ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Shep Hyken. What’s more?

Customer Support 215

Customer Support Technical Support Contact Center Customer Experience 215

ShepHyken

NOVEMBER 30, 2018

They instruct agents on why and how to say yes. When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Task: Measure Agent Effort.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. As your company grows, so does the frequency of customer emails and phone inquiries.

CRM 235

CRM Enterprise Benchmark outsourcing 235

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. You can also give tips about how to organize a trip, save money traveling, and prepare the luggage for different places and seasons of the year, for instance.

Engineering 75

Engineering Analytics Best practices Customer Support 75

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. This works, but only when using the right dataset. AI today does not. As a result, humans inherently know how to, directly/indirectly and inferentially assess every situation, either cognitively or sub-consciously.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The challenge today is finding ways to get systems which were designed to operate autonomously in the past to work together as a single, well-oiled machine.

Customer Service 226

Customer Service Contact Center Technology Big data 226

CSM Magazine

JANUARY 24, 2024

There will be someone who can’t work out how to add money to their account, or someone who has forgotten what the different poker hands are. Customers have somewhere to go for help The main thing that a customer service network does is have somewhere people can go for help.

Customer Service 59

Customer Service Accountability Feedback Customer Support 59

ProProfs Blog

AUGUST 14, 2020

67% of customers expressed how good customer experience encourages them to stay longer or spend more money. ”. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently.

Analytics 174

Analytics B2B Education Feedback 174

Comm100

SEPTEMBER 6, 2022

After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction.

Benchmark 83

Benchmark Average Handle Time Best practices Metrics 83

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. Live Chat Benchmark Report 2022.

Average Handle Time 91

Average Handle Time Benchmark Wait times Metrics 91

Comm100

MARCH 25, 2024

San Jose State University automates 55% of chats in 29 departments Learn how SJSU are slashing support volumes and increasing capacity with Comm100 AI Chatbots. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Chatbots 96

Chatbots Journey mapping Personalization Customer Support 96

ProProfs Blog

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Why Handling Multiple Chats is a Challenge.

Wait times 141

Wait times Management Customer Support Customer Service 141

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. But simply adding live chat to your website won’t be enough. How Can Live Chat Help During the Holidays? Let’s get started.

Management 147

Management Chatbots Sales Upselling 147

ProProfs Blog

OCTOBER 16, 2020

We’ve seen live chat in action as the customer service and support tool. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel.

Sales 148

Sales CRM Abandon rate Marketing 148

OctopusTech

JULY 31, 2023

As competition heats up, businesses choose live chat outsourcing method to attempt to separate from the crowd and create genuine connections with their customers. Live chat has emerged as a game changer in this environment, enabling firms to build real-time, individualized connections with website visitors and potential customers.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

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 these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations.

Best practices 97

Best practices Customer Service Abandon rate Benchmark 97

ProProfs Blog

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Agents weren’t happy with the working conditions and the management system.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Fonolo

MARCH 21, 2024

In this blog, we’ll unpack how virtual queuing works, explore the capabilities of call-back software and share tips to help you optimize your contact center operations. How Does it Work? How Does Call Routing Fit In? Read more about call routing in our related blog!

Contact Center 75

Contact Center Abandon rate Multichannel Wait times 75

Comm100

FEBRUARY 10, 2022

Why does personalized customer service matter? By showing your buyers how well you know them, you can always create a special place for your brand. You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section.

Personalization 52

Personalization Customer Service Chatbots Self service 52

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. What is Live Chat?

Customer Support 124

Customer Support Marketing Sales Wait times 124

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. In fact, 79% of consumers prefer live chat to other options. What is white label live chat?

Healthcare 75

Healthcare outsourcing Sales Technology 75

CSM Magazine

JUNE 7, 2023

In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. What does it mean? How do I implement an omnichannel strategy? Omnichannel Customer Service.

Customer Service 98

Customer Service Multichannel Banking Marketing 98

ProProfs Blog

DECEMBER 27, 2020

Why Does the Buyer’s Journey Matter? Why is it important for your business to work towards a buyer’s journey? Working towards company branding initiatives that make you more visible and drives in a favorable perception. Inform how your services simplify their challenges. Troubleshoot any confusions. Consideration Stage.

Journey mapping 148

Journey mapping Education B2B Sales 148

ProProfs Blog

JULY 29, 2020

According to a recent report , 75% of customers believe it takes too long to reach a live agent. So, how do you take your phone support operations from ‘average’ to ‘awesome’? This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye!

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

ProProfs Blog

JANUARY 28, 2021

But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them. They don’t teach you how to ask for testimonials without sounding unprofessional. No matter how much the customers love your product, they won’t come out to tell you that. Publish Blog Posts and Case Studies.

Feedback 148

Feedback Surveys Customer Support Sales 148

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? Increase sales.

Surveys 98

Surveys Marketing Customer Support Sales 98

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. You may also be aware that while live chat and instant messenger applications (i.e.

Best practices 111

Best practices Analytics Sales Benchmark 111

ProProfs Blog

SEPTEMBER 28, 2018

And all though it’s a given fact, we still witness how customers leave a business after having one bad experience. But what better way there is other than a website chat software to provide your customers a more humanized and personalized experience possible. If you offer it, make sure it works. Tweet this. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Ease of use: how user-friendly is the platform? What to Look for in a Customer Engagement Platform.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. The way we live and work has definitely changed, and we needed to settle into a “new normal”. 5 Most Favorite Blog Posts Published in 2020. Want to know how?

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

ProProfs Blog

APRIL 9, 2019

How does it feel when your customers compliment the business for providing instant support? That’s where live chat software comes to your rescue. What is Live Chat Software? A live chat software is a service platform that helps organizations provide instant customer support and information.

Sales 114

Sales Analytics Feedback Customer Support 114

ProProfs Blog

OCTOBER 12, 2018

This brings us to a million-dollar question: Why do startup fail and how to avoid it? Building a decent product is fine but, how can somebody succeed without taking into consideration the one for whom the product is being curated? By now, you must be wondering how to succeed? Live chat software is what one must look out for!

Enterprise 141

Enterprise CRM Customer Support Marketing 141

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. Excellent user experience . CRM integration

Government 76

Government CRM SaaS Marketing 76

Call Center Weekly

JANUARY 24, 2018

How can digital content be used to enhance customer experience? So, what does digital content have to do with customer service? For example, Dore Juvenile , winner of the ICMI Global Contact Center Award for Best Social Media Customer Care, uses Facebook live videos to teach their customers how to properly install car seats.

Education 149

Education Contact Center Customer Care Customer Experience 149

REVE Chat Blog

JANUARY 29, 2020

The easiest way to kick away the frustration and make them happy is by live chat. . But most importantly, you should know what is live chat and how it benefits your business. Let us discuss how online chat helps your business to increase conversions and customer satisfaction rates.

Chatbots 61

Chatbots CRM Sales Analytics 61

Comm100

DECEMBER 8, 2020

And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. And that is how they can best be described. They are less skilled at handling more complex questions and tasks and are limited by their ability to work on a prior script. How Can a Chatbot Help My Business?

Chatbots 53

Chatbots Scripts Sales Personalization 53

ProProfs Blog

DECEMBER 28, 2020

Did you know that 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold? It’s not a surprise anymore that live chat has been established as the upcoming customer support tool in the market. Why Use Live Chat as Part of Your Customer Engagement Strategy.

Chatbots 78

Chatbots Upselling Sales Feedback 78