Beyond Philosophy

DECEMBER 17, 2018

have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. The UK’s water utility regulator, Ofwat, is now actively monitoring the satisfaction levels of water utility customers.

Government 309

Government Customer centricity Customer Experience Customer Service 309

Nicereply

NOVEMBER 9, 2021

The common mantra that ‘ Customer Experience is not a department, it is an attitude ‘ only succeeds when agents are set up successfully to provide the experience you desire. It’s best to practice them, run mock customer interactions, and constantly share examples of them in use.

Customer Experience 124

Customer Experience SaaS Sales Customer effort 124

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? With the right mix of automation, communication, and personalization, any agent can provide customers with an outstanding experience.

Best practices 97

Best practices Customer Service Abandon rate Benchmark 97

Global Response

DECEMBER 21, 2023

Can help desk outsourcing really make a difference on customer satisfaction? Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Global Response

JULY 23, 2023

In this article: six key reasons to avoid hiring a call center—and what you might do to overcome these challenges. The Dreaded Language Barrier The Problem: This is one of the biggest obstacles and common complaints of working with a call center, especially if you work with an offshore partner. That’s what we’re here to explore.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

ProProfs Blog

JANUARY 7, 2020

All of them have been around since the concept of commerce started. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. .

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”.

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

Nicereply

JUNE 8, 2021

One phrase used with a certain customer may not go down too well with another, and it’s important to remember that every customer is an individual. The phrases you use when talking to customers are crucial for good communication. Customer service is a top influence on business performance and impacts your bottom line.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. 54% of U.S.

Customer Experience 103

Customer Experience SaaS Best practices Surveys 103

Global Response

JUNE 27, 2023

Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. Unfortunately, many call centers fall into the same hiring traps and pitfalls.

Call Center 62

Call Center outsourcing Advertising Coaching 62

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. Customer check-ins. Sales to Customer Success Handoff Email Template. Escalations.

Feedback 108

Feedback SaaS Surveys Accountability 108

Creative Virtual

OCTOBER 7, 2021

Good communication can help reduce stress and frustration while improving efficiency and productivity. Good communication can help reduce stress and frustration while improving efficiency and productivity. Not accurately identifying, understanding, or explaining an issue leads to unnecessary stress and frustration.

B2B 98

B2B Accountability Feedback Customer Service 98

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

TeleDirect

JANUARY 12, 2023

Do you know how well your customer service team is performing? If you’re unsure of what type of experience your leads and clients are having, you should develop a way to track your customer service team’s performance. This is where a comprehensive customer service audit can help. An Easily Contactable Support Center.

Customer Service 62

Customer Service Brand ambassadors Call Center Contact Center 62

Nicereply

MAY 11, 2022

Customer success is one of the most important metrics you need to track if you’re running a B2B business. It contributes to the overall customer experience, and high customer success can mean repeat business and more referrals. Your customer’s business success is your success. 1. Reduced customer renewals.

Customer retention 96

Customer retention Customer Support Feedback Metrics 96

Nicereply

MARCH 28, 2019

Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales. Providing great customer support might seem easy in theory, but it is actually pretty challenging in practice.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! The adoption of bots is skyrocketing as their benefits for both customers and organizations become increasingly clear.

Chatbots 52

Chatbots Wait times Analytics Personalization 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. 54% of U.S.

Customer Experience 86

Customer Experience SaaS Best practices Surveys 86

aircall

MARCH 16, 2022

91% of consumers say that a positive customer service experience leaves them more likely to make another purchase. Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. . But some of the magic also stems from how you work and the technology you use.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. 54% of U.S.

Customer Experience 83

Customer Experience SaaS Best practices Surveys 83

Nicereply

JUNE 3, 2021

Chatbots in support relieve agents from handling the less glamorous side of customer service. Chatbots are an undeniably useful tool for your business’s customer service center. As customers increasingly demand answers instantaneously, your business will benefit from using this technology. Why Businesses Use Chatbots.

Chatbots 52

Chatbots Customer Support Management Feedback 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Nicereply

MAY 29, 2023

Boost customer satisfaction with our 42 expert-crafted live chat scripts. Given the choice, your customers would choose your live chat option 100% of the time. But research shows that 41% of people prefer live chat as a support channel. Live chat support is just so convenient for customers.

Scripts 52

Scripts Customer Service Feedback Personalization 52

Nicereply

MARCH 16, 2021

When you have the right customer experience tools the accountability is clear, for example with a vendor contract or an internal ops team, which reduces your effort and alleviates these risks. Expense tools, development tools, and customer experience tools are ‘just there’ for many employees. We all use tools every day.

Customer Experience 95

Customer Experience Accountability Engineering Metrics 95

ChurnZero

MARCH 22, 2022

Nowadays, marketers are hyper-aware of the importance of the customer journey and creating an intuitive user experience. In most cases, however, there are still plenty of opportunities to streamline the process and reduce customer friction. . Identifying customer friction points. Finding your points of user friction.

Customer retention 98

Customer retention Sales Analytics Advertising 98

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan. Becky Beach.

Management 273

Management Customer Experience Customer Service Coaching 273

Global Response

SEPTEMBER 11, 2023

What does outsourcing have in common with kale and tofu? Here’s what you need to know about the pros and cons of outsourcing, and how to reap the benefits without hurting your operations. An outsourced call center is an external team that manages call center operations to respond to customer communications and inquiries.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

aircall

JANUARY 22, 2021

Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. The Role of Empathy in Customer Service.

Customer Support 62

Customer Support Call Center Wait times Best practices 62

Mindtouch

FEBRUARY 15, 2018

And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection. What follows is a list of common self-service fails to avoid. Use accessible language (avoid jargon). How are things looking? Easy enough, right?

Self service 85

Self service Customer effort Customer Support Customer Experience 85

aircall

OCTOBER 22, 2021

As sales and vacation time usage spike during the holiday season, so do customer service inquiries. If your business isn’t prepared to meet holiday support needs, your customer experience will suffer, which can affect not only your Q4 sales but also your brand reputation. Start Decking the Halls by Planning for Calls.

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

REVE Chat Blog

FEBRUARY 19, 2020

How to deal with rude customers? This question could be unpleasant as well as frustrating for any business. It is also challenging to handle customers effectively who are upset due to bad experience with your business. To handle rude customers is an unfortunate reality no matter what type of business you operate.

Scripts 70

Scripts Best practices Feedback Metrics 70

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Year Two – “Have the laser focus of an Olympic athlete” – Marshall Martin It did not take long to understand that knowledge is power, especially in a customer service role. years, this is a really long time. Something to ponder for the future. ??

Education 203

Education Personalization Feedback Sales 203

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run. How to ensure that experts are available around the clock? The phone number is outdated.

B2B 52

B2B Customer Support Chatbots CRM 52

Nicereply

FEBRUARY 9, 2021

The key to earning brand loyalty is to deliver the best possible customer experience. Your customer support team shouldn’t spend excessive time on each ticket since they’ll never work through the queue making other customers wait days—or maybe even weeks. Unfortunately, this often poses a challenge.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

Global Response

MARCH 16, 2023

In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. Which Customer Service Techniques Matter Most?

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

ProProfs Blog

APRIL 15, 2020

As we dug deep, we came across quite exciting stats, and it dawned on us that we could do a blog on it. Here’s our brainstormed, research-backed, and hopefully useful blog on email management tips! The real question is, just how much time does it take to review or even go through all these emails? Isn’t it surprising? .

Management 103

Management Best practices Personalization Feedback 103