Inside Customer Service

SEPTEMBER 16, 2021

"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived.

Start-ups 189

Start-ups Customer Service Customer Expectations Customer Experience 189

Fonolo

SEPTEMBER 16, 2021

As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Help Scout

SEPTEMBER 16, 2021

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.

Customer Service 97

Customer Service CX Customer Experience 97

Ameyo Callversations

SEPTEMBER 16, 2021

Businesses and organizations across the world are invariably thriving to enhance and increase their productivity while eliminating errors. But how? To do this, it is vital to introspect, analyze, and continuously improve the working methods. This could include structured workflows for predictable situations or protocols to respond to dynamic situations where a fixed and a prescribed process is impracticable.

Case Management 93

Case Management Education Contact Center 93

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Sprinklr

SEPTEMBER 16, 2021

How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation. You want to know what’s said about your brand, products, and competitors online, to gather insights and help mitigate any potential risks to your brand’s reputation. It’s important to understand the differences between the two and how to use both to build your brand monitoring strategy.

Social Listening 87

Social Listening Social Media CXM AI 87

CX Network

SEPTEMBER 16, 2021

Optimizing your digital presence with data, automation and design for the ultimate customer experience.

Voice of the Customer 86

Voice of the Customer Customer Experience 86

MattsenKumar

SEPTEMBER 16, 2021

MattsenKumar is a trusted BPO firm that has been backing businesses with a range of services such as call centers, back-office processes, and e-commerce outsourcing across the globe. The secret success recipe of MK involves a few yet compelling ingredients such as high-quality outsourcing capabilities, highly trained intellectual wealth, and strict data security measures.

E-commerce 52

E-commerce B2B Innovation Customer Retention 52

Zendesk

SEPTEMBER 16, 2021

Businesses of all sizes need to prioritize customer experience (CX), but it can be hard to know where to focus your efforts as we navigate uncertainty in a post-pandemic world. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. After interviewing CX leaders from all over the world, ESG identified four levels of CX maturity: Champions – Businesses with a boast-worthy, well-oiled CX operation.

CX 52

CX Customer Satisfaction Customer Experience 52

MattsenKumar

SEPTEMBER 16, 2021

MattsenKumar is a trusted BPO firm that has been backing businesses with a range of services such as call centers, back-office processes, and e-commerce outsourcing across the globe. The secret success recipe of MK involves a few yet compelling ingredients such as high-quality outsourcing capabilities, highly trained intellectual wealth, and strict data security measures.

E-commerce 52

E-commerce B2B Innovation Customer Retention 52

Zendesk

SEPTEMBER 16, 2021

Businesses of all sizes need to prioritize customer experience (CX), but it can be hard to know where to focus your efforts as we navigate uncertainty in a post-pandemic world. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. After interviewing CX leaders from all over the world, ESG identified four levels of CX maturity: Champions – Businesses with a boast-worthy, well-oiled CX operation.

CX 52

CX Customer Satisfaction Customer Experience 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

cxservice360

SEPTEMBER 16, 2021

Consumers are constantly evolving, and so are their needs and expectations. Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs. Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and. Read more. The post 8 Best Practices For A Successful Voice of The Customer (VoC) Program appeared first on CXService360 - Customer Service Articles, Stories and more.

Voice of the Customer 52

Voice of the Customer VOC Customer Service CX 52

The DiJulius Group

SEPTEMBER 16, 2021

Do you feel like your company has an obsessive customer service culture? Does your company provide the same level of customer experience each time? If it’s not, it’s an employee roulette. Now, here’s the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed. Read Full Article.

Customer Service 52

Customer Service Customer Experience 52

SugarCRM

SEPTEMBER 16, 2021

Given the facts that an average person changes jobs 12 times in their lifetime and that 91% of Millennials expect to change jobs every three years, and 86% of professionals in their 20’s are somewhat interested in changing their careers , it translates into a lot of opportunities for recruiters in the foreseeable future. For some, an internal transfer or a promotion may be considered a change, while others only consider it a job change if there is a jump to a new company.

Social Media 39

Social Media CRM 39

Qualtrics

SEPTEMBER 16, 2021

The Tulsa Health Department in Oklahoma has historically relied on phone calls and manual, paper-based processes to track and contain communicable diseases for its 650,000 county residents. But when COVID-19 hit, it became clear that the demands of the pandemic far outmatched the staff they had on hand. So Tulsa officials used the pandemic as an opportunity to implement new digital processes from Qualtrics.

Government 26

Government Technology Technology 26

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. The processes you have internally reflect on the experience you provide the customer. .

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88