Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

OCTOBER 15, 2021

Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. The 4 pillars of a successful customer service strategy.

Accountability 124

Accountability Best practices Engineering Customer Service 124

Beyond Philosophy

FEBRUARY 22, 2018

For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? Poor Communication Leads to Unhappy Customers.

Consulting 326

Consulting Consulting Customer Experience 326

Zappix

APRIL 22, 2024

With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. Embracing Digital Communication Gone are the days of waiting on hold for minutes on end or playing phone tag with healthcare providers.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

Eptica

MARCH 5, 2021

Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. How can contact centres transform successfully?

Analytics 104

Analytics Marketing Customer Service Management 104

Eptica

MAY 7, 2021

Click here to read the full blog. Reducing incoming call volumes while increasing customer satisfaction. Click here to read the full blog. Tags: Unified Communications, Microsoft Teams, migrating to Teams Categories: Best Practice. Share this page on: Tweet.

Best practices 95

Best practices Management 95

Eptica

DECEMBER 11, 2020

Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Read the full blog post here on our parent company Enghouse Interactive’s blog. Why creating empathy in your customer service is so hard.

Best practices 66

Best practices Marketing Technology Customer Service 66

Eptica

FEBRUARY 5, 2021

Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service. Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site. Reviewing 2020 – our top blog posts from last year.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Beyond Philosophy

OCTOBER 26, 2023

For example, there should be a goal for the value you deliver to customers. Having that goal requires choosing your target customer and positioning your offer, determining the value it provides. It’s a way of creating and communicating value to your customers. Having a better brand might provide value to customers.

Banking 221

Banking Consulting Consulting Personalization 221

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. Customer challenges Today, most supermarkets and physical stores in India provide manual checkout at the checkout counter. In most stores, the checkout counter is different from the weighing counters, which adds to the friction in the customer purchase journey.

Engineering 102

Engineering Gamification Scripts Big data 102

Totango

MAY 31, 2022

Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met. At Totango, we understand that this ability to quickly and effectively gather and communicate information is at the heart of customer success – both internally and externally.

Accountability 83

Accountability Enterprise Metrics Management 83

Totango

APRIL 25, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Out-of-the-Box Functionality .

Best practices 86

Best practices Enterprise Accountability Marketing 86

Eptica

MARCH 20, 2020

To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future. Keep Your Customers Amazed. Read the full post here.

Best practices 72

Best practices Self service Marketing Technology 72

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%. Today, according to Zendesk, support teams that have the fastest resolution times and highest CSAT ratings are 42 percent more likely to be messaging with their customers.

Benchmark 52

Benchmark Analytics Banking Customer Support 52

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! Few (if any) outsource locations can compete with The Philippines on price tag. Despite plenty of English-speaking agents, offshore locations may struggle to meet the same standard of language and communication proficiency of LATAM/nearshore vendors. It’s not that simple. .

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

Eptica

OCTOBER 29, 2020

Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business. Key to profitability - how UK customer experience is changing over the long-term. Guest Post: Emotive CX for Customer Interaction. Share this page on: Tweet.

Customer centricity 56

Customer centricity Best practices Marketing Management 56

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. Customers pay for licenses upfront before they can use the product.

Accountability 98

Accountability SaaS Upselling Metrics 98

AWS Machine Learning

OCTOBER 2, 2023

The sample use case used for this series is a visual quality inspection solution that can detect defects on metal tags, which you can deploy as part of a manufacturing process. The custom inference component periodically runs the ML model with images from a local directory.

Engineering 92

Engineering APIs Management Enterprise 92

aircall

DECEMBER 3, 2021

The same can be said for brands when they’re communicating with customers. They can also offer customers options for how they want to contact a business. For many customers, their biggest wants include getting their problems solved and resolution speed. Chat delivers quick, convenient resolutions to customers.

Morale 62

Morale Sales Customer Experience Personalization 62

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. Both of these presentation details appeal to the Customer’s Subconscious Experience.

Construction 301

Construction Consulting Consulting Airlines 301

Wowdesk Blog

AUGUST 6, 2020

Your customers are the focal point of your business – it is important to keep them satisfied with your products/services. However, according to a customer service study, 62% of companies do not pay heed to customer emails which eventually turns opposite for them. . Why will a customer stick around then?

Customer Support 92

Customer Support Customer Service Sales Management 92

aircall

DECEMBER 16, 2022

The right cloud-based phone system for your customer support team can make or break a sale. With plenty of Justcall alternatives available on the market, finding the ideal cloud-based phone system for your customer support team can be quite a time-consuming process. Keep an eye on how your customer support team is doing.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

aircall

JANUARY 25, 2023

If your business relies on communicating with clients worldwide, Genesys can quickly become very expensive. Collaboration If your business is considering a cloud-based communication solution, it should consider the entire company. Many Genesys alternatives offer unlimited international calling. stars Pricing: Starting from $25.95

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

ProProfs Blog

APRIL 23, 2019

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. When you reply to customers on social media, you prove to them you take care.

Customer Support 100

Customer Support Chatbots Feedback Customer Service 100

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Government Construction 98

Nicereply

MARCH 15, 2022

A custom survey URL without Nicereply branding (all plans). Nicereply Surveys are designed for customer support and success teams. While most free online survey tools have limited capabilities, Nicereply surveys have been designed especially for the needs of customer support agents. You can categorize feedback with tags.

Surveys 52

Surveys Feedback Analytics Customer Support 52

VirtualPBX

AUGUST 20, 2020

If you’re in this boat, there’s one overwhelming reason you need a phone system for your internet business: customer preferences. Customers want choices for the ways they can reach your company. Expect a jump in personalization and a readiness for customers to reach you in the manner they prefer.

Chatbots 104

Chatbots APIs voip Enterprise 104

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Take your time and think about what your customers are saying.

Best practices 98

Best practices Feedback Management Surveys 98

JustCall

JUNE 26, 2023

In today’s digital age, communication has become more critical than ever before, and it is no different when it comes to the real estate industry. Real estate agents require efficient communication methods to keep in touch with leads, manage appointments and stay up-to-date with clients.

Real estate 52

Real estate Scripts Marketing Best practices 52

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. Over-the-phone customer service isn’t dead. What Is Digital Customer Service? And don’t worry.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

CustomerSuccessBox

AUGUST 1, 2019

Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer t o inform you that they will not be renewing their contract. How to define Customer Health? Who is this post for?

SaaS 74

SaaS B2B Accountability Metrics 74

JustCall

DECEMBER 23, 2022

In this blog, we will deep-dive to understand the auto dialer functionality. An auto dialer uses lists of phone numbers to automatically dial, leave messages, or request information from prospects or customers. This type of auto dialer allows agents to preview the information about a potential customer before the call is connected.

Scripts 52

Scripts CRM Sales Analytics 52

JustCall

APRIL 3, 2024

Nextiva is a business communications tool with auto dialing features for efficient outreach. RingCentral is a business communications platform offering auto dialing options for sales and support teams. JustCall JustCall’s Auto Dialer seamlessly automates tedious tasks, freeing up valuable time for sales and customer service teams.

Sales 52

Sales CRM Scripts APIs 52

aircall

DECEMBER 7, 2022

Built to help you streamline business communication, Nextiva is a VoIP solution that offers a connected experience through the phone, SMS, email, and chat. Let’s take a look at how these alternatives can help you make more calls, provide a stronger customer experience, and reach your goals. Time-saving capabilities. RingCentral.

Interactive Voice Response 62

Interactive Voice Response Call Logging voip Marketing 62

aircall

JANUARY 11, 2023

Although these are important features to consider, they shouldn’t overshadow the importance of improving and enhancing your customer support team. . 89% of consumers are more likely to make another purchase after a positive customer service experience. No one likes feeling like a broken record, especially not your customers.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

AWS Machine Learning

NOVEMBER 21, 2022

Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media. Fine-tune the pre-trained model on a custom dataset.

Scripts 72

Scripts Metrics APIs Healthcare 72

Momentum Telecom

JANUARY 29, 2021

Their memorable season inspired us to take a closer look at the similarities winning teams have in common – both on the field and in the realm of communications solutions. All the moving parts – from sales and support, to research and development – must work in sync if a product or service will score with customers.

Technology 98

Technology Consulting Consulting Sales 98