Totango

FEBRUARY 25, 2020

Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. What is the Difference Between Customer Success vs. Customer Service?

Customer Service 101

Customer Service Best practices Enterprise Accountability 101

Quiq

FEBRUARY 23, 2023

Business text messaging is a great way to communicate with customers on their terms in their own messaging app. Customer service is complex on its own, so taking it to a new medium only makes it harder. So customers generally expect quick responses during a text conversation. Customer service?

Interactive Voice Response 77

Interactive Voice Response Construction Customer Service Customer Support 77

Callminer

SEPTEMBER 14, 2020

Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.

Call Center 182

Call Center Analytics First call resolution Metrics 182

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer retention 52

Customer retention Metrics Feedback Accountability 52

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Lost passwords.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Nicereply

JUNE 29, 2021

How do you know if you or your customer service team have mastered critical thinking skills? Critical thinking refers to the process of analyzing information to get the best answer to a question or problem. Looks like a must-have for customer service representatives, don’t you agree?

Customer Service 119

Customer Service Personalization Customer effort Metrics 119

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Analytics 94

Analytics Feedback Banking Surveys 94

TechSee

AUGUST 26, 2020

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent.

Self service 124

Self service Customer effort Multichannel Metrics 124

ProProfs Blog

OCTOBER 13, 2020

When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? And instant contact for help is just one side of the story.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

ProProfs Blog

APRIL 30, 2019

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Can journey mapping be used as a tool?

Customer centricity 153

Customer centricity Journey mapping Chatbots Customer Support 153

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

OctopusTech

FEBRUARY 14, 2023

Companies worldwide focus on customer service to fulfill their client’s needs. If you want to put focus on your core business, handling all office functions on your own will never give you a proper result. which helps the agencies to offer customer service to companies across different countries and for different customers.

outsourcing 62

outsourcing Call Center Government Contact Center 62

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. How can you ensure continuous improvement in your customer service team? Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

ProProfs Blog

JANUARY 28, 2021

If you search the web, you’ll find valuable studies and statistics on customer satisfaction. Those can help you shed light on your own customers’ behavior and understand some of their needs or struggles. But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them.

Feedback 148

Feedback Surveys Customer Support Sales 148

HGS

JUNE 28, 2018

Assessing Your Outsourcing Services Maturity. In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans. Goals, methods, processes, roles and responsibilities have to be clearly defined.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Quiq

SEPTEMBER 30, 2022

Do you know what your customer journey looks like? Back before the ubiquity of online shopping (we like to call it the stone age), the customer journey was fairly simple. Now, the customer journey is much more complex, and customer mapping needs to be an even bigger part of your marketing and sales processes.

Journey mapping 82

Journey mapping Sales Scripts Chatbots 82

Global Response

DECEMBER 5, 2022

Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. While CS is only part of the larger customer experience (CX) system, it requires understanding the human nuance of your customers’ interactions and communication—their unique challenges and pain points.

B2B 62

B2B Customer Service B2C Multichannel 62

ProProfs Blog

APRIL 15, 2020

To top these complex terms are processes, frameworks, tools, and acronyms. Among these floating terms, one that has found prominence in recent times is ITIL problem management. That’s because the goal of the IT service desk professionals is to constantly support and deliver exemplary service experience to all their users.

Management 99

Management Technical Support Accountability Best practices 99

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

APRIL 5, 2023

When selecting a cloud-based business phone system, its features and problem-solving capabilities do matter a lot. User Interface Comparison First things first, let’s start with the first impressions of JustCall vs. Dialpad to see how the two compare. Customers can get virtual phone numbers in 70+ countries.

call center software 52

call center software Call Center Interactive Voice Response Enterprise 52

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Support 98

Customer Support Education Metrics Accountability 98

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople also gain a lot of credibility with their customers.

Sales 126

Sales Coaching B2B Personalization 126

Netomi

AUGUST 31, 2022

At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. What is a customer service KPI dashboard?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

Global Response

DECEMBER 12, 2022

Customer satisfaction can feel elusive, but it’s essential for brands who want to grow, retain customers and solidify brand loyalty. The data speaks for itself: 81% of customers say a positive customer service experience increases the likelihood that they’ll make another purchase. Not convinced yet?

Average Handle Time 62

Average Handle Time Metrics Benchmark Surveys 62

JustCall

APRIL 5, 2023

With countless options available in the market today – all rich with utilitarian features and value-added services – it can be tough to make a selection. JustCall vs 8×8 is just another one of such conundrums where the long list of features and functionalities makes it difficult to tell which solution is right for you.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

Babelforce

MARCH 10, 2021

I contacted the bank using the in-app messaging service while on the runway, alerting them to the issue. When the first plane landed, I logged into my email to see a confirmation that the company was looking at the problem. By the time my second flight landed, I had another email explaining that the problem was solved.

Customer Support 52

Customer Support Multichannel Interactive Voice Response Banking 52

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

AWS Machine Learning

NOVEMBER 10, 2022

Remaining on the cutting edge of customer satisfaction requires constant focus and innovation. Building a data science team from scratch is a great investment, but takes time, and often there are opportunities to create immediate business impact with AWS AI services. Overview of solution: Rekognition Custom Labels.

Accountability 68

Accountability APIs Enterprise Marketing 68

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Quadient

OCTOBER 10, 2022

From Volume to Value: Switching Customer Communication KPIs. When I talk to our CXM customers, one of the most prevalent issues they face is persuading their colleagues to invest in communications transformation. Communications affect the whole company, but each department often only owns one element. Marissa Feigen.

Banking 52

Banking Average Handle Time Technology Contact Center 52

REVE Chat Blog

APRIL 27, 2020

Many businesses face the challenges of understanding customer insights about their behavior or sentiments. They have a negligible idea about how the discovery happened and what are the customer actions across multiple interactions with your brand so that you can have better consistent engagement. What is omnichannel strategy? .

Multichannel 68

Multichannel Analytics Customer retention Marketing 68

REVE Chat Blog

JUNE 10, 2020

Customer expectations are changing and businesses need to adapt through digital transformation to understand the customers and their journey. Customer experience is now becoming the key differentiating factor of customers’ decision making process. What is omnichannel customer experience (CX)?

Customer Experience 75

Customer Experience Journey mapping Self service Multichannel 75

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision.

outsourcing 52

outsourcing B2B SaaS Feedback 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Support 65

Customer Support SaaS B2B Technology 65

OctopusTech

SEPTEMBER 1, 2023

Website is one of the most important things your prospects would want to explore before making any purchase of goods and services from your company and is also a great inbound marketing strategy. Your solution to all these problems is to opt for a website redesign process. years or 18 to 30 months. What is a Website Redesign?

Engineering 62

Engineering Abandon rate APIs Marketing 62