Zendesk

SEPTEMBER 6, 2022

Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). They’re drawn from the 2022 CX Accelerator report , which includes insights from nearly 5,000 customer service decision-makers around the world. But don’t do it. Key insights.

Customer Retention 98

Customer Retention CX Transformation CX Sales 98

Intercom, Inc.

JANUARY 12, 2022

At Intercom we obsess about our customers’ success. Collecting customer feedback is crucial to making smart product decisions, but it can be time-consuming for both our team and our customers. This might mean compromising on production speed, or on customer satisfaction if our users feel they’re being contacted too frequently.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

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

Fonolo

APRIL 12, 2022

An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Even if you find the right talent quickly, new hires aren’t enough to mitigate the cost of call center attrition. Talent sourcing, recruitment, onboarding, and training quickly add up.

Contact Center 95

Contact Center NPS Start-ups Technology 95

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . Cost savings.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Adeel is a Content Marketing Executive at GigWorker , a media outlet focused on the gig economy. If the environment is effective enough to make you creative, then you are in a great working environment. Adeel Shabir. adeelshabi. netomi_official. William Taylor.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Helpt

JUNE 21, 2023

The Importance of 24/7/365 Tech Support As our world becomes increasingly digitized and businesses operate round the clock, 24/7/365 tech support has become the new gold standard in customer service. It's no longer enough to offer support during 'business hours' because, in the digital world, business hours are every hour.

Customer Satisfaction 52

Customer Satisfaction Social Media Business Operations Customer Expectations 52

Execs In The Know

MAY 6, 2022

At the EITK event in Clearwater, Jen Johnson from Frontier highlighted the need to listen to the customers and those supporting them every day. She spoke about how Frontier improved NPS by 30 points as her team learned the common language of “speaking customer.”

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Helpt

NOVEMBER 7, 2023

Far more than a mere helpline, an adept technical support team is the embodiment of your commitment to customer success—acting as the diligent guardians navigating the complexities of the digital landscape alongside your users. Imagine a customer facing a technical snag—a situation where the need for assistance is immediate.

Customer Satisfaction 52

Customer Satisfaction Innovation Engineering Gaming 52

Execs In The Know

MARCH 4, 2022

As if the pandemic weren’t challenging enough already, many businesses are now also grappling a serious labor shortage on the seemingly endless road back to normal. To find and retain enough of them, businesses need to ensure that the job is satisfying and rewarding. Challenging Conditions. Agents Needed.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

SurveySensum

SEPTEMBER 4, 2023

While creating SaaS customer surveys, do you often wonder about the right time to launch these surveys? It’s because SaaS businesses like yours need happy and long-lasting customers. Asking the right questions at the right time helps you see if your customers are happy, if they have any problems, or if they want something new.

Customer Survey 52

Customer Survey NPS Customer Feedback Customer Retention 52

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. This shows that the customer is the king and businesses who take their customer service lightly might be at risk of losing customers which inevitably results in loss of business.

Business Growth 52

Business Growth Customer Satisfaction Net Promoter Score Text Analytics 52

C3Centricity

NOVEMBER 4, 2020

This is why UX design is vital to satisfying our customers’ demands and needs. Here are some thoughts about what is important to know when trying to meet our stay-at-home customers’ changing desires: FROM TEXT TO VOICE. Despite what digital marketers may have hoped, AI is not the solution to all our problems.

ML 71

ML AI Artificial Intelligence Customer Satisfaction 71

Customer Experience Matrix

SEPTEMBER 18, 2023

The need for unified customer data has now been so widely understood for so long that we just naturally assume that more companies will have developed it. That has been true since the survey began in 2017 through last year’s survey: both CDP deployment and presence of a unified customer database have increased steadily.

Technology 59

Technology Technology 59

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Fonolo

APRIL 12, 2022

An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Even if you find the right talent quickly, new hires aren’t enough to mitigate the cost of call center attrition. Talent sourcing, recruitment, onboarding, and training quickly add up.

Contact Center 67

Contact Center NPS Start-ups Technology 67

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. However, if that happens, I worry Customer Experience as a movement will die.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

SurveySensum

SEPTEMBER 29, 2023

They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. The inevitable outcome?

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

Callminer

MARCH 9, 2020

Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Reviews can also provide information on other essential aspects such as customer support, technical support, or third-party integrations.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? A high call abandonment rate may lead to customer churn, increased operational expenses, and low revenue. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Steven Van Belleghem

JANUARY 17, 2024

The expected results are clear: achieve greater customer loyalty and ensure that your customers also become your ambassadors. This is a double win: loyalty helps companies to retain its customers and the existing customers themselves become the main acquisition channel for new customers.

Customer Loyalty 44

Customer Loyalty Manufacturing Customer Relationship Start-ups 44

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Customer Feedback 83

Customer Feedback Sentiment Analysis Touchpoint Start-ups 83

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Helpt

AUGUST 25, 2023

Why pay some random person to handle my customers? Customer Retention: Poor customer experiences due to tech issues can lead to lost sales and declining customer loyalty, creating a long-term revenue drain. So what happens is, business leaders eventually need to trust others to handle their customer support tickets.

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52

SurveySensum

FEBRUARY 12, 2024

Well, a whopping 81% of fitness businesses face challenges in their first year, according to the International Health, Racquet & Sportsclub Association (IHRSA). Understand the changing trends in the market and make it a part of your fitness routine. Customization and Personalization. How do you make it happen?

Start-ups 52

Start-ups Net Promoter Score Customer Feedback 52

C3Centricity

OCTOBER 1, 2019

And customer satisfaction is becoming insufficient to drive growth alone. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. How do you treat your own customers, consumers and clients?

Customer Satisfaction 72

Customer Satisfaction CRM Transportation Innovation 72

Intercom, Inc.

MAY 25, 2022

In the midst of a harsh market sell-off, many tech organizations, even some which, up until a few months ago, had been raising new rounds or had runway to spare, have started to announce spending cuts, layoffs, hiring freezes, and slowdowns. Those customer interviews you did 6 months ago that informed the decisions you made for 2022?

Start-ups 138

Start-ups Sales Sports Government 138

Beyond Philosophy

FEBRUARY 15, 2021

is a behavioral scientist who received her doctorate in Behavioral Science and marketing at Harvard Business School. received her doctorate in marketing and behavioral science at Stanford University, taught at the University of Hawaii, and worked at Apple as a data scientist. We have the same problem in Customer Experience.

Finance 88

Finance Customer Satisfaction Start-ups Customer Experience 88

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. I would argue that 90 days isn’t long enough. We had to listen. But 300+ days must be.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Intercom, Inc.

MAY 13, 2020

“We’re seeing a big motion across all businesses on how an amazing customer service experience drives loyalty overall.”. That’s Tom Ronen, Head of Customer Success for monday.com , on a topic that’s been on many of our minds lately: retention. Reduce customer churn through delightful service and product education.

Education 129

Education Finance Customer Retention Sales 129

Execs In The Know

MARCH 25, 2022

Achieving business continuity — or ABC for short — can be challenging for customer support organizations. On top of that, self-service support methods only go so far and it’s challenging to ensure you have enough qualified contact center agents on deck to properly handle any unexpected surges.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products.

B2B 98

B2B Sales Gaming Education 98

CSAT.AI

DECEMBER 1, 2021

The 2021 holiday buying season is riddled with post-pandemic challenges including: Too few employees Angry/stressed customers Delays in shipping times Increases in costs like fuel, wages. Let’s look at the current crazy state of affairs for workers, customers and businesses. Are employees leaving because customers suck too?

Legal 70

Legal Retail AI Customer Satisfaction 70

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service E-commerce Social Media 52

Aquire

MAY 24, 2021

At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience. Redefining the airline customer experience. Why is customer service so important in airlines? Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105