ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 102

Upselling Surveys Analytics Customer retention 102

ShepHyken

AUGUST 23, 2021

Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. 9 Customer Service Blogs Every Support Pro Should Follow by Mercer Smith. My Comment: The second list, from Help Scout, shares nine customer service blogs you may want to subscribe to.

Customer Service 46

Customer Service CRM Marketing Customer Experience 46

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. To make informed cross-sell and upsell suggestions, integrate CRM systems.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

JivoChat

JANUARY 17, 2021

In fact, one survey found that 51% of customers preferred live chat because they can multi-task: Live chat conversations can be saved for future reference. When surveyed, 52% of consumers said they had purchased more from a company after having a positive customer service experience. Sync support data with your CRM.

Best practices 52

Best practices CRM Customer Support Personalization 52

JivoChat

APRIL 8, 2021

10 Customer Engagement Tools to Consider for 2021. This platform includes a customizable 360° support system, and users can create message funnels, attend to support requests, trigger callbacks, and sync all communications directly into a CRM. CRM integrations. CRM integration. Customer surveys. Multilingual.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

aircall

JUNE 9, 2021

Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020. According to our 2021 E-Commerce report , we found that phone, email, and web chat were the most preferred channels, at 87%, 83%, and 72%. One challenge?

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

aircall

MAY 26, 2021

China estimates that about half of its sales will be online in 2021. trillion in 2021 to $6.4 Use automated surveys to gather feedback from happy and unhappy customers. Automated survey software makes it easy for customers to provide feedback and even easier for your company to evaluate it. Survey your customers.

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

Callminer

AUGUST 6, 2019

Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. As such, it should know the common systems and practices used in the industry, and it should have a solution to integrate these specific needs to the CRM software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

aircall

MAY 28, 2021

Just under half of the people in the world are owners of smartphones as of 2021 (about 3.8 In 2021, projections show that about 67 million Americans will take advantage of a coupon via text on mobile phones. Automated survey software provides customer feedback after a sales or service call.

Best practices 62

Best practices Sales Wireless Marketing 62

Netomi

SEPTEMBER 20, 2021

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? Back-end systems integrations (CRM, OMS, etc.) What makes atSpoke one of the best AI chatbots of 2021? What makes WP-Chatbot one of the best AI chatbots of 2021?

Chatbots 126

Chatbots APIs Surveys Analytics 126

C3Centricity

MAY 25, 2020

No doubt it will need updating in 2021 when the fallout from the current pandemic becomes clearer. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. CEX #CRM #CustomerSatisfaction Click To Tweet.

Technology 77

Technology Big data Analytics Personalization 77

JivoChat

MARCH 20, 2022

According to Statista report , the number of digital buyers worldwide in 2021 was over 2.14 Enjoy your website features as well to create content marketing strategies, for instance, by inserting a blog section to it and writing articles to different stages of the buyer’s journey. billion, while in 2016 it was 1.66

Marketing 75

Marketing Sales B2C B2B 75

ShepHyken

MAY 17, 2019

Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. Run customer feedback survey occasionally to measure your service performance. Ensure that their skills are apt and updated.

CRM 281

CRM Personalization Engineering Enterprise 281

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. I try to do that myself in this blog from time to time too. — Shep Hyken (@Hyken) May 16, 2021. — LeslieO (@LeslieO) May 16, 2021.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Employee Engagement Survey Questions.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. Call Center , CRM , Customer experience. August 11, 2021. Customer Relationship Management (CRM) software helps centralize the marketing, sales, and after-sales services related to products. A CRM can track who a customer interacted with and their overall satisfaction. Retail , SMB. Charles Street.

Contact center software 52

Contact center software Contact Center CRM contact center solutions 52

OctopusTech

JUNE 24, 2021

CRM integrations. 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. The post Top Live Chat Software in 2021 appeared first on Octopus Tech.

Multichannel 62

Multichannel APIs Telemarketing Analytics 62

Totango

JULY 23, 2021

In a recent survey, Totango asked CS professionals how their teams are structured and found that the most popular way is by account company size (64%) followed closely by the account or contract revenue (63%). Plus, it allows the team to deliver targeted, contextually relevant content based on each segment’s unique CS needs.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

ViiBE Blog

AUGUST 27, 2021

ViiBE Blog. August 27, 2021. Customer Relationship Management (CRM) software makes it more straightforward than ever for sales teams and customer support to interact with the customer at every step of the sales process. ViiBE includes a three-question post-call survey to measure employee performance and customer satisfaction.

Customer centricity 52

Customer centricity First call resolution CRM Feedback 52

ViiBE Blog

AUGUST 18, 2021

ViiBE Blog. CRM , Customer experience. August 18, 2021. First of all, a properly structured customer feedback survey can give you a good overview of your customer base. Next, your research continues with customer data taken from Customer Relationship Management (CRM) software. Insurance , Retail , SMB.

Customer centricity 52

Customer centricity CRM First call resolution Surveys 52

ViiBE Blog

JULY 30, 2021

ViiBE Blog. July 30, 2021. The most desired and beneficial features of successful contact centers are: interactive voice response customer experience recording advanced analytics and reporting embedded CRM API integrations. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021.

Contact Center 52

Contact Center Automotive Transportation Analytics 52

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. . Kustomer, which was recently acquired by Meta, is a CRM designed for omnichannel customer service.

APIs 117

APIs Customer Support Wait times Chatbots 117

Momentum Telecom

FEBRUARY 28, 2023

A 2020 survey found that 20% of organizations suffered a security breach due to remote work , 1 so it likely won’t come as a surprise that the technology you rushed to implement may not be the most secure solution. Teams’ daily active users rose to 270 million in 2022, nearly doubling from 2021.

CRM 98

CRM Technology Contact Center Surveys 98

ViiBE Blog

FEBRUARY 9, 2021

To that point, a recent Microsoft survey found that 59% of consumers used three or more channels to get their questions answered. According to a Microsoft survey , a majority of consumers said that the most important aspect of a quality customer service experience was getting their issue resolved in a single interaction.

Management 52

Management Customer centricity B2C CRM 52

aircall

JUNE 18, 2021

That can mean a blog post, landing or service page, or contact form. In our 2021 study of nearly 6,000 online shoppers, Aircall determined that 35% of users will post a positive review after a good customer service experience with a brand. Time on Page/Session Time. With that said, content can also be shared for the wrong reasons.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

aircall

JUNE 16, 2021

In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. Other sobering statistics in the survey illustrate the importance of getting it right the first time: Half of all customers would stop buying from a brand after a single bad customer service experience. Expert knowledge.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Comm100

MAY 8, 2021

Note: This blog post was originally published in October 2020 but has since been updated to include the latest research, up-to-date features, and pricing. Agents cannot use canned messages, audio or video chat, co-browsing, CSAT surveys, or live translate (to translate messages in real-time and respond in their language).

CRM 88

CRM Surveys Chatbots Customer Support 88

Hodusoft

JANUARY 10, 2024

That’s why it’s not surprising to see that the hosted PBX market size exceeded USD 5 billion in 2020 and is poised to grow at over 12% CAGR between 2021 and 2027. In this blog post, we will explore how Hosted IP PBX systems offer a seamless connectivity experience and revolutionize the way organizations handle their communication needs.

Interactive Voice Response 52

Interactive Voice Response Technology Marketing CRM 52

Hodusoft

NOVEMBER 29, 2022

This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. Well, HoduSoft conducted a survey in which respondents were asked to choose from the list of top 10 to 100 to help them decide the best software products or service providers.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Noble Systems

FEBRUARY 10, 2021

Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Check out these related resources: Webinar on Demand: Expert Panel Q&A: How Changing Customer Behavior Will Impact Contact Centers in 2021.

Contact Center 98

Contact Center Gamification Self service Analytics 98

JivoChat

DECEMBER 5, 2021

According to Zendesk Customer Experience Trends Report 2021 , 80% of customers will look for a competitor brand after having just one bad experience, and 75% are willing to pay more for good service. . When customer service isn’t a priority, you risk losing your reputation and damaging your brand’s image.

Customer Service 52

Customer Service Customer centricity Telemarketing Sales 52

aircall

JUNE 21, 2021

According to our 2021 ECommerce report , when people genuinely enjoy their interactions with a brand: 55% of them will continue purchasing from the company or brand. You can learn about your customer experience by conducting research, surveys, and focus groups. You can do this through relevant surveys and feedback forms.

Sales 71

Sales Customer Experience Surveys Feedback 71

Beyond Philosophy

JANUARY 12, 2022

” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. An October 2021 research survey conducted by McKinsey and Company stated that 75 percent of consumers are radically changing their shopping behaviors, and about 40 percent of those consumers are switching brands and retailers.

CRM 348

CRM Technology Personalization Contact Center 348

ViiBE Blog

JANUARY 20, 2022

ViiBE Blog 5 creative ways to digitally interact with customers, increase touchpoints, and track satisfaction levels Share this article Contents Share this article Contents Digital interaction with customers is now an essential tool as online business is going through its rebirth.

APIs 52

APIs Chatbots Education CRM 52