ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Users can consume your products/services without a browser, talk to a customer service agent, use your app during product research, and much more.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

delighted

AUGUST 4, 2023

Product leader Jessica Fain speaks of her time on the Core Product team at Slack and the importance of coming together as a team with a common mission. Jessica Fain, Product Leader By focusing on the empowered position to make changes for their users, the Core Product team could take these comments in stride.

Feedback 78

Feedback Management Surveys Personalization 78

Horizon CX

APRIL 1, 2020

As the story goes, three business executives had traveled from out of town to attend a conference, and at the end of the first day, they gathered in their hotel lobby and asked the concierge to recommend a good place to eat. Had they spoken with the concierge on the third night, they might have sought an alternative.

Advertising 59

Advertising Healthcare Customer Experience Personalization 59

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. When we call them, we know your services or products that could improve their lives. Was it in response to direct marketing or a product glitch? Yes, that’s 80%.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Blueship Call Center

DECEMBER 14, 2021

A variety of technologies are already in use in today’s contact centres to manage customer interactions, measure productivity, and much more. When customers are displeased with a product or service, they do not leave a Yelp review. Concierge-Style Services are on the rise. All of this is OK.

Call Center 40

Call Center outsourcing B2B Customer centricity 40

SmartKarrot

APRIL 26, 2023

Issues should be triaged and prioritised based on their seriousness and reported to the product/QA team. Inform the management team of your concerns so that the product can be improved. Conduct customer check-ins with a focus on conversion efficiency, feature uptake, and general product engagement.

Technical Support 19

Technical Support Accountability Metrics Management 19

Outsource Consultants

DECEMBER 21, 2023

And inbound call center providers are becoming far more savvy at accessory building and product upselling to satisfy consumer needs and hit key business goals. h a swhen customers inquire about Inbound agents can also help consumers navigate out-of-stock statuses by matching them to similar products that have more inventory.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

Up Your Service

MAY 3, 2017

Companies ahead of the curve recognize the critical role that customer service plays in winning people over, and the best travel and hospitality brands are stepping up their game with white-glove service and concierge contact centers to transform travelers from simply being loyal, to being proactive brand advocates.

Airlines 74

Airlines Scripts Call Center Transportation 74

teleopti

AUGUST 23, 2019

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Many contact centre leaders are obsessed with ‘productive time’ or occupancy. Embrace Artificial Intelligence (AI) to create your own WFM concierge.

Coaching 63

Coaching Morale Best practices Contact Center 63

GetFeedback

FEBRUARY 10, 2020

That’s when it got fun and became more than just a project that I was tasked with figuring out — CX impacts sales, marketing, product releases, pricing, data management, job descriptions. Our concierge kicks off the whole process by inputting visitation data into Salesforce, triggering the survey emails.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Hodusoft

APRIL 17, 2024

After the mass production of auto attendants began, all types and sizes of organizations used it to route incoming calls to the right agents. There is absolutely no doubt that auto attendants can enhance productivity. In 1982, the former engineer at Bell opened his own company to focus on inventions around auto attendants.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

ChurnZero

NOVEMBER 6, 2020

This is a a guest post by Ellie Peterson, Customer Concierge at Delighted. . As a Customer Concierge at Delighted , I spend most of my time talking to companies about their Customer Experience (CX) programs and how to improve them, and I’ve heard these questions from so many of them. But what does that NPS number really mean?

Benchmark 58

Benchmark Surveys Enterprise Analytics 58

Call Experts

NOVEMBER 17, 2022

Whether offering holiday products and services or simply a holiday promotion, a successful holiday customer service strategy will consider your customers’ seasonal needs. . With our concierge approach, you can choose a flexible program that fits the exact needs of your business. billion and $960.4

Customer Service 98

Customer Service outsourcing Sales Contact Center 98

CSM Magazine

FEBRUARY 12, 2024

Virtual reality (VR) lets customers step into a 3D world to solve problems or learn about products in a way that feels real. By seamlessly tracking visitor data and preferences, it ensures that virtual support teams can deliver tailored assistance, much like a concierge service for the digital realm.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

LiveChat

SEPTEMBER 19, 2018

Now, businesses can quickly deploy a Minimum Viable Product and acquire customers as they test and improve the product. This kind of “live feedback” from customers allows building a product they demand from the very beginning and get them closer to reaching the desired outcome. And that’s when customer success comes in.

SaaS 106

SaaS Management CRM Sales 106

Chip Bell

JANUARY 7, 2020

My family has a concierge doctor we pay an annual fee for world-class health care service. I’ll bet you my next vitamin pill, it will be about frontline relationships not about price, product or process. The drive-in typically took fifteen minutes. Go inside and get in line at the pharmacy and it took longer. He is awesome.

Personalization 49

Personalization Customer Service Customer Experience 49

PeopleMetrics

JANUARY 19, 2018

This market shift, combined with increasing government regulation, decreasing amounts of face-time with physicians, and a barrage of multi-million dollar lawsuits, has led forward-looking healthcare and pharmaceutical companies to begin shifting their focus away from products and more towards their ultimate customer – the patient.

Customer centricity 93

Customer centricity Healthcare Customer Experience Entertainment 93

bold360 Blog

OCTOBER 31, 2018

Proactive AI—AI-powered chatbots and virtual assistants that guide customers through their entire journey with relevant and timely content that can help them make purchasing decisions or simply get more information on a product or service. Ironically, it’s bots that are going to help bring it back.

Chatbots 76

Chatbots Wait times Engineering Personalization 76

DMG Consulting

JUNE 1, 2022

Intelligent virtual agents are demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers. These innovative solutions are omni-channel by design and deliver knowledgeable and proactive service, which is altering the market’s dynamics and cost structure.

Self service 48

Self service Consulting Consulting Enterprise 48

teleopti

AUGUST 13, 2019

Good for employees, managers and the overall business, real-time management holds five keys to success: Product service levels – real-time management can automatically find the right-skilled, available people to close service gaps in priority queues and reschedule the workforce during the day. Welcome to the future of bots.

Contact Center 71

Contact Center Chatbots Service level Time management 71

CSM Magazine

JUNE 17, 2020

The release is currently live in production with more than 100 clients globally who are using the platform to allow sales, marketing, and service agents to collaborate with customers in ways that were not previously possible.

Automotive 52

Automotive Banking Healthcare Chatbots 52

Eckoh

JANUARY 6, 2020

In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead – starting with a new breed of customer that's emerging. What will the Contact Center of the Future look like? To consider the Contact Center of the Future we must first consider the Customer of the Future.

Contact Center 52

Contact Center Banking Customer effort Technology 52

Quiq

MARCH 27, 2020

When agents are able to handle multiple conversations at the same time, in comparison to being on the phone with only one customer, they are being more efficient, which increases productivity and saves costs. Consumers are looking for answers fast and when you compare live chat to a phone call, there is no comparison.

Chatbots 53

Chatbots Sales Personalization Feedback 53

bold360 Blog

JUNE 5, 2019

It’s with this in mind that we are excited to introduce the new Bold360, AI-powered family of products! Engaging at the right time with the most relevant information, accelerates product selection and addresses buyer questions in real-time.

Chatbots 40

Chatbots Contact Center Customer Experience Technology 40

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. It covers 5 vendors in detail: [24]7.ai,

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

ChurnZero

JULY 19, 2022

Many businesses start their relationship with potential long-term customers with free trials for their product or services. Your free trial conversion rate is the percentage of free trial participants who convert to your paid product, all within a specified period of time. Remember: your product doesn’t sell itself.

SaaS 52

SaaS Feedback Personalization Upselling 52

The Center for Client Retention

JUNE 5, 2018

Basically, the customer’s eyes are focused on the product and the price. When a customer is looking a one site, another screen pops up with the similar product at a lower cost. It could be a cashier at a grocery store, the concierge at a hotel, the teller at the bank, etc. Look at the major issue with e-commerce.

Wireless 63

Wireless Accountability Banking B2B 63

DMG Consulting

MAY 21, 2020

Self-service solutions—the preferred way for consumers in the more advanced economies to obtain assistance—will experience a resurgence as AI-related technologies emerge that provide omni-channel concierge-level service. As these capabilities enhance the customer and agent experience and improve productivity, adoption will be swift.

Transportation 48

Transportation Contact Center Enterprise Self service 48

Jive

JANUARY 25, 2019

Legacy systems tether them to their desks, which means their productivity and ability to respond promptly is limited when they’re out viewing properties or in meetings. . Therefore, it makes sense to find a communications tool that empowers real estate agents to stay connected and productive while on the go.

voip 55

voip Real estate Construction CRM 55

CSM Magazine

NOVEMBER 19, 2018

Extrapolate forwards into 2019, and this style of consumer representation could quickly evolve to become a personal agent that is usable across a range of social media and customer engagement channels, serving as your own virtual assistant/concierge where needed – whether that’s booking a restaurant or renewing your car insurance.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

delighted

DECEMBER 14, 2020

According to a 2020 customer report from the research firm Walker, customer experience has and will continue to surpass both price and product in importance for business strategizing. It’s no surprise that understanding how your customers feel about your product, brand, or service is a key asset to a successful CX strategy.

Customer Experience 63

Customer Experience Benchmark Surveys Feedback 63

DMG Consulting

SEPTEMBER 12, 2019

Companies can improve the customer experience, better engage their employees and improve productivity by revamping their service organizations to optimize how customer inquiries and activities are addressed. and are designed to deliver concierge-style service. They are “game changers” for organizations and their customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Enterprise 48

Verint

AUGUST 7, 2017

Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Their telephone “concierges” were extremely polite and helped callers with simple fixes. And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook.

Management 27

Management Service level Contact Center Call Center 27

delighted

OCTOBER 11, 2021

This post is by Karl Barksdale, Customer Concierge at Delighted. For example, the emoji-like faces in the Product/Market Fit survey type make this 3-point scale so easy to follow that even your skimmers should be able to spot and select their preferred score at a glance. . This is the conventional wisdom.

Surveys 89

Surveys Feedback Advertising B2B 89

bold360 Blog

JULY 24, 2019

Dyson created a concierge AI bot that helped their line of hair care products provide more value to consumers. Their chatbot explains the product by acting as your personal stylist and will build you the right solution for your use case. This is only achievable when people come first, technology second.

Chatbots 40

Chatbots Engineering Technology Personalization 40

bold360 Blog

JUNE 18, 2020

You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. For some people, great CX has always been about that concierge, white-glove service that their customers are used to expecting, and that typically happens in person.

Customer Care 71

Customer Care Technology Personalization Education 71

DMG Consulting

JANUARY 3, 2020

Self-service solutions, which are the preferred way for consumers in the more advanced economies to obtain assistance, will experience a resurgence, as AI-related technologies emerge that provide omni-channel concierge-level service.

Transportation 48

Transportation Enterprise Contact Center Consulting 48