Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Finding interesting blog content should be easy. You can now subscribe to the MindTouch blog from the homepage, or at the bottom of any individual post.

Real estate 48

Real estate Self service Management 48

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot? 1 AI-based Chatbots.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Eptica

SEPTEMBER 12, 2022

Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI.

Chatbots 125

Chatbots Best practices Marketing Management 125

Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization.

Personalization 189

Personalization Customer Service Customer Experience 189

Nicereply

AUGUST 5, 2021

In this post, we explore one of the best features we introduced last week in our Rating Feed BETA release – Rating Tags. We probably don’t need to explain how the tags work in social media or other digital platforms. Let’s have a closer look at Nicereply rating tags feature. Are tags really so useful to me?

Feedback 98

Feedback Surveys Accountability Management 98

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples.

Best practices 79

Best practices APIs Transportation Personalization 79

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. 9 reasons to embrace messaging for customer service.

Best practices 126

Best practices Self service Metrics Customer Service 126

Nicereply

JULY 19, 2021

Nicereply released a brand new Rating Feed that will provide a comprehensive view of all your customer feedback in one place. The updated feed is packed with several exciting features such as updated appearance, filters, rating detail, rating management options, new scale visuals, rating tags & much more. Rating tags.

Feedback 98

Feedback Surveys Metrics Customer effort 98

Eptica

AUGUST 19, 2022

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. Published on: August 19, 2022.

Best practices 106

Best practices B2B Metrics Management 106

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Published on: January 17, 2022.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

Eptica

OCTOBER 29, 2021

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges? Published on: October 29, 2021.

Customer Service 127

Customer Service Best practices Management 127

aircall

AUGUST 11, 2021

Whichever one you choose, it’s important to prioritize call recording software that helps you to improve the customer experience. Not only will your customer service team use the software, but other departments will also use it to record internal calls. Call Tagging. Good customer support begins by listening to your customers.

Technology 114

Technology call center software Customer centricity Call Center 114

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. Preparing for future customer service challenges. billion between now and 2025.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. Focusing on the customer’s safety. Focus On the Customer’s Safety.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice. Published on: February 19, 2021.

Customer Service 104

Customer Service Best practices Technology Management 104

Beyond Philosophy

SEPTEMBER 21, 2023

When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation. Surprisingly, many non-number factors have a lot more sway for customers. There’s a famous story about the first Home Depot. The first is Everyday Low pricing, and the other is High/Low pricing.

Construction 221

Construction Marketing Personalization Management 221

Beyond Philosophy

AUGUST 12, 2021

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. If only Apple made cars…. The Halo Shines on ALL the Experiences You Provide.

Consulting 221

Consulting Consulting Management Customer Experience 221

Eptica

JULY 1, 2022

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Author: Pauline Ashenden - Demand Generation Manager The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues.

B2B 71

B2B B2C Customer Service Best practices 71

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision. Preparing for future customer service challenges.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

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

Eptica

JULY 8, 2022

Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy. Share this page on: Tweet.

Management 71

Management Best practices B2B Customer Service 71

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Interaction Metrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it. Tagging is tagging.

B2B 48

B2B Customer Experience Chatbots Feedback 48

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. These are examples of things that need to come first. It’s a way of creating and communicating value to your customers.

Banking 221

Banking Consulting Consulting Personalization 221

JivoChat

MAY 5, 2022

It will help you to know how to create content that will be seen as relevant by the search engines, and, consequently, rank in the first position for the keywords that you are aiming at. . Title tags. If we are talking about an ecommerce website, you can gain a lot of qualified leads, who have the potential to become customers. .

Engineering 75

Engineering Analytics Marketing Personalization 75

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future? Published on: September 16, 2020.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Nicereply

SEPTEMBER 16, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors. Sid shares with us how these insights get Support a seat at the table to help shape the Customer Experience.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

Playvox

JUNE 15, 2022

Every single support leader has either just finished a significant tagging overhaul or is slowly coming to realize that they need to do one. Tags can be the bane of many support teams’ existences — especially if they do the process manually. The first and most important way that they can do this is with feature requests.

Engineering 52

Engineering Education Accountability Marketing 52

Beyond Philosophy

SEPTEMBER 7, 2023

Understanding how customers evaluate pricing can help you correctly price your products or services. However, before we delve deeper into that, let’s first cover the three different consumer psychology theories about how customers evaluate pricing. Sale prices do, too. Speak to Colin and find out more. Click here !

Advertising 221

Advertising Education Sales Marketing 221

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

Totango

MAY 20, 2020

I am happy to introduce more exciting features and functionalities as part of Belize: Write-Back Functionality Now Available with Customer Data Hub. We know you have probably integrated data from multiple data sources to create a complete view of your customers. Stream Account & User Tag Information Using Customer Data Hub API.

APIs 62

APIs CRM Best practices Accountability 62

aircall

JULY 25, 2022

Number and Duration of Calls Per Tag. This is why you can personalize your tags according to the classification that is the most relevant to your business: according to the type of calls (discovery, demo, etc.) Is there a time slot that works best with customers? or strategic priorities (SMB, big accounts, etc.).

Metrics 62

Metrics Sales Management Accountability 62

AWS Machine Learning

MAY 5, 2023

A retail company is building a mobile app to help customers buy clothes. You see an opportunity here: if you can identify good outfits, you can use this to recommend new articles of clothing that complement the clothing a customer already owns. First, however, you need to identify what type of clothing the user is capturing.

Engineering 75

Engineering Feedback Marketing Management 75

Eptica

NOVEMBER 6, 2020

Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. What does this mean for customer service and how can companies prepare? Share this page on: Tweet.

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

Lumoa

NOVEMBER 3, 2022

For a while now, Lumoa has offered a way to close the loop with your customers by using the Events page. The post Product News – November 2022 appeared first on Lumoa. This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in. Hint: its a feature, not a bug.

Analytics 83

Analytics Feedback Accountability Marketing 83