TeamSupport

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. What are the strategies employed by TeamSupport?

B2C 59

B2C B2B Enterprise CRM 59

Fonolo

MAY 16, 2019

The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. For most of its formative years, Zappos had minimal advertising, and the company grew mainly by word-of-mouth, and from the business of repeat customers. Zappos became Zappos because of the exquisite customer support it offered.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. A book about customer success and customer support 9. Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Instead of treating your idea portal as the only source of truth for customer needs, treat it as one of the inputs into your customer research process.

Engineering 52

Engineering Feedback Customer centricity Management 52

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

FEBRUARY 7, 2020

Some of the report’s highlights: Over 70% of customers desire a consistent experience across all communication channels. People resent telling the same story to different customer support agents. How can I improve customer service to attract and retain clients? Your customer service agents should be available 24/7.

Customer Service 52

Customer Service Interactive Voice Response Banking Customer Care 52

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support. So it’s no surprise CX leaders will continue to increase their investments in it this year.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

aircall

JANUARY 6, 2021

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. The Importance of Customer Support for Financial Services. Customer support services back up sales teams, building on relationships to ensure their customers are satisfied for the long term.

Sales 62

Sales Banking Call Center Upselling 62

Callminer

JANUARY 18, 2021

A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. “The nature of a call center operator’s job is very sensitive, as there is account information available every time they assist a customer.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN. They were tasked to deal with enquiries like these: A customer didn’t receive a shipment. A customer had an item held at customs.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Great customer service agents are able to understand when these unusual situations arise and are quick to come up with workarounds or other creative ways to still provide a great customer experience. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Comm100

DECEMBER 22, 2016

In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Interactive email will grow and improve the customer experience overall. Third Party Messaging Support Will Win You Fans.

Customer Service 34

Customer Service Benchmark Multichannel CRM 34