS based on their unique features, pricing, and ratings on popular online platforms. If you are in the SaaS industry, collecting customer feedback should be one of your top priorities.

Customer Feedback 52

Customer Feedback Innovation 52

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

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more. This takes us into the next benefit of AI in customer service.

AI 69

AI Customer Service CX Retail 69

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Contact Center Education Healthcare 318

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

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

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. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. GP practices, schools and gyms were also able to continue delivering their services through video.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going.

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Win the Customer

AUGUST 22, 2023

The traditional brick-and-mortar stores, while still relevant, are now joined by the vast digital landscape of online shopping. In this blog post, we will explore the customer journey in online shopping and highlight how technology has revolutionized every step, from browsing to delivery.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Customer Experience 105

Customer Experience E-commerce Technology Technology 105

Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. They show employment of “Customer Service Representatives” consistently growing over the last few years. Self-Service Substitution. What’s happening is that the ways customers and companies interact is changing.

AI 209

AI Contact Center Start-ups Innovation 209

Execs In The Know

NOVEMBER 1, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Randy Bassett.

Construction 98

Construction Innovation Customer Service Customer Experience 98

Aquire

JULY 30, 2021

With more and more consumers switching to online shopping, ecommerce customer service has become a focal point for most businesses. Every online customer knows they can share reviews across a range of different social media platforms. With that in mind, it’s vital you provide the best customer service possible.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Lightico

JANUARY 20, 2022

These digital tools help improve communication and organization. In this blog post, we will discuss the top 5 eform tools for banking and how they can help your business! Online/Mobile Banking: One of the most common eform tools used by banks is online/mobile banking. Online Bill Payment. Digital Forms.

Customer Experience 52

Customer Experience 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

PeopleMetrics

MAY 13, 2021

Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. PeopleMetrics LIVE! Sign up for more PeopleMetrics LIVE!

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers a similar suite of services.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers a similar suite of services.

Finance 52

Finance Compliance Artificial Intelligence ML 52

Fonolo

DECEMBER 6, 2022

You can’t passively improve a call center. . When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Enhancing customer satisfaction and sales . For example, Fonolo’s Voice Call-Backs make it easier to retain customers. He’s right!

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Execs In The Know

NOVEMBER 22, 2022

This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. . CSA Research predic ts that businesses will require at least 16 languages to reach 90 percent of the total online population.

Contact Center 98

Contact Center CX Technology Technology 98

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Managers must ensure their agents have the skills and knowledge to provide excellent customer service.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Such changes and improvements within each realm are common.

Social Media 87

Social Media AI Technology Technology 87

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Customer Experience 87

Customer Experience E-commerce Technology Technology 87

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? Just as you shouldn’t put off going to the gym until you lose weight, you shouldn’t put off improving your CX until you’ve put together a big budget.

CX 173

CX Contact Center Start-ups Customer Experience 173

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Here’s your complete guide to improving customer perception of your business.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

SurveySensum

MAY 18, 2023

Customer satisfaction can make or break a company’s reputation, and that’s where retail surveys come into play. By gathering customer feedback, businesses can get valuable insights into what’s working and what’s not. Retail surveys are used to gather customer feedback about their shopping experiences.

Retail 52

Retail Customer Feedback Net Promoter Score NPS 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Customer Experience 83

Customer Experience E-commerce Technology Technology 83