CSM Magazine

JUNE 4, 2020

Sand Studio, a mobile device management (MDM) solution provider, today announced the release of a brand new remote support solution for business users, enabling a new and efficient way for customer support staff to solve both software and hardware issues using one unified application. It makes tracking and analytics much easier.

Customer Service 52

Customer Service Customer Support Enterprise Analytics 52

ProProfs Blog

AUGUST 24, 2018

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Take your customer relationships seriously. Walgreens’ Customer’s Health Scare. We’ve all been there.

Customer Service 111

Customer Service Management Accountability Marketing 111

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. Multilingual support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. Multilingual support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

CSM Magazine

JANUARY 23, 2023

About Sigma Connected Sigma Connected is a multi-award-winning Business Process Outsourcing (BPO) provider that specialises in outsourced (white-label) contact centre services, business process outsourcing, training and consultancy services, collections, complaints handling, customer services and vulnerable customer support services.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

24-7 InTouch

MARCH 15, 2023

Since 2011, the gaming industry’s market size has exploded from a respectable $38.62 Track Customer Satisfaction Customer satisfaction (CSAT) scores measure several key performance indicators (KPIs). Measuring CSAT scores will help you track product quality and consumer perceptions of customer service quality.

Customer Experience 52

Customer Experience outsourcing Metrics Customer Support 52

Talkdesk

JULY 20, 2016

Customer service has become the key differentiator between modern businesses. In today’s consumer landscape, companies can’t afford to provide anything less than stellar customer experiences. In the race to the top, many companies make mistakes in their provision of customer service.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

SharpenCX

AUGUST 19, 2020

Learn four (of the many) reasons we think Buffer sets an outstanding example for how to build the best customer service experience. They tout a customer-centric vision and values (and they have the action to back it up). They put the best customer service experience at the core of their business model from day one.

Customer Experience 67

Customer Experience Morale Customer centricity Customer Support 67

CSM Magazine

AUGUST 12, 2020

Businesses are no longer forced to choose between workflow efficiency and the customer experience—a risky decision given companies lose more than $62 billion annually due to poor customer service. The 20+ new features work across Intercom’s industry-leading Business Messenger and Inbox.

Enterprise 52

Enterprise Morale Personalization Metrics 52

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. Customer service was one of these areas. 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.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Customer Guru

MARCH 7, 2018

ShopClues.com was launched in 2011 via Facebook with a team size of 5. These areas, owing to the lack of good infrastructure, are harder to service than metros, and tier 1 areas. Radhika is passionate about empowering women to assume leadership roles within her organization as well within ShopClues?’ About ShopClues.

Advertising 61

Advertising Customer centricity Customer Experience Customer Support 61

CCNG

OCTOBER 19, 2022

(Gartner, 2022) Customer experience is a ‘significant’ or ‘critical’ priority for 69% of organizations. 77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). Improving the software in your call center can help create better experiences for both agents and customers. Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. Live chat for education also allows schools to stay on top of student support and recruitment by notifying agents when someone appears to need help. There’s a lot more where this came from!

Education 86

Education Wait times Personalization Surveys 86

bold360 Blog

NOVEMBER 25, 2019

It’s all eroding agent morale when they’re unable to meet customer expectations. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. She’s seen exponential growth, not only in LogMeIn’s products, but also in what customers already know when they reach out.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. To begin, let’s look at what omnichannel customer service is and how it works.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

delighted

APRIL 19, 2019

Transactional surveys get you down into the nitty-gritty by referencing a specific transaction or service used. You’ll gain immediate, actionable feedback on specific products or interaction touchpoints, such as the sales experience, customer support experience, or even your website experience. Transactional CES surveys.

Surveys 58

Surveys Customer Experience Feedback Metrics 58

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. Table of Contents.

Customer Service 72

Customer Service Chatbots Best practices Surveys 72

delighted

APRIL 19, 2019

Transactional surveys get you down into the nitty-gritty by referencing a specific transaction or service used. You’ll gain immediate, actionable feedback on specific products or interaction touchpoints, such as the sales experience, customer support experience, or even your website experience. Transactional CES surveys.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This ensures the highest level of consistency, speed, and quality of customer service.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

SmartKarrot

APRIL 13, 2020

This SaaS and cloud-based remote connectivity services giant has recorded a revenue of $1.2 Being one of the world’s top 10 SaaS companies, their products support tens of millions of daily users worldwide. Customer Support. billion in 2017. Sketch 63 promises to have better experiences for Cloud users in 2020.

SaaS 19

SaaS Engineering APIs Analytics 19

Babelforce

SEPTEMBER 5, 2023

Focused support. Customer service that understands the nuances of contact center. CX and CS Require Dedicated Tools Simply put, CX (customer experience) and CS (customer service) benefit big time from tailored tools. recorded in a 2011 study). Designed specifically for contact center needs.

CRM 52

CRM Contact Center Call Logging Technology 52

JustCall

AUGUST 10, 2022

Whether it is about setting up customer service call centers , employing remote workers, or expanding one’s business over language barriers & borders, there’s always a relevant and effective way to scale your business. A 2011 report revealed that about 74% of high-growth internet startups fail due to premature scaling.

CRM 52

CRM Advertising Sales outsourcing 52

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. Good customer service can prevent returns. Good customer service can prevent returns. He was looking forward to saving money with his new smart thermostat.

Surveys 107

Surveys Entertainment Self service Education 107

OctopusTech

MARCH 2, 2020

Since 2011, Octopus Tech has been helping companies stay agile in a dynamic world. We’re a leading call centre and web design outsourcing service in India committed to creating efficient solutions for our clients across the globe.

outsourcing 62

outsourcing B2B Feedback Marketing 62

Comm100

MARCH 27, 2023

Intercom Headquartered: San Francisco, California Founded: 2011 The focus of Intercom’s education chatbot solution is the student lifecycle, providing tools for recruitment and engagement Top benefits of Intercom include: Chatbots are built around scalable customer support, handling common education questions automatically.

Education 64

Education Chatbots Wait times Surveys 64

Inbenta

NOVEMBER 13, 2017

Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011. Voice recognition: The concept of computers which could understand our voice had been around for the 50 years or so before Apple’s Siri and Google both brought it into the mainstream. Interested in finding out more?

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

ProProfs Blog

JULY 30, 2021

Read more: Why Customer Service is Your New Marketing Strategy? Customers look for different things from a brand on social media: customer service , new product announcements, and so on. Netflix started out on a humble note in 1997 by renting out DVD discs to customers. Different Types of Brand Perception.

Surveys 167

Surveys Marketing Analytics Feedback 167

Amity

JUNE 8, 2016

This information makes it easier for account managers to bucket customers into segmented tiers and scout for cross-sell and upsell opportunities, but all that data rarely gets shared with the rest of the company. Remember how Netflix lost over 800,000 subscribers in a few months when they suddenly raised prices back in 2011?

CRM 67

CRM Journey mapping B2C Government 67

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Shep Hyken , Customer Service and Experience expert – hyken.com. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ProProfs Blog

JULY 19, 2019

The impact of the digital age on the customers’ decision making can be simplified down to: More options. More influence over other customers. For 96% of customers, customer service is important for brand loyalty. Understanding Customer Experience: The Customers’ Point-of-View. More switching power.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140