Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Construction 108

Construction Education Customer Retention Start-ups 108

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Higher internal engagement in using customer insights for seamless journeys? Yes, you know a lot from tone of voice and phrases used by the customer.

VOC 48

VOC Data Mining Finance Touchpoint 48

Lightico

APRIL 18, 2024

This data includes loan applications , insurance documents , emails, reports, invoices, supporting documentation and contracts. With IDP, organizations can stay ahead in the age of information overload and drive success in today’s competitive market. The amount of information available to organizations today can be overwhelming.

Data Entry 52

Data Entry Invoicing Machine Learning ML 52

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales 71

Hodusoft

APRIL 1, 2024

As businesses continue to prioritize customer-centric strategies, having reliable call center software like HoduCC becomes indispensable. What sets HoduCC apart is its comprehensive approach to customer interaction management. Each criterion is worth up to 20 points. It also earned a remarkable score of 4.6

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Intercom, Inc.

MAY 13, 2020

“We’re seeing a big motion across all businesses on how an amazing customer service experience drives loyalty overall.”. That’s Tom Ronen, Head of Customer Success for monday.com , on a topic that’s been on many of our minds lately: retention. Reduce customer churn through delightful service and product education.

Education 129

Education Finance Customer Retention Sales 129

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

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

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! Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. Customer support is undergoing massive, irreversible change.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Inside Customer Service

JUNE 9, 2022

Several customer service professionals have recently requested advice on asking their boss for a raise. Unemployment is low, wages are rising, and companies are struggling to fill key customer service roles. Meanwhile, many customer service professionals still feel underpaid. The timing is good. How valuable are you?

Customer Service 130

Customer Service 130

Zendesk

SEPTEMBER 7, 2022

That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. Customer story: Wine.com. But that’s table stakes.

Retail 98

Retail CX Non-Profits Omnichannel 98

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

SurveySensum

FEBRUARY 19, 2024

In this condition, adopting some outstanding business practices can help you unlock your business’s potential, ultimately leading to your business’s success. In this condition, adopting some outstanding business practices can help you unlock your business’s potential, ultimately leading to your business’s success.

Innovation 52

Innovation Social Media Technology Technology 52

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Fonolo

DECEMBER 15, 2022

Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 102

Customer Retention CRM Customer Relationship Management Customer Loyalty 102

Intercom, Inc.

FEBRUARY 2, 2022

These questions can be answered by a familiar model – that which the film industry has used to support movie releases for decades. Applying this familiar model, we can transform how a project is executed and shared, reduce unforeseen work, eliminate duplication, and most importantly, increase the success of our output.

Social Media 220

Social Media Finance Sales 220

Shep Hyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. It has shifted the goalposts for businesses as online customer feedback can be viewed by any user.

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Intercom, Inc.

MAY 18, 2018

There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. Guidance is limited, innovation and creativity are key to success. My own experience is instructive – I joined Intercom as the 6th Customer Support teammate in the Dublin office when we were about 20 as a global team.

Construction 222

Construction Start-ups Innovation 222

1 to 1

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Let’s divide what they do into several key areas. View the original and learn more about the ECXO. The challenge is how.

CX 26

CX B2B Compliance Sales 26

Fonolo

APRIL 29, 2021

However, recent data has shown that creating exceptional customer experiences and providing quality service with a human touch has a direct effect on consumer loyalty and how much they spend. This type of call center manages incoming calls, most often from customers. The ROI of Call-Backs for Your Call Center. Types of call centers.

Contact Center 128

Contact Center CRM Technology Technology 128

Zendesk

MARCH 30, 2021

Mavenoid (Support) combines self-service and live support in one, so companies can effortlessly support their customers in every step. Mavenoid’s self-service solves repetitive requests before they reach your human support team. From installing, to using, to troubleshooting their products. Marketo Sidekick.

Scorecard 98

Scorecard Invoicing Engineering AI 98

Logicalware

AUGUST 12, 2021

With a team of contact centre agents tasked with supporting customers, including handling telephone-based card payments, GC Business Finance was faced with a pressing challenge when staff switched from office to home-based working as a result of the pandemic. Here’s how they overcame the challenge with the help of Puzzel and PCI Pal.

Finance 97

Finance Compliance E-commerce Government 97

Sprinklr

AUGUST 24, 2021

Listen in: Dennis Mathew of The Classic Partnership shares with Sprinklr CXO Grad Conn the key steps to being a good social seller in this episode of The Unified-CXM Podcast. Social selling features that drive success. But, what are the key elements to consider when building a successful social selling program for your teams?

Social Media 111

Social Media Social Listening CXM Compliance 111

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

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.

Management Consulting 97

Management Consulting Customer Experience CX 97

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Today we're supporting more than 12,000 of them — we're passionate about this stuff!

Education 103

Education Sales Start-ups Customer Experience 103

Intercom

JUNE 6, 2023

You satisfy your customers, but can you satisfy our curiosity? With Sarah Donahoo, Head of Marketing & Customer Success at Fugo.ai. I’m the Head of Marketing & Customer Success at Fugo.ai. What’s the strangest thing a customer has asked you? What’s your greatest productivity hack?

Social Media 52

Social Media CRM Customer Service AI 52

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). The customer service industry is evolving and hasn’t looked back. We’re hoping that CX leaders realize the key to outstanding service is ensuring their employees are happy.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Customer Service Life

MAY 11, 2022

Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. Understanding the Key Metrics for Self-Service. Source: Pixabay.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Customer Experience 87

Customer Experience Net Promoter Score NPS Education 87