Lumoa

FEBRUARY 7, 2023

A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. Customize your brand to better align with your customers’ needs.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

JustCall

MAY 6, 2022

To address this difficulty, in recent times, many contact centers are employing new-age solutions like moment analysis, which comes as a component of a larger set of tools like conversation intelligence. What is conversation moment analysis? Benefits of moment analysis in sales and customer service.

Sales 52

Sales Customer Service Coaching Customer Support 52

Playvox

OCTOBER 20, 2023

In addition, the myriad of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to distill and act on feedback from your customers. What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Calltools

JANUARY 24, 2024

All business people know that your company must focus on customer service to thrive. Consumers expect you to offer excellent products and services delivered with ease. Improving your customer experience ultimately helps build brand loyalty and influences new customers to continue patronizing your company.

Customer Experience 52

Customer Experience Call Center Contact Center Self service 52

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 398

Customer Service Chatbots Interactive Voice Response Customer Support 398

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 83

Surveys Feedback Banking Best practices 83

ShepHyken

JULY 2, 2021

He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . It’s time to review the do’s and don’ts of social media customer service. .

Customer Service 365

Customer Service Chatbots Accountability Self service 365

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

Customer Service 360

Customer Service Chatbots Analytics Healthcare 360

CCNG

MAY 8, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights.

Analytics 195

Analytics CCNG Quality management Call Center 195

ProProfs Blog

JANUARY 4, 2022

In contrast, quantitative data represents the “quantity” or numerical value that can be used for statistical analysis. . You can understand all factors your target audience finds appealing, such as customer service, timely deliveries, easy returns, etc. Qualitative Data Analysis in 5 Easy Steps. in one place.

Surveys 78

Surveys Feedback Personalization Education 78

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Here are my top five picks from last week.

Customer Service 276

Customer Service Entertainment Banking Marketing 276

Playvox

SEPTEMBER 14, 2022

What Is Customer Sentiment Analysis? Customer sentiment analysis is a data-based way of measuring positive, neutral, or negative feelings in text like your customer’s emails, chats, texts, social media posts, and online reviews. So your support center can measure customer opinions no matter what words they use.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Tethr

NOVEMBER 13, 2020

In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. So, why is focusing on the emotional tone of a customer conversation alone not going to give you the conversation insight you’re looking for? Some might even call it primitive.

Analytics 63

Analytics Airlines Engineering Construction 63

AWS Machine Learning

NOVEMBER 22, 2022

Companies that sell products or services online need to constantly monitor customer reviews left on their website after purchasing a product. The company’s marketing and customer service departments analyze these reviews to understand customer sentiment. Use cases for real-time sentiment analysis.

APIs 67

APIs CRM Feedback B2C 67

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 322

Customer Service Advertising B2B Chatbots 322

CustomerSuccessBox

JULY 26, 2021

What is Customer Profitability Analysis ? Customer Profitability is essentially a measure of how profitable a specific customer is. It compares how much revenue a particular customer generates with how much your company spends on acquiring or retaining that customer. How to calculate Customer Profitability?

Metrics 52

Metrics Wait times Sales Customer Service 52

Omnicus

NOVEMBER 16, 2016

Data analysis in customer service is a topic that we have lightly touched upon. We will explore different types of data analysis, and show you how it adds yet another vital tool to your larger CRM. Further, you increase the likelihood of delivering a positive customer experience. Here, we will go into more detail.

Customer Service 56

Customer Service CRM Analytics Surveys 56

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

LiveVox

MARCH 31, 2023

Do you ever feel like your customer service data is a black hole? You put in all this effort to collect it, but you’re not sure what to do with it.

Journey mapping 70

Journey mapping Customer Experience Contact Center Customer Service 70

JustCall

MAY 8, 2022

With personalization as a critical priority, they have adopted new-age solutions like sentiment analysis software to map to the new consumer trends. If you and your team members are in the support department, customer sentiment analysis could possibly be the biggest growth driver for you. What is Sentiment Analysis?

Analytics 52

Analytics Feedback CRM Upselling 52

TeamSupport

FEBRUARY 8, 2019

A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently.

B2B 49

B2B Customer Service Technology Personalization 49

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 176

Customer Service outsourcing Construction Feedback 176

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. Some are reactive, which to me, is more customer service than success.

Customer Service 300

Customer Service Enterprise Analytics Customer Experience 300

TechSee

SEPTEMBER 27, 2023

NEW YORK, September 27, 2023 – TechSee , the leading company for remote visual experiences, today announces that it has launched Sophie AI, the first MultiSensory AI Agent for customer service. Recognized by Gartner as a Cool Vendor in Customer Service, TechSee’s technology has won multiple awards.

Virtual Agent 124

Virtual Agent Customer Service Enterprise Customer centricity 124

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

JustCall

FEBRUARY 13, 2024

Pros & cons Pros Cons Click-to-Call for effortless lead engagement Limited reporting options compared to some competitors for advanced analytics needs Easily find key information and specific customer questions within call recordings with searchable transcriptions Limited integrations which can be added after a separate request Highly-rated (4.6

Interactive Voice Response 52

Interactive Voice Response voip CRM Coaching 52

AWS Machine Learning

OCTOBER 18, 2022

Exploratory data analysis (EDA) is a common task performed by business analysts to discover patterns, understand relationships, validate assumptions, and identify anomalies in their data. Let’s now create a box plot of day mins against customer service calls to understand how the customer service calls spans across day mins value.

Telecommunications 77

Telecommunications Consulting Consulting Enterprise 77

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars. per minute.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Brad Cleveland Blog

AUGUST 11, 2023

You will get a sense of how many opportunities you have for deepening relationships with … Continue reading → The post Use Metrics and Analysis to Drive Innovation appeared first on Brad Cleveland. They can and should be used to help identify priorities and initiatives that will drive improvements.

Metrics 49

Metrics Contact Center Call Center Customer Experience 49

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business.

Customer Service 52

Customer Service industry standards Customer centricity Analytics 52

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. SmarterCX) Artificial intelligence has already impacted the customer experience across a wide range of industries.

Customer Service 323

Customer Service B2B Journey mapping Best practices 323

Win the Customer

SEPTEMBER 6, 2023

This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business. Unlike human agents who have limited working hours, chatbots can assist customers 24/7. AI-driven chatbots offer a scalable solution.

Customer Service 64

Customer Service Chatbots Personalization Technology 64

OctopusTech

MARCH 22, 2021

Customer Success and Customer Experience both have a different point of view and take a small business to great heights and become a great popular brand with the right kind of customer service. When it comes to customer support outsourcing , this difference helps analysts to perform better.

Customer Experience 71

Customer Experience outsourcing Customer centricity Customer Support 71

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 176

Customer Service Government Marketing Enterprise 176

Win the Customer

AUGUST 8, 2023

This is where Artificial Intelligence (AI) steps in as a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. These intelligent systems engage with customers in real-time, be it on a website, app, or social media platform.

Feedback 52

Feedback Chatbots Analytics Personalization 52