ProProfs Blog

MARCH 26, 2020

Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore. The customers prefer and are looking for an immediate response to their questions. That’s exactly why you have a technology like live chat in place. See that no operator was available to take up their chat.

Upselling 134

Upselling Customer Support CRM Management 134

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

Nicereply

SEPTEMBER 28, 2021

Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. It’ll be much easier to end up with a software solution that covers those and avoid paying for features you don’t need. Value: What do you get for the price you pay?

Customer Service 98

Customer Service call center software Surveys Analytics 98

Playvox

AUGUST 23, 2022

Chat for customer support was starting to trend before the pandemic. But as it wore on, customers took an even bigger interest, and live chat tickets surged by 50%. Chat software is a useful tool for businesses that want to communicate with their users and help them with their issues each day.

Benchmark 52

Benchmark Analytics Banking Customer Support 52

Totango

FEBRUARY 2, 2021

While a customer success plan can be deployed manually, you can increase your plan’s efficiency and effectiveness by selecting the right customer success software. Customer success software provides a digital interface that you and your customers can use to easily align, document, and track success goals and progress.

Benchmark 127

Benchmark Chatbots Accountability Enterprise 127

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. Benefits of CCaaS Key Features of CCaaS How to select the right CCaaS software for your business? What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Nicereply

AUGUST 3, 2022

Ask yourself the common questions people ask and their frequent issues. You can get the answers to these questions by speaking with your customer service representatives. Here are other questions you could ask: Source. Offer Live Chat Support. Your customers can be “served” with live chat within two minutes.

Customer Service 59

Customer Service Self service Wireless Metrics 59

ProProfs Blog

DECEMBER 14, 2018

Most companies use traditional channels like email, review websites, forums, web-based support portals, and surveys. For example, younger customers might prefer alternative methods of communication like SMS (text messaging), live chat, or mobile messaging services (like WhatsApp). 4 Live chat with post-chat surveys.

Feedback 145

Feedback Surveys Analytics Customer Support 145

ProProfs Blog

DECEMBER 28, 2020

In this blog, we aim to cover these areas in detail and help you tackle customer service complaints efficiently. Harvard Business Review. But it can upset your customer with issues and encourage them to complain more if they repeat their problem every time they speak with a new operator during the same call or chat. Tweet this.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Comm100

JANUARY 10, 2021

It may sound contradictory, but shopping for free live chat is both easy and difficult. It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. Number of chats. Let’s dig in. Data storage.

Surveys 52

Surveys Customer Support Customer Service Accountability 52

ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Live Chat & Customer Engagement. 88 percent of consumers trust online reviews as much as personal recommendations. Live Chat & Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

Nicereply

JULY 8, 2021

You should invest in innovative technology that can help with the customer experience such as live chat tools. Live chat tools such as Intercom or Olark can help customer support agents deal with customer support inquiries efficiently and quickly. Review last year’s data.

Customer Support 98

Customer Support outsourcing Self service Technology 98

ProProfs Blog

MARCH 27, 2020

If you’re only offering a live chat software or phone number to call, you’re likely alienating a large portion of your audience. . Many millennials find live chat more effective and less time consuming than traditional phone support. . iii) Higher customer value. v) Longevity.

Customer Service 135

Customer Service Feedback Customer Support Wait times 135

JivoChat

AUGUST 10, 2023

When you start an affiliate marketing program, you’ll use affiliate tracking software to track, manage, and organize your affiliates’ commissions, affiliate link clicks, and products sold. If you answered yes to the questions above, it’s time to set up a meeting and consider pitching an affiliate partnership offer.

Sales 75

Sales Marketing SaaS Construction 75

aircall

NOVEMBER 17, 2021

VoIP meant calls could be transmitted much like email or chat messages over the network. Cloud calling software, IP telephony, or simply “business phone systems” all describe VoIP services. Ask questions like: What’s the scope of phone use that’s typical across your organization today?

voip 62

voip Interactive Voice Response Self service CRM 62

ProProfs Blog

DECEMBER 6, 2019

But if your company has nothing to do with software, it does not need to offer support for its use either. The Harvard Business Review is of the opinion that customer service matters on all platforms. Take the example of a live chat plugin. So, why does the term customer support has such an inclination from everyone?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

ProProfs Blog

APRIL 26, 2019

Many eCommerce business owners ensure to use live chat for customer service so that all questions are resolved instantly. Their aim to add live chat and other support tools is to make sure that no customer leaves without getting an answer to their question. Instant Support With Live Chat Software.

Customer Support 68

Customer Support Brand ambassadors Marketing Advertising 68

JivoChat

JANUARY 17, 2021

Live chat support is the perfect online service tool for customers who want immediate help. Studies show that 41% of consumers prefer live chat , versus 32% who prefer phone support, 23% who prefer email support, and 3% who prefer social media support. What is Live Chat Support?

Best practices 52

Best practices CRM Customer Support Personalization 52

ProProfs Blog

JANUARY 17, 2019

On the contrary, research by Harvard Business Review proves that people spend upto 140% more if they get the best customer experience, meaning they become loyal to your brand. If customers are forced to repeat their problems again and again, they will end up giving bad reviews to the business. 3: Get a Customer Support Software.

Customer Service 84

Customer Service Chatbots Customer Support Feedback 84

JivoChat

JULY 14, 2021

By combining a knowledge base with how-to tutorials, and answers to frequently asked questions, organizations can automate the handling of many customer queries. Also known as customer self-service, this strategy helps people find the answers to their own questions, giving them the freedom to research products on their own terms.

Self service 52

Self service Chatbots B2B Customer centricity 52

Blueship Call Center

JULY 7, 2023

These media include phone calls, emails, mobile/SMS messaging, live chats, and even social media. For instance, online retailers must be accessible for customer assistance, questions, or complaints regardless of the buyer’s location or time zone. FAQs Q: What are outsourced customer care services?

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

aircall

JUNE 9, 2021

According to our 2021 E-Commerce report , we found that phone, email, and web chat were the most preferred channels, at 87%, 83%, and 72%. Customers can get detailed answers to their questions, easily ask follow-up questions, and have a more natural conversation. Email is another customer service channel that is here to stay.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

ProProfs Blog

DECEMBER 7, 2018

Brand promise- Be sure to live up to your Brand promise of two-day package delivery; otherwise it’s a classic case of overpromising and under delivering. This goes for chat or email as well. So ask them questions and try to understand which problems your solution can help them with. Let’s take a look at their advice below.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

Totango

AUGUST 23, 2022

Touchpoints also include occasions when clients interact with your software app in a SaaS context. Providing tutorial tips to answer customer questions and encourage greater product adoption. Blog content. Live chat and chatbots. Video chat. Quarterly business reviews. Delivering customer support.

B2B 115

B2B Journey mapping SaaS Engineering 115

Comm100

JANUARY 17, 2024

At its core, it involves using software, AI, and other digital tools to automate customer service processes, thereby enhancing efficiency and customer experience. This includes everything from answering frequently asked questions to routing customer inquiries to the appropriate department or agent.

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

JustCall

NOVEMBER 27, 2022

Let’s look at some of the major benefits for businesses using voice of the customer software: Service Improvement. According to Harvard Business Review , the product team at Porsche conducted extensive market research, polled potential buyers about every feature the car might have, and assessed their willingness to pay for it.

Feedback 52

Feedback Surveys Finance Marketing 52

ProProfs Blog

FEBRUARY 13, 2020

A question that every business is seeking an answer to. Live Chat & Customer Loyalty. 37% of respondents planned to tap their loyalty account through a retailer app, slightly behind the 49% who aimed to download mobile coupons and 46% who expected to look up reviews. Customer Loyalty & Retention.

Customer retention 164

Customer retention Sales B2B Marketing 164

Nicereply

JUNE 2, 2022

Social media channels are great since: almost everyone in the world uses them today, you can chat seamlessly with customers on social media. Do your customer service agents use a live chat knowledge base to answer customer inquiries? If so, does it reflect common customer questions? How To Track Social Media Mentions?

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

ProProfs Blog

SEPTEMBER 20, 2019

This reply from the airline operator raises the question – “why its customer service was available on Twitter only for limited hours, while the airline operated 24/7?”. Besides the strategic move of retaining your customers through effective referral systems, it is crucial to never miss on your customer questions and requests. .

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

ProProfs Blog

APRIL 28, 2020

Positive reviews that influence 90% of customers when purchasing a product from your brand. Revisit Previous Chat Transcripts. Now goals that you can actually set under this one can be like: Write knowledge base articles that you know your customers would likely click on when they open the chat window for support. Measurable.

Customer Service 140

Customer Service Metrics Education Customer effort 140

Nicereply

JULY 13, 2021

They have Edtech hardware and software components that sell to science classrooms for grades six and above. Dejero is a B2B company that sells a combination of hardware and software. Loom is a B2B and B2C video software company. Remotely accessing hardware or being able to replicate a software issue is increasingly valuable.

B2B 98

B2B B2C SaaS Technical Support 98

ProProfs Blog

JANUARY 7, 2020

But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”. So, the question remains that in spite of knowing the benefits of a positive customer service experience, why is it so hard to deliver it consistently? . And with it goes your revenue too. .

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

JivoChat

FEBRUARY 23, 2022

With an intuitive interface, and easy-to-use editor and publishing tools, CMS software can help you with that. . What Is a CMS Software? But, when using CMS software that isn’t necessary, since this type of software provides several features to create a template, use pre-built ones, and add content, for instance. .

Engineering 52

Engineering Analytics CRM Customer Support 52

Balto

AUGUST 3, 2022

Agents add the most value to their organization by letting customers know about incentives and asking for online reviews. The answers to these questions were predictive of success as measured by agent attrition, customer NPS, and customer CSAT scores. Get a Copy of the Report in Your Inbox. E.g., CSAT of 4/5 = 80/100. Answer Choices.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Nicereply

MARCH 6, 2023

And if you’ve ever worked with user reviews or in customer support , you’ll know that many customers have feedback that they are just dying to share! Must-have features of pop-up survey tools When you’re comparing pop-up survey software, it’s helpful to know the key features you should be looking for. Optimized for mobile.

Surveys 52

Surveys Feedback Enterprise Analytics 52

REVE Chat Blog

MARCH 4, 2020

You have to ask the right questions based on the needs or expectations of your leads to help them better. Improve sales conversions with live chat. Live chat helps to increase B2B lead generation by responding instantly to the queries and closing the sales faster. Qualify leads. Never take your leads for granted.

B2B 71

B2B Best practices CRM Sales 71

ProProfs Blog

APRIL 24, 2020

Other than these, you can also try using post-chat form , to capture valuable customer feedback once a chat comes to an end. There is a reason why 38% of Leading CX experts are currently using a live chat to deliver instant support, while 26% are planning to use one. Use a feedback button on your website.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123