Inside Customer Service

MARCH 11, 2021

About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. So I was happy to see that 78.44

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

Comm100

MARCH 6, 2024

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. This efficiency can lead to lower operational costs and quicker response times for customers. The advantages of live chat 1.

AI 90

AI Customer Service Sales Customer Satisfaction 90

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. Lead generation is often a huge challenge for sales and marketing professionals. What is lead generation?

Social Media 98

Social Media B2B Sales Start-ups 98

Intercom, Inc.

JANUARY 30, 2019

They’re improving our sales and marketing efficiency in three key ways: Now we’re qualifying leads 24/7 and instantly connecting them with the right next step, whether that’s booking a meeting with sales or delivering a relevant piece of content. We’re engaging higher-intent leads faster. The converse is true too.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

Totango

APRIL 9, 2024

“My team is tasked with selling add-ons, and one thing we’re finding is that we haven’t done enough to understand what the story is, what the ICP is of that add-on, and how we can look at product behavior to identify leads.

Sales 106

Sales Business Growth Innovation AI 106

Win the Customer

SEPTEMBER 5, 2023

In this blog post, we’ll explore why social media customer service is so important and why businesses should prioritize it. When customers post questions or complaints publicly, businesses have an opportunity to address them openly.

Social Media 59

Social Media Customer Service Entertainment Customer Loyalty 59

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That spells trouble for contact centers. Of the 15 factors, 11 were correlated with a lower burnout risk.

Contact Center 212

Contact Center Start-ups Customer Service 212

Fonolo

NOVEMBER 29, 2023

They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. When they’re done speaking, summarize key points and ask questions to ensure you’re understanding correctly (more on this below).

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Intercom, Inc.

MARCH 25, 2020

With any spike in support conversations you’ll find that many of the questions being asked are the same. This should lead to fewer conversations and more headspace for your team. You should put all of these questions and their answers together in an article , a blog post or on your website. Custom Bots.

Start-ups 160

Start-ups 160

Fonolo

JULY 5, 2023

A negative turn in customer opinion may not destroy your business, but it will almost certainly lead to lost revenue, market share, and reputation. We often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom

DECEMBER 19, 2023

” The message behind this blog post and video comes at the perfect time for support reps who may be feeling a little apprehensive about what their future roles will look like. This blog post dives into the new approach we devised at Intercom to re-identify our PMF. Zara Burke , Principal Editor Bots ? and brains ?:

AI 96

AI Engineering Sports Customer Service 96

ClientSuccess

JANUARY 3, 2023

We’ve compiled a checklist of key questions to ask your customer that will provide valuable insights into their expectations, loyalty and satisfaction with your company: 1. By asking this question, you can identify customer preferences and gain valuable insight into what sets your company, product or service apart from other solutions.

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Zendesk

JUNE 11, 2021

But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. With the right methods, your business can generate more leads at the top of the funnel and more deals at the bottom. What is a sales funnel?

Sales 86

Sales Social Media B2B CRM 86

SurveySensum

MARCH 12, 2024

When there are no unnecessary questions and taking the survey feels quick and conversational. In this blog, we will explore the basics of survey logic, its different types, and how it can benefit you in various ways. In this case, Display Logic can smartly show ONLY the relevant question. What makes a survey truly an experience?

Start-ups 52

Start-ups Actionable Insights Retail Gaming 52

Bill Quiseng

MARCH 1, 2021

I was fortunate to have Dr. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Whether you are launching a business, seeking to grow a startup, or stewarding an established company, it’s worthwhile to pause occasionally and answer a fundamental question.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Intercom, Inc.

JULY 18, 2018

It’s time to adopt a more modern approach to lead qualification, one that puts your prospects’ needs first. Today we’re publishing The 21st Century Guide to Lead Qualification to help. In the 1960s, IBM revolutionized the sales process with the introduction of BANT, a framework for finding qualified leads for your product.

B2B 135

B2B Sales Start-ups 135

Totango

MARCH 8, 2022

This can serve a variety of functions, including: Enabling participants to ask questions seeking professional advice on CS problems, solutions, and suggestions. Participants can ask questions of the community, connect with peers or submit events for possible promotion. Providing a forum to share CS strategies, tips, and best practices.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

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. With so much effort going into gaining initial interest, it’s doubly frustrating when sales leads aren’t immediately ready to buy. How to convert leads.

Social Media 98

Social Media Sales Start-ups CRM 98

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Perceived corruption and inefficiencies within government institutions have significantly impacted public perception, leading many to question the integrity and effectiveness of their leaders and public services.

Government 75

Government Social Media Artificial Intelligence Legal 75

Zonka Feedback

JUNE 21, 2021

Further, they help you improve the overall user experience, enhance your business' conversions, reduce drop-offs, reduce churn and lead to business growth. In this quick guide, you'll learn about Website Surveys, why they are essential, where on your Website to ask questions, and top Website Survey Questions to ask.

Non-Profits 64

Non-Profits Education Business Growth Customer Satisfaction 64

SurveySensum

SEPTEMBER 28, 2023

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.” Avoid Yes/No or Either/Or Answers: Open-ended questions are best if you want to understand exactly how your customers feel about your customer service efficiency.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

Zendesk

MAY 25, 2022

Being an active member of the CX community can and will impact your company’s performance: It generates leads and valuable partnerships, and it creates brand awareness when you start getting invited to events, for example. Start reading these blogs. Most of the CX influencers we mentioned before have their own blogs.

CX 98

CX Social Media Start-ups Sports 98

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. During the conversation, we talked about some recent blog posts I had written. One of my favorite questions was about the unwritten rules of serving B2B customers. Let’s dive in. A CX Moment with Calm.

CX 83

CX Contact Center B2B Customer Service 83

Totango

JULY 28, 2021

In this blog we’ll share five of the most important best practices for hiring a customer success manager. Developing meaningful interview questions. Develop Meaningful Interview Questions. Generic questions can only elicit limited information about how well a candidate fits the specific needs of your team.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Totango

MAY 13, 2022

The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Whatfix is one of today’s leading in-app guidance platforms.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Zendesk

FEBRUARY 17, 2022

This is where an effective lead magnet comes in handy. As the name implies, lead magnets pull in prospective buyers with an enticing offer. By creating the right lead magnet, companies can bring in more high-quality leads and convert them into paying customers. What is a lead magnet? What makes a good lead magnet?

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

Intercom, Inc.

JANUARY 2, 2019

Answer Bot , our support bot, learns from the questions your team is asked most by intelligently grouping similar queries. The bot highlights these questions so your team can provide on-brand, pre-formatted answers. We’ve seen Answer Bot resolve 29% of our customers’ common questions.

Start-ups 141

Start-ups Sales CRM Technology 141

ProProfs

FEBRUARY 25, 2021

The answer to the question – How to create an online quiz in WordPress is simple: Using a quiz plugin. But first, what would a quiz for your WordPress blog help you achieve? Quizzes can do more than just entertain your readers; they can help increase your blog’s engagement and grow conversions. You read that right!

Entertainment 52

Entertainment Social Media Start-ups CRM 52

Win the Customer

SEPTEMBER 6, 2023

In this blog post, we’ll explore how AI and chatbots are transforming customer service interactions, making them faster and more efficient. Customers appreciate the convenience of getting assistance whenever they need it, leading to improved satisfaction and loyalty. Customer service is the lifeblood of any business.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

SurveySensum

JANUARY 5, 2024

Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. This leads to reduced support inquiries and increased customer satisfaction. New articles are created to address common questions raised in search queries.

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Logicalware

MARCH 14, 2022

But most of the time, there are many more options to choose from, numbers to press, and questions to answer before you can finally be routed to the right person or department. In this blog, we’ll take a look at voice bots and how they work. If you want to connect with a customer support agent, press 2”. What is a voice bot?

Start-ups 96

Start-ups CRM Sales Technology 96

ProProfs

MAY 9, 2023

A well-executed marketing funnel can consistently bring in relevant leads and sales, whereas a flawed one can make it difficult to close deals. In this blog post, we will explore the concept of quiz funnels in more detail, including their benefits and examples. If yes, keep reading!

Social Media 52

Social Media Sales Start-ups E-commerce 52

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? We recently fielded this question with our Customer Advisory Board (CAB) revealing a consensus among CS and sales leaders: improving retention rates is the most important business outcome to focus on this year.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. By automating routine tasks, businesses can significantly reduce response times, leading to a more satisfying customer experience. What is Automation?

Customer Service 59

Customer Service B2B AI Innovation 59

SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. They are more engaged in their interactions with customers, leading to improved customer satisfaction and loyalty.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

CSAT.AI

MARCH 8, 2023

Even with the best intentions, they might not always phrase their questions in the clearest (or nicest) way possible. This can lead to frustration on their part and lost sales for you. In this blog post, we will discuss how you can ensure your customers get the right answer. No one is perfect, and that includes your customers.

Sentiment Analysis 91

Sentiment Analysis AI Sales Customer Service 91

CommBox

OCTOBER 18, 2023

In this blog, we’ll dive into this new era and explore how embracing Generative AI can benefit customer service and support teams, and why it’s a crucial tool for staying ahead in the competitive landscape. A study by McKinsey indicates that investing in AI can lead to a revenue increase of up to 15%.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98