VOZIQ

MARCH 15, 2022

In such a demanding market, customer service will be a key differentiator. Businesses looking to adjust to the new normal and outdo the competition will have to meet with the changed customer expectations to stay ahead continuously. Proactive retention is an opportunity for value enhancement.

Customer Retention 40

Customer Retention Education AI Customer Relationship 40

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention. Integrate this information into expanded customer profiles. • We’re always open to new book recommendations.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention. Integrate this information into expanded customer profiles. • We’re always open to new book recommendations.

Customer Service 40

Customer Service Entertainment B2C CRM 40

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Chatbots can help businesses save up to 30% on their customer service.

AI 96

AI Customer Service B2C Real Estate 96

Shep Hyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Invoicing 115

Invoicing Education Customer Retention Start-ups 115

SurveySensum

APRIL 28, 2023

Did you know exceptional customer service is key to retaining customers? Studies show that 93% of customers are more likely to repurchase from companies that offer excellent customer service. Therefore, it is essential to prioritize your customers and deliver exceptional customer service.

NPS 52

NPS Customer Loyalty Customer Service Net Promoter Score 52

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

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.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52

Intercom

AUGUST 23, 2022

Customer retention has never been more critical to business success than it is today. That’s why companies should look to support – and retain – the customers they have. Shifting focus to customer retention can actually be twice as powerful as customer acquisition.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. A House on Fire, a House Restored.

Customer Service 104

Customer Service Contact Center Education Customer Retention 104

CSAT.AI

DECEMBER 19, 2018

Still, the customer service gig is rising. In industries like customer service support where the education level tends to be lower, some companies take advantage of this kind of relationship. This can result in long term negative impact in the quality of service and customer retention.

Customer Service 52

Customer Service Sentiment Analysis Education Customer Retention 52

Fonolo

APRIL 18, 2019

Yet, according to the Harvard Business Review (HBR) , “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function?

Contact Center 59

Contact Center Customer Service Technology Technology 59

Intercom

AUGUST 16, 2022

Supporting your customers in the context of what they are doing, in their moment of need, is the fresh approach that businesses require for modernized customer service. What does it mean to support customers in context? Why is providing support in context the future of customer service?

Customer Service 59

Customer Service Customer Expectations Start-ups Touchpoint 59

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth. What Is Customer Support Enablement?

B2B 83

B2B Net Promoter Score Education Social Media 83

MattsenKumar

JUNE 11, 2021

Customer service is a dominant component of a business; it directly affects revenue, brand reputation, customer lifetime value, and future growth prospects. With the changing trends and evolving customer expectation, offering relevant customer service is a prevalent challenge.

Customer Service 52

Customer Service Contact Center E-commerce Net Promoter Score 52

Zendesk

JUNE 5, 2023

88% of CX leaders in Healthcare say personalization increases customer retention Zendesk CX Trends Report 2023 That’s why Zendesk’s support of HIPAA-regulated customers is so valuable–it allows these providers to create the same experiences patients are used to having with their favorite brands.

Healthcare 91

Healthcare Compliance CX Education 91

ClientSuccess

FEBRUARY 22, 2023

Customer success managers work with customers to identify and help them achieve their goals. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

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

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

SugarCRM

MAY 28, 2024

You need the right tools and data sets to work with to accelerate growth through your customers. Let’s dive into everything you need to know about how cross-departmental collaboration to boost your customer retention rates. This involves continuous engagement, personalized experiences, and excellent customer service.

Technology 26

Technology Technology Sales CRM 26

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom, Inc.

JULY 26, 2022

They focus on building long-term relationships with the customer, gaining an intimate knowledge of their targets and priorities, and advising on how a given product or service can provide the most value to their business. Onboarding customers and educating them on the best ways to use your product or service.

B2B 129

B2B B2C Education Customer Retention 129

Aquire

DECEMBER 9, 2021

The higher your churn rate, the more customers you lose. The lower your churn rate, on the other hand, the more customers you keep on your books. Your churn rate is also diametrically opposed to your customer retention rate. So, if you have a retention rate of 75 percent, you’ll have a churn rate of 25 percent.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Every customer-focused business strives to follow the Golden Rule: “Do unto others as you would have them do unto you.”

Touchpoint 80

Touchpoint Education Customer Retention Customer Loyalty 80

TeamSupport

MAY 3, 2023

Improves customer retention and acquisition. Customers remain loyal to companies that are consistent and offer quality customer service. Reduces cost of customer support. 29% of support tickets are of medium complexity , meaning the customer can solve the problem when directed to appropriate education.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Customer Retention 98

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. Rosalyn Curato is Chief Customer Officer at Allovue.

Education 59

Education Finance Customer Retention Start-ups 59

Fonolo

APRIL 23, 2019

ICMI, The International Customer Management Institute, is the authority on contact center excellence, and produces this annual, stellar event geared at educating, motivating, and providing a solution-packed expo for professionals looking to stay on top of their customer service game. Shai Berger, CEO at Fonolo.

Contact Center 57

Contact Center Education Gaming Customer Retention 57

Fonolo

APRIL 11, 2019

How to Reduce Contact Center Costs AND Improve Customer Service. We talk about: How you can save 40% on customer service costs. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.

Contact Center 87

Contact Center Education Business Consulting Technology 87

Totango

JULY 15, 2021

They are tasked with aligning all revenue-related tasks, such as pricing, sales, customer support, marketing and revenue management. A CCO is focused on the customer: customer retention, customer service, and building customer relationships. What is the Salary Range for a Chief Customer Officer?

Start-ups 124

Start-ups Customer Relationship Education Customer Retention 124

Fonolo

APRIL 9, 2019

Certain commentators in the customer service space have been predicting the death of the call center. In fact, as we’ve argued before, phone calls are still essential to the success of customer service. How to Reduce Contact Center Costs AND Improve Customer Service. VPs & Directors of Customer Service.

Contact Center 122

Contact Center CRM Customer Relationship Management Customer Service 122

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. Why should any of these efficiency efforts ignore what customers value?

CX 62

CX Non-Profits Data Mining Start-ups 62

Comm100

FEBRUARY 6, 2023

This involves including customers in your plans, constantly engaging them on social media, telling your brand stories, and offering education. For example, you can teach your customers how to save or build a good credit mix that matches what 90% of lenders in the market use to make credit decisions. First, customers want it.

Customer Experience 82

Customer Experience Omnichannel Social Media Touchpoint 82

Zendesk

FEBRUARY 28, 2023

They help: Your customers discover and engage with your business Anticipate known problems before customers reach out Provide a personalized experience How do Proactive Messages work? For example, you can influence customers by offering them a discount code when they’re on a certain page.

Sales 52

Sales Education Customer Retention AI 52

Zendesk

NOVEMBER 28, 2023

This includes answering common customer concerns while also ensuring customers completely understand the product for maximum adoption and customer retention. In this guide, we’ll touch on the basics of SaaS customer support and the steps you can take to implement a successful support ecosystem.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Experience Investigators

FEBRUARY 1, 2022

It’s fairly common that as employees rise up in the organization, they get farther and farther away from the customer. They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136