Steven Van Belleghem

MARCH 1, 2023

Sewa This Indian society-driven business approach is deeply rooted into the concept of Sevā or Sewa – which means service – which is woven through the fabric of their culture. There are so many fantastic company cases of that in India. So their service is truly relevant for its customers.

Hospitality 98

Hospitality Hospitality CX Agriculture 98

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

Execs In The Know

JANUARY 17, 2024

In an era where consumers crave seamless online experiences, the demand for self-service solutions is higher than ever. The landscape is evolving, with customers seeking personalized recommendations , intuitive search capabilities, and intelligent chatbot interactions.

AI 52

AI Innovation Gaming Social Media 52

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Sprinklr

AUGUST 24, 2021

In case you are thinking, “But isn’t social selling… selling through social media?” In case you are thinking, “But isn’t social selling… selling through social media?” It’s time to redefine the process, the technology, and the medium while harnessing smart AI-driven technology to get a competitive edge.

Social Media 111

Social Media Social Listening CXM Compliance 111

Hodusoft

NOVEMBER 29, 2022

Call center automation software has indeed been a game-changer in the sphere of customer service. If you are someone struggling with your call center operations and quality of customer service, you must consider implementing call center automation software. The Five Most Compelling Reasons to Automate your Call Center.

Data Entry 52

Data Entry CRM Business Operations Compliance 52

VOZIQ

NOVEMBER 14, 2023

In the dynamic landscape of modern subscription business, customer-centric leaders face the imperative of not only retaining customers but also driving sustainable growth. They’re often faced with questions such as: How do we unveil and address churn drivers to improve customer loyalty and lifetime value?

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

Hodusoft

OCTOBER 28, 2022

ISPs and ITSPs can leverage multi-tenant IP PBX software to customize the solution for different tenants. Customization: The former solution allows a specified solution for a single tenant or office, while the latter allows customization of features for different tenants or multiple branches. Suppose, you own a two-storey house.

Compliance 52

Compliance Start-ups Omnichannel CRM 52

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. This efficiency contributes to an overall positive customer experience.

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

CommBox

AUGUST 9, 2023

“Sorry, our agents are currently unavailable” is an all-too-familiar message that no customer wants to hear. Unfortunately it is one that customers often encounter when trying to connect with a business outside of ‘regular’ business hours, such as on weekends or holidays.

Omnichannel 52

Omnichannel AI CRM Customer Satisfaction 52

Hodusoft

AUGUST 23, 2023

Choosing the Right Multi-Tenant IP PBX Software for Your MSP Business A managed services provider (MSP) is an information technology (IT) services firm that manages infrastructure as well as a range of functions and processes for clients. That gives them a competitive edge over their competitors.

CRM 52

CRM Technology Technology Customer Relationship Management 52

Ameyo Callversations

OCTOBER 27, 2021

Customer Relationship Management (CRM) software is considered to be the heart of every growing business. The decision-makers of most organizations have realized that customer relationships must evolve, considering that the technology, economy, and purchasing habits of the users have changed. billion in 2021 to $128.97 billion in 2028.

CRM 52

CRM Social Media Customer Relationship Management Sales 52

Hodusoft

FEBRUARY 22, 2024

What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs). Managed Service Providers (MSPs) have rapidly evolved as key players in the IT services industry.

Innovation 52

Innovation Technology Technology Gaming 52

Customer Service Life

JANUARY 7, 2021

They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers. In other cases, a macro is used to answer the customer’s question, but only addresses one of the many questions the customer asked.

Contact Center 92

Contact Center Social Media Customer Satisfaction Start-ups 92

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Implement the technology possible to listen to your customers in real-time.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s cost-free, delightful and memorable.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Ameyo Callversations

JANUARY 30, 2022

An omnichannel software empowers the agents to revert to customers from a single view, maintaining consistency in supporting customers across channels. Today, times have changed, and the way customers want to interact with brands has altered. Outline The Customer Journey. in one space.

Contact Center 52

Contact Center Omnichannel Social Media Touchpoint 52

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Create a culture of inclusion and service. That said, they’ve proven to be pretty good at it.

Innovation 87

Innovation Customer Experience Customer Service CX 87

Hodusoft

SEPTEMBER 20, 2023

But when callers dial your customer service number, only a small fraction of them get to speak with a live agent instantly. In worst cases, they may stop doing business altogether and switch to a competitor. What’s even more important is to ensure the calls reach the right departments and agents. Read on and thank us later.

Contact Center 52

Contact Center Omnichannel Start-ups Engineering 52

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management. Key components of customer success.

Education 65

Education Start-ups Engineering Customer Loyalty 65

Return Customer

APRIL 25, 2018

Companies are always looking for new ways to streamline their customer support department efforts. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. Live support chat tool provides amazing opportunities for your customer support agents.

Customer Service 94

Customer Service Social Media Engineering Sales 94

SugarCRM

OCTOBER 3, 2023

While this may work for some companies, it often results in a lack of personalized service and tailored solutions that cater to your unique needs. Investing in an all-in-one Customer Relationship Management (CRM) system is crucial for businesses in today’s competitive landscape.

CRM 26

CRM Start-ups Government Customer Relationship Management 26

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Hodusoft

DECEMBER 28, 2022

Businesses need a strong communication strategy to deliver seamless customer experiences. Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. The objective of call center management isn't bounded to just customer satisfaction.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

1 to 1

APRIL 28, 2022

Contact centers are often where customers directly interact with a brand, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good. What is the difference between a captive contact center and outsourcing?

Contact Center 26

Contact Center Retail CX AI 26

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Back to the Hierarchy. Stimulated. Exploratory.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. It’s based on data.

Net Promoter Score 49

Net Promoter Score NPS Customer Retention Start-ups 49

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

CX 148

CX Predictive Analytics Touchpoint Customer Experience 148

SugarCRM

OCTOBER 17, 2023

Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. This can lead to missed chances to gain a competitive edge or enter new markets, which can have long-term financial consequences. For Marketing, generative AI is the future. However, the opposite is often true.

AI 26

AI Predictive Analytics Legal Social Media 26

SugarCRM

NOVEMBER 23, 2020

In the fast-paced, ever-changing digital marketplace, businesses are always on the lookout for that key insight that will give them an edge, help them stay agile, and compete effectively. The quest continues for any idea that will make a profound difference in customer experiences and organizational alignment. What Is Time-Aware CX?

CX 29

CX CRM Artificial Intelligence Data Entry 29

ProProfs

DECEMBER 6, 2017

Instead of trying to stay one step ahead and not paying due attention to the client, an efficient salesperson is the one who listens carefully to the needs of the customers to build a ‘personal’ connect with them. In a competitive marketplace, online training is one of the easiest ways that can put a sales team on the cutting edge.

Sales 85

Sales Gaming Start-ups Technology 85

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64