Inside Customer Service

APRIL 15, 2021

To my surprise, a friendly employee quickly answered my technical support call. The technical support rep sensed that I was anxious about the webinar. Customer service managers tell me empathy is the top skill they hire for. My own Customer Service Tip of the Week email goes out to thousands of subscribers, including me.

Legal 250

Legal Customer Service 250

Win the Customer

MARCH 22, 2021

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. Accounting Software.

Technology 188

Technology Technology Finance Start-ups 188

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Fortunately, email automation can reduce your workload significantly. Sincerely, [CS Manager Name].

Start-ups 112

Start-ups Sales Customer Satisfaction Customer Feedback 112

Totango

AUGUST 16, 2022

Here’s our guide to today’s best customer retention management software. Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer Retention 102

Customer Retention CRM Customer Relationship Management Customer Loyalty 102

Help Scout

JULY 8, 2021

Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests. This is the point where most companies start looking for solutions to help them organize their support efforts. help@ or support@ ). Customer support is no exception — and for good reason.

Outlook 113

Outlook Start-ups Customer Service Customer Expectations 113

Inside Customer Service

AUGUST 25, 2022

This goes for how executives set strategy, how managers execute tactics, and how individual contributors perform their daily work. It's hard for an entire organization to create a service culture if the CEO doesn't support it. Here are just a few things I've heard: "It doesn't talk about accounting." Email Address.

Innovation 170

Innovation Customer Service 170

Myra Golden Media

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. Be supportive. Support can also come in the form of a practical knowledge base.

Customer Service 127

Customer Service Contact Center Gaming Technology 127

Inside Customer Service

JULY 1, 2021

5 Hold people accountable Follow-up with employees to make sure they are on the right path. The customer-focused CEO was big on accountability. Employees didn't hesitate to go to the CEO for help because they knew he was supportive. He'd fire off an email asking an employee to do something and then forget he sent it.

Customer Service 209

Customer Service Contact Center 209

Lumoa

NOVEMBER 3, 2022

Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls? and we can migrate your old account to a new one. and we can migrate your old account to a new one.

Close the Loop 83

Close the Loop Start-ups AI Customer Feedback 83

Inside Customer Service

MAY 12, 2022

They are constantly looking for ways to act in service to their customers, whether they work with customers directly or support other employees who do. Managers don't need to spend all their time telling employees what to do or how to do it. Email Address. Please confirm your email address. privacy info. Almost finished!

Customer Retention 148

Customer Retention Start-ups Customer Service 148

Fonolo

SEPTEMBER 30, 2021

Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. TIP: Automate repetitive tasks so agents can spend more time supporting your customers.

Technology 136

Technology Technology 136

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Intercom, Inc.

JUNE 9, 2021

It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! . Instead, they received a last-minute email from us asking if we could drop off their laptop over the weekend, and whether they had stable internet access. Support elements . We were going remote. .

Gaming 253

Gaming Engineering Start-ups Sales 253

Zendesk

FEBRUARY 29, 2024

Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. App Authorizations (Support) App Authorizations helps you review app authorizations and revoke them if no longer needed.

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

Zendesk

JUNE 17, 2022

A customer might love your product or service, but the real test comes when they reach out to your support team. By prioritizing high-touch customer service, you and your support agents will be well-positioned to build and retain meaningful customer relationships. High-touch support vs. low-touch support.

Customer Service 98

Customer Service Start-ups Gaming CRM 98

Totango

MAY 31, 2022

Totango’s Presentation Builder tool uses a visual approach to presenting and sharing customer outcomes and goals collected from account data in Totango. With the Presentation Builder, you can: Generate a presentation directly from a customer’s account profile and store it in their account assets in Totango.

86

86

Kerry Bodine

JANUARY 30, 2021

This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. His inbox is being monitored while your account is transitioned to a new dedicated specialist. That might be an account manager, customer success manager — or, as in my case, a payroll specialist.

B2B 90

B2B Customer Experience Healthcare CRM 90

Hodusoft

JANUARY 17, 2024

To put it simply, it brings together voice calls, video calls, live chat, web chat, instant messaging, email, social media, and more. By doing so, it enables agents to manage and handle customer communication across various platforms. Some may prefer sending emails, text messages, and instant messages.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. In the support organization, Jean-Bernard is one of the senior managers overseeing HubSpot’s North and Latin American support efforts.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

SurveySensum

NOVEMBER 23, 2023

Survey Volume You need to make sure that the software you choose can manage the volume of surveys you intend to send. This ensures smooth workflow management. Features excellent customer support team Cons Some app integrations are missing but their swift support team is ready to integrate on your request.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Business-to-business (B2B) customer service refers to support delivered to clients who are businesses rather than consumers. However, in detailed application, it can differ in some important ways from consumer support.

B2B 94

B2B Customer Service B2C Net Promoter Score 94

Intercom

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. “How can you ensure that your support team is still providing personable, conversational support at scale?” Messaging is rapidly becoming a key channel for customer support.

Business Growth 130

Business Growth Customer Relationship Customer Expectations Start-ups 130

Lightico

NOVEMBER 13, 2023

The impact of the recession is reverberating through the lending sector, significantly influencing how auto lenders manage deferments or payment due date changes together with the broader dynamics of their operations. Often lenders require that accounts be current and not past due to allow a due date change.

Finance 52

Finance Government Customer Satisfaction Legal 52

Zendesk

DECEMBER 14, 2023

Apizee Apizee (Support) is a remote assistance video chat that enables customer service teams to increase customer satisfaction. Apizee enhances sales and support performance, allowing for streamlined resolutions, even in intricate scenarios. Places Places (Support) (paid) is all about letting people know where your business is.

AI 52

AI Social Media Compliance Contact Center 52

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. Chat support scripts provide a standardized approach to customer interactions.

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. So, we took into account these essential factors to guide our tool selection.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Totango

SEPTEMBER 7, 2021

These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success. B2B customer success management requires going beyond reactive customer service to proactive teamwork promoting client success.

B2B 81

B2B B2C Technology Technology 81

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? Then, we have about four people managing the Totango resource and helping put together all the SuccessPlays. TC : Yes, definitely.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112

Help Scout

JULY 6, 2021

If you’re using a shared Gmail or Outlook mailbox for support, a shared inbox tool can improve your agent and customer experience significantly. Front helps teams of all types — support, marketing, and sales — manage communications. support@ ). The 9 best Front alternatives for support teams. Help Scout.

Social Media 65

Social Media Start-ups Outlook CRM 65

Zendesk

NOVEMBER 22, 2021

Customer support agents are your business’ eyes and ears. Usually, it depends on an ad-hoc system of emails, hidden documentation, and in-person meetings. That might work fine for some teams, but when a support agent anxiously waiting on an answer from developers to help an important customer, that won’t cut it. The alternative?

Engineering 98

Engineering 98

Zendesk

FEBRUARY 13, 2024

More in this guide: How to write a customer apology letter 25 customer apology letter templates and examples Frequently asked questions Simplify saying you’re sorry How to write a customer apology letter Writing an effective apology letter involves a balance of customer empathy , timeliness, accountability, and actionable solutions.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

SurveySensum

FEBRUARY 14, 2024

But it’s not just for the employees – these employee feedback tools give managers and HRs real-time data to make smart decisions and improve the workplace vibe. User-Friendliness: Ensure the tool is user-friendly for both managers and employees. This can include customer support, tutorials, webinars, and documentation.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

CSAT.AI

MAY 31, 2023

Keeping time targets realistic manages expectations of your customers while respecting the work of your agents. The best customer service SLAs help define your team’s goals and establish your company’s reputation for fantastic support. Agent Compliance Support with CSAT.AI generative AI summaries go beyond condensed transcripts.

Compliance 84

Compliance Sentiment Analysis AI Customer Relationship 84

Customer Service Life

DECEMBER 4, 2023

I realize there may be varying opinions about this practice, but for a small business, it’s never trivial to add another support channel. I’m the guy in the video) While our preferred method of talking with our customers is by email, we recognize that sometimes a phone call is a more effective means of communication. (I’m

Contact Center 100

Contact Center Customer Service Customer Experience 100

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Video chat.

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

Zendesk

NOVEMBER 28, 2023

What is SaaS customer support? SaaS (software as a service) customer support refers to the systems and practices technology companies use to best serve their customers. Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Totango

FEBRUARY 9, 2022

In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. This includes developing standard, repeatable steps for extending automated renewal invitations, such as scheduling a series of email reminders as renewal time approaches.

Customer Retention 96

Customer Retention Start-ups Technology Technology 96