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. About Sand Studio.

Customer Service 52

Customer Service Customer Support Enterprise Analytics 52

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

NOVEMBER 21, 2019

by Gabriel Holota, who works there as a Customer Support Manager. We stumbled upon it when talking with Gabriel and thought it might be of interest to the rest of our readers and customers. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then.

Gamification 75

Gamification Surveys Feedback Customer Support 75

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%). Provide a seamless customer experience. Find creative ways to ask for feedback. Reward customers for their feedback.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Talkdesk

JULY 20, 2016

Mistake 2: Providing agents with the wrong feedback. Even the most stellar hire will make a few customer service mistakes. They may use the wrong language with customers, transfer cases to the wrong person or provide the wrong answer to a question. Just saying the words is not enough to instill it into your culture.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

delighted

APRIL 19, 2019

Sent on a regular schedule, NPS surveys generate a metric you can monitor over time to ensure your company is delivering a continually improving customer experience. Relationship surveys are focused on surfacing feedback related to the overall customer experience. NPS is relevant for any industry. This is by design.

Surveys 59

Surveys Customer Experience Feedback Metrics 59

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

delighted

APRIL 19, 2019

Sent on a regular schedule, NPS surveys generate a metric you can monitor over time to ensure your company is delivering a continually improving customer experience. Relationship surveys are focused on surfacing feedback related to the overall customer experience. NPS is relevant for any industry. This is by design.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Comm100

FEBRUARY 1, 2023

By delivering fast and convenient support, Cambrian College has boosted enrollment and is looking to expand live chat across other departments. out of 5 CSAT score, and positive feedback from live chat engagements that feel personal and genuine. Among the best features is a dedicated app marketplace with custom integrations.

Education 86

Education Wait times Personalization Surveys 86

OctopusTech

MARCH 2, 2020

Since 2011, Octopus Tech has been helping companies stay agile in a dynamic world. Clutch’s team of analysts collects client feedback through online interviews, analyzes industry data, and compares competitors. had this to say: “They were very responsive, especially when we gave feedback about their work.

outsourcing 62

outsourcing B2B Feedback Marketing 62

Comm100

MARCH 27, 2023

When students are more able to help themselves using a chatbot, it places less strain on support agents. Collect student feedback Collecting student feedback is an important way that schools understand student needs and how they can improve. The ability to collect student data via text message to provide greater outreach.

Education 64

Education Chatbots Wait times Surveys 64

ProProfs Blog

JULY 30, 2021

Further, you can share the catalogues with your friends and family to understand their feedback. Many brand strategy firms use brand perception surveys to collect feedback from their target audience. Brand focus groups and forums contain specific customers who have well tried and tested your products or services.

Surveys 167

Surveys Marketing Analytics Feedback 167

TechSee

MAY 7, 2019

The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for brands and retailers, with Accenture reporting back in 2011 that 68% of all consumer electronics (CE) returns fall under the umbrella of No Fault Found (NFF), situations when an item is returned despite functioning properly.

Surveys 107

Surveys Entertainment Education Self service 107

Comm100

NOVEMBER 13, 2022

Today’s customer service expectations are sky-high, and companies need to do more. 99% of customers now believe that companies need to improve their service and support. So what ideas for improving customer service are most popular today? HubSpot designs customer support software designed to help companies grow.

Customer Service 72

Customer Service Chatbots Best practices Surveys 72

Amity

AUGUST 5, 2016

So I always wondered, “ What happened with that customer? ” And I knew Customer Success was the evolution of that. At Achievers, there are two main components to our CS team – the CSMs and our Customer Support Services team. "As the Customer Success team, we are the voice of the customer."

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

SmartKarrot

MARCH 25, 2021

In 2011, employees tested how the commercial licensing worked on all Youtube videos before it became public. Asana uses dogfooding to engineer task lists, take feedback, run through interview questions, surveys, design the product roadmap, find bugs, capture user feedback, and understand product better. Who does the Dogfooding?

SaaS 10

SaaS Feedback Advertising B2B 10

Netomi

JANUARY 5, 2022

Flavio is the VP of Operations and Customer Support at DigiCert, Inc., In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.” Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017. In 2011 Gartner predicted that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ProProfs Blog

JULY 19, 2019

Overall this resulted in additional revenue of $25 million in 2011 alone. . Wendy’s one of the most active brands on Twitter, has increased its popularity greatly with its witty replies to customer posts, and sassy tweets directed at other brands. Collect Customer Feedback : Your customers are your best advisors.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140