Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan. Becky Beach.

Management 273

Management Customer Experience Customer Service Coaching 273

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. Fortunately, customer satisfaction surveys are a tried and tested method of getting customer feedback. In fact, 41% of customer service teams say that CSAT is their “most important” performance metric.

Surveys 95

Surveys Feedback Benchmark Metrics 95

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template. You probably know this.

Feedback 94

Feedback Best practices Analytics Surveys 94

Global Response

OCTOBER 2, 2023

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. With so many places to contribute online, it can be tough to know where customers are even talking about your business.

Call Center 62

Call Center Management Airlines outsourcing 62

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? Your organization is doing its best with the resources it has. What else can you do? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? You can do the math easily for yourself. By Peg Ayers.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Experience 83

Customer Experience Journey mapping Customer Service Feedback 83

Solvvy

AUGUST 31, 2022

Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. Measuring customer satisfaction requires collecting data and calculating your CSAT.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. People who want to do even better. So far we’ve uncovered fantastic advice from two companies dedicated to delivering outstanding customer service.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. Ever been burned by a company’s support team?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

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. Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Enter automation. What is a Chatbot?

Chatbots 53

Chatbots Scripts Sales Personalization 53

Nicereply

APRIL 11, 2023

How can you create feedback forms your customers want to answer? Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. Without customer feedback, you’re in the dark. That might be your customers , stakeholders , or patients.

Best practices 52

Best practices Feedback Surveys Airlines 52

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

JivoChat

APRIL 24, 2023

However, with so many social media platforms to choose from, deciding which to use (and how to use them) can feel overwhelming. This is true for any business, but it’s a choice made even more difficult if you’re running a subscription business. This means developing a deep understanding of their interests, pain points, and behaviors.

Advertising 75

Advertising Feedback Marketing B2B 75

ChurnZero

SEPTEMBER 22, 2021

This is a guest blog post by Anita Toth, Chief Churn Crusher. 9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. Difficult customer conversations are hard. Having difficult conversations are a part of helping your customers succeed. Let’s face it. How to Avoid. How to Avoid.

Feedback 97

Feedback 97

ProProfs Blog

JANUARY 31, 2019

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit.

Best practices 129

Best practices Customer centricity Sales Feedback 129

Global Response

DECEMBER 21, 2023

Can help desk outsourcing really make a difference on customer satisfaction? Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. However, they tend to be more expensive than other models.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. Ask Your Customer What They Think. Customer Satisfaction Scoring.

Surveys 75

Surveys Contact Center Feedback CRM 75

Callminer

AUGUST 6, 2019

Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. That’s not to mention the number of software tools that integrate with the various call center software solutions.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Global Response

JULY 30, 2023

Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed up our workflows and operational efficiency? 24/7 customer support.

Chatbots 62

Chatbots Call Center Self service Personalization 62

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Morale 124

Morale Customer Service Scripts Personalization 124

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

ProProfs Blog

JUNE 5, 2020

That said, we all know that customers love asking questions, especially when they are about to make a purchase. But can a business owner ask questions to clients and customers? But can a business owner ask questions to clients and customers? You certainly can, but not as directly as the customers do.

Surveys 97

Surveys Feedback Marketing Personalization 97

Nicereply

JANUARY 11, 2023

A robust Voice of the Customer (VoC)strategy equips you with all the data you need to understand your customers better than ever before. Successful companies know their customers inside and out, while unsuccessful ones are flying blind. But knowing your customers isn’t something that happens overnight.

Education 52

Education Feedback Coaching Surveys 52

ProProfs Blog

DECEMBER 25, 2018

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with. Creating a Valuable Customer Survey. What happened?

Surveys 95

Surveys Abandon rate Customer centricity Customer Support 95

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. Think of this content piece as the starting line of your CX journey—here you’ll find straightforward answers to the most popular questions. What is customer experience? This one’s easy.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Nicereply

APRIL 3, 2020

But tough customer conversations can be just that – tough. In customer service, you’re bound to come across a difficult situation or two. Angry, difficult and dissatisfied customers aren’t necessarily a reflection on how well your business is run (because people are, well, people). Silence Your Judgements.

Morale 101

Morale Customer Support Customer retention Personalization 101

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Nicereply

APRIL 16, 2020

Feel free to tweak these templates slightly, but above anything else, make sure that each of your responses puts the customer first. Some journalists have gone so far as to call Terms and Conditions the biggest lie in technology. Neither are customer complaints. Responding to Customers Who Violate Your Terms of Service.

Feedback 52

Feedback Accountability Technology Personalization 52

ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. When do you need to reassign a CSM’s book of business? The best thing you can do is be prepared with a plan.

CRM 98

CRM Accountability Construction Feedback 98

Global Response

MARCH 16, 2023

In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. Which Customer Service Techniques Matter Most?

Customer Service 62

Customer Service outsourcing Technical Support Scripts 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. The Do’s. #1. When customers share their story, they’re not just sharing pain points.

Customer Support 100

Customer Support Chatbots Feedback Customer Service 100

OctopusTech

SEPTEMBER 9, 2023

Have you ever dialed a customer support number and found that the person at the other end lives halfway across the globe? Do you know that call center outsourcing services are one of the top choices of developing countries like Europe and America? Read more to get some surprising benefits and drawbacks of it.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Nicereply

MARCH 27, 2023

Learn how to set goals for your customer service team so you can retain more, churn less, increase loyalty, and drive greater customer satisfaction. The right goals for customer service can make or break your relationship with your customer. Without satisfied customers, you’ll be dead in the water.

Customer Service 52

Customer Service Customer advocacy Wait times Customer retention 52

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59