Inside Customer Service

MARCH 3, 2022

Our phone lines rang throughout the office whenever a customer was holding for more than a minute. The president thought it was my job to stop the surge since I was the customer service manager. It was a miserable experience to get blamed for their failures. Here's why we need to stop doing that.

Customer Service 190

Customer Service Customer Experience Start-ups Customer Feedback 190

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore. Conversational AI may be the answer.

Manufacturing 211

Manufacturing AI Engineering Technology 211

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. This is particularly important for employees who work from home.

Contact Center 48

Contact Center Artificial Intelligence Sales 48

Intercom, Inc.

APRIL 8, 2020

Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. Intercom’s entire software delivery system is built on the ability to move fast, react to change and rollback, or roll forward, rapidly in the case of something unexpected happening.

Engineering 223

Engineering Start-ups 223

Intercom, Inc.

JUNE 22, 2022

Today we’re delighted to announce new next-generation bot capabilities that will boost the power of your bots so that your customers get the help they need, faster. Bots are transforming the way businesses support their customers. How do they improve the support experience? How do they improve the support experience?

Invoicing 218

Invoicing E-commerce Customer Satisfaction Start-ups 218

Inside Customer Service

JUNE 23, 2022

My first customer service interaction didn't end well. An irritated customer approached and I said the wrong thing. It was a terrible feeling to see a customer literally walk out the door. This guide summarizes what I've learned about getting customers to give you a second chance after a service failure.

Customer Acquisition 163

Customer Acquisition Customer Retention Social Media Start-ups 163

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. A business discipline.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. However, it is the customer operations that impact the customer’s experience the most.

Customer Service 137

Customer Service CX Customer Experience 137

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. Customizing your survey with additional response fields. Branding your survey.

NPS 104

NPS Net Promoter Score Customer Satisfaction Customer Retention 104

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. As advertisers collect data through more advertising outlets and channels, they merge it with analytically infused customer journeys. One of the best ways to do this is with a customer data platform (CDP). The result?

Net Promoter Score 133

Net Promoter Score Technology Technology Retail 133

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Customer Service 91

Customer Service Compliance AI Customer Satisfaction 91

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. Do you also feel overwhelmed with the countless options available? –

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

Execs In The Know

NOVEMBER 22, 2022

This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. . Operating in multiple languages adds complexity and management overhead. Think outside of the hiring box.

Contact Center 98

Contact Center CX Technology Technology 98

Steven Van Belleghem

FEBRUARY 14, 2023

On the one hand, yes, more customers will choose for the best price, today. For instance, you buy something online and the delivery date that you receive has been fabricated to match your expectations, rather than reality. They already know that they’re not going to make that delivery date.

Customer Experience 98

Customer Experience Gaming CX Sales 98

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

ECXO

APRIL 12, 2021

Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience.

Customer Experience 98

Customer Experience Net Promoter Score Customer Journey Map CX 98

Execs In The Know

OCTOBER 11, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. Vendor management organizations (VMOs) worldwide shared that the COVID-19 pandemic adversely impacted their outsourcers’ ability to meet organizational strategic goals. Optimizing virtual management and supplier business planning. Recruiting.

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

Logicalware

FEBRUARY 18, 2024

Proudly acting as the initial and concluding touchpoint for their 129,000 citizens, the council manages an array of enquiries, ranging from bin collections and birth registrations to marriage notifications, council tax queries and more. Our old telephony system was unstable and unreliable. We saw the value in Puzzel straight away.

Government 59

Government Omnichannel AI Touchpoint 59

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Steven Van Belleghem

SEPTEMBER 29, 2021

Predicting and managing the supply chain in the most accurate and efficient of manners, became an enormous asset to offer the best customer experience in the COVID-19 era. An example are the “internet of things” sensors across over 2,200 trailers to give real-time information around the quality and freshness of its deliveries.

CX 123

CX Healthcare Retail Innovation 123

Intercom, Inc.

JUNE 1, 2018

The EU was kind enough to provide a stress test for our email delivery pipeline during the GDPR surge on a scale that I doubt our engineering team as a whole would have agreed to, and we passed. The ability to stress Intercom to the point of breaking, without customer impact, is the ideal. We knew this was a bad customer experience.

Engineering 204

Engineering Start-ups Customer Experience 204

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Intercom, Inc.

AUGUST 31, 2021

We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. These messages can be triggered based on specific customer actions or dates, such as an upcoming subscription renewal or customer birthday. Password reset.

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

Fonolo

AUGUST 4, 2022

Customers feel satisfied and drive up net promoter scores. Both agent engagement and performance affect customer satisfaction. Service delivery impacts customer satisfaction. Do you regularly have angry customers and low customer satisfaction scores? Customer satisfaction is a great place to start.

Net Promoter Score 81

Net Promoter Score Scorecard Contact Center Customer Satisfaction 81

Fonolo

JANUARY 7, 2021

Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. Customer Perception of Service vs. Customer Perceptions.

Customer Expectations 171

Customer Expectations Customer Satisfaction Contact Center CX 171

Zendesk

JULY 12, 2023

That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industries, hospitality companies struggle to maintain staffing levels to pre-pandemic levels, including customer service and guest service staff.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers. Implies customer behavior’s value to your company.

Customer Experience 174

Customer Experience CX NPS Sales 174

Fonolo

OCTOBER 27, 2020

Contact centers pivoted practically overnight… “What has been most surprising has been how quickly contact centers have managed to pivot toward a more virtualized delivery model in a short period. Once the need was pronounced, brands could meet customers’ needs and saw the impact immediately. Thomas Laird , CEO, Expivia.

Contact Center 147

Contact Center CX Innovation Technology 147

SurveySensum

OCTOBER 3, 2023

She realized that along with top-notch service, it is also important to understand customers’ needs and satisfaction. Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Customer Profile What is your age? What is your income?

Customer Satisfaction 52

Customer Satisfaction Social Media Finance Sales 52

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Retail Start-ups Engineering 167

Intercom

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. Traditionally, businesses would have adopted a reactive approach to supporting their customers.

E-commerce 118

E-commerce Customer Satisfaction Start-ups Customer Expectations 118

SurveySensum

MAY 7, 2024

Welcome to the private marketplace (PMP), where advertisers and publishers come together to optimize the buying experience and maximize campaign performance. How to Enhance Your Buying Experience: 5 Benefits of PMP 1. In 2034, it’s anticipated that real-time trading will seize 25.9%

Predictive Analytics 52

Predictive Analytics Innovation Gaming Start-ups 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 116

Innovation NPS Touchpoint Start-ups 116

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. This efficiency contributes to an overall positive customer experience.

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Steven Van Belleghem

FEBRUARY 26, 2023

And whatever they will try to economize, this will have an effect on your own customers too. If they cut budgets by using cheaper materials, your customers will receive a less qualitative product. CX is not just about the end experience, it is part of a complex system.

CX 130

CX Transportation Manufacturing 130