Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Net Promoter Score 98

Net Promoter Score Education NPS Start-ups 98

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. 1) Assembly Line Service When the customer’s issue is assigned a number sometimes the customer themselves is left behind. Shuffling a ticket around in order to tick the boxes of a workflow without considering the customer is an example of poor ticket management.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

Totango

OCTOBER 22, 2020

When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios.

Net Promoter Score 64

Net Promoter Score Customer Satisfaction Customer Feedback Sales 64

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 95

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 95

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 104

Customer Feedback Net Promoter Score NPS Voice of the Customer 104

Customer Service Life

OCTOBER 13, 2020

The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer. Properly authenticating the account.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 76

Customer Service Social Media Omnichannel AI 76

Hodusoft

JULY 27, 2022

How to Handle Escalated Calls in Call Center? Dealing with escalated calls is something that even the best call center businesses have to navigate. For businesses of all sizes, keeping customers happy and satisfied all the time is easier said than done. 7 Proven Ways to Tackle Escalated Calls.

Customer Loyalty 52

Customer Loyalty Customer Satisfaction Customer Service Customer Expectations 52

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Customer Retention 91

Customer Retention Customer Expectations Start-ups Sales 91

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 74

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 74

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Intercom

MARCH 9, 2023

Imagine a customer service team with high turnover and low tenure across the board. Your customers will only ever speak to people who haven’t had the necessary time or mentorship to become experts. Unhappy teammates are less productive and the circle of a poor customer experience continues.

Customer Service 59

Customer Service Engineering Start-ups Education 59

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. 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

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself.

Start-ups 98

Start-ups Technology Technology CRM 98

Win the Customer

SEPTEMBER 5, 2023

But beyond personal connections and entertainment, social media has also revolutionized the world of customer service. In this blog post, we’ll explore why social media customer service is so important and why businesses should prioritize it. Customers expect prompt responses to their inquiries, complaints, or feedback.

Social Media 59

Social Media Customer Service Entertainment Customer Loyalty 59

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 72

Customer Feedback Net Promoter Score NPS Voice of the Customer 72

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Execs In The Know

MAY 10, 2021

They are often the face of the company, shaping customer perception from even one interaction. Supporting employees by ensuring their mental and physical wellbeing is truly a priority. This can also lead to an even greater disconnect between agents, their peers, their managers, and senior leadership.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

TeamSupport

NOVEMBER 11, 2020

“ To retain the customers you have, you must help them achieve the outcomes they need.”. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue. Generate and send proposals based with customer-specific inputs, appropriate terms, resources, and pricing.

Engineering 98

Engineering Education Sales Technology 98

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management.

NPS 90

NPS Net Promoter Score Customer Journey Map Customer Satisfaction 90

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management.

NPS 89

NPS Net Promoter Score Voice of the Customer Customer Journey Map 89

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. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Social Media 93

Social Media Sales Start-ups Customer Relationship Management 93

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 95

E-commerce Customer Journey Map Sales Technology 95

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We’ve all experienced that!

Gaming 98

Gaming Start-ups B2B 98

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Net Promoter Score 73

Net Promoter Score VOC Customer Feedback Innovation 73

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Why Use Personalized Customer Engagement? You can personalize most types of communication with customers.

NPS 70

NPS Start-ups Technology Technology 70

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Execs In The Know

MARCH 20, 2023

The movement toward humanized, one-stop CX These days, CX isn’t limited to providing service and support. With this in mind, companies are increasingly turning to universal CX agents to connect with their customers and provide them with the level of personal interaction they want. That disconnect comes with significant implications.

Contact Center 52

Contact Center CX Omnichannel Customer Relationship Management 52

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Net Promoter Score 86

Net Promoter Score NPS Touchpoint Technology 86

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll discuss how to measure CSAT within the context of your customer lifecycle. CSAT stands for customer satisfaction or, when referred to as a key performance indicator, customer satisfaction score. What Is CSAT? CSAT Versus NPS.

Net Promoter Score 101

Net Promoter Score NPS Customer Satisfaction Customer Retention 101

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Businesses need a strong communication strategy to deliver seamless customer experiences. Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. What is call center management?

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Bill Quiseng

OCTOBER 27, 2014

This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. So, How Can You Improve Customer Service? Start Listening to the Customer.

Customer Service 161

Customer Service Social Media B2B Sales 161

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management.

NPS 62

NPS Net Promoter Score Voice of the Customer Customer Journey Map 62