PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. The best VoC programs use both.

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

Inside Customer Service

JANUARY 27, 2022

Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication. Her monotone voice sounded bored, perhaps even a little put-off by her customer's reasonable request. The solution?

Contact Center 148

Contact Center Legal Construction Start-ups 148

Execs In The Know

APRIL 13, 2023

Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. As eCommerce grows, so too does its vulnerability to friendly fraud.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Fonolo

MAY 30, 2023

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. Improved customer satisfaction and increased agent productivity.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. 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. What is Automation?

Customer Service 59

Customer Service B2B AI Innovation 59

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

B2B 94

B2B ML CRM Customer Relationship Management 94

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Help Scout

SEPTEMBER 22, 2021

This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Delivering high-quality online customer service day after day is skilled, challenging work. But most of the Help Scout blog is intended for many different audiences. Your work matters. You matter.

Customer Service 108

Customer Service 108

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. Question Type Whom to Send the Survey? We’ve all been there.

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

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. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

SurveySensum

AUGUST 16, 2023

According to Gartner’s research study, Effortless Experience Explained , 96% of customers who had a high-effort experience reported being disloyal, compared to only 9% of customers with a low-effort score. But that’s not it, they also leave negative feedback, influencing other potential customers. Customer Effort Score.

Construction 52

Construction Customer Satisfaction Actionable Insights Customer Feedback 52

TeamSupport

JULY 6, 2020

This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. All based on the types of tickets you typically receive. Has your Inbox has screamed, “Enough!”

B2B 104

B2B Start-ups Technology Technology 104

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. The bot is then able to draw from these resources when customers ask common questions.

Customer Service 81

Customer Service Machine Learning AI Social Media 81

CSAT.AI

SEPTEMBER 29, 2022

Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and monitor your revenue and costs of customer success. Customer Health Score (CHS). No, this isn’t about how many steps your customer is getting in daily or their fiber consumption (unless you’re a wellness brand).

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

Beyond Philosophy

AUGUST 25, 2019

People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast. For our discussion, we characterize relationships into two types, Relational and Transactional.

Customer Expectations 143

Customer Expectations Gambling Start-ups B2B 143

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Some types of personalized communication are already widespread. Continuous Onboarding.

Education 98

Education Technology Technology Customer Service 98

SurveySensum

OCTOBER 19, 2023

And even the customers started showing dissatisfaction. So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone. What is a Product Survey?

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 99

Net Promoter Score Customer Acquisition NPS Customer Journey Map 99

Hodusoft

JANUARY 18, 2022

This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products. Auto dialers of various types. There are three types of auto dialers: power, preview, progressive, and predictive. What is an autodialer? a voice modem .

E-commerce 105

E-commerce Hospitality Hospitality Education 105

Steven Van Belleghem

JUNE 6, 2023

Lead Companies with a successful customer centric culture – from Apple and Amazon to Starbucks and Glossier – stand out with these 2 things: they have a strong customer vision and leaders who show with their decisions and actions that they will always and forever put the customer first.

Construction 62

Construction Engineering Retail CX 62

CSAT.AI

SEPTEMBER 7, 2022

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. Why is it a big surprise when customers use abusive tactics to get what they want? Customers expectations are changing too. .

Customer Service 88

Customer Service Non-Profits Sentiment Analysis Social Media 88

Shep Hyken

MAY 10, 2022

How to Use TikTok for Marketing and Customer Service. They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Top Takeaways: Social Media is an opportunity for a brand to show the world that they are interested in resolving issues for their customer. Advertise on TikTok.

Social Media 85

Social Media B2B Customer Service Customer Experience 85

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

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. This is a guest post by Donna Fluss, the president of DMG Consulting LLC.

Artificial Intelligence 72

Artificial Intelligence Contact Center Machine Learning Technology 72

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey Map 113

Customer Journey Map Touchpoint Start-ups Social Media 113

Comm100

SEPTEMBER 7, 2022

SMS messaging has taken off among customer service and support teams too, and the reasons are straightforward. Customers find SMS support more convenient and faster than other communication channels, while organizations offering SMS customer support can engage with more customers and prospects. Increase engagement.

Customer Service 52

Customer Service Customer Feedback Start-ups CX 52

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. This includes managing contact lists, tracking customer attributes, difficulty setting up web surveys, tracking customer attributes, lack of advanced reporting, etc.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Totango

FEBRUARY 14, 2022

Acts of Service. 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. Quality Time.

Social Media 87

Social Media Education Start-ups 87

Logicalware

MARCH 14, 2022

If you want to connect with a customer support agent, press 2”. If you want to connect with a customer support agent, press 2”. This can be incredibly confusing and frustrating for customers, especially if they accidentally choose the wrong menu option and are routed to the wrong call queue. What is a voice bot?

Start-ups 96

Start-ups CRM Sales Technology 96

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. Types of call centers How does a call center work? The people who answer incoming calls or make outgoing calls are known as customer service representatives.

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

Zendesk

APRIL 18, 2022

Essentially, identifying and tracking lead sources using customer relationship management (CRM) software enables your sales team to better understand the buyer’s journey and provide personalized content to your leads. Of course, there are any number of ways a potential customer or client can discover you. Blog articles.

Social Media 98

Social Media CRM B2B B2C 98

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. 83% of customers expect immediate engage when contacting a company.

Customer Service 98

Customer Service Start-ups Government Customer Expectations 98

SurveySensum

DECEMBER 6, 2023

Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. With customer feedback ! What is a Customer Health Score?

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 102

Customer Retention CRM Customer Relationship Management Customer Loyalty 102

Fonolo

AUGUST 11, 2020

Managing customer perceptions and expectations is one of the most essential components of a successful customer service department. To do this, you need to understand what factors affect customer perceptions. To make things simpler, we’re going to focus on the following three types of influence: Personal experience.

Social Media 87

Social Media Sports Sales CX 87

SurveySensum

NOVEMBER 21, 2023

However, there are different types of website feedback forms. You should use NPS forms because They provide a quick and effective way to assess customer sentiment. Brand Example SurveySensum launches NPS surveys on its platform to gauge the loyalty of regular customers who use the tool frequently. Not just that.

NPS 52

NPS Customer Retention Customer Satisfaction Start-ups 52