Customer Service Life

FEBRUARY 10, 2020

3 Ways to Bridge the Gap From Training to Proficient Customer Service – Early in my career in customer service we had a ticketing system with a “QA” feature and every email new agents composed had to be approved before sending. Is email support still alive for your company or are other channels taking its place?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

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. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

TeamSupport

AUGUST 24, 2020

From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. This blog series explores how to interpret key data and implement strategies as a result.

B2B 97

B2B Start-ups Customer Experience Management Customer Service 97

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? If your support software features custom automation triggers , they won’t need to. Increasing User Count.

B2B 98

B2B Sales 98

TeamSupport

MARCH 10, 2021

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. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn, which we explored in Part 2.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. This blog will help you on your way, providing the top automated customer service examples that can be used across industries. What is customer service automation?

Customer Service 74

Customer Service Artificial Intelligence Machine Learning AI 74

TeamSupport

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. A Picture—or Video—Is Worth a Thousand Words.

B2B 98

B2B Start-ups Customer Service 98

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? Step 4: Share the feedback with relevant teams such as product development, customer support, and marketing. This is why they implemented an automated ticketing system for negative feedback. How to analyze it?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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. They can gain even more information by integrating key systems, such as CRMs and shopping cart platforms.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. By recognizing early warning signs, you can proactively address the issues, provide additional support, or offer incentives to retain custom ers.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

TeamSupport

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! Watch on demand.

B2B 89

B2B Machine Learning B2C Start-ups 89

Totango

APRIL 18, 2023

Our two newest features will include plain language-to-code generation for integrations and systems connectors, and an AI assistant chat interface where you can easily surface Totango segments by using natural language queries. Totango’s automated integrations and AI assistant features are rolling out in beta in Q2.

Innovation 99

Innovation AI Engineering Sales 99

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Integration with Other Systems : Many inbound call center software solutions offer integration with other business systems such as CRMs , helpdesk software, and ticketing systems.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Zendesk

MARCH 15, 2021

In addition to offering only verified PPE options on their website, Project N95 provides tips on how to look for high-quality PPE on their blog on Medium. In November 2020, N95 integrated the Zendesk Support Suite with its systems and saw immediate results. As an organization, Project N95 has come a long way in a short time.

E-commerce 98

E-commerce Non-Profits Healthcare Hospitality 98

Totango

MARCH 15, 2022

In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. This enables your staff to support more customers per staff member instead of tying you down to a 1-to-1 ratio between customers and account managers. The post Scaling Your Customer Success Team?

Start-ups 96

Start-ups Technology Technology CRM 96

TeamSupport

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. Cost Effectiveness and Flexibility. What it also means is that they can end their subscription at any time.

B2B 64

B2B Start-ups Customer Relationship Sales 64

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. 5) CustomerGauge Robust NPS System Accurate Revenue Impact Assessment Comprehensive Customer Tracking Free trial available Contact CustomerGauge 4.6 (5) user/month 4.4 (5) user/month 4.4 (5) user/month 4.4 (5)

Manufacturing 52

Manufacturing B2B NPS Compliance 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? In the e-commerce sector, customer service can be defined as support or assistance that customers need when they shop from an online store.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

TeamSupport

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d 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. It starts with the cloud.

B2B 59

B2B Customer Relationship Sales Customer Service 59

SurveySensum

JANUARY 24, 2024

Put Everything in One Place Efficiently managing multiple feature requests begins with collecting all requests into a centralized system. Whether they come from customer support tickets, emails, community forums, etc, gather and organize them in one dedicated space.

Sales 52

Sales Customer Feedback Start-ups CX 52

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. A well integrated quality system makes the quality assurance process easier for your support team while giving you better visibility into the overall performance of your agents. Consider These 7 Things. Zendesk Suite Ready.

Technology 74

Technology Technology Text Analytics Contact Center 74

Intercom, Inc.

DECEMBER 28, 2022

In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Announcing ‘The Intercom Customer Support Trends Report for 2022’. Above all, thanks for reading, sharing, and listening to our content. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

CX Accelerator

JULY 1, 2020

Ensure the plan includes getting off legacy systems and onto new platforms as soon as possible. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. Lastly, remember, digital transformation is not a golden ticket to success.

Contact Center 266

Contact Center CX Technology Technology 266

Totango

FEBRUARY 11, 2022

You can do this by using tools like automated alerts, ticketing systems, and other workflows. When collecting feedback and planning updates, you can gain the most leverage to make improvements by focusing on four fundamental product pillars: Features, user interface and user experience, performance, and support.

B2B 108

B2B B2C Customer Experience Net Promoter Score 108

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. Integrate Slack with support tools. That sent me on a quest to understand how our support teams use Slack (Read Part One and Part Two of my findings here). Hint: Focus on Agent Performance. It’s a perfect complement to this integration.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Totango

SEPTEMBER 20, 2022

Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. What Is Customer Support Enablement?

B2B 83

B2B Net Promoter Score Education Social Media 83

Win the Customer

SEPTEMBER 11, 2023

In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. Customer Satisfaction Score (CSAT) CSAT is a direct measure of how satisfied customers are with a specific interaction, such as a support ticket or a recent purchase.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Business-to-business (B2B) customer service refers to support delivered to clients who are businesses rather than consumers. However, in detailed application, it can differ in some important ways from consumer support.

B2B 92

B2B Customer Service B2C Net Promoter Score 92

Totango

NOVEMBER 23, 2021

How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. If your current system doesn’t allow you to collect feedback efficiently, you’re missing out on important data.

Net Promoter Score 92

Net Promoter Score CRM Customer Feedback Sales 92

Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%.

Social Media 136

Social Media Start-ups Customer Service Contact Center 136

Totango

JUNE 15, 2022

A customer escalation is a support situation where the customer’s initial attempt to get support meets a barrier or fails and has to be passed onto the next stage of the support process. Perhaps a feature that they need isn’t working properly, and/or they have had one or more support tickets go completely unanswered.

Customer Relationship 81

Customer Relationship Scorecard Customer Experience 81

Zonka Feedback

OCTOBER 1, 2022

Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond. You have raised the issue a couple of times and it was resolved after following a ticketing process.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. This could mean reaching out to customers with troubleshooting tips, offering assistance, or even resolving issues behind the scenes without the customer needing to ask for support.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Comm100

NOVEMBER 13, 2015

What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved.

Start-ups 66

Start-ups Customer Service 66

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Offering 24/7 support. The importance of around-the-clock support cannot be understated. The importance of around-the-clock support cannot be understated.

Customer Service 84

Customer Service AI Technology Technology 84