Inside Customer Service

SEPTEMBER 2, 2021

Managers weren't allowed to deviate from the staffing plan, so they pulled employees away from other tasks like helping customers. One CEO expressed confidence that his business was customer-focused because he had recently received several compliments from friends. This was true in many cases, but not always.

Customer Service 147

Customer Service Retail Sales Start-ups 147

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 348

Transportation Technology Technology Social Media 348

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Market research is generally focused on getting an answer to a specific strategic question, so studies have a distinct beginning and end. Voice of the Customer. Let me explain. Market Research.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Helpt

JANUARY 16, 2024

Introduction So you've decided to outsource your tech support? Perhaps the driving force behind this choice was your ambition to offer 24/7/365 support , a necessity in today's always-on world. Let’s keep it simple and break up “outsourcing” into two categories: external IT support, and embedded help desk. Let’s dive in.

Customer Satisfaction 52

Customer Satisfaction Business Operations Customer Relationship Business Growth 52

Lightico

FEBRUARY 11, 2024

We’ve seen and learned from our customers that this can be a leading factor to prolonged processing times and heightened susceptibility to human error, often resulting in lost deals or worst, compliance issues and possible fines. This is what sets Lightico IDP for Auto Finance apart.

Data Entry 98

Data Entry Compliance Finance Unstructured Data 98

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

SurveySensum

NOVEMBER 24, 2023

And believe it or not more than 70% of customers trust their friends and family when it comes to product recommendations. This score tells you how likely your customers are to recommend you to their friends and acquaintances. But being aware of your NPS score is not enough to improve NPS performance, right? Let’s find out.

Text Analytics 52

Text Analytics NPS Customer Retention Net Promoter Score 52

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. Omnichannel support is expected and appreciated. Customers want a variety of channels to contact your agents.

Technology 376

Technology Technology E-commerce Contact Center 376

Fonolo

SEPTEMBER 19, 2018

Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers. In fact, we should regard them with even a smidgen of positivity, as they are unique conversation channels that present pathways towards establishing and maintaining relationships with customers.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Totango

OCTOBER 25, 2023

Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It Our mission to unify the customer journey started with a focus on our recurring digital services.

Customer Experience 106

Customer Experience Finance Government Engineering 106

Callminer

SEPTEMBER 14, 2020

Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Logicalware

APRIL 17, 2024

It means moving beyond the transactional nature of customer service to build real consumer trust and satisfaction. They have confirmed they will prioritise the most serious cases, acting quickly and decisively to take actions such as “interventions or disciplinary sanctions” where needed.

Compliance 52

Compliance Finance CX Customer Service 52

Hodusoft

MARCH 15, 2024

In today’s competitive business landscape, customer experience (CX) is no longer a “nice to have” – it’s a must-have. As per a report , brands that offer excellent customer service make 5.7 times more revenue as compared to their competitors who are at the bottom of the customer experience rankings.

Omnichannel 52

Omnichannel Gaming CX Touchpoint 52

Execs In The Know

MARCH 16, 2023

An organization’s ability to adapt to change, build the business case for investments, and leverage partnerships to get ahead will continue to separate the market winners from losers in the years to come. Was this your first Customer Response Summit? How do you continue to improve and evolve it with limited resources?

Contact Center 97

Contact Center Innovation AI Technology 97

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Researchers who study emotions are specific.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. To meet these lofty expectations, many schools are introducing university chatbots. Get slides now Slides 1.

Education 69

Education Social Media Technology Technology 69

Fonolo

SEPTEMBER 16, 2021

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. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. After all, no one can address everything at once. NICE Systems, Inc.,

Legal 78

Legal Finance Net Promoter Score NPS 78

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers.

NPS 52

NPS Close the Loop Customer Satisfaction Actionable Insights 52

CommBox

SEPTEMBER 20, 2021

Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Covid-19 also impacted self-service, with a 65% increase in use by customers. . Chatbots can help businesses save up to 30% on their customer service. © Rawpixelimages | Dreamstime.com.

AI 96

AI Customer Service B2C Real Estate 96

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. Drive Agent Satisfaction to Drive Customer Loyalty.

Contact Center 246

Contact Center Outlook Gaming Education 246

Help Scout

MAY 20, 2021

Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. The emphasis is on both keeping the customer longer and also expanding the relationship.” What is customer success marketing?

Start-ups 79

Start-ups Event Planning Social Media Customer Acquisition 79

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Technology CX 62

Intercom, Inc.

APRIL 30, 2020

In times like these, we could all use friends, supporters, collaborators. And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. Here’s how they work. Example sales one pager.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Customer satisfaction and feedback surveys.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Map Customer Relationship 105

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Does that mean the quest for improved CX isn’t worthwhile?

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Automation should reduce the need for a human staff member to complete these tasks or, in some cases, eliminate the need for human involvement.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. Covid-19 also made an impact on self-service, with a 65% increase in use by customers. 64% of businesses believe chatbots allow them to provide a more customized customer experience.

AI 52

AI Customer Service Real Estate B2C 52

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It is a lost art that customer experience managers need to thrive.

Sports 71

Sports Customer Experience Entertainment VOC 71

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Intercom

DECEMBER 14, 2023

That transformative power is most evident in the customer service space. This was the year we launched our breakthrough GPT-powered chatbot, Fin , capable of instantly resolving up to 50% of customer queries. The customer service landscape is experiencing a monumental shift at the moment as AI becomes more advanced.

AI 98

AI Start-ups Legal Technology 98

SurveySensum

NOVEMBER 28, 2023

And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. But how to rectify it and utilize customer feedback to its true potential? Let’s find out!

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Helpt

MARCH 8, 2023

In today's digital age, customers have extremely high expectations for high-quality technical support for the products and services they use. For example, in a survey conducted by Hubspot , they found that 58% of those surveyed said that they have higher standards for customer service now compared to a year ago.

Customer Satisfaction 52

Customer Satisfaction Customer Retention Customer Experience Customer Service 52

Fonolo

OCTOBER 12, 2021

Ensure your space works for you, your agents, and your customers. It’s much easier for your agents to engage in meaningful customer conversation where there is minimal background noise. Having your managers integrated throughout the office makes it easier to monitor and support your call center agents.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. This is all to say that while working closely with sales departments comes naturally to most CSMs, bringing in other departments – such as marketing – can sometimes leave both customers and internal teams wanting more.

Customer Retention 81

Customer Retention Sales 81

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. What is customer service automation?

Customer Service 81

Customer Service Healthcare AI Artificial Intelligence 81