ProProfs Blog

SEPTEMBER 17, 2021

The answer is simple: Ask them for feedback via website surveys. . Dive into this blog to explore 35 website survey questions along with their examples and tips and learn everything you should know about these surveys. . What are Website Surveys ? Benefits of Website Surveys. Let’s begin!

Surveys 78

Surveys Feedback Construction Marketing 78

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

Netomi

SEPTEMBER 20, 2021

AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Without further ado, let’s take a look at the best AI chatbots for 2021 and beyond. What makes Netomi one of the best AI chatbots of 2021? Multi-lingual.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Nicereply

SEPTEMBER 28, 2021

Take into account that customer service software implementation depends on various factors, like your business’ workflows, integrations, related apps, required customizations, schedule, etc. Take this into account before making your choice. Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer.

Sales 52

Sales Coaching Accountability Personalization 52

OctopusTech

JUNE 24, 2021

With a brand name like Live Chat, it’s no wonder to witness this chat tool at the top ranking in 2021. This tool is used for real-time chat, multichannel support, lead generation, online surveys, in-app support, BPO Services, and more. Automated sales and KPIs tracking to monitor the performance. Auto agent routing.

Multichannel 62

Multichannel APIs Telemarketing Analytics 62

Satrix Solutions

JULY 28, 2021

These include higher customer retention, repurchase, and renewal, as well as a better reputation in the market (which leads to higher sales win rates), and stronger employee engagement (which means lower employee attrition). Or modifying your service delivery model in a way that alienates many of your largest revenue accounts.

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Integrity Solutions

MAY 26, 2022

According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Ethical Sales Practices and Your Brand Promise. Cultivating Ethical Sales Teams.

Sales 52

Sales Morale Coaching Surveys 52

delighted

NOVEMBER 20, 2020

Although a retail sale can occur through a variety of channels such as brick and mortar (physical store), online, direct email, in-app, and more, what qualifies the transaction as retail is that the product’s end-user is the buyer. For 2021 and beyond, the answer is both. First, let’s define the retail space and how it has evolved.

Customer Experience 70

Customer Experience Surveys Feedback Customer effort 70

Beyond Philosophy

JULY 21, 2022

Pickle #1: How can you increase survey response rates to create a more robust voice of customer data? Jane writes: In August 2021, you did a podcast about increasing email response rates, and I was keen to learn from this. So how would we go about increasing the response rates on surveys sent through email to busy customers? .

B2B 221

B2B Surveys Metrics Consulting 221

Spearline

JANUARY 6, 2022

Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2021, alternative “on the rise” channels have actually seen no drastic gains.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 101

Advertising Entertainment Sales Personalization 101

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. To help us continue to learn and grow, ChurnZero, ESG, and Higher Logic, invited CS leaders to participate in a survey for the second year in a row, to share their experiences of where they fit within their organization and the influence they have.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

JivoChat

APRIL 25, 2021

Already, 2021 has introduced some shake-ups of its own, as retailers reinvent themselves for a new era. 13 New E-commerce Trends Shaping Online Shopping in 2021. trillion in global sales this year — up from $1.3 trillion in global sales this year — up from $1.3 Chatbots will take on more of a sales function.

Chatbots 52

Chatbots B2B B2C Sales 52

Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales. Conversion. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

Quality Contact Solutions

AUGUST 20, 2021

AURORA, Nebraska (August 17, 2021) ?Quality Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected.?

Call Center 98

Call Center Telemarketing outsourcing B2C 98

Lumoa

FEBRUARY 7, 2023

A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. Customer surveys include customer satisfaction surveys, NPS, and long-form questionnaires.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In 2021, we saw the emergence of a new understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

ChurnZero

MARCH 31, 2023

In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Customer Success keeps sales team promises Sales and Customer Success teams both interact with customers at “different stages of their journey,” according to HubSpot. The average customer churn rate is 5.6%

Benchmark 98

Benchmark B2B Accountability Consulting 98

ChurnZero

DECEMBER 14, 2022

As a result, ClearGov has reduced average onboarding time by 26%—with a 100% customer satisfaction rating captured through post-onboarding ChurnZero CSAT surveys. Boosting account renewals and expansions using data and automation. We have a member of our team who has been top seller (over the sales team) for two quarters this year.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

CustomerSuccessBox

JANUARY 10, 2022

A good relationship with the Sales department in order to be able to sell new services will also be highly valued by your managers. The CS team is also becoming more and more responsible for achieving their sales goals. 78% of respondents in a CS survey say the team is responsible for achieving these goals. Compensation system.

Management 52

Management Surveys Customer advocacy Accountability 52

JivoChat

MAY 13, 2021

Online stores with a social media presence have an average of 32% more sales than those without. Before COVID, online grocery sales were growing and becoming an important part of the retail industry’s future. with sales of over $5 billion in 2020. billion in revenue in 2021 , which represents a 15% increase year-over-year.

Banking 52

Banking Chatbots Self service Advertising 52

Fonolo

APRIL 29, 2021

Agents will perform phone outreach to create sales opportunities, verify information, conduct surveys, and much more. You can calculate this based on performance goals, sales and revenue targets, and other data. With that said, start your search with these three technologies: Top Contact Center Technology Trends in 2021.

Call Center 128

Call Center outsourcing CRM Technical Support 128

JivoChat

JULY 28, 2021

This post may help you zero-in on the best website chat app for your business — read on to learn more about the 15 best live chat apps in 2021. **The The 15 best live chat apps to boost sales and support in 2021. Best app for: Companies looking to improve their omnichannel sales and support. Chat satisfaction surveys.

Sales 52

Sales APIs Chatbots Enterprise 52

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.”

SaaS 98

SaaS Metrics Enterprise Surveys 98

Toister Performance Solutions

MAY 5, 2022

By the end of 2021, it had reached its lowest point since 2005. A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. A salesperson pushes a sale without listening to what you want.

Customer Experience 62

Customer Experience Transportation Airlines Surveys 62

Hello Customer

NOVEMBER 18, 2021

Last year's Black Friday and Cyber Monday set new records for e-commerce, and 2021 shows no signs of slowing down. According to a survey , 52% of the respondents said they will most likely go shopping both online and in-store during the Black Friday sales of this year. Importance of CX during the BFCM sales event.

Feedback 96

Feedback Customer centricity Sales Surveys 96

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. If you only check in with customers weekly or monthly, one representative can handle many accounts. You’ll also need to know how many managers you need for these teams.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Onboarding Hero: Smokeball Guiding customers to success at scale with smart, digital playbooks.

Accountability 52

Accountability Upselling Sales Marketing 52

Quality Contact Solutions

FEBRUARY 26, 2021

Aurora, NE (February 23, 2021) Quality Contact Solutions has hired A-LIGN ASSURANCE, a third party independent audit firm to perform a SOC 2 audit. SOC 2 Type 1 certification will be completed by June 2021. SOC 2 Type II certification is expected to be completed by October 2021.

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

ChurnZero

DECEMBER 29, 2020

Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

JivoChat

MARCH 10, 2021

What once seemed like a novel tac has been proven to deliver tangible results in increased customer retention, loyalty, and sales. An InContact survey found that 87% of customers want proactive customer support. After all, 60% of businesses recorded increased sales when they implemented a proactive support model.

Customer Service 52

Customer Service Surveys Feedback Customer Support 52

Satrix Solutions

JANUARY 29, 2021

I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. Closing the loop is not about seeking blame. Provide your CS Team with a conversational framework.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

aircall

DECEMBER 1, 2022

WhatsApp is particularly popular in Southeast Asia, and its popularity is only growing; so much so that in Singapore, Hong Kong, India, Indonesia, and Malaysia, WhatsApp was rated as each country’s favorite social media platform in 2021. . Moreover, the highest number of active users per month can be found in India, with 390.1 Salesforce.

APIs 117

APIs Customer Support Wait times Chatbots 117

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139