aircall

JUNE 28, 2022

One of the best decisions we made at the end of 2014 was to make our early beta customers pay for the service. Because at some point, with 100 customers, we received too much feedback, and it became unclear what to develop. . Early 2015, we’re having “OK” traction, but we’re struggling to raise money to accelerate.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Lumoa

OCTOBER 13, 2017

Engage with the customer feedback, both negative and positive. Follow up positive comments of your customers with a thank you- note, show that you are close to them and care about them. Fazer did right what it had to do - the company thanked Kathryn for the feedback. Thanks for the positive feedback! Hey Kathryn!

Customer Experience 109

Customer Experience Advertising Airlines Feedback 109

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Oracle, 2018) 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

TechSee

DECEMBER 5, 2017

We’ve compiled a short list of innovative customer service technologies developed by talented companies that are dedicated to helping enterprises improve their customer experience at scale and successfully compete in today’s ever-changing business environment. Customers appreciate: Faster, personalized customer support.

Contact Center 116

Contact Center Technology Self service Call Center 116

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. How long have you been a customer with us?

Surveys 97

Surveys Metrics Feedback Marketing 97

GetFeedback

MAY 5, 2019

How can you improve your current support system? And what are the activities that you could include in your customer support service? An important part of delightful customer service is the support proactivity and talent to engage customers in no time. Read on and find out! About the guest author.

Sales 111

Sales Feedback Best practices Customer Service 111

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 83

CRM Feedback Customer centricity Surveys 83

Netomi

MARCH 27, 2022

Companies often take a pulse after key milestones in the customer lifecycle. For example, after a first purchase, prior to the renewal or following customer support interactions. That is to say, only one instance of poor support can lead to immediate customer attrition. Improve your customer satisfaction.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

delighted

OCTOBER 5, 2021

The need for outstanding customer service is clear, but how do you make sure that your support program is meeting customer expectations? It starts by choosing the customer service metrics you want to measure, collecting experience feedback over time, and then measuring and acting on the collected customer support data.

Metrics 90

Metrics Customer Service Surveys Journey mapping 90

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Tools like HubSpot, Salesforce, and others can help you process survey data and spot recurring issues, track customer behavior, and formulate plans to roll out improvements.

Surveys 122

Surveys Upselling Employee engagement Sales 122

ShepHyken

MARCH 17, 2017

Moore’s customer service tip in a persistent messaging environment is to create specific teams for each client – because in the end, when you are at the human connection level, your customer service is only as good as the people providing that support.

Customer Service 230

Customer Service B2B Chatbots Personalization 230

Kayako

FEBRUARY 7, 2018

Customer support reps—just like anyone else—need one-on-one time with their managers and direction to hone their skills and develop their craft. The work of a customer support rep spans a spectrum of psychology, hard and soft skills, and emotional intelligence. Coaching gives employees consistent feedback.

Coaching 84

Coaching Customer Service Feedback Customer Support 84

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Moreover, as one of the best online survey software , this tool has allowed us to share post-interview and onboarding feedback surveys to each candidate to further improve our hiring process. Quiz Maker.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

Lumoa

NOVEMBER 29, 2021

It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. Ask your customers!

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Vonage

FEBRUARY 23, 2017

This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels. When choosing a product or service, The Institute of Customer Service says that consumers usually look for a balance between service and cost. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Global Response

FEBRUARY 7, 2023

Rather than attempting to orient your customer base around your current business focuses and goals, you orient your organization around the customers’ goals, preferences and so on. In doing so, they not only meet customer expectations, but actually work to shape the customer’s expectations going forward.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

ProProfs Blog

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. After the exchange, the rep shares a link with you to share your feedback, and you could not feel more respected and delighted. Empathy leads to stronger customer relationships.

Sales 158

Sales Morale Personalization Scripts 158

Customer Service Life

NOVEMBER 5, 2018

In 2015, I had an anxiety attack at the office in front of a few employees I managed on my customer support team. If there currently isn’t a safe space for sharing emotions in your workplace, what feedback can you deliver to a leader in your team to help create this? Have you cried at work before?

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Kayako

OCTOBER 1, 2015

Morten begins by explaining how support conversations are a unique source of information. Support teams are the direct line to your customers – they talk to them every day, and are in the best position to gain insight and feedback from them. Other explicit feedback they have.

Sales 92

Sales Marketing Feedback Accountability 92

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

JustCall

APRIL 12, 2023

Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. Customer support Finally, consider the quality of customer support offered by the Gong alternative. Feedback on Chorus.ai Chorus Chorus.ai Though Chorus.ai Pros Chorus.ai

Sales 52

Sales Coaching CRM Analytics 52

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

Fonolo

SEPTEMBER 19, 2017

They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more. in 2015 to 4.5% Our favorite chart: Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Making the Most of Customer Feedback.

Call Center 89

Call Center Contact Center B2C Benchmark 89

GetFeedback

MARCH 13, 2019

This means investing in a customer feedback solution that allows for mobile-friendly, aesthetically pleasing, and fully optimized surveys. Back in 2015, an estimated 30 to 40% of surveys were completed via a mobile device, and as of January of 2018, that number had grown by 16%. Integrate your feedback with your CRM .

Real estate 74

Real estate Surveys CRM Feedback 74

Lumoa

JULY 10, 2018

It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. Ask your customers!

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

LiveChat

MAY 22, 2015

The other day, I saw a tweet from Jason Fried, the founder and CEO of Basecamp, saying: Working customer support today. Few things smack you in the face as hard as seeing customers struggle with something you thought was easy. — Jason Fried (@jasonfried) February 10, 2015. Don’t stay ignorant to other views.

Engineering 70

Engineering Customer Support Feedback Personalization 70

Nicereply

NOVEMBER 3, 2020

So if you’re wondering whether you should jump in and try All Hands Support, or whether you should stay far away and leave the support pros to do their job…. The Pros of Whole Company Support. The Cons of All Hands Support. Great customer support professionals are rare. we’ll try to answer that for you now.

Engineering 52

Engineering Customer centricity Morale Accountability 52

Comm100

SEPTEMBER 28, 2021

In the second part of digital transformation journey , we looked at five strategies for boosting success in a customer service transformation. That included tips on how to engage with leadership, collect feedback from your organization, and communicate change.

Customer Service 86

Customer Service Chatbots Banking B2C 86

aircall

NOVEMBER 21, 2022

In fact, our “Putting Your Customer First” Study found that 87% of respondents ranked the phone as the communication channel that provides the best experience. As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome.

CRM 62

CRM Wait times Consulting Consulting 62

Kayako

MARCH 2, 2017

We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. All customers are equal. No movies, no TV.

Airlines 91

Airlines Entertainment Advertising Feedback 91

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.

Chatbots 78

Chatbots Customer Service Wait times Technical Support 78

Provide Support

OCTOBER 7, 2015

It appears that the customer service sun is starting to rise and shine to both customers and companies around the world. The recent stats from 2015 U.S. According to a recent study , 77% of those aged 18 to 24 use mobile devices at least once per month for customer support. Listen and act on customer feedback.

Customer Service 86

Customer Service Self service First call resolution Feedback 86

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Give specific and frequent updates to keep customers in the loop and explain how you are working diligently to resolve their problem. Clear communication is vital for maintaining customer trust. Close the customer feedback loop.

Customer centricity 104

Customer centricity Call Center Customer retention Consulting 104

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty Through Customer Satisfaction. Seeking customer feedback on how to improve the existing services or products is a great initiative to improve the customer satisfaction score. This also adds value to customer experience. . These customer loyalty statistics showcase the scenario of 2015.

Customer retention 164

Customer retention Sales B2B Marketing 164

OctopusTech

JULY 18, 2018

However, this lead to an increase in the competition as even the established brands now had to struggle to find new customer service solutions in order to stay successful. Well, a call center not only provides all this but, in addition, nurture and strengthen customer relationships as well to help promote revenue generation.

Call Center 48

Call Center Telecommunications Government Technical Support 48