Nicereply

DECEMBER 28, 2021

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Nicereply

JANUARY 27, 2022

Content Pie from Nicereply is content in short form that offers value and actionable tips on the spot. Today we will go through 12 things to do to improve your customer support in 2022. Rather than focusing on everything all at once, we’ve curated a list of tips that you can focus on monthly. Develop a positive attitude.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

Nicereply

SEPTEMBER 9, 2019

Going beyond channels through changes to your products and services will make support easier to access, reduce customer effort, and allow you to resolve tickets faster. When support leaders are asked “how do you support your customers?” Use your data. A Significant Opportunity.

Customer Support 65

Customer Support SaaS Customer effort Customer centricity 65

Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

Nicereply

SEPTEMBER 22, 2022

We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction. What makes a customer experience an outstanding experience?

Customer Experience 72

Customer Experience Multi-channel support Customer effort Customer Support 72

Nicereply

DECEMBER 14, 2022

Artificial intelligence and chatbots can help to automate repetitive tasks , so as to free up your customer support team to focus on more complex issues. Podcast tip: Customer Experience Leaders Chat is where we talk to support professionals from all over the world. What is AI good for?

Chatbots 52

Chatbots Customer effort Customer Support Customer Service 52

Mindtouch

SEPTEMBER 27, 2018

View the video below to check out our recent interview with Anthony and learn some of his tips for onboarding new customers. Anthony’s interactions with customers are limited, but multiple customers have explicitly commented on the attentive service Anthony provides during a brand engagement. Read Keri's Story.

Self service 48

Self service Customer effort Feedback Marketing 48

aircall

NOVEMBER 4, 2016

This feature increases customer satisfaction by saving the customer time and frustration. Click-to-call: Adding a click-to-call button lets customers with their own CTI to call without having to dial your number. By saving your customers effort, you can increase their overall user experience. Consider your needs.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. Customer Effort Score is a great way to do this.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

GetFeedback

OCTOBER 22, 2018

Here are two very effective (and often overlooked) ways to predict customer retention. Measure customer effort, not customer satisfaction. This is especially true for customer support. These ideas are just the tip of the iceberg. The fewer the hassle, the higher the retention rate.

Customer retention 90

Customer retention Surveys Customer effort Best practices 90

delighted

MAY 31, 2019

Doesn’t dig into why customers choose a specific rating. Rating scale tips. Use this scale to find out what customers and clients think or feel about products, services, websites, advertising, or other aspects of your business. The Customer Effort Score survey , or CES survey, is a great example of a rating scale survey.

Surveys 46

Surveys Feedback Advertising Best practices 46

Customer Service Life

SEPTEMBER 21, 2017

For quality, be sure to balance between your internal quality assurance process and the customer’s point of view, which will typically be Customer Satisfaction, Net Promoter Score, Customer Effort, or some blend of the three. A bonus piece of advice.

Customer Service 68

Customer Service voip Metrics Marketing 68

delighted

MAY 31, 2019

Doesn’t dig into why customers choose a specific rating. Rating scale tips. Use this scale to find out what customers and clients think or feel about products, services, websites, advertising, or other aspects of your business. The Customer Effort Score survey , or CES survey, is a great example of a rating scale survey.

Surveys 42

Surveys Feedback Advertising Best practices 42

Nicereply

JULY 31, 2023

A customer satisfaction survey is a list of one or more questions organizations use to get feedback from customers about their product or service. These surveys can ask about specific features, the customer support experience, or any other area of the business. Don’t do it, and you risk losing customers along the way.

Surveys 98

Surveys Feedback Customer Support Wireless 98

delighted

FEBRUARY 16, 2023

Since acquiring a new customer can cost 7x more than retaining an existing customer, focusing on long-term customer success is crucial for growing businesses. In this post, we’ll cover: What is customer success? Customer support (or customer service ) involves working on the front lines with customers.

Customer retention 52

Customer retention Metrics Feedback Accountability 52

Nicereply

MAY 22, 2023

Social media support is an essential part of customer satisfaction strategy for many companies. The key to a successful social media strategy lies in providing customer support through all available channels. Furthermore, providing excellent service can boost customer satisfaction and increase brand loyalty.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. This is the kind of thing that creates CX legends. You’ll smile.

Customer Service 65

Customer Service Best practices Metrics Customer effort 65

aircall

NOVEMBER 4, 2016

This feature increases customer satisfaction by saving the customer time and frustration. Click-to-call: Adding a click-to-call button lets customers with their own CTI to call without having to dial your number. By saving your customers effort, you can increase their overall user experience. Consider your needs.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

JustCall

APRIL 3, 2023

The takeaway: In summary, customer experience is important because it can drive customer loyalty, increase revenue, and enhance a brand’s reputation, among other benefits. How to Improve Customer Experience? Pro tip: Encourage employees to put themselves in the customer’s shoes to understand their needs better.

Customer Experience 40

Customer Experience Journey mapping Surveys Feedback 40

JustCall

MARCH 6, 2023

10 Benefits of Customer Journey Analytics 1. How to Use Customer Journey Analytics Tools? Tip #2: Integrate Data from Multiple Sources Customer journey analytics tools should be able to integrate data from a variety of sources, including website analytics, customer support interactions, and marketing automation tools.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

aircall

SEPTEMBER 20, 2022

In this article, we cover why investing in your customer experience is a solid strategy in slower times and offer a couple of tips you can use to improve your customer experience. Good customer experience drives revenue. Multiple departments benefit from positive customer experiences. Listen and take action.

Customer Experience 71

Customer Experience Self service Marketing Personalization 71

Nicereply

JULY 31, 2023

A customer satisfaction survey is a list of one or more questions organizations use to get feedback from customers about their product or service. These surveys can ask about specific features, the customer support experience, or any other area of the business. Don’t do it, and you risk losing customers along the way.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

ProProfs Blog

APRIL 28, 2020

Consider Common Customer Challenges. Monitor Customer Service Metric Levels. How to Set Measurable Customer Service Goals. Customer Satisfaction Score (CSAT). Customer Effort Score (CES). How to Make Sure You Reach Your Measurable Customer Service Goals. Treat Every Customer With Complete Attention.

Customer Service 140

Customer Service Metrics Education Customer effort 140

Babelforce

NOVEMBER 18, 2021

Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. In this article, we’ll explore what makes Amazon’s support so great. We’ll also provide tips you can use to compete with them. To Compete With Amazon’s Customer Support, You Must Understand Why It’s So Good.

Customer Service 52

Customer Service Self service Contact Center Interactive Voice Response 52

Kayako

MAY 18, 2017

Imagine a world where reply time, a pillar of customer support metrics, wasn’t the critical factor — but it was customer context? You’ve contacted their support team with your problem. Why is context missing from customer support journeys? Asking the customer less. And not just a few leave!

Customer Support 89

Customer Support Metrics Engineering Personalization 89

TechSee

JANUARY 18, 2021

Visual assistance in contact centers bridges the visual gap between customers and contact centers. Remote agents can see what their customers see through their smartphone cameras, and visually guide them to resolutions. Collaboration is key. Visual assistance is the key to enable this collaboration.

Customer Service 109

Customer Service Scripts Contact Center Consulting 109

Mindtouch

APRIL 5, 2018

Chatbots are, and will remain, a big part of self-service customer support. Herein lies the competitive advantage of deploying chatbots : if the people coming to you for self-service prefer chat, you have an inherent opportunity to reduce support costs, decrease response time for cases, and lower customer effort overall.

Chatbots 60

Chatbots Self service Customer Support Customer effort 60

REVE Chat Blog

APRIL 8, 2020

Customer service satisfaction is measured by understanding how your customers interact with your brand and collecting their feedback through surveys using different channels. How improving customer satisfaction is significant for your business? . Let’s get started on understanding the ways to increase customer satisfaction.

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. NPS Pros – There is no better metric for benchmarking data…across industries, historical timelines, and geographic regions.There is still no better metric for the overall Customer Experience.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

Monet Software

JULY 30, 2019

We’re even giving out a few tips to make them better. Service Level: Service level refers to the percentage of calls being answered within a given time frame and measures the overall performance of how accessible your service is for customers. Earning customer loyalty takes time but can be destroyed in seconds.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

TechSee

MAY 29, 2018

If you follow the link at the end of each paragraph, you can download the complete guide for each of the KPIs, including an in-depth analysis, tips and real statistics about the impact visual engagement has on each of them. Customer Service KPI #1 – NPS (Net Promoter Score). Higher agent engagement. Enhanced agent knowledge.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Mindtouch

MAY 14, 2018

Question is, what part of the customer experience is creating neutral or negative NPS scores? For more tips, read our guide to what Knowledge Managers get wrong about NPS score. Customer Effort Score (CES). Loyal customers become brand advocates, product experts, and—most importantly—they renew. Mikael Blaisdell.

Customer retention 66

Customer retention Customer effort SaaS Metrics 66

Playvox

FEBRUARY 13, 2023

It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Quiq

MARCH 31, 2022

But focusing on customer retention strategies will help your e-commerce business keep customers happy and revenue high. In this guide, we’ll deep dive into customer retention and provide tips on how to improve it. What is customer retention? Customer service and customer retention are intertwined.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

GetFeedback

JANUARY 24, 2019

Today’s customers have high expectations for support. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Here I’ll share the top 5 customer support tools that you need for your team.

Customer Experience 84

Customer Experience Self service CRM Analytics 84