Comm100

JUNE 15, 2022

With help from Comm100, Tangerine introduced Comm100 Chatbot to Comm100 Live Chat, targeting technical support, general customer service, and sales queries. The Alberta School Employee Benefit Plan (ASEBP) introduced Comm100 Live Chat in 2016 to reduce reliance on phone systems that saw frequent transfers and long hold times.

Chatbots 79

Chatbots Customer Service Wait times Technical Support 79

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Support for agents Help your agents deliver the best possible service , with tools that support them on the chat channel. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

CSM Magazine

FEBRUARY 18, 2020

For example, it is taking centre stage in businesses where customers have the tools to deal with product/service enquiries, provide technical support, or assist in refunds/cancellations. However, GigCX need not just be confined to the areas of customer support.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

ClientSuccess

FEBRUARY 21, 2017

Today, the customer success team at SalesLoft includes technical support engineers and implementation leads, who help bridge the gap between sales and implementation of the platform. The key to keeping the customer success team on goal and on target is having clear goals and metrics available to all team members.

SaaS 40

SaaS Technical Support Sales Engineering 40

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Navsher Puar , Support Team Lead.

Customer Support 56

Customer Support Self service Technical Support Consulting 56

CSM Practice

JULY 6, 2020

To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

Sykes

MARCH 18, 2019

SYKES’ differentiated full lifecycle management services platform effectively engage customers at every touchpoint within the customer journey, including digital marketing and acquisition, sales expertise, customer service, technical support and retention. Its Americas and EMEA regions primarily provide customer?engagement

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

Sykes

JUNE 21, 2017

According to a survey conducted by Advancing High Performance Health (AMGA) in 2016, 58 percent of surveyed medical groups and integrated care systems planned to gradually shift to a value-based system in two years. The shift to this patient-centered model is real.

Healthcare 40

Healthcare Call Center Surveys Analytics 40

TechSee

JULY 20, 2021

Unique medical device support challenges. Medical equipment servicing and technical support is not the same as supporting telecom equipment or POS hardware. This market growth is expected to continue, and the industry is estimated to reach $603.5 billion in 2023. . And for good reason. compared to only 1.8%

Healthcare 207

Healthcare Technical Support Call Center Technology 207

Jon Arnold

MAY 30, 2017

This group provided our sales group both sales and technical support through high level presentations, complex configurations, responding to RFP’s, etc. In 2016, we had even more cars and raised $25k. It was truly revolutionary for the time. After a few years, my role began to evolve.

Consulting 45

Consulting Consulting Engineering Sales 45

VirtualPBX

OCTOBER 2, 2019

This is two times more than in 2016. Technical Issues. You cannot fix your cloud computing problems in-house, and some providers do not offer around-the-clock technical support. According to the IDC research organization, by 2021, companies from around the world will spend more than half a billion dollars on cloud tech.

SaaS 13

SaaS Engineering CRM voip 13

ChurnZero

AUGUST 25, 2020

Previously Godard served as CEO of SteelBrick which was acquired by Salesforce in 2016. Her expertise spans Account Management, Professional Services, Technical Support and Success Operations. Godard Abel, G2 Godard ( @godardabel )is CEO of G2 , a business software review website he co-founded in 2012.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Win the Customer

FEBRUARY 17, 2018

billion in 2016 to $15.67 You can handle all types of communications from a single contact center, including purchase orders, order status inquiries, post-purchase satisfaction surveys and technical support. Cloud contact center solutions are becoming the new standard for customer service. percent, on track to increase from $5.43

Call Center 93

Call Center Contact Center Cloud contact voip 93

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. The contact centre will support this by providing hints, tips, education and technical support. However, in 2016 Forrester has already reported that. Teresa Cottam. Self-service. In 2011 Gartner predicted that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Kayako

APRIL 12, 2022

“Without Kayako, we would not be able to manage all of the incoming ticket requests in an organized manner nor provide the quality of support we stand for. Sushant Dashputre, Assistant Manager of Technical Support at Quick Heal. How Kayako helped CoinStop reduce average response time and implement omnichannel customer support.

Customer Service 114

Customer Service Self service Education Technical Support 114

Aspect

APRIL 18, 2018

Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger. To start, we used the FAQs we already had for our products.

Chatbots 78

Chatbots Self service Technical Support Sales 78

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . With roots planted firmly in the software industry, Jay moved on to become an executive at PeopleMatter which sold to Snagajob in 2016.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Kayako

OCTOBER 13, 2016

In 1989, Ron Muns founded the Help Desk Institute, a professional association with the mission to serve the industry by focusing on innovating technical support. The Help Desk Institute advocated providing a place where employees could receive technical support relating to their organization’s IT infrastructure.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). NobelBiz provides round-the-clock technical support with a dynamic shift system and a well-structured on-call program, ensuring prompt responses to all inquiries.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Totango

MAY 22, 2020

In 2016, that number had risen to 37 percent. Offer training and technical support as needed. Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. Implementing even just one could go a long way toward improving your team’s overall efficiency.

Best practices 62

Best practices Metrics Telecommunications Morale 62

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As of 2016, with over 1 million copies of her books in print, she was the all-time best selling eBay author. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe). Customer Service Leaders: Nate Brown.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Kayako

MAY 12, 2016

Groove ’ s customer support academy has many practical tips on supporting your customers, with a particular focus on dealing with customer interactions. Born out of call centers and technical support, WINTHECUSTOMER is a blog from Flavio Martins, author of Win the Customer: 70 Simple Rules for Sensational Service.

Customer Support 51

Customer Support Best practices Technical Support Call Center 51