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. Create Feedback Loops.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. 66% of respondents had a serious problem with a product or service over the previous year. Nearly 2/3 of respondents said they felt rage.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

AWS Machine Learning

FEBRUARY 13, 2024

For example, in an application that recommends a music playlist, features could include song ratings, listening duration, and listener demographics. For example, the analytics team may curate features like customer profile, transaction history, and product catalogs in a central management account.

Accountability 103

Accountability Government Engineering Scripts 103

VHT

SEPTEMBER 13, 2018

If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone. In fact, Gartner reports 81% of company leaders predict they’ll compete primarily on customer experience in the near future, but only 22% have claimed to create an experience that exceeds customer expectations. Omni-channel.

Customer Experience 87

Customer Experience Calibration Telecommunications Analytics 87

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. According to CX Solutions, for every customer complaint there are 26 other unhappy customers that have remained silent.

SaaS 45

SaaS Metrics Surveys Personalization 45

JustCall

APRIL 12, 2023

Conversation Intelligence Software has gained momentum over the years, and the first tool that comes to mind is Gong. Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. However, post-pandemic many Gong competitors have come to the fore.

Sales 52

Sales Coaching CRM Analytics 52

Education Services Group

MAY 9, 2019

Freemium SaaS models — where the lowest service tier is free and additional features come with a monthly or yearly cost — dominate the software landscape. For freemium to work, at least some portion of the people who try out the free version have to make the leap to the upgraded, paid tier of the software. We have some pointers.

SaaS 53

SaaS Technology Accountability Sales 53

Fonolo

MAY 3, 2023

Reducing abandonment rates is a primary benefit of our call-back software and we’ve helped dozens of companies improve their KPIs by solving their abandonment rate problems. 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.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Comm100

AUGUST 8, 2019

That will never be the case – even hundreds of years in the future, AIs will never be able to provide service that’s full of wisdom, empathy and, well, humanity. Before we dive in too deep, it’s important to understand what AI is, how it works, and what it does in the context of customer experience. What is AI?

Chatbots 46

Chatbots Contact Center Customer centricity Technology 46

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. By contrast, online service is quite new. Lack of responsiveness.

Accountability 40

Accountability Wait times Self service Technology 40

SmartKarrot

FEBRUARY 11, 2022

For every SaaS (Software as a Service) company, it is imperative to ensure that all customers derive benefits from their product. The ultimate objective is to enable customers to achieve their promised value as they use their product. . This is where the SaaS (Software as a Service) activation rate comes into the picture.

SaaS 11

SaaS Feedback Benchmark Analytics 11

Fonolo

AUGUST 6, 2013

It’s a primary benefit of our call-back software (and we’re proud of it) so you’ll forgive us for making this piece detailed… a round-up of what we’ll be covering today so you can skip the bits you already know. Offer customers a call-back. UPDATED JANUARY 2020. What’s an abandoned call?

Abandon rate 102

Abandon rate Call Center Abandon Call Wait times 102

SmartKarrot

JANUARY 20, 2022

Software-as-a-Service (SaaS) businesses use a cloud-based technology distribution model to deliver software. TransferWise, a well-known FinTech company in the UK, is an online money transfer service that allows users to send and receive money abroad. The service is up to eight times cheaper as compared to bank transfers.

SaaS 10

SaaS Advertising B2B Transportation 10

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience.

Customer retention 21

Customer retention Consulting Consulting Marketing 21