ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. In the 2013 movie Her , the teaming of bots and humans led to an entirely new connotation for the term “work spouse.” Fewer phone calls, but more complex conversations. Not going away.

Contact Center 279

Contact Center Self service Banking Airlines 279

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. This is because live chat for eCommerce supports people who are in a hurry.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Vcaretec

JUNE 6, 2022

As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers. Connect: @Aimee_Lucas Flavio Martins Bio: Flavio is VP of Customer Support at @DigiCert.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ShepHyken

JUNE 10, 2016

In 2013, a guest named Mike McCready tweeted that his room’s view wasn’t so nice. Delta’s customer service practice was truly magnificent as within an hour, they offered him a room with a better view. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support.

Best practices 204

Best practices Customer Service SaaS Education 204

CSM Magazine

DECEMBER 19, 2022

Lousy customer service is often enough to make you close your player account and look elsewhere for greener pastures. This search can be daunting, which is why this article zeroes in on the online casinos known for offering exceptional customer support experiences. Available to the public in 2013, Slots.lv

Customer Service 52

Customer Service Entertainment Government Banking 52

Customer Guru

MAY 30, 2018

Ensure that employees are adept at using a variety of communication channels to deal with customer concerns. Along with omnichannel marketing and sales strategy, build an omnichannel customer support strategy too. Virgin Atlantic has aced its omni-channel customer support game. Source: Robert Fransgaard.

Customer centricity 95

Customer centricity Scripts Coaching Engineering 95

Nicereply

MARCH 26, 2020

Founded in 2013 by pioneers in speech recognition, Sense uses machine learning technology to provide real-time insights on device behavior, even for those devices that are not “smart.” Sense needed a way for customers to voice their opinions about their customer support experience, good and bad. “We

Feedback 72

Feedback Customer Support Metrics Customer Service 72

ProProfs Blog

JUNE 21, 2019

According to the Growth Marketing Conference, customer retention “[…] refers to efforts by a business to keep customers from defecting.” ” It’s as simple as not allowing your customers to leave and switch to the other brand. This way your customer engages with your brand over a long period of time.

Customer retention 95

Customer retention Sales Marketing Scripts 95

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

Fonolo

JANUARY 11, 2022

Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization (2013), Randy Rubingh . With over 25 years of experience in developing and managing customer support businesses and organizations, Randy Rubingh brings loads to the table in Call Center Rocket Science.

Call Center 81

Call Center Marketing Management First call resolution 81

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. You’ll be better able to improve the personalization process of your website or app by using data to dictate certain actions that affect your customers.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Nicereply

MARCH 17, 2020

A happy support team should never feel like it’s them against the world (even though your worst outages may make it feel like that at times). As the world celebrates this great holiday, here’s a question to help you participate: how can you build a happier support team in your organization? Talk about a noble goal! The challenges.

Coaching 88

Coaching Customer Support Feedback Management 88

Bill Quiseng

JULY 28, 2014

Generally speaking, employees want a successful conclusion to a transaction as much as customers do. Even if an employee’s only job is providing customer support, there are many customers to attend to and many other tasks that need to be done in order for a company’s operations to run smoothly.

Customer Service 143

Customer Service Best practices Customer Support Management 143

Quiq

FEBRUARY 7, 2019

Since launching in 2013, the company has brought theater to a new audience of theatre goers with “thoughtful service at each moment along the way”. TodayTix is no stranger to bringing more accessibility to experiences. The company started with the goal to provide effortless access to shows.

Telecommunications 67

Telecommunications Interactive Voice Response Sales Technology 67

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%). The most compelling part of the study is why customer problems had increased. Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

CSM Magazine

DECEMBER 5, 2022

Customer support. Spectrum provide extensive customer support pages where customers can find answers to their questions regarding all of the company’s products and services. In 2013, Charter completed its merger with Time Warner Cable. Social media. In 2016, Charter acquired Bright House Networks.

Customer Service 52

Customer Service Wireless Telecommunications Accountability 52

NICE inContact

JANUARY 24, 2018

A few years ago, the notion of managing customer journeys was an essential theme in customer care. More recently it has become clear that the steps to understand the customer journeys are often dependent on different organizations within the business. Indeed, the topic was being discussed before this year.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Comm100

SEPTEMBER 28, 2021

Since 2013, the business has operated from South Melbourne and has seen a rapidly increasing customer base. Tangerine’s customer service transformation began in 2015 to improve the experience of both customers and customer support agents.

Customer Service 89

Customer Service Chatbots Banking B2C 89

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. This is because live chat for eCommerce supports people who are in a hurry.

Chatbots 52

Chatbots Feedback Surveys Sales 52

Fonolo

SEPTEMBER 17, 2019

They must also make some fairly significant strides in their customer service and experience offerings: As they have been doing, M&S is best to look to the Tescos and John Lewises of the world and how they are achieving success in meeting customers in the digital space. — Marketing Week.

Customer Service 52

Customer Service Call Center Technology Customer Support 52

Nicereply

DECEMBER 22, 2020

Go the extra mile for your customers during this busy time, and a more positive CSAT score will be your well-deserved reward. CSAT score is one of the main ways that customer support teams can measure their success. Your customers have chosen you over all the others so they expect to be rewarded. More pressure to perform.

Wait times 59

Wait times Consulting Consulting Morale 59

ShepHyken

APRIL 3, 2023

My Comment: AI is changing the way companies manage customer support. As the platform grew, she left Vogue in 2013 to focus on creating a curated e-commerce platform for ‘Into the Gloss’. They’ll be able to deal with an AI-powered voice assistant instead. She worked on it every day between 4.00

Customer Service 24

Customer Service Self service B2C Customer Experience 24

AskNicely

JUNE 18, 2015

There are only a few billion dollar businesses around today that aren’t prioritizing their customers more than anything else and because of this, those few aren’t going to be around for long. With live chat, you can resolve their issue in real-time helping them move from being an angry customer to an excited one.

Customer Service 68

Customer Service Customer centricity Surveys outsourcing 68

Brad Cleveland Blog

MAY 19, 2014

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

Customer Support 20

Customer Support Technology Multi-channel support Customer Experience 20

Brad Cleveland Blog

MAY 19, 2014

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

Customer Support 20

Customer Support Technology Multi-channel support Customer Experience 20

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Callminer

FEBRUARY 21, 2018

Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. So, this is a great question to ask when comparing call center monitoring software. Peter Abah.

call center software 210

call center software Call Center Contact Center Analytics 210

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Many look to the company for ways to improve customer retention. Track Customer Support Performance . He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

LiveChat

JANUARY 20, 2017

Before we get to the future of customer service, let’s see how it looked in the past. Even though people knew the telephone, no one thought about it in terms of customer support. They began to fill large rooms with call center agents who spent their time answering incoming calls and helping their customers.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

CCNG

OCTOBER 19, 2022

(Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Mindtouch

APRIL 9, 2013

MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. With the exception of existing customers, MindTouch will no longer support or maintain Core or Platform. Learn More.

Self service 48

Self service Engineering Enterprise Customer Support 48

Comm100

AUGUST 24, 2016

Despite these advantages, social media is not the preferred method of contacting a company for customer service, and in fact, has been on the decline in preference since its peak in 2013. Customer support is no easy task—even Consumer Reports found problems with their own customer service. limited functionality.

Customer Service 56

Customer Service Customer Care Scripts Sales 56

ChurnZero

APRIL 3, 2019

“Reviewers on TrustRadius frequently highlight Churnzero’s customer profiles, customer segmentation and health-scoring, and integration with Salesforce.”. out of 10, and with great customer support and high recommendation scores from TrustRadius users this award exemplifies the commitments ChurnZero has made to fighting customer churn.

B2B 15

B2B industry standards Feedback Analytics 15

Fonolo

FEBRUARY 20, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Mindtouch

MAY 19, 2016

And the design behind that is an eye towards customer health, managing your customer health, so that you can improve retention, and hopefully sell more to your existing customers. We did Pulse 2013, 300 people showed up, basically to figure out together what the heck is this thing called customer success.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

aircall

NOVEMBER 3, 2016

In the face of growing customer expectations, businesses face the imperative of adopting an omnichannel customer support strategy. One pitfall is to sacrifice the efficiency of established support channels in order to spearhead new ones. This often results in an overall decline in a company’s quality of support.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

SmartKarrot

MAY 14, 2020

It was during the 1980’s when the concept of call center was introduced to give post-sale support to the customers. It was mostly a reactive approach when customers used to call the customer support staff of an organization to fix the issues they would face while using their product or service.

SaaS 10

SaaS Upselling Customer retention CRM 10