Select VoiceCom Blog

JANUARY 8, 2024

The Customer Satisfaction score, or CSAT score, is a key performance metric that is challenging for any business to maintain, even more so when your business is in the dynamic realm of media. To start, we set out to create a team of 20 voice (customer support and customer retention) and non-voice (chat and email help desk) agents.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Quiq

DECEMBER 8, 2021

The beginning of the year is a great time to start tracking your customer success metrics. Measuring how happy your customers are with your service and how likely they are to return is a great predictor of overall business success. Use success metrics to: Gauge the success of new initiatives. Predict customer loyalty.

Metrics 52

Metrics Surveys Chatbots Best practices 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. That’s what we explore in Part 2. Reduce Churn and Prove Value. Download the report.

B2B 98

B2B Upselling Customer retention Customer Support 98

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Accountability 69

Accountability Metrics Customer retention Feedback 69

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 91

SaaS Customer retention Best practices Telecommunications 91

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

delighted

FEBRUARY 16, 2023

Customer experience , or CX, is focused on creating a seamless experience for all customers who engage with your brand, whether that be through interactions, user-friendly help center solutions, or product usability. Here are some ideas on how to do that: Determine which customer success metrics are most applicable to each department.

Customer retention 52

Customer retention Metrics Feedback Accountability 52

Education Services Group

FEBRUARY 2, 2022

In 2020, Customer Success verified its strong ties to Sales, Product, and Marketing organizations, but only 51% of CS teams worked cross-functionally with Finance on a regular basis. After all, Customer Success is the delicious chocolate coating tying all that gooey customer experience goodness together. That’s right.

Finance 52

Finance Metrics Customer retention Engineering 52

Nicereply

MAY 11, 2020

They want to make sure their customers continue shopping with them across their entire product line. Why does Apple feel so strongly about customer loyalty? . Read on to find out why the importance of customer loyalty is crucial for businesses growth in 2020. What is customer loyalty? There’s a loyalty spectrum.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

SharpenCX

JUNE 30, 2021

According to PWC , the number of companies investing in their omnichannel customer experience jumped by more than 300% from 2010 and 2020. Companies knew it was taking the customer service world by storm, but as with any trend, it was hard to predict if it’d be fleeting or if it’d stick around.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

REVE Chat Blog

MARCH 11, 2020

Key live chat statistics for 2020. When customers get instant answers to their queries, they are satisfied and happy. The below live chat statistics 2019 show it is one of the most preferred channels among customers. . 62% of customers expect live chat to be available on mobile devices , and if possible, 82% would use it.

Chatbots 64

Chatbots Real estate Sales Finance 64

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Nicereply

JUNE 30, 2020

In fact, a recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Your customers care more about the support and experience you provide than anything else. The basic benefits of great customer support. Word-of-mouth marketing. Conclusion.

Construction 98

Construction Customer retention Metrics Surveys 98

ChurnZero

FEBRUARY 7, 2020

So, what’s the job outlook for Customer Success professionals? LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. In fact, Customer Success is taking the world by storm—ranking in every country they studied: #2 in Argentina . #6 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

Education Services Group

APRIL 21, 2021

Constructing and evolving these processes is the second category of capabilities on the ESG Customer Success Maturity Model. According to TSIA’s The State of Customer Success 2020 , operationalizing the customer journey is one of the six key elements of scaling CS. Which brings us to customer health.

Construction 94

Construction Journey mapping Customer retention Scripts 94

ChurnZero

JUNE 12, 2020

What Processes and Metrics does Customer Success Operations Build? One of Customer Success Operations main responsibilities is building repeatable processes for: Customer Success Operations also sets performance metrics for these processes to measure their effectiveness and guide their continual improvement.

SaaS 80

SaaS Metrics Customer retention Analytics 80

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. They measure the feeling of belonging in their metrics, and they reward hosts who are successful at it. appeared first on Customer Experience Consulting. Sources: AP.

Consulting 262

Consulting Consulting Technology Personalization 262

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. How does AI help customer service agents? Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CustomerSuccessBox

JUNE 18, 2021

Why is Customer Retention Important for B2B SaaS Business? Onboarding your customers is just a first step in the whole process and retaining them is the next important thing. Here, know-how and when renewal playbooks should be used for business and customer growth. Choosing a Customer Retention Software?

SaaS 52

SaaS B2B Customer retention Upselling 52

Satrix Solutions

JULY 21, 2021

In challenging times, it feels more important than ever that Customer Success and Product are not just aligned but allied. What are one or two of your most recommended approaches for minimizing customer churn? SaaS onboarding makes or breaks your customer retention.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Comm100

NOVEMBER 29, 2021

In 2020, during the peak of the pandemic, teams across industries began to place less pressure on typical efficiency metrics and more towards agent well-being. Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

Advertising 98

Advertising Feedback Metrics Surveys 98

CustomerSuccessBox

APRIL 5, 2022

Having not just the right data but also segregating the high-value customers who are most engaged with your brand gets the privilege of experiencing better with your brand with personalization. Work on the metrics that suit you. Understand your operations and what metrics work best to start tracking. Enable the success right!

Customer centricity 52

Customer centricity SaaS Metrics Customer retention 52

Comm100

NOVEMBER 29, 2021

In 2020, during the peak of the pandemic, teams across industries began to place less pressure on typical efficiency metrics and more towards agent well-being. Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support.

Customer Service 61

Customer Service Chatbots Surveys Customer retention 61

CSM Magazine

FEBRUARY 17, 2020

Yet when it comes to actually providing top-quality customer support, many companies are unable (or unwilling) to distinguish between call avoidance and effective practices. When it comes to customer service in 2020, companies must implement the best methods for their product or service. Never Let A Customer Down.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. Forrester Research predicts that by 2020, insights-driven businesses, like Baidu and Netflix will quadruple their revenue from $333 billion to $1.2 And here are the top three reasons why: 1.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

3CLogic

MARCH 25, 2022

These roles are only becoming more complex as customer expectations rise and call volumes continue to increase — Gartner reports that more than 40% of support leaders saw an increase in contact volume from 2020 to 2021. A Forrester report reveals that customer-obsessed companies have 2.5 times higher revenue growth and 2.2

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. Forrester Research predicts that by 2020, insights-driven businesses, like Baidu and Netflix will quadruple their revenue from $333 billion to $1.2 And here are the top three reasons why: 1.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Integrity Solutions

JULY 28, 2022

The Contact Center Experience: Heightened Customer Expectations. Research shows that the top four contact center KPIs/metrics, in order of importance, are: customer satisfaction, customer experience, quality assurance and revenue growth. Despite this, one of the most measured metrics per agent is “call handle time.”

Contact Center 52

Contact Center Coaching Metrics Self service 52