ProProfs Blog

DECEMBER 30, 2021

So how do you explore the depths of your target market and take your research to the next level? You can easily monitor the experience of existing as well as potential customers for positive business growth. You may now be tempted to learn more about market research surveys… You should be!

Surveys 78

Surveys Marketing Education Feedback 78

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. The first step is to assess where you are now and then make an action plan. What has it recently or in the past helped your company with? Here are some key insights. What was its purpose?

Gamification 83

Gamification Journey mapping Feedback Metrics 83

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.” Then it becomes reporting for the sake of reporting.

B2B 98

B2B Upselling Coaching Customer Support 98

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

ProProfs Blog

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. The more customers leave, the less your business grows. What Is the Customer Churn?

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

Spearline

JANUARY 25, 2022

According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world. What is customer churn? Qualitrics define customer churn as “when someone chooses to stop using your products or services.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Totango

AUGUST 5, 2022

A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key to effectively using this powerful customer success tool. A review of the client’s automation needs and technology tools. Set client goals.

B2B 83

B2B SaaS Journey mapping Sales 83

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 83

Analytics Feedback Metrics Surveys 83

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”.

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. Read further on why this structure can be beneficial when building out your ClientSuccess team! CSMs should have incentives for both meeting and exceeding their performance standards.

Management 87

Management Accountability Sales Upselling 87

ChurnZero

APRIL 15, 2022

Have you ever wondered how certain companies know exactly the right moments to reach out with an offer? Sometimes, the outreach is so spot-on and intuitive, you don’t even realize you’re being pitched. But knowing when customers are primed for expansion isn’t always obvious. Bad timing sticks out a mile.”.

Accountability 98

Accountability SaaS Upselling Metrics 98

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . You heard that right. You heard that right. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

Nicereply

JULY 28, 2022

Excellent cooperation between sales and customer service teams is essential for growing a business. The customer experience today is different from ten years ago. The relationship between the brand and the customer has to be transparent at every stage. The customers have control over how your brand is perceived on the internet.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

REVE Chat Blog

APRIL 29, 2020

Chatbot leads may be mountainous for small businesses but when designed and deployed in the right way, it could turn your business ROI high with no qualms. Every business has different chatbot use cases on how they can engage customers in a better way. Why chatbots are important for lead generation? Automate sales process.

Chatbots 119

Chatbots Education Real estate Healthcare 119

ProProfs Blog

OCTOBER 30, 2021

Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. User experience (UX) can make or break a brand identity. Source: UXPA.

Surveys 139

Surveys Best practices Construction Analytics 139

Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. This also leads to being more productive and efficient in your work.

Call Center 182

Call Center Management Scripts Coaching 182

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

MARCH 4, 2022

Though it sounds like the stuff of science fiction, we can assure you that a force field analysis has many practical applications that are firmly based in our current reality. When should you use a force field analysis? Define your objective. Identify driving forces. Identify restraining forces. Let’s get started.

Feedback 95

Feedback SaaS Personalization Management 95

ProProfs Blog

DECEMBER 22, 2020

Contrary to expectations, businesses had to adjust their process according to the advent of the internet and accommodate emails along with primary call support. Contrary to expectations, businesses had to adjust their process according to the advent of the internet and accommodate emails along with primary call support. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Sikorski's Think Abouts

MARCH 30, 2015

Key operations point for your Customer Care Center: Customer experience as your primary goal. Employees as your greatest asset. Service Savvy customers expect: Personalized service. Customer intimacy. Why innovation? Meeting the needs of your customers can only be achieved with a robust.

Contact Center 53

Contact Center Call Center Consulting Consulting 53

ProProfs Blog

JANUARY 23, 2020

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on. . But how to define customer value? What is Customer Value?

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

OctopusTech

MARCH 30, 2023

If you’ve ever been in the process of trying to sell a product or service, you may have heard the term “discovery call” thrown around. The goal is to gather as much information as possible about the client’s needs and to determine whether the salesperson’s product or service can help solve those needs.

Sales 62

Sales outsourcing Marketing Call Center 62

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment. quiz on Facebook.

Customer Service 140

Customer Service Construction Coaching Education 140

CustomerSuccessBox

APRIL 27, 2022

“ A lot of times, people don’t know what they want until you show them ”- Steve Jobs. So, having B2B SaaS upselling strategies is vital for your business growth. As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals.

Upselling 52

Upselling B2B SaaS Feedback 52

Global Response

JULY 10, 2023

The Philippines may be a popular call center location, but are they the right location for your call center? This has only grown since the Covid-19 pandemic both increased the desire and need for outsourcing, as well as the rise in work-from-home and remote working setups which has increased the number of BPO agents in the Philippines.

Call Center 62

Call Center outsourcing Technical Support Education 62

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

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. This leaves you with more uncertainty about CX than you had at the start of your research. . So hold on to your hats—you might actually learn something about CX today.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Spearline

OCTOBER 5, 2021

In-country number testing replicates your customers’ experience when dialing toll and toll-free (also known as freephone) numbers and flags problems immediately. Without in-country number testing, you will only discover a problem if a customer complains. However, research has shown that only 4% of customers complain 1.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Call Experts

SEPTEMBER 8, 2023

In the healthcare industry, a HIPAA-compliant answering service is your ultimate healthcare ally. For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service.

Answering services 52

Answering services Healthcare Call Center Education 52

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). If you are looking to build out your Client Success team, read these helpful tips here. .

Management 111

Management Upselling Sales Accountability 111

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. And you have probably come across tons of instances online where these terms are often used interchangeably. So, you think that they basically mean the same thing, right?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

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. Top Three Focuses.

Customer Care 98

Customer Care Transportation Government Construction 98