TeamSupport

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch.

Customer Service 59

Customer Service Omnichannel Customer Loyalty Customer Satisfaction 59

Customer Think

DECEMBER 7, 2021

Advanced case management capabilities will empower business users to become citizen developers and realize the true value of automation.

Case Management 52

Case Management 52

SugarCRM

OCTOBER 19, 2023

It combines automation, case management, knowledge base tools, and reporting capabilities to create a comprehensive platform for delivering exceptional customer support. To better manage cases and identify urgent situations, Paytime automatically assigns an urgency level to each new inquiry as soon as it reaches their service desks.

Customer Satisfaction 29

Customer Satisfaction CX CRM Case Management 29

Zendesk

JANUARY 31, 2021

This includes all the social messaging channels, messaging for your website and mobile apps, and powerful tools to build chatbots, automation, and case management workflows — all built on an open and flexible platform you can customize to your heart’s content. We call it Zendesk messaging. Automate with a human touch.

Customer Service 98

Customer Service Case Management Customer Expectations Customer Experience 98

SugarCRM

MAY 23, 2023

Case Management When customers get in touch with your company for an issue, a CRM must be able to open a case. Apart from opening cases, your support representatives must be able to effortlessly and quickly handle these cases. The data from such tools gives plenty of insights into your operations.

CRM 26

CRM Omnichannel Case Management Customer Satisfaction 26

Logicalware

SEPTEMBER 1, 2023

As part of the program, customers receive an evaluation of various crucial aspects, assessing products and features such as call flows, integrations, knowledgebase, call recording and archive, reporting and dashboards, Case Management, Digital Engagement and Smart Bots.

Customer Experience 52

Customer Experience CX Customer Expectations Case Management 52

PeopleMetrics

MARCH 1, 2017

Case Management Tools. Asking managers to take action on real-time customer feedback requires work on their end. Strong closed-loop feedback programs provide tools to help managers delegate follow-up actions and track the progress of open cases. Root Cause Tracking.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

Logicalware

SEPTEMBER 8, 2021

It is also integrated with our case management system, which automatically sets up a case. As a result, the support organisation can conclude the case just like that. “The contact centre is integrated with our CRM system so that we can view the CRM profile of the customer who is calling.

CRM 97

CRM Case Management Customer Experience Sales 97

PeopleMetrics

DECEMBER 5, 2017

These individuals are often called “case managers.” Case managers receive notifications to let them know a “case” or survey response has been submitted. The guest made his issues known by completing a survey, which generated a real-time alert for the case managers on the company’s loop closing team.

Close the Loop 117

Close the Loop CX Net Promoter Score Customer Experience Management 117

Myra Golden Media

MAY 7, 2019

If you’re a hospital case manager, and you’re telling a 71-year-old spouse that her husband needs to check in to rehab tomorrow, what questions might the wife have? In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ”

Hospitality 110

Hospitality Hospitality Transportation Customer Experience 110

Logicalware

MARCH 28, 2022

Puzzel’s SMS services are provided via our API, Puzzel SMS Gateway, and can be integrated into the Puzzel Contact Centre and Puzzel Case Management. This allows you to manage your SMS communications alongside all other channels. It is also simple to integrate into your cloud contact centre solution.

Customer Experience 98

Customer Experience Customer Service Customer Feedback Social Media 98

Logicalware

OCTOBER 3, 2023

Take Puzzel’s Case Management as an example. Implementing an AI-driven ticketing system in your contact centre can significantly enhance email handling productivity, freeing up valuable time for your agents.

Customer Experience 52

Customer Experience AI Sentiment Analysis Customer Loyalty 52

SugarCRM

OCTOBER 11, 2021

While many tools in the market provide case management and knowledge self-help portals, Sugar Serve provides those tools combined with a rich customer management platform. Sugar Serve is a component of the Sugar platform.

Net Promoter Score 45

Net Promoter Score VOC NPS CRM 45

Confirmit

FEBRUARY 16, 2018

Confirmit Go provides a rich experience to executives and front line case managers using their mobiles to quickly identify and manage customer challenges. Ultimately, mobile access to applications enables a more rapid response to customer feedback, and leads to improved business outcomes.

Voice of the Customer 40

Voice of the Customer CX Customer Feedback Case Management 40

Comm100

JANUARY 5, 2022

The platform offers built-integrations, case management workflows – all built on an open platform that is easy to customize. Zendesk Chat is part of the wider Zendesk customer service platform, “giving government organizations everything they need to deliver better customer experiences to the public.”

Government 96

Government CRM Customer Service Omnichannel 96

Intercom, Inc.

DECEMBER 10, 2020

Gainsight leverages its tech stack, which includes Gong to record interactions, together with a case management system and Intercom for communicating with customers across all channels. It starts by capturing the customer’s goals and desired outcomes, along with the history of their interactions with the company.

B2B 223

B2B Customer Experience Sales Touchpoint 223

Zendesk

OCTOBER 7, 2021

Services include individualized case management from clinical psychologists, social workers, youth workers, and a therapy dog, as well access to drug and alcohol treatment, mental health support, and a committed group of supportive friends, mentors, and workmates.

Customer Relationship 98

Customer Relationship Hospitality Hospitality Case Management 98

PeopleMetrics

AUGUST 22, 2022

Case Management. Asking managers to take action on real-time customer feedback adds new work to their days. A closed-loop feedback program will provide tools to help managers delegate follow-up actions and track the progress of open cases.

Customer Feedback 71

Customer Feedback CX Customer Experience Customer Satisfaction 71

Confirmit

DECEMBER 4, 2018

CRM Integrations and standard action workflows for case management are also available. We have multiple processes, templates, and workflows available, including dashboards for various roles in the organization, survey designs, and Text Analytics categorization models. Survey Designs. Data Inputs. Text Analysis. Dashboards.

B2B 40

B2B VOC Text Analytics CX 40

Logicalware

JUNE 7, 2022

& Child tickets in Puzzel Case Management?? New features and general improvements. This quarter, we’ve also made a number of improvements to the Puzzel Customer Service Platform. These include support for: Parent?& Multi-language articles in Puzzel Knowledgebase?? Softphone Ringtones in the Puzzel Agent Application??

Customer Service 52

Customer Service Customer Satisfaction CRM Case Management 52

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. So what is a healthy survey? It all begins with response rates.

VOC 61

VOC Double-Barreled Question CEM B2C 61

Zendesk

FEBRUARY 28, 2023

Loopy can easily integrate with Zendesk to capture the ticket ID and connect it to the case management tool–so you can relate the ticket with the agent effort score and feedback provided by the agent. in an organization. Sweephy (Support) is a data cleaning and preparing automated machine learning tool.

Predictive Analytics 52

Predictive Analytics ML AI Machine Learning 52

Zendesk

MAY 11, 2022

That’s nearly double the rates seen by customer-facing support teams at B2B and B2C companies. 68 percent of business leaders also recognized a direct link between employee service and business growth. the insights to understand trends and emerging issues in order to continually improve the employee experience.

CRM 98

CRM Customer Relationship B2C CX 98

SugarCRM

JANUARY 31, 2023

Intuitive Interface Sugar Sell’s easy-to-use and intuitive interface make case management a breeze. Sugar Sell features complex dashboards and graphics, offering sales execs a glimpse into individual or team performance.

CRM 26

CRM AI Predictive Analytics Customer Satisfaction 26

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest.

CX 64

CX CEM Hospitality Hospitality 64

DMG Consulting

AUGUST 14, 2017

Lastly, marketing will need access to the enterprise’s case management solution so they can track the actions taken on behalf of each customer. Additionally, marketing needs to set up goals and service levels for responding to social media posts, to ensure they are handled on a timely basis.

Social Media 59

Social Media Customer Service Contact Center Customer Service Sales 59

Ameyo Callversations

MARCH 1, 2022

Call center managers must focus on multiple metrics and strategic activities to ensure optimal functioning across domains. From data analytics to intelligent case management, there are several technological and talent-related challenges that managers need to solve daily. Conclusion.

Customer Satisfaction 52

Customer Satisfaction Contact Center Omnichannel AI 52

Execs In The Know

APRIL 23, 2021

An elevations case management system will bring concepts to fruition, and further motivate teammates to contribute ideas. In addition to employee surveys, companies should establish an employee elevations program. This allows employees to submit innovative ideas on an ongoing basis, whenever they come to mind.

CX 93

CX Innovation VOC Customer Experience 93

ClearAction

MARCH 24, 2017

This is more than a statistic: it is a pool of revenue at-risk, it is a group of customers we can characterize to help managers understand opportunities not only to win-back defections, but also how they may simplify or expand features and make other adjustments to better serve this group.

VOC 48

VOC CXM Customer Experience Voice of the Customer 48

Qualtrics

MAY 7, 2020

So the department got to work putting together a solution on the Qualtrics XM platform they then linked with their own case management system. Ballard knew the number of people who tested positive for COVID-19 would grow exponentially, and the nurses charged with calling high-risk contacts still had their normal jobs to do.

Case Management 49

Case Management Healthcare 49

Confirmit

OCTOBER 30, 2018

Hall touts the comprehensive Action Management technology as the most vital piece of the VoC program. With full alert capabilities, advanced case management and task-centered case processing, the Confirmit solution enables prioritization of open items and arms the team with the information needed to take corrective actions.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

ClearAction

NOVEMBER 18, 2017

Resolution Metrics: Metrics revolving around survey action alerts (case management) or first contact resolution may obscure the bigger picture about customers preferring hassle-free experiences. Showing how employees’ and teams’ work contributes to organizational roll-ups and trends is both enlightening and empowering.

Customer Experience 67

Customer Experience Customer Experience Management Case Management 67

PeopleMetrics

MAY 4, 2020

Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. This is where it becomes important to select the right VoC partner for your situation.

VOC 78

VOC Close the Loop CEM Customer Experience 78

ClearAction

AUGUST 3, 2015

Granted, everyone is doing case management, following up with low survey raters. An action hero is a "protagonist who primarily uses combat to achieve his goals in a story", according to tvtropes.com , a site that describes character types for fiction works. Yet action is sorely needed!

Customer Experience 80

Customer Experience Customer Experience Management Voice of the Customer Gaming 80

PeopleMetrics

JANUARY 29, 2014

We encourage our clients to include feedback from the VoC program in regular meetings between employees and managers. Using simple case management and closed-loop systems will ensure that action is taken and documented allowing managers and employees to track their progress. 4) Reap what you sow.

VOC 96

VOC Voice of the Customer Customer Experience Customer Feedback 96

Execs In The Know

MARCH 22, 2023

That’s a convenient excuse that’s no longer applicable, as we’ve secured record IT investment this year, and we will be deploying a new case management tool with embedded analytics, while also making upgrades to our telephony stack.

CX 52

CX Customer Experience Customer Satisfaction Contact Center 52

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Contact Center 561

Contact Center Customer Service Customer Satisfaction Start-ups 561