Inside Customer Service

AUGUST 19, 2021

The preventable returns were tools that worked perfectly well, but confused customers couldn't figure out how to use them. So it neglected to invest in customer success. Here's a definition of customer success, why it's important, and how you can use it to win and retain more business. What is customer success?

Retail 147

Retail Start-ups Customer Service Sales 147

Inside Customer Service

AUGUST 25, 2022

The best customer-focused mission statements share three characteristics : Simple and easy to understand. Focused on customers. It's hard for an entire organization to create a service culture if the CEO doesn't support it. That makes it necessary for customer-focused leaders to focus on controlling what they can control.

Innovation 170

Innovation Customer Service 170

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Recognize Hard Work. Everything goes downhill.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Intercom, Inc.

JANUARY 31, 2023

And Intercom’s area of focus – customer service – is among those most poised to benefit. It has also made it hard to tell what potential applications will ultimately be transformative, or merely end up being toys. As a manager, being able to instantly summarize a conversation between my team and the customer is amazing.

AI 188

AI Start-ups Technology Technology 188

Inside Customer Service

MAY 13, 2021

Irritated customers were at risk of leaving. It's hard to find and train qualified agents fast enough. 1 Stop showing agents the queue Most contact centers let agents know how many customers are waiting. Agents spend less time calmly upset customers when they're in a hurry. Each faced multiple risks and worries.

Contact Center 148

Contact Center Start-ups Entertainment Social Media 148

Zendesk

NOVEMBER 15, 2021

There’s no perfect approach to sales psychology. Sales tactics are ever-changing based on the market, your products, your company, and your customers. That said, most sales tactics fall into either a hard or soft sell category, and understanding the difference between those categories is crucial to your sales success.

Sales 98

Sales CRM Social Media B2B 98

Shep Hyken

MARCH 23, 2022

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. After all, isn’t that a big part of customer service? Some say, “Practice makes perfect,” but that isn’t necessarily the case here. They are a big part of why customers say, “I’ll be back!” .

Start-ups 112

Start-ups Customer Service 112

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. Read on to learn what our experts had to say about the most important steps call centers can take to address an increase in customer vulnerability. JourneyPure. Adrian Travis.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. It’s superior to even perfect processes or perfect technologies! Don’t just offer volunteer hours.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Zendesk

NOVEMBER 29, 2021

Square by ChargeDesk (Support) (Chat) (Sell) lets you instantly view every customer’s billing history next to support tickets, chat conversations, and Zendesk Sell information. You can enable access for your entire company, or select individual support agents to manage customer data. MobileForce CPQ. Geckoboard for Sell.

CXM 105

CXM Sports Contact Center B2B 105

Intercom

DECEMBER 19, 2023

Tech revolutions can sometimes be hard to notice at the very beginning, but the arrival of ChatGPT and generative AI over the past 12 months was not so much a tremor as an earthquake, transforming tech and reshaping entire industries. The winning combination for customer service ? Zara Burke , Principal Editor Bots ?

AI 96

AI Engineering Sports Customer Service 96

Shep Hyken

DECEMBER 14, 2022

People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. We talked about different customer service and experience topics, and he casually mentioned FOMU. I want to take the idea of FOMU to the customer service world. .

Customer Service 72

Customer Service 72

Steven Van Belleghem

MARCH 27, 2023

The reason why Glossier is so extremely successful is because of its die-hard customer first culture and that’s why I wanted tell you about them. Listen to your customers “What separates Glossier from traditional beauty brands is we are not in any way confused about who our customer is.”

CX 120

CX Social Media Customer Relationship Customer Feedback 120

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

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

DECEMBER 26, 2023

A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. If my internet never worked but the service was great, I would still cancel my plan.

Customer Service 52

Customer Service Customer Loyalty Sports Social Media 52

Aquire

AUGUST 5, 2021

No matter what type of company you are, you should be on the lookout for potential employees that contain essential customer service skills. These skills are necessary for every member of your customer service team in order to improve customer satisfaction. What’s the difference between soft skills and hard skills?

Customer Service 98

Customer Service Social Media Start-ups Finance 98

TeamSupport

AUGUST 17, 2022

The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them.

Customer Experience 98

Customer Experience B2B B2C Customer Loyalty 98

Win the Customer

OCTOBER 6, 2020

This is a perfect opportunity to spotlight an employee and their accomplishments. There are some super fun and modern ways to recognize your employees and their hard work. Sometimes, you notice an employee working especially hard to reach a goal. This merit-based incentive motivates employees to work hard to reach their goals.

Customer Service 76

Customer Service Social Media Technology Technology 76

Steven Van Belleghem

NOVEMBER 27, 2022

That goes for your customers, too. Yes, companies are facing hard times, but it is not up to your customers to care and forgive you for any suboptimal CX experience. A trend that really ties in with this top gun effect, is that the days that manipulation of customers was acceptable are coming to an end. Bright CX.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

ModSquad

DECEMBER 7, 2021

We thought we’d share some of Bob Ross’ quotes and examine how they can relate to those of us working in customer service, social media, moderation, and community management. “We That positivity will be evident to customers because it’s contagious. It’s hard to see things when you are too close. Take a step back and look.”

Social Media 98

Social Media Customer Service Customer Experience 98

Futurelab

DECEMBER 27, 2023

When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!” Personalization of the customer journey, the touchpoint and the relationship with the customer is something that comes completely naturally.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

CX 208

CX Start-ups Finance Engineering 208

Help Scout

AUGUST 3, 2021

No matter how well-designed or intuitive your product is, customers will have questions about how to use it. For those common questions with standard answers, it makes sense to have a resource customers can access on their own time without needing to contact support. What is FAQ software? Public articles are viewable by anyone.

Start-ups 96

Start-ups Customer Experience 96

SurveySensum

FEBRUARY 23, 2020

We all know that great customer experience (CX) can take our business to new heights, get people talking about our company, and set up our business for financial success. Poor customer experience, however, can do the opposite. Customer experience mistakes can cost our business quite a lot in lost revenue. And how to fix them!

Customer Experience 52

Customer Experience Omnichannel Customer Feedback Actionable Insights 52

Comm100

MARCH 30, 2021

Companies across industries slashed their budgets to accommodate the economic downturn, all while scrambling to meet new health guidelines and escalating customer demands. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more. What is omnichannel customer engagement?

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

Hodusoft

JANUARY 11, 2022

Selecting the most appropriate products and services can be a challenging task for small and large businesses, which can be accomplished only after years of hard work and concentration. This metric is particularly important when outbound contact centers are also concerned with sales and conversions and not just customer service.

Contact Center 119

Contact Center Compliance Sales Technology 119

MattsenKumar

AUGUST 9, 2021

Since the advent of the pandemic, we have worked hard on our operational strategies to keep serving our global clients without impacting service quality. This feature is the perfect recognition for our team’s hard work and relentless passion to serve our customers. Some excerpts from the interview.

52

52

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The original interactive voice response system (IVR) might be better known to customers as a phone menu. Almost everyone has used an IVR at some point.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Provide Support

SEPTEMBER 27, 2017

Key Personality Traits for A Perfect Service Rep. Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. What hard skills are absolutely necessary for the job? What soft skills are ‘must-have’ and desirable to have? Read more.

Customer Service 58

Customer Service 58

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Do: List your technical skills.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

Steven Van Belleghem

SEPTEMBER 6, 2020

To successfully implement a ‘partner in life’ strategy, you need to generate a continuous process of movement, consisting of three steps: Developing an excellent understanding of the needs and frustrations in the life of your customer. Use this understanding to describe in detail the customer’s life journey.

Manufacturing 98

Manufacturing E-commerce Retail Technology 98

Intercom, Inc.

APRIL 25, 2018

Think of it as the perfect front desk for your company. Using apps, you can create tailored experiences for leads and customers when they open the Messenger. They had to click “Start a conversation” to find this link to self-service – it was almost contradictory. These are iterative improvements to visual customization.

Start-ups 215

Start-ups Sales 215

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. Contact centers have been learning this the hard way over the last decade. Trend #2: Customer support is now a main revenue driver.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

Fonolo

APRIL 10, 2019

It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. Plus, so much more!

Contact Center 98

Contact Center CRM Gaming Customer Service 98