Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. In this always-changing universe of customer interactions, knowing where to go for resources can be tricky. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Tethr

DECEMBER 29, 2020

We’ve covered a lot of ground this year, and so have you, dear readers. As we enter a new year, let’s take a moment to look back on our “greatest hits”, if you will, and review what our readers valued most during this year of challenge. Here are our top ten blogs of 2020: 10. QA measures customers actually care about.

Analytics 72

Analytics Call Center Enterprise Sales 72

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. The more YOU KNOW. . From an interpersonal relationship perspective, they expect trust, transparency and the authority to do what is best for the customer and the company, in equal measure.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? They should be able to answer simple questions and guide customers to products. What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

ProProfs Blog

DECEMBER 11, 2020

They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. They even help you understand if your customers are satisfied or not.

Metrics 148

Metrics Abandon rate Surveys Feedback 148

ShepHyken

OCTOBER 18, 2021

I have added my comment about each article and would like to hear what you think too. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” Which do you think has more impact? They figured out what they had to do. Which is more memorable?

Customer Service 207

Customer Service Airlines Feedback B2B 207

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Did you know? Why Should You Measure Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Now, I’ll spare you my attempt at summarizing this last year because it looked different for all of us. Top 10 Blog Posts from 2020. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Nicereply

SEPTEMBER 4, 2023

It can be really hard to discern how your customers truly feel about your company, product, or service. Fortunately, your Net Promoter Score (NPS) is a solid metric to combat the gray area, and understanding it will give you strong insights into your customers’ perception of your business. Which NPS Method Should You Use?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

ChurnZero

MAY 6, 2022

Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. You Mon joined the CHURN.FM You Mon joined the CHURN.FM That’s easier to do in B2C.

B2B 98

B2B B2C SaaS Metrics 98

ProProfs Blog

APRIL 28, 2020

From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . So, to make sure your customers are satisfied with your brand, you need to see if you’ve set the right expectations and goals for your customer service team. Monitor Customer Service Metric Levels.

Customer Service 140

Customer Service Metrics Education Customer effort 140

ProProfs Blog

DECEMBER 12, 2019

Are you unable to cater to the customers’ needs and their grievances? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Gather the Right Metrics. And of course, use the right combination of help desk tips and tricks.

Wait times 143

Wait times Metrics Self service Feedback 143

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business? First Call Resolution.

Call Center 98

Call Center Metrics Abandon rate call center software 98

Fonolo

DECEMBER 6, 2022

He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. Are your sales dropping?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

ProProfs Blog

MARCH 18, 2020

When you read these, it doesn’t seem too difficult to estimate customers’ satisfaction level, right? What if they love your products, but they hate your support? What if you need more constructive feedback to make things better for your customers? And that’s what we’re helping you learn in this article. .

Surveys 145

Surveys Metrics Feedback Best practices 145

Nicereply

DECEMBER 9, 2021

However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you. However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you. To predict revenue from existing customers, you need to know if they are likely to keep buying from you.

Metrics 97

Metrics Surveys Education Customer effort 97

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey.

Surveys 74

Surveys Feedback Best practices Metrics 74

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. Do they get the opportunity to choose as well?”. If anything, you have a specific target audience who finds your services relevant. In short, your success relies on the fact that your customers don’t leave you. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

TeleDirect

MAY 12, 2023

Want to know more about your outbound call center performance? Metrics and KPI tracking will help you do this with ease. Measuring and examining your call center metrics and KPIs (key performance indicators) will provide valuable information about your outbound call center’s performance and identify any weak spots.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

ClientSuccess

JANUARY 3, 2023

To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Are You Satisfied with Your Purchase? What Do We Do Better Than Others You Partner With?

Best practices 81

Best practices Consulting Consulting Metrics 81

TeleDirect

AUGUST 10, 2022

Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. Call Center Metrics: What Are They?

Call Center 62

Call Center Metrics First call resolution industry standards 62

aircall

OCTOBER 13, 2022

There absolutely are smart ways of sustaining productivity in operations management , without needing to perform daily miracles. Chances are, you know this already. Ultimately, without productivity in operations management , there’s precious little productivity in customer support and sales departments.

Management 118

Management Sales Consulting Consulting 118

ProProfs Blog

DECEMBER 26, 2019

And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. . However, there are some ways of measuring customer experience that can be more effective than others?

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. Measuring key performance indicators (KPI) should be a standard business practice, ensuring organizations measure progress toward strategic objectives, and identifying strengths and areas for improvement. Product usage rate 9. Renewal rate 7.

SaaS 52

SaaS Metrics Customer retention Surveys 52

Global Response

DECEMBER 21, 2023

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. In this article, we’ll break down what you need to know about help desk outsourcing and how to make it work for you.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction. This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

ProProfs Blog

OCTOBER 30, 2021

The possibility of achieving sustainable business growth will get decimated if you cannot get on your customer’s pulse. When you don’t know what’s best about your services, you won’t be able to do more of it. Similarly, without knowing what’s the worst about them, you can’t stop doing it.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Comm100

SEPTEMBER 28, 2022

Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. Looking to improve your customer service?

Average Handle Time 91

Average Handle Time Benchmark Wait times Metrics 91

Nicereply

APRIL 13, 2021

Getting the right tickets to the right agent can have a positive impact on average handle time because it avoids the ticket being passed around from agent to agent. As customer support professionals, we’re not strangers to data and metrics. It seems we’re always measuring something. What is AHT?

Average Handle Time 98

Average Handle Time Metrics Contact Center Customer Support 98

ProProfs Blog

APRIL 21, 2020

You are reading this blog because you think feedback is important, don’t you? Indeed, after knowing that about 91% of customers don’t complain after a bad customer experience but simply move on to your competitor’s product or service, you can become eager to know what’s on their mind.

Surveys 120

Surveys Customer Support Feedback Advertising 120

Nicereply

NOVEMBER 27, 2023

In today’s competitive business landscape, the one thing that sets companies apart is not just the quality of the products they offer, but the experience they provide to their customers. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction.

Metrics 59

Metrics Surveys Analytics Feedback 59

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. Their customer experience will begin long before they board their first flight with the new airline.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83