Nicereply

OCTOBER 13, 2020

Use your CSAT scores to open up conversations with other teams about where issues are, who is responsible for fixing them, and how they will get fixed. Customer Satisfaction score results give different teams, like Product and Support, a common language that they both understand: caring for the customer. Open up communication.

Customer Support 71

Customer Support Surveys Marketing Self service 71

Nicereply

MARCH 26, 2019

Well written bug reports, prevent endless back-and-forth between two frustrated people and create a clear path forward. Bug reports are a universal language. Whether you’re a customer trying to get help or an agent working in technical support, it’s critical to write a great bug report to get the issue fixed quickly.

Engineering 85

Engineering Technical Support Personalization Accountability 85

Beyond Philosophy

NOVEMBER 18, 2021

” Her recent TEDx talk explains how eating bugs on the African savanna for a TV audience piqued her interest in Scarcity as a research topic. If we don’t fix our supply chain soon, we will all be eating bugs shortly. The product is in front of you, and you’re in a different mindset. .

Marketing 221

Marketing Sales Consulting Consulting 221

kommunicate

APRIL 1, 2020

The latest version of Kommunicate includes multilingual support for tags, bug fixes, latest iOS SDK and agent app. The post Here’s What’s New from March 2020|Kommunicate Product Updates appeared first on Kommunicate Blog. if you haven’t read the previous release notes, please head here.

Customer Support 52

Customer Support 52

kommunicate

MARCH 3, 2020

The February release consists of Zapier integration, other major improvements & bug fixes. The post Here’s What’s New from February 2020|Kommunicate Product Updates appeared first on Kommunicate Blog. If you have missed the previous updates, please read here.

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52

kommunicate

MAY 9, 2019

We pour a lot of passion and creativity into making our product better each and every day. The April version of the product release includes the Latest version of IOS and Android SDK’S, Bug fixes, Improved UX and feature releases. If you have missed previous versions of product updates, head here.

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61

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers. Please let us know if there are any bugs.”. Click here to read the original post. Prioritize.

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. All our revenue is voluntarily given to us by our customers.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

Spearline

JULY 4, 2022

In addition to the potential flaws and bugs that would occur in any new application or tool, some of the particular issues that can arise in WebRTC include: The development of WebRTC technology – One of the key strengths of WebRTC – that it is open source, constantly evolving and improving – can also raise potential issues.

Enterprise 98

Enterprise APIs Metrics Technology 98

Nicereply

APRIL 11, 2022

Though we tend to think about troubleshooting as it relates to more technical products and issues, really what it is is problem solving. If you work in software it’s basically inevitable that you’ll interact with an engineering team to get a bug fixed, or report feature requests. Many support problems aren’t easily fixed.

Customer Support 97

Customer Support Engineering Time management Self service 97

Nicereply

SEPTEMBER 11, 2023

I would say that every product company needs to form their own strong point of view on what they believe. Then they can explain how their product is best at solving the problems associated with that belief. But it still helps get a sense of what products to start with. Are you looking for bugs to fix?” Be specific.

Sales 64

Sales Engineering Marketing Technology 64

Nicereply

MAY 25, 2022

Have they lost trust in your product? Because your product broke down, your customer suffers professionally. I can definitely see how frustrating this bug would be. Fix the Problem. Fixing the problem is what makes an apology genuine. “I’m sorry you’re upset” is not a good example of understanding the problem.

Customer Service 105

Customer Service Accountability Personalization Education 105

Totango

MAY 5, 2021

This information can, in turn, influence product updates, customized offerings, and internal workflows. By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Creative Virtual

OCTOBER 7, 2021

Good communication can help reduce stress and frustration while improving efficiency and productivity. Ask: Is the issue critical, impacting production or customers in real time? When facing issues with production impact, gather your tech, content, client relationship, and any other relevant teams on a group call as fast as possible.

B2B 98

B2B Accountability Feedback Customer Service 98

kommunicate

SEPTEMBER 6, 2019

The August release includes the latest version of iOS SDK, Bug fixes and major improvements in Web App. The post Here’s What’s New from August 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog. If you have missed July release updates, read here.

Customer Support 40

Customer Support 40

Cyara

MARCH 8, 2018

With the Cyara Cloud, you get an evergreen environment that is constantly on the current release, and has quick access to bug fixes and enhancements, as well as easy access to new product trials. And, with two completely redundant sites per region, our investments in hosting enable us to sustainably deliver less than 0.1%

Contact Center 52

Contact Center Call Center Customer Experience 52

kommunicate

MARCH 4, 2019

For the previous version of Kommunicate Product Updates, head here. In the February version of the Product Updates, we have come up with some important feature releases, design and UX improvements, and a few bug fixes to improve your overall experience with Kommunicate.

CRM 40

CRM Sales 40

aircall

JULY 11, 2022

Even though those commands were already saving a lot of time, we decided to go even further and fix the discrepancies between our ticketing system and our repository management. At Aircall, we want our teammates to focus on adding value to our product—not on making our ticketing system and our repository management consistent.

Management 62

Management Engineering Personalization 62

kommunicate

FEBRUARY 4, 2019

Now that we have all come out of our holiday mood, time for some important product updates. Read along to know more about the latest development, feature releases, performance improvements, and bug fixes. For previous versions of Product Updates, head here.

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kommunicate

JANUARY 9, 2019

Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. The post Here’s What’s New from December 2018 | Kommunicate Product Updates appeared first on Kommunicate Blog. For previous versions of Release Notes, head here.

Customer Support 40

Customer Support 40

Nicereply

JULY 13, 2021

One way to prepare your agents to support customers is by allowing them to use your products themselves. The product is not something easily accessible or usable in the same way as a production environment. The product is not something easily accessible or usable in the same way as a production environment.

B2B 98

B2B B2C SaaS Technical Support 98

Hodusoft

SEPTEMBER 16, 2022

This blog will unveil how your business can leverage PBX auto provisioning to drive efficiency. Difficulty in diagnosing and fixing bugs. PBX auto provisioning enables a business to jump through a lengthy process of adjusting service and users. What is IP PBX auto provisioning?

Telecommunications 98

Telecommunications Interactive Voice Response Engineering Enterprise 98

ClientSuccess

SEPTEMBER 21, 2020

After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? Each customer has different needs and uses for your product, so it’s up to the Customer Success Manager (CSM) to thoroughly understand each customer and to be their champion throughout their entire customer journey.

Customer Support 65

Customer Support SaaS B2B Technology 65

Nicereply

NOVEMBER 3, 2020

Empathy-driven development is a known effective framework for more productive engineering teams with benefits ranging from fewer assumptions to better inter-team communication. In companies where engineers spend time answering customer questions, there’s a notable increase in bug fixes. Keep Scheduling Flexible.

Engineering 52

Engineering Customer centricity Morale Accountability 52

Stratifyd

MARCH 26, 2019

A faulty product or service can deter customers and decrease your revenue. The longer a bug goes undetected, the more expensive it will be to fix. According to the System Sciences Institute at IBM, it can cost 4-5 times more to fix a software bug after launch than it does during the development process.

Banking 40

Banking Best practices Customer retention Enterprise 40

Mindtouch

MAY 5, 2017

Whether you’re seeking an on-premises, hosted, or SaaS product, the following ten questions can apply to almost any software RFP. Outsourced code development is more likely to produce a product that doesn’t always functionally align with expectations. What is your release cycle for updates and bug fixes?

outsourcing 54

outsourcing SaaS Management 54

Playvox

AUGUST 23, 2022

From issues they’ve been having with your business’ products to bug reports, as well as requests for new features and customer feedback (both positive and negative), you have a wealth of useful information at your fingertips. Previously, businesses were focused on getting new customers, and getting them to purchase a product.

Benchmark 52

Benchmark Analytics Banking Customer Support 52

Nicereply

SEPTEMBER 29, 2020

You can send messages to customers to notify them about product delays, bugs or outages. For instance: create a communication loop where your support team provides customer insights regularly with your product team. Write better documentation or create processes to help customers with tricky features in your product.

Customer Support 64

Customer Support Education Customer retention Engineering 64

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. It could cover products, services, prices, and brand perception. Learning what your customers think about your products or services isn’t difficult. Insights from data analytics can help create new product designs or services.

Feedback 94

Feedback Best practices Analytics Surveys 94

Totango

OCTOBER 20, 2020

This information can, in turn, influence product updates, customized offerings, and internal workflows. By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. The Importance of Measuring Customer Experience.

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

JustCall

AUGUST 12, 2021

The system itself does all the software upgrades, and the company’s own IT team can very well fix the bugs. Productivity. Easier call log management, auto dialer, call log tracking and automated voicemails are just some of the many features that increase the productivity of your team manifold. Integrations. Collaboration.

Call Logging 52

Call Logging Wireless Government Call Center 52

CustomerSuccessBox

MAY 17, 2022

Often when a resolution is needed for a problem, it is the customer service representatives who take care of the fixes. So, understanding customer experience can aid in coming up with a fix, and acknowledging the same with a thank you is good sometimes. Suggesting your solution to the problem is a fix that they can rely on.

Feedback 52

Feedback Customer Support Customer Service Personalization 52

iCiDIGITAL

JUNE 19, 2018

AEM will often release features that can speed up the overall performance and enhance your team’s productivity. Bug fixes and security updates. Adobe releases important security updates and bug fixes with every new upgrade. Why It’s Important to Perform Regular Upgrades. Get the latest features.

Best practices 56

Best practices APIs Enterprise Technology 56

Helpware

NOVEMBER 14, 2016

Fix issue on the first contact. Just like speed in response time, fixing the issue immediately while you have that person on the phone or within 24 hours of an email means happier customers. If you can’t fix the issue on the first contact, how long does it take for the ticket to be resolved? Resolution Time. Number of issues.

Metrics 40

Metrics Customer Support outsourcing Wait times 40

Totango

AUGUST 9, 2022

Knowledge level: as defined by how informed the customer is about a given stage of a buying process or product feature. Product usage: which segments customers based on how they are engaging with your product. Teams can also analyze support data to identify frequently encountered problems, fix bugs and reduce ticket volume.

Best practices 99

Best practices B2B Journey mapping Upselling 99

Nicereply

APRIL 3, 2020

The point is, whether a customer is coming upset because you’re out of stock of the item they want, they want to request a feature that’s not available, they’re just generally unhappy with your product or service. But, whenever you can, attempt to fix the relationship before you rush into eliminating it. Implement FRomLE technique.

Morale 101

Morale Customer Support Customer retention Personalization 101

Nicereply

MARCH 19, 2020

In this article, 10 remote workers share their go to strategies for keeping on task, and we share five tools that you can use to level up your productivity at home. 10 Strategies for Staying Productive and Avoiding Distractions When Working from Home. Five Productivity Tools to Try. It helps clear my head for some reason.

Customer Support 92

Customer Support 92