cxservice360

NOVEMBER 26, 2021

The best way to pick a sound knowledge management system is to check how well you can customize, shape, and implement it in your organization. The main benefits of knowledge management are that such systems allow employees to share best practices, training materials, Read more.

Customer Service 52

Customer Service 52

Knowmax

MAY 4, 2022

The post 5 Ways How Customer Support Challenges Can Be Resolved With Knowledge Management appeared first on Knowmax.

Customer Service 52

Customer Service 52

TeamSupport

JUNE 7, 2019

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise. Fortunately, B2B customer support software exists to help! Probably not.

B2B 74

B2B Start-ups Technology Technology 74

Help Scout

AUGUST 22, 2023

You’ve just landed a new role as a support manager. Congratulations! Here are all the strategies you’ll need to succeed in your new role. Read the full article

40

40

Knowmax

JULY 20, 2021

Knowledge base for customer support – How to create & manage effectively.

Customer Service 52

Customer Service 52

TeamSupport

AUGUST 16, 2019

One industry that hasn’t typically been at the forefront of the data revolution is customer support. However, with many businesses now realizing that support isn’t always a cost center (and can sometimes even pay for itself) the demand for actionable data has been on the rise.

Sentiment Analysis 63

Sentiment Analysis Artificial Intelligence Business Growth Technology 63

Help Scout

DECEMBER 7, 2023

For customer service workers, AI and the way companies implement it can be scary. Here is an honest discussion about AI anxiety in support and some tips on how to feel more comfortable in the face of change. Read the full article

AI 44

AI Customer Service 44

Help Scout

NOVEMBER 7, 2018

Email management only gets more complicated when your job is to help people every day. For customer support professionals, email management software is no longer optional — it’s essential for an efficient workflow. Here’s our guide to improving your day-to-day by shifting to the best email management software.

Customer Feedback 40

Customer Feedback Customer Experience 40

TeamSupport

JULY 19, 2019

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed. However, the tiered support model is dead.

Technology 45

Technology Technology Customer Relationship 45

Inside Customer Service

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work.

Customer Service 228

Customer Service Start-ups 228

Futurelab

DECEMBER 27, 2023

Customer data has transitioned from a scarce commodity to an overwhelming flood of information. And the need for faster customer action is growing as well. Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.”

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Zendesk

FEBRUARY 12, 2024

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

TeamSupport

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. Openly discuss solutions.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement.

AI 138

AI CX Business Growth Innovation 138

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere.

Start-ups 210

Start-ups Customer Retention 210

Intercom

MAY 1, 2024

The impact of AI on customer service is the latest example of new tech leading to rapid change – support roles and career paths are being completely reshaped. AI has opened up new opportunities for customer service teams to enhance efficiency and productivity, as well as create fast, high-quality customer experiences.

AI 52

AI Customer Service Technology Technology 52

TeamSupport

MAY 15, 2024

Enhancing the efficiency of support teams is not just a necessity but a mandatory strategy for businesses aiming to thrive. It's all about optimizing the customer experience and ensuring that interactions are as seamless as possible. This is where a stellar support ticket system becomes indispensable.

Social Media 52

Social Media Engineering Customer Loyalty Customer Satisfaction 52

TeamSupport

APRIL 24, 2024

Businesses today cannot afford to lag in response times or fumble with clunky support processes. That's where the magic of simplified ticket management comes into play. A Revolution in Support Ticket Systems At the heart of any successful business lies a satisfied customer. TeamSupport takes this principle to heart.

Gaming 52

Gaming Customer Loyalty Customer Satisfaction Customer Service 52

Intercom

MAY 14, 2024

We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders? What feedback are we getting from customers about the new feature?” “Hey, Hey, can you tell customers X instead of Y?” Feeling exhausted.

AI 52

AI Start-ups Touchpoint Sales 52

MattsenKumar

MAY 7, 2024

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

Intercom, Inc.

NOVEMBER 18, 2020

Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. Today, support teams are navigating an increasingly demanding support landscape. Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. Systems & Operations Manager. We love data-driven insights,” he says. “We

NPS 107

NPS Gaming Business Operations Technology 107

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Business Operations 110

Business Operations Customer Satisfaction Sales Customer Service 110

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

B2B 111

B2B AI CX Customer Service 111

Intercom

MAY 16, 2024

It’s no secret that AI is creating an entirely new way of working for customer service teams. When it comes to AI adoption, there isn’t a one-size-fits-all approach, but there are some steps and core practices that teams can follow to help make the transition more manageable. The good news is that it doesn’t have to.

AI 52

AI Customer Service Start-ups Technology 52

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Bill Quiseng

DECEMBER 6, 2023

Ultimately, your employees will exceed customer expectations. Whether it is through recognition programs or your visible management, your employees must sense and believe in your conviction that they are your competitive edge – the reason why customers will return to your business. Then, you will be first among your competitors.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Top 7 Call Center Management Courses.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Business Growth 113

Business Growth Innovation AI Start-ups 113

TeamSupport

APRIL 3, 2024

In today's fiercely competitive business environment, the increasing emphasis on customer experience is a universal truth. This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial. This allows them the opportunity to independently discover solutions.

Omnichannel 52

Omnichannel Social Media Customer Relationship Management CRM 52

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

CX 105

CX B2B Compliance Sales 105

Intercom

APRIL 18, 2024

Last week, we announced our latest breakthrough innovation: Fin AI Copilot , a personal AI assistant for every support agent. It represents a huge leap forward in the customer service space and will completely change the way support teams work. But what does that change look like in practice? Fin AI Copilot changes all of that.

AI 52

AI Start-ups Innovation Customer Service 52

Fonolo

FEBRUARY 14, 2023

By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. Improve customer satisfaction With the right automation tools in place, improved customer satisfaction is sure to follow.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97