Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. Professor Melumad published a paper last year that examines how the way we express ourselves in different types of user-generated content is affected by the device we use to write them. We Are More Emotional on Our Phones Than Computers.

Transportation 873

Transportation Surveys Consulting Consulting 873

ShepHyken

JANUARY 5, 2018

I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. Customer service agents need to have customer data available at their fingertips, and this includes support history and other customer preferences you may have in your database.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Do not wait until you have all of your solutions lined up, neat in a row and presenting your findings to your customer. I am a big advocate of the policies and procedures myth! Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

Nicereply

APRIL 29, 2024

Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. They allow you to take a closer look at your performance and take the steps to improve for the future. This article will give you the tools necessary to respond to negative feedback calmly and professionally.

Feedback 52

Feedback Construction B2B Call Center 52

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. This absurd question made me aware of how many surveys I actually receive. An important principle in both marketing and customer experience is that you should listen to your customers.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Generative AI will provide content and help you connect ideas and concepts.

Scripts 98

Scripts Accountability Feedback Marketing 98

Comm100

MAY 25, 2022

Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers. In any case, the resulting challenges have made certain that customer service has to adapt and make transformational changes to keep up with how the rest of the world has changed.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Nicereply

JANUARY 17, 2024

Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. So, let’s get in and explore how you can turn those frowns upside down.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

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

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Generative AI will provide content and help you connect ideas and concepts.

Scripts 75

Scripts Accountability Feedback Marketing 75

Toister Performance Solutions

SEPTEMBER 10, 2020

Email remains a strong customer service channel despite its age. You quickly type out your message, send it, and then go on with your day until you get a response. Email is good for companies, too. Unfortunately, many companies still struggle to get email right. Those that did respond often did poorly.

Advertising 93

Advertising Customer Service Personalization 93

ProProfs Blog

JANUARY 18, 2022

This question format is so popular that you must have answered a rating scale question yourself — think about the time when you had to rate your UBER driver or when you checked for “star ratings” before buying your favorite pair of jeans online. How much do they agree with a statement. Why Should You Use a Rating Scale?

Surveys 142

Surveys Best practices Feedback Customer Service 142

Nicereply

MAY 4, 2022

It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. Providing a better customer experience will not only help you retain current customers but also attract new ones. Real-time Support with Live Chat.

Best practices 98

Best practices Self service Sales Surveys 98

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. What Causes Difficult Customer Communication? .

Chatbots 118

Chatbots Best practices Interactive Voice Response Technology 118

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Let’s take a look at how you can more effectively expand your customer base through proactively pursuing renewal and upsell opportunities. Customer Expansion at its Core . Driving Expansion .

Upselling 112

Upselling Enterprise Accountability Metrics 112

Expivia

APRIL 29, 2021

Customers aren’t as comfortable with picking up the phone as they are with sending an email. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. Read more to learn about how you can take your digital customer service to the next level.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

Vcaretec

JUNE 6, 2022

Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. You’re always going to have customers queuing up for service, and you need to have a logical system for creating and managing that queue. By the same token, brands need to plan for extreme traffic and scale.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. If you work as a mechanic – it’s a wrench and a screwdriver. In this article, you’ll find the essential equipment you need to be effective as a support manager. Which are the best? For a carpenter, it’s a hammer, measuring tape, and saw.

Management 98

Management Analytics Feedback Surveys 98

CSM Magazine

DECEMBER 20, 2022

In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses. In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

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. Fortunately, email automation can reduce your workload significantly. Customer check-ins. Escalations.

Feedback 110

Feedback SaaS Surveys Accountability 110

Wowdesk Blog

JUNE 28, 2020

They know using it they can communicate their message quickly and go back to their daily lives. Communication via email is quick and convenient. Hence, 54% of customers used the email support last year , leading as the most used digital channel for customer service. Here are some smart tips to offer quality email support-.

Customer Care 98

Customer Care Personalization Customer Support Customer Service 98

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. How customers perceive your brand is essential to your success. If you're not investing in improving your customer’s perception of your business, you're going to be left behind.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Comm100

DECEMBER 8, 2020

They save you time and money on customer services, while also improving your customer satisfaction levels. If you’ve ever dreamt of an assistant that always has the right attitude and the right answers and that rarely needs to check in with you, the chatbot is your dream come true. And that is how they can best be described.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. You can collect large numbers of responses easily with a low budget. Ask the wrong questions, and you might not get very helpful answers. Or even worse, you might not get very many responses at all. Did you meet or exceed expectations?

Surveys 95

Surveys Feedback Benchmark Metrics 95

Nicereply

APRIL 11, 2023

How can you create feedback forms your customers want to answer? The best thing about customer feedback forms is the insights they give you. Despite this fact, a lot of companies struggle with how to create feedback forms that consistently deliver. Without customer feedback, you’re in the dark.

Best practices 52

Best practices Feedback Surveys Airlines 52

Inbenta

NOVEMBER 29, 2022

But when it comes to choosing the right chatbot for your site, what should you be looking for? But when it comes to choosing the right chatbot for your site, what should you be looking for? This blog will explain to you everything you need to know before you choose the right chatbot for your website.

Chatbots 90

Chatbots Customer Experience Healthcare Personalization 90

CallSource Insights

DECEMBER 2, 2022

How Local Services Ads work, why they’re great for local businesses, and how to optimize your Local Services Ads for better results. Rather than paying per click, your business pays per lead, so you only pay if someone contacts you directly through your ad. . How Google Local Services Ads Work.

Advertising 105

Advertising Accountability Best practices Management 105

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight.

Call Center 62

Call Center Management Airlines outsourcing 62

Nicereply

SEPTEMBER 25, 2023

Craft a perfect NPS email with our step-by-step guide. “Mastering NPS emails opens the door to understanding your customers’ experiences.” ” Are you looking to measure customer satisfaction and guide your brand’s success? But crafting the perfect NPS email takes more than just the right question.

Surveys 52

Surveys Feedback Best practices Personalization 52

CSM Magazine

JUNE 20, 2023

Are you ready to take your digital marketing campaigns to the next level? But when it comes to maximizing ROI, it should be at the top of your list. Keep reading for helpful tips and advice on how to use exceptional customer service as part of an effective digital marketing strategy! Personalization is also crucial.

Marketing 52

Marketing Customer Service Metrics Analytics 52

Nicereply

SEPTEMBER 28, 2021

Knowing how vital customer service is for a business, companies must work hard to deliver outstanding support. That list of tools includes everything from the ticketing system that allows teams to access a shared email inbox all the way to an enterprise-level, cloud-based call center. Value: What do you get for the price you pay?

Customer Service 98

Customer Service call center software Surveys Analytics 98

JustCall

AUGUST 1, 2021

And a text survey helps you increase customer satisfaction by gathering feedback on questions that otherwise go unanswered. So, text surveys will get a higher response rate than any other method like email. So, text surveys will get a higher response rate than any other method like email. What is a Text Survey?

Surveys 98

Surveys Real estate Feedback Customer retention 98

GetFeedback

MAY 13, 2019

The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights. You get to know your customers. You can act on negative feedback .

Surveys 107

Surveys Feedback Personalization 107

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. Why you should care about the Voice of the Customer? How do you collect VoC data? How do you collect VoC data? Nowhere is this more true than with customer relationships.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

ProProfs Blog

APRIL 15, 2020

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. That’s when we realized that as an organization, we need to work on the overall email management skills if we want to boost productivity levels.

Management 103

Management Best practices Personalization Feedback 103

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. You have to figure out which data is valuable and which is expendable. Improving Help Desk Performance in Ten Steps.

Wait times 143

Wait times Metrics Self service Feedback 143

SmartAction

FEBRUARY 13, 2024

Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW. Understanding the journey helps in pinpointing when and how customers prefer to receive updates. This feedback will be instrumental in refining your automation system.

Best practices 64

Best practices Virtual Agent Management Chatbots 64