Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.”

Outlook 114

Outlook Innovation Omnichannel Education 114

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Finally, we’ll look at six of the best customer engagement tools and how you can use them to promote better interactions with your customers. Customer support platforms. Learning management system (LMS) tools: Lessonly.

Artificial Intelligence 104

Artificial Intelligence Social Media Sales Customer Service Sales 104

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 . exceptionally.” – Kristi Runyan What is high-touch customer service? (+ how to deliver it) , Zendesk blog.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Intercom, Inc.

DECEMBER 14, 2022

With a modern and flexible no-code design, you can support and engage customers with speed, ease, and versatility. “We use Intercom to power our customer communications, from driving checkout conversions to ongoing customer engagement and delivering personalized support. – Erik Wantland, Director of Support, Copper.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

MattsenKumar

MAY 7, 2024

Our blog post discusses outsourcing customer service to meet modern expectations. As per data by Helplama, 54% of all companies use third-party support teams to connect with customers. Outsourcing customer service allows implementing and maintaining a robust CRM system, advanced solutions, and tools to optimize customer interactions.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

Intercom

DECEMBER 5, 2023

And can support teams do the same to convey their true value within their companies – and, in particular, convince other teams of the value of AI-powered support tools? Support teams looking to use their data to show their impact and grow appreciation for their work can take three major learnings from Spotify Wrapped.

AI 97

AI Customer Service Customer Experience 97

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. Human-bot harmony – Balancing human personability with automation efficiency Crucially, all automation software must be balanced with human agent support.

Customer Service 76

Customer Service Social Media Omnichannel AI 76

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., This tool can significantly enhance the citizen’s experience by providing quick answers to questions, reducing wait times, and making government services more accessible. You can read the full story here.

Government 78

Government Social Media Artificial Intelligence Legal 78

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. First, the support organization began revitalizing and expanding its knowledge base.

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Totango

OCTOBER 18, 2023

That being said, we agree with Kristen that for the best results, the journey map must be treated as a cross-functional tool that is revisited, tested, and iterated. Totango supports this cross-functional effort through various SuccessBLOCs and curricula that make the mapping process purposeful for your business and your customers.

Customer Journey Map 102

Customer Journey Map Touchpoint Start-ups Business Growth 102

Intercom, Inc.

JUNE 22, 2018

Or, in Ruby: Using this method to find similar posts on this blog to “How the support team improves the product,” you’ll get the following top 10: How to launch with a validated idea. Proactive support with Intercom. Or, in Ruby: If @words equaled: ['hello', 'inside', 'intercom', 'readers', 'blog', 'post'].

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

Zendesk

SEPTEMBER 6, 2023

As any support team manager can attest to, the deleterious effects of stress and burnout have very real consequences for customer service teams. As senior manager of customer experience at the mindfulness app, Anzalone has more than a decade of experience in the customer support space.

Healthcare 69

Healthcare Customer Expectations Customer Service Customer Experience 69

Totango

FEBRUARY 25, 2022

In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. Product usage and daily digital tools integrations.

Gaming 95

Gaming Innovation Start-ups 95

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Cross-functional collaboration B2B organizations increasingly rely on multiple best-in-class tools to manage customer data as tech stacks expand.

B2B 92

B2B ML CRM Customer Relationship Management 92

Totango

NOVEMBER 27, 2023

Business reviews: Lean into virtual advantages Virtual business reviews (VBRs) are a great tool for supporting digital CS. By utilizing AI-enhanced VBR tools like those offered by Totango, you can eliminate the hours it would take to create personalized business reviews and drive customer outcomes. “I

Touchpoint 104

Touchpoint AI Gaming Innovation 104

Totango

APRIL 18, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. You’re sitting on hold with tech support for hours only to hear that dreaded phrase “turn it off and back on again.” Empower Your Team with the Right Tools. We’ve all been there.

Scorecard 94

Scorecard Start-ups Customer Experience 94

SurveySensum

OCTOBER 10, 2023

But like any other great tool ever made, Delighted also has some drawbacks that hold it back. So, with this blog, we have mined the top 9 Delighted alternatives by examining their features, pros, and cons. And every customer product feedback tool should be equipped to provide a smooth automation process to their users.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Totango

NOVEMBER 10, 2023

.” — Peter Armaly, VP of Customer Success, ESG Make the journey mapping exercise cross-functional Journey mapping is the practice and tool most often talked about in customer success; at the same time, it’s also (probably) the most unintentionally wasted time and tool in customer success.

Customer Journey Map 98

Customer Journey Map Construction Touchpoint B2B 98

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

TeamSupport

JANUARY 22, 2024

One such transformative tool that has gained prominence is automation. 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. This strategy only boosts productivity, but also enhances the capacity of support teams.

Customer Service 59

Customer Service B2B AI Innovation 59

Intercom, Inc.

APRIL 4, 2022

If that sounds like just the product missing from your tech stack, head over to our latest blog post where you can find out even more. Intercom Switch allows your customers to embrace the future of support – empowering them to seamlessly transition from phone to messaging. Ukrainian language support. Looking to learn more?

Gaming 118

Gaming Customer Feedback Customer Experience 118

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. Or they may become irate with a support agent because they misunderstood a proposed solution and what they tried instead didn’t work. Miscommunications.

Technology 118

Technology Technology Start-ups Customer Experience 118

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

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. 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

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. That also makes these support centers far more cost-effective. The virtual contact center supports home based agents.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Execs In The Know

APRIL 28, 2022

Are you looking for the smartest way to support customer care while protecting your brand? Contact centers with an eye to the future are adopting attended automation to support their teams and their business. Support and Guidance: The Key to Better Agents. Guest blog post written by Laivly. What Is Attended Automation?

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

ModSquad

APRIL 13, 2021

Offer tools to help customers make an informed decision. Break paragraphs in blogs into small chunks so customers aren’t facing a wall of text when reading your blog from their phones or tablets. But try to stick to the top level menu and make it easy to contact support. Create a mobile-optimized help center.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Fonolo

MAY 30, 2023

In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. Workforce management software is a tool that facilitates this process. There can be a lot to unpack when you dive into WFM, but don’t worry: we’re here to help!

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. So, we took into account these essential factors to guide our tool selection.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. Daily Check-Ins.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

MattsenKumar

OCTOBER 12, 2023

Our blog post discusses outsourcing customer service to meet modern expectations. As per data by Helplama , 54% of all companies use third-party support teams to connect with customers. Companies investing in automation tools have experienced high customer satisfaction.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Totango

JULY 11, 2023

We’re grateful to all the Totango users for sharing their perspectives and support with the G2 community. Continuous improvements like our recent launch of Totango In-App and integration of AI enabled tools are critical to these efforts and make it easier for teams to work together and drive customer outcomes more quickly.

Customer Journey Map 83

Customer Journey Map Sports Innovation Touchpoint 83

Totango

AUGUST 3, 2021

Some of the most common errors involve not delivering enough value to motivate a purchase, delivering so much free value that there is no incentive to buy, and failing to deliver enough support for freemium users to experience your product’s value. Limiting customer support. Limiting the number of users. Limiting storage space.

Sales 118

Sales Social Media Engineering Technology 118

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. billion hours annually.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Totango

APRIL 5, 2022

Integration of NPS surveys with other relevant tools, such as CRM apps and email autoresponders. Advanced NPS tools may provide additional features that help implement practical workflows to act on survey results. Reporting: Does your NPS software include analytics and reporting tools to help you interpret your survey results?

NPS 102

NPS Net Promoter Score Customer Satisfaction Customer Retention 102