SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. Your customers do your marketing for you, spreading good words about your product and service.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Fonolo

MAY 3, 2023

The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. This feature displays data for each incoming call, including time before the customer abandoned the call. How Does Abandonment Rate Affect Customer Satisfaction? What is Call Abandonment Rate?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Global Response

DECEMBER 21, 2022

Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

CSM Magazine

MAY 16, 2018

A 2014 survey published by Deloitte exposed a glaring difference in perception between businesses and customers when it comes to Customer Experience (CX). The survey found that while an overwhelming 80% of businesses believed that they provided ‘superior’ customer experience, only 8% of customers felt the same about these companies.

Customer Experience 40

Customer Experience Metrics Surveys Marketing 40

JustCall

APRIL 12, 2023

Customer support Finally, consider the quality of customer support offered by the Gong alternative. Ensure that the vendor provides excellent support, such as documentation, training, and responsive customer service, in case you encounter any issues or need help with the software. Salesken SalesLoft Avoma Wingman 1.

Sales 52

Sales Coaching CRM Analytics 52

REVE Chat Blog

DECEMBER 5, 2019

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

Fonolo

AUGUST 6, 2013

Offer customers a call-back. Abandoned calls are one where a caller hangs up while waiting on hold for a customer support agent. It speaks directly to customer dissatisfaction and the negative impact it has on customer loyalty. If you’re not regularly reviewing call detail reports, you should be.

Abandon rate 102

Abandon rate Call Center Abandon Call Wait times 102