ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges.

B2B 204

B2B Banking Personalization Employee engagement 204

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Check out 2 mind-blowing stats about Customer Expectations!

SaaS 59

SaaS Metrics Best practices Customer retention 59

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Nicereply

MAY 14, 2020

Align your values with your customers’. Suffice to say that not all customers are created equal. Are you selling your products and services to other businesses, or to consumers for their personal use? Customers and business buyers are now more deliberate about the impact and ethos of brands they support.

Transportation 92

Transportation Sales Feedback Marketing 92

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

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. That said, customers are becoming more sensitive to when brands fail to do this.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

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

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

ShepHyken

AUGUST 14, 2020

As per stats released in HubSpot’s 2020 State of Marketing report , videos were the most preferred form of content for brands in 2019. The same study highlighted that 73% of customers worldwide love to watch videos on social media that are entertaining. #3. Customers appreciate personalization.

Customer Experience 321

Customer Experience Entertainment Sales Healthcare 321

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

JustCall

OCTOBER 25, 2023

The best way to evaluate your agent’s performance is using a powerful tool – the post-call surveys. Read this blog to know how you can use post-call surveys to address key concerns and craft a strong customer retention strategy. Why Is Customer Retention Challenging? The reason?

Customer retention 52

Customer retention Surveys call center software Feedback 52

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 post The Power of Remarkable Support appeared first on Customer Happiness Blog.

Construction 98

Construction Customer retention Metrics Surveys 98

Playvox

NOVEMBER 2, 2021

Brands are also recreating the experience of in-person shopping with features like live chats with sales associates, product demos, and how-to videos. grew more than three times as quickly from 2019 to 2020 as it did during the previous five years. Related: 7 Customer Service Channels We’ll Use in the Future.

Contact Center 73

Contact Center Sales Customer retention Customer Service 73

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Flexibility at work means employees feel empowered to take care of personal responsibilities while contributing to greater company goals.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

CSM Practice

DECEMBER 29, 2020

06:24 – Irit explains her expectations during 2019 and Q1 2020. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. 17:20- Diane highlights customer and relationship-centeredness. Today we are talking about your business and how to achieve success with your existing customers.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Satrix Solutions

JULY 21, 2021

Its software solutions allow businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. SaaS onboarding makes or breaks your customer retention.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Quadient

OCTOBER 1, 2021

Empathy has long been a cornerstone of customer experience, and its significance saw prolific amplification in 2020. Customers in 2021 and beyond expect brands to be human, to create lasting emotional connections by demonstrating a deep understanding of their needs. . Forrester, Press Release, October 15, 2020. .

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 52

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Increase Customer Retention.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Select VoiceCom Blog

MARCH 21, 2023

Its global outbreak in 2020 showed business leaders the importance of being prepared for any scenario. The World Bank reported that companies’ sales plummeted 45% from April to September 2020. In a McKinsey survey , three in four respondents mentioned that business-model innovation gave them the most leverage.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

delighted

FEBRUARY 16, 2023

Investing in a customer success manager can increase customer satisfaction, support long-term business growth, and free up the bandwidth of other team members tasked with customer support. Forbes recommends having one customer success manager for every 50 customers. Wondering how many CSMs to hire?

Customer retention 52

Customer retention Metrics Feedback Accountability 52

Callminer

AUGUST 6, 2019

IVR speech recognition and speech-to-text features do the heavy lifting ordinarily done by live agents while personalization tools help tailor calls for good customer experience. Customer feedback helps employees to better understand the customer’s needs and personalize the experience they deliver.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. People around the world miss face-to-face contact, and your customers are no exception.

Best practices 52

Best practices Customer Service Customer retention Morale 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

Comm100

JANUARY 21, 2020

For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like?

B2C 83

B2C B2B Benchmark Best practices 83

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ProProfs Blog

DECEMBER 12, 2019

what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Here are 50+ customer retention stats that’ll give you insight into a customer’s mind. Why Customers Leave? what they don’t want, . PwC ) Tweet This.

Customer retention 132

Customer retention Surveys B2B Marketing 132

Uniphore

NOVEMBER 2, 2021

Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. The average person has 27 P2P conversations every day, lasting 10 minutes each. In fact, bad customer service impacts customer retention more than good customer service.

Enterprise 40

Enterprise B2B Sales Customer retention 40

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

Quiq

NOVEMBER 24, 2021

Solving customer problems, listening to complaints, providing answers… it’s all worth more than the sum of its parts. This customer experience often has a direct impact on sales. It affects loyalty, how likely customers are to recommend your brand and more. . In-person: Nod when appropriate.

Chatbots 52

Chatbots Surveys Upselling Banking 52

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

ProProfs Blog

FEBRUARY 7, 2020

And that’s why you need to learn how to do customer support right and delight your clients with exceptional experiences. . A Walker Study reports that customer experience will overtake price and product as the key brand differentiator by the end of 2020. Personalization Is Key. Give More Than Expected.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Customer Identification.

Technology 122

Technology Customer Service Gamification Contact Center 122

ChurnZero

JUNE 12, 2020

So, let’s say you have a five-person Customer Success team. If adding a Customer Success Operations role can make each Customer Success Manager 20% more efficient, then do it! You can apply the same math based on a team of 4, 10, or +20 Customer Success Managers. Customer Success Around the Web.

SaaS 80

SaaS Metrics Customer retention Analytics 80

SharpenCX

APRIL 7, 2020

In fact, Buffer ’s 2020 State of Remote Work report found that 98% of respondents want to continue to work remotely for the rest of their careers. These practices will effectively replace the in-person supervision your team is used to. And, being remote can amplify miscommunications that wouldn’t typically happen in person.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success.

Education 52

Education Best practices Self service Customer Experience 52

CSM Magazine

AUGUST 25, 2021

Brands and customer support providers need to build capacity and new capabilities to handle the sustained demand generated by the unrelenting innovation cycle. A 2020 study of technology adoption habits commissioned by Mojo found that 43% of respondents identify as first adopters.” There are more early adopters than ever.

Technology 52

Technology Chatbots Technical Support Government 52