Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Comm100

MARCH 6, 2024

The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. 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 data can reveal common customer issues, preferences, and trends.

AI 94

AI Customer Service Sales Customer Satisfaction 94

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. It helps you predict your future performance if current customer loyalty trends hold.

Customer Loyalty 111

Customer Loyalty Net Promoter Score NPS Voice of the Customer 111

Intercom, Inc.

DECEMBER 28, 2022

Announcing ‘The Intercom Customer Support Trends Report for 2022’. Check out this year’s Customer Support Trends Report to see the top five trends transforming the customer service industry and how to capitalize on them. Intercom’s product principles: A series exploring the beliefs that shape what and how we build.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Totango

OCTOBER 18, 2023

Totango, customer success software your business can’t outgrow, provides unlimited scalability and unmatched time to value that helps cross-functional enterprise teams drive productivity, retention, and expansion. vital business trends) and externally (i.e., customer health).

Customer Journey Map 102

Customer Journey Map Touchpoint Start-ups Business Growth 102

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. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Intercom, Inc.

DECEMBER 21, 2020

. “We wish you a very peaceful and safe holiday season” Alongside posts on product design and long-form guides on conversational support , we addressed the impact of COVID-19 , and expressed our anger and solidarity amid the struggle for racial equality and justice. Evelyn Clinton, Senior Content Marketing Manager.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Lumoa

SEPTEMBER 30, 2022

Plus, their customers are also two times more likely to try new products or services. . Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Uniphore

DECEMBER 7, 2021

Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. Think logical alternatives to delayed products, well-planned communication and better in-store experiences. Shifting customer trends: A closer look at customer data can help CX leaders stay ahead of changing customer preferences.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Comm100

JANUARY 2, 2024

This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents. Scalability with a Personal Touch: Generative AI combines the scalability of traditional AI with a personal touch, managing large volumes of queries while maintaining the quality of each interaction.

AI 73

AI Customer Service Gaming Innovation 73

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

The Customer Service Blog

APRIL 2, 2024

But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot of help from hired managers and business executives!!) This was after experimenting with her own home-made natural products created on her kitchen table.

Social Media 52

Social Media Retail Innovation Start-ups 52

Totango

JANUARY 22, 2024

At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. In 2024, CS teams leveraging AI will stand out from the rest by quickly identifying customer problems and trends in data, providing account summaries to executives, and streamlining workflows.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. In the process, we’ll highlight how technology can help you not only manage escalations but anticipate and avoid them. What Causes Difficult Customer Communication?

Technology 118

Technology Technology Start-ups Customer Experience 118

Intercom, Inc.

SEPTEMBER 1, 2021

At Intercom, we believe the best products are built with the market in mind. That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . product marketing team. Involve PMM in the entire product process (or: it’s not all about launches).

Start-ups 138

Start-ups Sales Gaming 138

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. Read on to find out how to increase trust in government institutions and agencies.

Government 78

Government Social Media Artificial Intelligence Legal 78

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Tailored Product Recommendations: Hyper-personalization extends beyond basic product suggestions based on past purchases.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover. He’s right!

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. To succeed in the ever-changing customer landscape, businesses must keep up with the latest trends. So, before moving on to the trends, let’s have a glance at how AI can further enhance customer service.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Intercom, Inc.

JANUARY 16, 2020

Miro has made the move from product to platform. So we wanted to bring a little bit of art into the day-to-day job of each person who uses our product. Especially those who are in design, product management, etc. These types of people totally understand the change and are inspired by the company and the product now.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Sprinklr

SEPTEMBER 16, 2021

You want to know what’s said about your brand, products, and competitors online, to gather insights and help mitigate any potential risks to your brand’s reputation. By including brand and media monitoring into your company’s crisis management workflow you will be in a better position to respond and mitigate potential brand risks.

Social Listening 87

Social Listening Social Media CXM AI 87

Win the Customer

SEPTEMBER 5, 2023

Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate. This word-of-mouth promotion can lead to increased brand visibility and potentially reach new customers.

Social Media 59

Social Media Customer Service Entertainment Customer Loyalty 59

TeamSupport

DECEMBER 7, 2020

But how can a salesperson or account manager be proactive in addressing either of these scenarios when they don’t live in your ticketing system all day and don’t analyze support reports on a regular basis? Upselling Other Products or Add-Ons. For example, “I’m looking for a report that can identify trends.”. “I

B2B 98

B2B Sales 98

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Voice of the Customer 156

Voice of the Customer Start-ups Sales Customer Feedback 156

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. Segment customer issues based on complexity.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com . On the agenda?

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Totango

JULY 15, 2021

No matter how great your product is, your customers still need to have a positive experience and be expertly nurtured and supported throughout their journey with your company in order to keep buying from you, adopt more products, and/or advocate for your company. The Difference Between a COO, CRO and CCO.

Start-ups 124

Start-ups Customer Relationship Education Customer Retention 124

Totango

APRIL 1, 2021

We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us. G2 Highest User Adoption recognizes the highest product adoption rating in its category. The Power of Customer Reviews. BrightLocal ).

Actionable Insights 79

Actionable Insights Touchpoint B2B Engineering 79

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement. What Is Product Engagement? Product adoption.

Sales 62

Sales Customer Retention Technology Technology 62

SurveySensum

AUGUST 8, 2023

When a B2B company sells products or services to its customers it’s not just the product they sell, they also trade the guide/help to make the best use of that product/service. , Analyze the gathered responses to identify trends and areas for improvement. That’s right! The main goal? The main goal?

B2B 52

B2B Customer Service Touchpoint Customer Feedback 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? Break down the feedback by account type, demographics, product usage, or any other relevant factor. Step 2: Identify trends. For example, improving response times or enhancing product features. How to analyze it?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Doing CX Right

SEPTEMBER 19, 2020

You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. But… don’t be afraid to politely but firmly seek attention from a manager if it isn’t going anywhere. Customer ratings may become the trend. The original article can be found in Psychology Today.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

SurveySensum

OCTOBER 18, 2023

Customer feedback is the valuable insights provided by customers about their experiences with a product, service, or brand. 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

Totango

JULY 13, 2021

Most products now have a digital component, making it easier to monitor and understand product use. And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires. Compiling this information will enable you to spot trends and answer questions.

Customer Satisfaction 101

Customer Satisfaction B2C B2B Customer Relationship 101