Totango

MARCH 26, 2021

Resources: Guide to Customer Growth. How to Improve Customer Retention—Even During a Pandemic. In the expansion phase, customers’ usage of their original purchase leads to advanced feature adoption and the purchase of new products and services. Provide opportunities and incentives for customers to promote your brand.

SaaS 66

SaaS Best practices Upselling Education 66

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 85

Customer Service Chatbots Surveys Customer retention 85

Anexa BPO

APRIL 17, 2023

An outstanding CX initiative can make or break a business, determining financial outcomes and setting the bar for customer experience. In fact, surveys show that organizations that focus on building their CX programs report an 84% increase in revenues. A great deal can be learned by observing customer interactions with frontline staff.

outsourcing 52

outsourcing Customer centricity Metrics Customer retention 52

aircall

JUNE 16, 2021

But good customer service is no longer enough to stand out in your competitive niche. In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. From there, we determined that 55% of customers will continue purchasing from a brand after a positive customer service experience.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

JivoChat

JUNE 15, 2021

Shopify’s website customization apps offer a simple user interface that helps marketers update stores, landing pages, and product descriptions with little effort. Shogun is an app for building landing pages, blog posts, product pages, and other types of website content. Used for: Retaining customers when items are not in stock.

Upselling 52

Upselling Analytics Sales Marketing 52

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. In fact, 2021 has reportedly already seen a 102% rise in ransomware attacks compared to 2020. Choosing the Right Technology for the Future of Work.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 63

Customer Service Chatbots Surveys Customer retention 63

Nicereply

FEBRUARY 1, 2023

According to many studies and surveys, customer experience is a key part of any company’s success. Your ability to create a powerful customer experience greatly impacts the number of customers that buy from you and keep buying from you. Experience-driven companies grow their revenue at a rate that is 1.4x

Customer Experience 59

Customer Experience Advertising Chatbots B2B 59

JivoChat

APRIL 8, 2021

The more you can facilitate a smooth customer journey and enjoyable experience, the more likely it is people will complete purchases—and return for more. Increase Customer Retention. Here’s something to think about: Customer retention is five times cheaper than acquisition. Customer surveys.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

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

SmartKarrot

NOVEMBER 25, 2020

Using tools like SurveyMonkey , you can gather their important data like their company’s name and email address with just a simple survey. Your survey could be as simple as asking them if they need a product for dealing with a challenge they are currently facing. 4 Use Affiliate Marketing. 6 Generating organic as well as paid traffic.

SaaS 11

SaaS B2B Marketing Feedback 11

Netomi

FEBRUARY 28, 2022

As Pixalate’s Senior Vice President, Global Customer Success, Amanda oversees the company’s growing global customer success team, including the East and West Coasts of the U.S., A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? EMEA, and APAC. . Connect with Gemma .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Select VoiceCom Blog

MARCH 16, 2023

million new business applications in 2021, surpassing the 4.1 What better way to showcase your unique selling proposition than by offering superb customer service? Customer service for e-commerce helps ensure your leads get fast, comprehensive assistance at the outset. COVID-19 paved the way for a whopping 5.4 million in 2020.

Customer Service 52

Customer Service Multi-channel support Chatbots Customer retention 52

aircall

JUNE 18, 2021

It can also mean that the interaction points you offer actually lead your customers to what they’re looking for. . That can mean a blog post, landing or service page, or contact form. In general, you can interpret time on page as an indicator of how engaged your customers are with your content. Time on Page/Session Time.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

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. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Education Services Group

MARCH 19, 2021

At the same time, TSIA has seen a 20% increase in a company’s ability to predict churn and retention when they invest in digital capabilities over companies who don’t and a +2 point differential in their NPS scores. It’s helpful to look at your solution from a customer’s viewpoint to see where your gaps are.

Enterprise 52

Enterprise Marketing Surveys Technology 52

Callminer

AUGUST 6, 2019

Additional data can include the number of customers handled, and the overall satisfaction rating (if a survey at the end of the call is enabled) of those customers. For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

JivoChat

SEPTEMBER 20, 2021

For instance, in their article on the best online universities of 2021 , they outline the tuition costs, program details, locations, and more for a variety of different schools. They can work as excellent post-purchase resources that show your customers how to get the most out of your products, leading to happier customers.

Marketing 52

Marketing Customer Service Real estate Sales 52

Lumoa

SEPTEMBER 11, 2023

Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. But since customer experience has a more broader outlook than customer service, additional data like repeat sales figures and customer retention rate are also taken into consideration.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. But since customer experience has a more broader outlook than customer service, additional data like repeat sales figures and customer retention rate are also taken into consideration.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

ViiBE Blog

AUGUST 18, 2021

ViiBE Blog. Creating a customer-centric business strategy. CRM , Customer experience. August 18, 2021. In order to earn repeat business and develop an ongoing customer-business relationship, meeting customer expectations should be the goal of any business. 26 August 2021. 25 August 2021.

Customer centricity 52

Customer centricity CRM First call resolution Surveys 52

ProProfs Blog

FEBRUARY 5, 2021

For example, while scrolling a web page customers come across an engaging pop-up or chat survey. They fill in your immediate feedback or sometimes even share their queries via these surveys. . 1 complaint = 26 customers lost! These 26 customers go to your competitor at the blink of an eye. Pop-up surveys.

Feedback 78

Feedback Surveys Advertising Customer Support 78

CustomerSuccessBox

NOVEMBER 23, 2021

If you want to improve your services and get closer to your customers, you need to get to know them better. To achieve this, you can create satisfaction surveys and keep your customer file up to date. The more the customer buys a product or service, the more they will be rewarded. Satisfaction surveys.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

SEPTEMBER 17, 2021

Do you use the right CX metrics to measure your customer experience? In this blog, I will walk you through some of the top customer experience metrics for 2021 that are essential for any company if you want to stay relevant in this digital-first era. Customers scoring between 7 to 8 are termed passive.

Metrics 20

Metrics Customer Experience SaaS Customer effort 20