Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Totango

FEBRUARY 14, 2022

Do you know your love language ? While Dr. Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and its customers. A customer gift doesn’t need to be expensive or even something tangible.

Social Media 87

Social Media Education Start-ups 87

Zendesk

JUNE 29, 2022

Your marketing strategy? Your contact form? Your sales.not quite up to par. This may feel like an issue unique to your company, but only 1 in 25 website visitors are ready to make a purchase. And it’s up to your sales team to take them the rest of the way. Paying customer. Alright, you’ve done it.

Social Media 98

Social Media Sales Start-ups CRM 98

Intercom, Inc.

OCTOBER 2, 2018

Over the past few years Intercom’s customer base has grown considerably beyond the startup and product-focused readership we initially focused on with Inside Intercom. Simultaneously, Intercom has introduced features for larger companies: our customer base now runs the full gamut from early stage startups to large established companies.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Customers That Stick

DECEMBER 22, 2014

The holiday season is upon us, and we’d like to express our appreciation and gratitude for your engagement with CTS this past year! We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email.

Social Media 99

Social Media Customer Service Customer Experience 99

Customer Service Life

APRIL 16, 2019

This article was originally published on the FCR blog on March 22, 2019. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. He still closed the chat with, “Thank you so much for contacting us. Click here to read the original. Would that be alright?”.

Social Media 97

Social Media Start-ups Customer Service Contact Center 97

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? This is a great channel for customer to share their thoughts and experience with your brand.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? These questions hold the key to elevating your product’s success. But how will you ask these questions from your users? Happy customers stay, and they bring in new ones.

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

Comm100

MARCH 13, 2023

This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. I think anyone who has a social media account can build a Comm100 Chatbot.” – Lachlan Todd, Communications & Systems Coordinator, Thompson Rivers University 2.

Education 78

Education Social Media AI Customer Service 78

Zendesk

JUNE 21, 2023

Sometimes, the best way to market your company is through the very people who use your products or services. There are several different types of brand advocates, all of which can positively impact your business. Brand advocacy boosts your brand awareness and helps your business reach a larger audience than it normally would.

Social Media 52

Social Media Net Promoter Score Education Construction 52

Return Customer

NOVEMBER 28, 2018

Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. But instead of waiting for problems to appear and then go about solving them, why not anticipate customer demands in advance?

Customer Service 124

Customer Service E-commerce Social Media Engineering 124

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

Customer Service 52

Customer Service Social Media Manufacturing Transportation 52

Zendesk

NOVEMBER 15, 2021

In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat their customers. What is customer trust?

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

Shep Hyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 81

Customer Service Social Media CX Start-ups 81

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. Customer Experience is not about where, it’s about how. There is no doubt that the contact center industry is poised for massive changes.

CX 140

CX Net Promoter Score NPS Contact Center 140

PeopleMetrics

OCTOBER 27, 2014

We’ve written about social media fails – remember Alton’s Comcast Disaster ? Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins. Read a blog you liked?

Social Media 102

Social Media Customer Experience Customer Retention Customer Relationship 102

Aquire

JULY 26, 2021

Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of. Instead, they can use customer service email templates to cut response times and provide consistent service. First, here’s some advice on how to write customer service emails. Do they have an issue or a question?

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. A survey found that 75% of Gen Z look to noncompany resources like Reddit or YouTube to solve their issues either all or most of the time, rather than contacting customer support.

Education 72

Education Social Media Technology Technology 72

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

Zonka Feedback

OCTOBER 1, 2022

However, if you keep on improving your product from time to time, you can make it to the leading position in the market. 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.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Aquire

DECEMBER 9, 2021

If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

ProProfs

MAY 30, 2019

Do you want to develop your marketing strategy to offer a customized experience? Do you want to improve brand loyalty by engaging your customers more often? Do you want to deal with customer grievances in a better way by educating them firsthand? So save all your moolah and thank us later for this Eureka moment.

Social Media 75

Social Media Start-ups Gaming Education 75

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. Liam Geraghty: Marilyn, thank you so much for being with us today. Short on time?

Start-ups 118

Start-ups Social Media Education Customer Service 118

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too.

Omnichannel 74

Omnichannel Social Media Start-ups Innovation 74

Intercom, Inc.

APRIL 29, 2021

We recently sat down with Joei to chat about her new series, how to work unexpected new formats into your content marketing strategy, and balancing creativity with lead generation. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now. Ideally, this wouldn’t be a conflict.

Innovation 118

Innovation B2B Start-ups Education 118

Comm100

SEPTEMBER 19, 2022

For organizations looking to improve their customer service and support operations, SMS is now becoming an essential channel alongside the likes of live chat, email and social media. SMS is the most convenient channel for your customers. SMS customer support is not intrusive.

Social Media 52

Social Media Customer Satisfaction CX Customer Service 52

Comm100

NOVEMBER 10, 2021

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Step 1 – What are your goals?

Customer Service 80

Customer Service Social Media Artificial Intelligence AI 80

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 52

AI Customer Experience Social Media Machine Learning 52

SurveySensum

NOVEMBER 22, 2023

Do you know that 88% of online customers don’t return to a website after a poor user experience? Through website feedback – a compass guiding you toward satisfied customers and higher profits. Website feedback is like having a direct conversation with your customers.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

Win the Customer

MARCH 7, 2016

Not so long ago, I was a complete rookie to the blogging world. I needed to select a hosting site to start my blogging adventure. After paying the fees, when I pressed “Publish” to put my blog online, an error page showed up on the screen. What happened next taught me a great lesson in Customer Experience.

Customer Experience 95

Customer Experience Social Media Contact Center Start-ups 95

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

TeamSupport

APRIL 27, 2021

It’s not just the tech industry that has felt its impact, but also pretty much any other industry thanks to the versatility that is so characteristic of AI. To better understand how exactly this tech influences your business, it’s worth looking at these five ways AI is changing B2B marketing. Personalize Your Marketing.

B2B 64

B2B Artificial Intelligence AI Social Media 64

SugarCRM

OCTOBER 17, 2023

Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. Generative AI helps marketers save significant time and resources for faster time-to-market while also assisting them in the creation of social media posts, blog articles, and email campaigns in record time.

AI 26

AI Predictive Analytics Legal Social Media 26

SugarCRM

MARCH 29, 2022

We have very exciting news for our customers using Sugar Professional and Sugar Enterprise. But, before we get into details, we’d like to offer our sincerest thanks for being loyal customers. release, expected to arrive in April, SugarCRM will convert all SugarCloud-hosted Professional and Enterprise customers to Sugar Sell.

CRM 49

CRM Social Media Sales Start-ups 49

Doing CX Right

OCTOBER 20, 2020

Who are your favorite companies, and what makes you brand loyal? Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. THREE WAYS TO DIFFERENTIATE YOUR BRAND . #1.

Gaming 69

Gaming VOE VOC Close the Loop 69