ProProfs Blog

APRIL 23, 2019

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. When you reply to customers on social media, you prove to them you take care.

Customer Support 100

Customer Support Chatbots Feedback Customer Service 100

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Flavio Martins @ WinTheCustomer.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

REVE Chat Blog

FEBRUARY 5, 2020

Hubspot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue. In such a hyper competitive business era, it is important to know the consequences of bad customer service interaction and the benefits of an efficiently functioning customer support department.

Customer Service 93

Customer Service Scripts Airlines Chatbots 93

ProProfs Blog

MAY 6, 2020

Customer Experience & Live Chat Statistics. Future of Customer Experience. Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services.

Customer Experience 99

Customer Experience B2B B2C Sales 99

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. As an example, consider your various “IRL” relationships.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. As an example, consider your various “IRL” relationships.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

FEBRUARY 7, 2021

And then, we’ll look at some examples of when to use the various live chat triggers to improve support and boost conversion rates. For example, landing on the JivoChat homepage, you might see an automated proactive chat message like this: “Psst! But knowing which one to use isn’t always easy. What Are Chat Triggers?

Abandon rate 52

Abandon rate Upselling Sales Personalization 52

Nicereply

MAY 14, 2020

Now more than ever, organizations need to have efficient back-end processes set in place that can allow marketing, sales, and customer service teams to work as effectively as possible. For example, cloud-based tools allow professionals across many disciplines to connect, share ideas, and collaborate on current work. Conclusion.

Transportation 92

Transportation Sales Feedback Marketing 92

Nicereply

APRIL 30, 2020

They want a customized experience and something that they can talk about in everyday interactions with friends and colleagues. Customer support forms the primary touchpoint with your users. Time and again, we tell customer support to be more human and concise. Rephrase your customer support interactions.

Sales 69

Sales Customer Service Upselling CRM 69

CrazyCall

OCTOBER 18, 2019

Table of contents: Why Do We Need Customer Service Tools? Social Media Support. Customer Feedback. What Customer Service Tools To Start With? But first, let’s take a look at the reasons why customer service is so important and why do customers switch brands. Example : CrazyCall – $11/month.

Customer Service 63

Customer Service Interactive Voice Response Feedback Wait times 63

Solvvy

MAY 8, 2019

In this fireside chat, hear insights from Caroline and Solvvy’s Maria Jiang on how to ensure Customer Support has a voice in determining the product roadmap, how to better position your products and services to align with customer expectations, and more. Caroline : That’s a great example, Maria.

Feedback 48

Feedback Self service Upselling Customer Support 48

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

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B2B Upselling Customer retention Customer Support 98

Russel Lolacher

SEPTEMBER 27, 2022

In this episode of Relationships at Work, Russel chats with SaaS Head of Support and Training and emerging leader Reagan Helms on his experience in learning to lead by example. A few reasons he is awesome – he’s the Head of Support and Training at the Planning Center , which builds applications specifically for churches.

Personalization 52

Personalization Feedback Coaching Employee engagement 52

REVE Chat Blog

APRIL 8, 2020

It reflects the degree to which you have managed to provide a customer experience that meets expectations. Customer service satisfaction is measured by understanding how your customers interact with your brand and collecting their feedback through surveys using different channels. Deliver omnichannel support.

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

delighted

JUNE 7, 2019

Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh. Scan the QR code with your phone camera to provide feedback on your experience.

Feedback 58

Feedback Surveys Best practices Marketing 58

REVE Chat Blog

MAY 21, 2020

80% of businesses said they currently use or are planning to use chatbots by 2020. Hence, having a chatbot as part of your customer service strategy is important. Increase customer engagement – Brands that engage with their customers in real time are able to increase the customer spend by 20% to 40%.

Best practices 70

Best practices Chatbots Scripts Personalization 70

ProProfs Blog

APRIL 15, 2020

So, in case you end up using a customer service tool like help desk software, then creating pre-made templates would be a lot easier. For example, ProProfs Help Desk helps you create and send canned messages that help you avoid answering the same emails again and again.

Management 103

Management Best practices Personalization Feedback 103

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

JivoChat

DECEMBER 5, 2019

On average, 82% of consumers assisted by chat are satisfied with the experience, claiming that the speed of service, practicality, and ability to chat in real-time while also being able to multitask (such as keep browsing your store, for example) as huge advantages. Freshchat is also one of the best live chat software in 2020.

Chatbots 52

Chatbots CRM Enterprise Customer centricity 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator. However, executing a customer-centric strategy doesn’t happen overnight, and it has to be guided by a well-laid out customer centric business strategy.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Playvox

SEPTEMBER 14, 2022

A sentiment score assigns a value ranging from +1 (extremely positive) to -1 (extremely negative) for certain words or phrases customers might use. For example, a customer review that says “I love my new laptop,” is easily interpreted as positive. How Can Sentiment Analysis Be Used To Improve Customer Experience.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Creative Virtual

OCTOBER 1, 2019

Here are a few CX Day tips to help you deliver a custom support experience for your customers: Get to know your customers – It’s great to offer customers options for getting the information and support they need, but make sure they are the right options for your customer base otherwise you’re wasting time and money.

Customer Support 40

Customer Support Virtual Agent Self service Transportation 40

Fonolo

JUNE 9, 2020

In April 2020, online retailer Zappos encouraged agents to make small talk with customers to help with ‘social connectedness’ during the COVID-19 lockdown. In an ideal scenario, customers will only need to call your support center once to have their issue resolved. Customer Satisfaction. Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Solvvy

JUNE 22, 2022

Why Conversational AI is a Good Fit for Customer Service. Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support. Global or international companies can train conversational AI to understand and respond in the languages their customers use.

Chatbots 119

Chatbots Banking Self service Finance 119

Quiq

JULY 13, 2021

Today’s customers value shopping experiences more than price or product selection and can easily transition to one of many competitors. According to the 2020 ROI of Customer Experience Report, 94% of consumers outstanding experience with a brand say they would recommend it to family and friends.

Customer Service 96

Customer Service Feedback Customer effort Surveys 96

REVE Chat Blog

NOVEMBER 21, 2019

Reach out to new customers – The best way to build an active and engaged audience on social media is to focus on the people who already know you best. You can share relevant content with them, interact and respond to the feedback given by them. Create a process to deliver customer support with the right channel.

Best practices 77

Best practices B2B Sales Chatbots 77

delighted

FEBRUARY 16, 2023

Since acquiring a new customer can cost 7x more than retaining an existing customer, focusing on long-term customer success is crucial for growing businesses. In this post, we’ll cover: What is customer success? Customer support (or customer service ) involves working on the front lines with customers.

Customer retention 52

Customer retention Metrics Feedback Accountability 52

TechSee

OCTOBER 16, 2018

Brands are reevaluating the current Support of Things (SoT) customer support models in light of this inevitable shift. billion by 2020, and their relatively low cost / profit, companies must find a way to better balance their customers’ need for assistance with installation, activation and troubleshooting.

Self service 138

Self service Wireless Chatbots Entertainment 138

Fonolo

NOVEMBER 11, 2021

Agent attrition in 2020 was worsening; that contact center trend continued into 2021 and will continue in 2022. Trend #2: Customer support is now a main revenue driver. This means customer agents are naturally adopting more of a sales role without the same commission of a sales representative. – Microsoft.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

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. Like many things, expectations are fluid and change based on situational context and stage of the customer journey.

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Airlines Benchmark Surveys Customer Support 93

JustCall

FEBRUARY 25, 2020

The year 2020 calls for progressive financial services. For example, your emails that are tagged as ‘reimbursements’ will be dealt with first. Establishing automation around workflow helps retain your potential customers. Team Management and Support. Customer Portal. Conversion rates hike as well.

Finance 59

Finance CRM Accountability Sales 59

IdeasUnlimited

DECEMBER 2, 2021

Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. With the assistance of trusted BPO firms, more and more companies are beginning to outsource their customer support to third-party call centers. Multilingual Capability.

Call Center 92

Call Center Telemarketing B2B outsourcing 92

IdeasUnlimited

DECEMBER 2, 2021

Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. With the assistance of trusted BPO firms, more and more companies are beginning to outsource their customer support to third-party call centers. Multilingual Capability.

Call Center 84

Call Center Telemarketing B2B outsourcing 84

Nicereply

OCTOBER 19, 2021

Customers overwhelmingly agreed (83%) that they feel more loyal to brands that respond and resolve their complaints. 65% of customers say that they have switched to a different brand because of a poor experience. 92% of consumers think they are more likely to make another purchase after a positive customer service experience.

Customer Service 98

Customer Service Customer centricity Surveys Customer Support 98

TechSee

APRIL 3, 2018

The churn rate is calculated by dividing the number of customers lost by the total number of customers. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. Technology – key to successful customer retention strategies.

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Customer retention Technology Analytics Technical Support 141

Quiq

FEBRUARY 23, 2023

In 2020, business messaging traffic hit 3.5 For example, twenty-something single men will have different preferences than 40-something mothers. This is where phone-based customer service and text messaging customer service start to diverge. Provide examples of what “professional” means and how it compares to “friendly.”

Interactive Voice Response 77

Interactive Voice Response Construction Customer Service Customer Support 77

Lumoa

JUNE 14, 2023

After all, why would any customer want to stay loyal to a product or service that’s not delivering the expected value? Microsoft’s Zune debacle is a perfect example of this. To illustrate, let’s take the example of United Airlines’ reputation crisis. That’s a huge mistake.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83