Callminer

APRIL 27, 2021

The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.

Artificial Intelligence 182

Artificial Intelligence AI 182

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank.

Contact Center 128

Contact Center Omnichannel AI Technology 128

Help Scout

APRIL 27, 2021

For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?

Start-ups 118

Start-ups Engineering Customer Service Technology 118

Customer Think

APRIL 27, 2021

Customer centricity is one of the most in-vogue buzzwords. But more than that, it’s an ideology that more and more companies are gravitating towards in today’s world. It’s clear that investing in customer-centric frameworks and strategies is how you attract more customers and also retain existing ones. But, the bigger question remains – are companies […].

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Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter. My face was chapped, and my hands were raw as I checked in. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate.

Start-ups 118

Start-ups Gaming CRM Customer Loyalty 118

Customer Think

APRIL 27, 2021

Did you know: • 71% of consumers are willing to shop more often if AR is available over the e-commerce retail platform. • 40% of consumers are willing to pay extra for a product with customization available over AR. • 32% of consumers are already using AR while shopping. The above astonishing stats from Threekit […].

E-commerce 112

E-commerce Retail Technology Technology 112

The DiJulius Group

APRIL 27, 2021

Do you feel your company has an obsessive customer service culture? Is the customer experience your company delivers the same regardless of who on your team a client interacts with? There is one simple way to find out: call your company and ask whoever answers the phone if they can tell you what the weather. Read Full Article. The post One easy way to find out if you have a strong customer service culture appeared first on The DiJulius Group.

Customer Service 110

Customer Service Customer Experience 110

Experience Investigators

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

Steven Van Belleghem

APRIL 27, 2021

1. Think about partner Experience. There has been a lot of talk about employee experience being the backbone of customer experience lately. And I truly believe that happy employees beget happy customers. Grab is taking this approach one step further, by creating a fantastic and empowering partner experience with its drivers. This stands in sharp contrast with how other platform companies in the US treat their drivers or other local entrepreneurs.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Execs In The Know

APRIL 27, 2021

The best quality assurance programs are designed to keep customer service agents informed about the standards they should be striving to meet, the steps they can take to improve, and how they’re doing on an ongoing basis. For QA managers looking to rate their team’s performance and ensure their QA program is optimized to drive important customer experience KPIs like customer satisfaction (CSAT), Net Promoter Score (NPS), and more, we’re outlining the five most important questions you need to

Net Promoter Score 98

Net Promoter Score Contact Center Construction Customer Loyalty 98

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

Customer Think

APRIL 27, 2021

In order to experience each day in a joyful and productive way, we need to be organized. It’s unlikely we can show up as our best selves and have the capacity to serve others when feeling overwhelmed. While I have favorite apps and techniques, my methods are certainly not the only ways to stay organized. […].

Customer Experience 96

Customer Experience 96

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. A 25% difference in activation increased MRR by 9.3% more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention.

Start-ups 94

Start-ups B2B Customer Acquisition Customer Retention 94

Customer Think

APRIL 27, 2021

While the COVID-19 pandemic has certainly upended the way we work, it has also transformed the way companies engage with customers. In fact, according to the latest Broadridge CX and Communications Insights survey, over half (56%) of North American consumers believe the pandemic has fundamentally changed how they communicate and engage with businesses.

CX 92

CX Technology Technology Customer Experience 92

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. If you have a question you’d love Patto to answer, send it to editorial@helpscout.com. Balancing soft-skills with technical ability. Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product?

Customer Service 91

Customer Service Start-ups Sales Customer Experience 91

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

Customer Think

APRIL 27, 2021

image source [link] Article originally published on ECXO The Customer Journey is an important common ground between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience. By gaining a better understanding of these two frameworks we will see how together they are […].

Customer Experience 86

Customer Experience CX Customer Loyalty 86

Help Scout

APRIL 27, 2021

Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10! Our 10-year mission As a certified B-Corp, one of Help Scout’s most important goals is to be a force for good in protecting the natural world.

Non-Profits 81

Non-Profits Start-ups Customer Service 81

TeamSupport

APRIL 27, 2021

Artificial Intelligence has had a massive influence on everything related to business. It’s not just the tech industry that has felt its impact, but also pretty much any other industry thanks to the versatility that is so characteristic of AI. Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike.

B2B 64

B2B Artificial Intelligence AI Social Media 64

Customer Think

APRIL 27, 2021

Source: Adobe Stock Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same […].

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Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Intercom

APRIL 27, 2021

Whether you’re new in your role or a stalwart of customer support, it can sometimes feel like you’re on a treadmill of simple, repetitive tasks and queries. So how can you turn the tide and get back to providing meaningful support for your customers? Customer expectations are at an all-time high. They want a deeply personal customer experience every time they interact with a business – the kind that leverages automation and bots to fit in with a customer’s busy lifestyle, instead of treating the

Start-ups 59

Start-ups Customer Expectations Education Touchpoint 59

Help Scout

APRIL 27, 2021

Launched in January 2021, LanguaTalk is a marketplace platform for online language tutoring. It’s a fast-growing U.S. startup with students and tutors across the world, and it currently offers six languages, with plans to cover all major languages by the end of the year. We interviewed Alex Redfern, one of the founders, to find out how the company is using Help Scout to support its operations.

Start-ups 58

Start-ups 58

Customer Think

APRIL 27, 2021

Imagine talking to a bunch of car sales people. Imagine making the claim, “Selling cars is the same, regardless of the vehicle, they are all cars.” In the audience you have people selling Honda’s, Toyota’s, Nissan’s, Renault’s, Kia’s, Ford’s, Chevrolet’s, Jeep’s. Porsche’s, Ferrari’s, Rolls Royce’s, BMW’s, Mercedes’, McLaren’s, and Bugatti’s.

Sales 52

Sales Manufacturing 52

Help Scout

APRIL 27, 2021

“Our technology in isolation won’t protect the environment or address climate change — it’s only when put into the hands of our customers that we as a company are having the impact we strive for.” – Marshall Moutenot, Upstream Tech. When you’re a mission-oriented company providing solutions to the social or environmental problems that face our world, your product can only achieve impact when your customers are successful.

Machine Learning 45

Machine Learning AI Touchpoint Technology 45

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX

Customer Think

APRIL 27, 2021

Immersive technologies such as virtual reality (VR) and augmented reality (AR) have the potential to support businesses in building and maintaining strong customer relationships. Implementing immersive strategies will not only attract new customers but also build long term brand loyalty and great customer experiences (CX). Recent research from PwC confirms that CX is the key […].

CX 52

CX Customer Relationship Technology Technology 52

Help Scout

APRIL 27, 2021

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Social Media NPS 135

Help Scout

APRIL 27, 2021

If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work. Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model.

Customer Service 105

Customer Service Start-ups Omnichannel Social Media 105