CSAT.AI

JULY 13, 2022

If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . 2. .” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . Aim to Become the Standard. “If

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Chapters Chapter 1 What is automation in customer service?

AI 74

AI Customer Service Technology Technology 74

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. In this blog, we’ll take a close look at what’s involved in active listening. We’ll share some practical steps and insights on how to teach this vital skill to your call center agents.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Zendesk

AUGUST 9, 2023

To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent. He directed his team to refresh the articles and revamp the site navigation, and now self-service articles number around 2,000.

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Inside Customer Service

AUGUST 11, 2022

A Target customer service rep told me via chat that I did need to download the Goatote app. Goatote customers must first create an account and I was unable to complete this step. I recently followed the customer journey for two companies that are trying to tackle this issue. One is James Coffee Co. , per month, or pay $1.00

Customer Experience 171

Customer Experience Government Customer Service Start-ups 171

CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. Another way GenAI is revolutionizing customer service is automation. What is Generative AI? However, generative AI isn’t here to replace conversational AI.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” ” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Inside Customer Service

FEBRUARY 24, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Confusing or broken self-service options. High employee effort causes three common service failures.

E-commerce 130

E-commerce Start-ups Customer Service 130

Totango

FEBRUARY 23, 2024

This is a subject that Totango’s Chief Marketing Officer (CMO) Karen Budell is well-versed in since she stepped into this role with the company. The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO).

Start-ups 97

Start-ups Business Growth Sales 97

Totango

NOVEMBER 27, 2023

Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. However, a customer’s health score is constantly shifting. Digital CS does not mean there is no need for human engagement.

Touchpoint 103

Touchpoint AI Gaming Innovation 103

Zendesk

SEPTEMBER 20, 2023

If you’ve ever stepped into a store with a large selection of wine, it can be a bit overwhelming. Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks.

Customer Feedback 85

Customer Feedback Customer Loyalty Customer Experience 85

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

SurveySensum

APRIL 8, 2024

4 Foundational Steps for Digital Success Establishing a strong digital presence requires a strategic approach, built upon four foundational steps essential for achieving success in the ever-evolving landscape of digital technology. This strategic approach is the first step toward building a strong, recognizable brand.

Social Media 52

Social Media Engineering Customer Feedback Innovation 52

Myra Golden Media

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

Customer Service 116

Customer Service Customer Experience 116

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

Intercom

NOVEMBER 29, 2023

Most customer service tools were built for human-led support, with a smattering of automation thrown in for good measure. Could another customer service platform be a better fit for your team? If you’re considering a platform change, follow these steps to ensure a successful transition for your customers, team, and company.

Customer Service 89

Customer Service AI Start-ups Innovation 89

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? Here’s what I do: Step 1: Segment responses. Step 2: Identify trends. Step 3: Address critical issues first that impact a large number of customers. Step 5: Define specific, measurable goals based on the feedback.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Fonolo

MARCH 28, 2023

Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Understanding the Role of a Customer Experience Manager The first step in becoming a customer experience manager is understanding the job. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

VOZIQ

DECEMBER 17, 2020

We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. These blogs have garnered significant appreciation from your fellow readers. Five Customer Retention Steps to Boost Profitability. Proven Strategies That Will Plug the Leaky Bucket of Customer Revenue.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Most interactions that lend themselves easily to self-service are already in that realm.

Social Media 87

Social Media AI Technology Technology 87

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. In the realm of customer service, it involves streamlining processes, reducing manual effort, and leveraging tools to enhance operational efficiency.

Customer Service 59

Customer Service B2B AI Innovation 59

SurveySensum

APRIL 1, 2024

In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust. Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. In this blog post, we will explore how to apply Six Sigma principles to elevate your customer service to new heights. What are the most common customer complaints or issues?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction NPS 52

Totango

FEBRUARY 23, 2024

The key to ongoing success is to demonstrate the value of your product or service and reiterate this value at every step of the customer’s journey. Here are three key takeaways from the podcast. Marketers are increasingly targeted at driving pipeline and impact on revenue, but [the job] doesn’t end there.

Customer Acquisition 91

Customer Acquisition Sales CRM Innovation 91

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

Zendesk

FEBRUARY 17, 2022

The buyer’s journey (sometimes called a purchase journey) describes the process a customer goes through to purchase a product or service. Mapping out the journey provides an in-depth view of how your potential customers behave at every step in the buying process. Consumers aren’t always willing to make a purchase on a whim.

Social Media 98

Social Media Sales Education CRM 98

Hodusoft

MARCH 21, 2024

Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders. That’s where HoduSoft, a leading provider of advanced communication solutions, steps in. from 2021 to 2028. Let’s get started. What is BPO?

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Totango

OCTOBER 20, 2021

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. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journey Map 91

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 91

ClientSuccess

DECEMBER 19, 2022

Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team.

Education 72

Education Customer Relationship Sales Customer Service 72

Totango

MARCH 21, 2023

The second step is engagement whereby feedback should be prioritized and measured alongside assigning appropriate roles & responsibilities to ensure this part of the framework runs smoothly. With organized communication channels, businesses are able to close the feedback loop while customers benefit from superior services!

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

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. Call-backs are great for bridging the gap between self-service and live calls, by the way.) Let’s go! But that’s not as simple as it sounds.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

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

SurveySensum

NOVEMBER 6, 2023

This shows that creating and launching an NPS survey is the first step, but turning the feedback into an action plan is what makes the difference and sets you apart from your competitors. So, with this blog, we will delve deeper into the right NPS methodology that will help you turn your NPS feedback into action. What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Zendesk

NOVEMBER 15, 2023

We have a lot of big ideas about how we want to improve our customer experiences across sales, servicing, and support,” Lye said. We’re beginning to think about what is the next generation, what will the next step look like?” We have to make sure that our planet is the place we can be forever.

Technology 52

Technology Technology Transportation Customer Experience 52

Totango

OCTOBER 11, 2021

If you approach the adoption process as a continuation of the relationship established with your customer during the onboarding process, you can take steps to follow up successful onboarding with successful adoption. One step you can take is charting an automated adoption workflow sequence to follow up upon initial onboarding.

Education 95

Education Technology Technology Customer Service 95