Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. 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 your support team to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Heart of the Customer

MARCH 16, 2021

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs. Or do they? We’ve found that there’s […].

Non-Profits 167

Non-Profits Healthcare B2C Customer Relationship 167

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021. What is First Call Resolution (FCR) in Call Center Metrics?

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

Ameyo Callversations

MARCH 16, 2021

Cloud adoption for contact centers has been on the rise in the last few years. It was further accelerated by the COVID-19 pandemic when contact centers were forced to work remotely. However, the good news is that many businesses are looking at cloud-based contact centers as a long-term model due to their many benefits. “61% of businesses say that they’re planning on moving their contact center to the cloud.

Contact Center 98

Contact Center Social Media Compliance Actionable Insights 98

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Zendesk

MARCH 16, 2021

Customer experience (CX) has become the business strategy, and with good reason. 75% of customers will spend more to buy from an organization that treats them well, according to the 2021 Zendesk Customer Experience Trends Report. Those that don’t risk losing the half of customers that say they’ll walk away after one bad experience. But it’s not just an unhelpful support agent, a delayed order, or even a convoluted return process that has consumers looking elsewhere.

Government 75

Government CX Innovation Customer Experience 75

Astute

MARCH 16, 2021

Automated customer sentiment analysis is essential to understanding customers’ emotions. Voice of customer tools can identify key insights and drive quick action. The post How Customer Sentiment Analysis Improves the Customer Experience appeared first on Astute.

Sentiment Analysis 56

Sentiment Analysis Customer Experience 56

Chip Bell

MARCH 16, 2021

She was over-the-top friendly. Her eye hugs made you feel you were in the presence of a forever friend. As she rang up my purchase at the checkout counter of the well-known department store, she commented on my cowboy boots. “You’re either from Texas or you got a heap of cowboy in your blood,” she teased as she bagged my purchases. Then she added, “I put a discount coupon in your bag for lemonade.

Customer Retention 40

Customer Retention Customer Loyalty Customer Service Customer Experience 40

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey.

B2C 117

B2C B2B Customer Journey Map E-commerce 117

Customer Experience Matrix

MARCH 16, 2021

Our on-going tour of privacy systems has already included stops at BigID and Trust-Hub , which both build inventories of customer data. Apparently I’m drawn the topic, since I recently found myself looking at ActiveNav , which turns out to be yet another data inventory system. It’s different enough from the others to be worth a review of its own. So here goes.

Compliance 64

Compliance Government Start-ups 64

SugarCRM

MARCH 16, 2021

Lead generation is not only a top priority for marketers today but also a top challenge. According to recent data, over 61% of marketers today say they struggle with lead generation. To make things worse, only a small percentage of web visitors today say they are ready to make a purchase. However, the vast majority of organizations where marketing automation software is implemented and adopted within marketing departments experience increased lead ratios.

Entertainment 26

Entertainment Sales Social Media Start-ups 26

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