Inside Customer Service

FEBRUARY 18, 2021

They’re impatient and don’t take time to set a clear direction or carefully chart a course to get there. How going slow improves speed The desert canyon had no clear path. In 2014, I worked with Clio's then director of support, Catherine Hillier, to complete a customer service assessment. Read more here.)

Customer Satisfaction 283

Customer Satisfaction Start-ups Customer Service Customer Experience 283

Intercom, Inc.

MARCH 2, 2021

But when it comes to customer support, all of your great product knowledge and technical skills will go to waste if you’re answering the wrong question. Sometimes, the biggest challenge comes from the fact that the customer’s initial question isn’t always crystal clear, and we often don’t have the full picture right away.

Machine Learning 248

Machine Learning Start-ups 248

Zendesk

FEBRUARY 12, 2024

It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk. With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Intercom, Inc.

AUGUST 3, 2020

Giving their clients an easy way to get support – via Intercom’s Business Messenger – is a key part of their solution. The spike in applications has naturally led to an increase in support questions that their team is receiving. ” Support that feels personal and efficient.

Government 211

Government Non-Profits 211

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. More people today demand always-on support. And they want support to carry over from one to the other without any gaps. Read More.

Contact Center 189

Contact Center Customer Expectations Customer Service 189

TeamSupport

OCTOBER 4, 2022

A company's ability to provide an ideal B2B customer support experience is only capable of going as far as it can meet customer expectations. Businesses can set themselves up for long-term success by relying on the best B2B support software and adhering to these five strategies: Five customer service strategies to follow.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Intercom, Inc.

JULY 1, 2020

Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. What is proactive customer support?

Education 239

Education Sales Customer Retention Customer Loyalty 239

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Intercom, Inc.

DECEMBER 21, 2021

It has become clear that the trends that were first evident as the COVID-19 pandemic swept the world are here to stay. The Ultimate Customer Support Tech Stack for 2022. I’m in awe of any support team that has been able to keep their heads above water, never mind support and delight thousands of customers at internet scale.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Experience Investigators

MARCH 5, 2024

Even seemingly back-end roles like product development and IT are integral in supporting customer-facing employees and building the systems your customers use. This clear purpose to support customers helps people feel more connected to their jobs and instills a deeper sense of pride in what they do. Incorporate CX in onboarding.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

TeamSupport

APRIL 24, 2024

Businesses today cannot afford to lag in response times or fumble with clunky support processes. Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency.

Gaming 52

Gaming Customer Loyalty Customer Satisfaction Customer Service 52

Intercom, Inc.

OCTOBER 7, 2020

In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. There is no escaping the fact that supporting your customers costs money. COGS and the real costs of customer support. Support team costs (including personnel).

Manufacturing 196

Manufacturing Customer Retention Sales Engineering 196

Lumoa

JANUARY 8, 2024

This isn’t just data; it’s an immediate, clear-cut view of customer reception. This feature automatically detects and analyzes these languages, making global customer support and feedback analysis a breeze. Language Support: Does it offer multilingual support to process diverse data sources? Their customers?

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. This data can reveal common customer issues, preferences, and trends.

AI 90

AI Customer Service Sales Customer Satisfaction 90

Intercom, Inc.

MAY 18, 2021

So we wanted to learn more about these tectonic shifts in the support world so that we could share them with you, our customers, and our readers. They found that: Messenger-based support is now the second most used support channel. They found that: Messenger-based support is now the second most used support channel.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

TeamSupport

MAY 1, 2024

In the ever-evolving landscape of customer service software, TeamSupport stands out with its dedicated focus on enriching customer support. Customer Support: Focusing on TeamSupport's Core Features A. It differs from other platforms by emphasizing a holistic approach to each customer interaction.

Sentiment Analysis 40

Sentiment Analysis Customer Satisfaction Customer Relationship Omnichannel 40

Totango

AUGUST 5, 2021

Communication technology may create additional problems if customers reach out for support through tools such as email and chatbots only to meet frustration with slow responses or the inability to connect with human help. Providing clear, concise solutions. Provide Clear, Concise Solutions. Miscommunications.

Technology 118

Technology Technology Start-ups Customer Experience 118

Totango

APRIL 4, 2024

While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify customer relationships driving long-term, sustainable revenue. Taking this approach further, Kristin stressed the importance of establishing clear goals and outcomes for each team.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Intercom, Inc.

JUNE 16, 2020

At the forefront of this move, from what businesses want to what customers need, are support teams. Support teams turn company promises to their customers into experiences that drive long-term loyalty. Let’s be clear: the notion that companies should put customers first is nothing new. Offer a great product – and great support.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. Strategy consulting firm Paradigm recently published a guide for managers on how to support Black employees , especially during this time. Near-term issues of cash management for liquidity and solvency are clearly paramount.

B2B 197

B2B E-commerce Legal Customer Retention 197

Lumoa

FEBRUARY 14, 2024

Against this shifting backdrop, your business needs a clear and consistent CX strategy to hold on to. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. Make their importance to your business clear by acknowledging their contributions to your success.

Customer Experience 83

Customer Experience ML Social Media CX 83

Helpt

FEBRUARY 27, 2024

This includes clear and concise communication within the team and strong interpersonal skills when dealing with clients. It requires active listening, clear communication, and the ability to build trust and rapport. Effective leaders set clear goals, motivate their team, and make strategic decisions that benefit the organization.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Zendesk

MARCH 7, 2024

Quality assurance In the scope of WFO, customer service quality assurance (QA) focuses on reviewing conversations to improve your support team’s performance and increase customer satisfaction. Additionally, WFO fosters clear communication and opportunities for performance feedback.

AI 52

AI Customer Satisfaction CX Construction 52

Fonolo

AUGUST 19, 2021

And, those stats are even higher for customer support representatives, including call center agents. Lack of support and feedback from management. However, that doesn’t mean your agents are always prepared and supported when they deal with customers. But, you can’t slack on setting clear and realistic goals for your agents.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Intercom, Inc.

OCTOBER 21, 2020

This applies not only to conversations a customer may have with your sales or support teams, but even when they’re not talking to you at all – such as when they’re on your help center , searching for answers. Pro tip: Pay close attention to the friendly, empathetic attitude your support team uses and work this into your help content.

Start-ups 211

Start-ups Sales Customer Experience 211

Fonolo

DECEMBER 8, 2020

But it wasn’t until 2020 that its true role became clear. The long lines and endless hold times showed contact center managers that they needed to find better, more efficient ways to deliver customer support — fully opened executives’ eyes to finding a solution. And — it’s not quite what you’d expect.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Intercom

MARCH 7, 2024

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale.

AI 59

AI Customer Service Engineering Voice of the Customer 59

Intercom

MARCH 14, 2023

” It was just so clear that it was better at understanding natural language than anything we’d seen before. It’s called Fin, and we believe it has the capacity to become a valuable partner to your support team. In those situations, it can pass harder questions to human support teams seamlessly.

AI 126

AI Machine Learning Technology Technology 126

CSAT.AI

APRIL 26, 2023

Engaging a BPO that specializes in customer care and support could be the very answer a company in your situation needs. Engaging a BPO that specializes in customer care and support could be the very answer a company in your situation needs. Be clear on budget limitations and costs at the outset too. trillion globally.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

TeamSupport

OCTOBER 27, 2022

Providing honest, good customer service is a low-bar to clear – or so it seems. Like the Fosbury, good customer support can get complicated fast despite stemming from a simple core tenet of customer-centricity. We’ve said it before but it bears reiterating, customer support is not a cost center. The Fosbury Flop.

Customer Service 98

Customer Service Customer Retention Start-ups Sales 98

TeamSupport

APRIL 23, 2024

When it comes to support, every second counts. The constant barrage of support tickets can often feel like a relentless wave, threatening to overwhelm even the most seasoned support teams. Liberation from Repetitive Tasks The battleground of software support is strewn with the shackles of repetitive tasks. The result?

Actionable Insights 40

Actionable Insights Innovation Customer Satisfaction Customer Expectations 40

Lightico

MARCH 19, 2024

This includes ensuring clear guidelines for commission structures, robust oversight of sales practices, and regular training for sales personnel on responsible lending practices. Banks should proactively reach out to customers who may have been affected by mis-selling and offer clear avenues for redress.

Finance 52

Finance Compliance Data Entry AI 52

Totango

SEPTEMBER 6, 2022

We’ll start by examining the question of what a QBR is so that you have a clear understanding of this valuable tool. QBRs don’t focus on customer technical support issues, although they may touch on technical issues as these impact customer outcomes. End with a clear action plan looking forward to your next steps.

Technology 105

Technology Technology Customer Retention Customer Satisfaction 105

Zendesk

MARCH 18, 2024

By providing clear data that the team can use to make educated decisions on how to optimize processes. WFM lets the team understand where we need extra support or training The expectation here can vary depending on what goals the managers are pushing towards. It can be very easy to update to reflect the proper efficiency metrics.

Scorecard 52

Scorecard Start-ups Education CX 52

Fonolo

NOVEMBER 8, 2022

This is an engaging and transparent way to handle issues from your users and should allow them to view the status of their open support tickets. Make sure the information is clear and easy to find for your digital users — otherwise, you may find yourself dealing with confused and concerned callers! Use Call-Back Technology.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Totango

FEBRUARY 23, 2024

Having a well-designed plan for those first few months can help to establish clear priorities, align your team, and make meaningful progress toward strategic goals. Then, be intentional and clear with your peers and team about your expectations and strategy for the first few months. “My It’s so easy for us leaders to focus on our team.

Start-ups 97

Start-ups Business Growth Sales 97