CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. 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

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. – Don’t forget email.

Best practices 52

Best practices Customer Service Customer retention Morale 52

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Finance 52

Finance SaaS Accountability Metrics 52

JivoChat

MARCH 10, 2021

Proactive customer service is more than just a buzzword. What once seemed like a novel tac has been proven to deliver tangible results in increased customer retention, loyalty, and sales. When you provide an excellent experience for your customers the first time, why would they not return for more?

Customer Service 52

Customer Service Surveys Feedback Customer Support 52

Playvox

FEBRUARY 13, 2023

But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% That makes customer retention an essential part of your financial plan — and your digital customer service strategy.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. Consider the following factors, all based on 2021 numbers from consulting firms Forrester and Bloomreach : Digital commerce is the fastest-growing sales channel.

Customer retention 52

Customer retention B2C Chatbots Self service 52

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. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Maybe even brand evangelist.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

OctopusTech

JANUARY 14, 2021

Outsourcing Customer Services to BPOs helps the EduTech sector to generate more leads and handle the business hassle-free. Along with the customer support services over voice, call centers also help with the customer support services over chat and email along with several other business solutions.

outsourcing 62

outsourcing Technical Support Multi-channel support Education 62

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His Customer Service Foundations course was LinkedIn’s most-watched customer service course in the world in 2021! Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy. Why is customer success so important?

Best practices 79

Best practices Upselling Analytics Technology 79

TMP Direct

SEPTEMBER 23, 2021

The incredible growth of CX technology spending shows the huge demand from customers for digital solutions and that companies are willing to invest in future-ready systems. The size of the US CX industry is expected to grow 15% annually from 2021 to 2028. Happy customers are much less likely to return products or demand a refund.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 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 Morale 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. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Maybe even brand evangelist.

Customer Service 61

Customer Service Chatbots Surveys Customer retention 61

SmartKarrot

JUNE 24, 2021

This is an opportunity to know from thought leaders and key influencers in the customer success field. Support Driven. Support Driven is another awesome community online with over 8000 members who are in the field of customer support. Customer Retention and Happiness.

SaaS 17

SaaS Best practices B2B Customer retention 17

CustomerSuccessBox

AUGUST 27, 2021

If not, both Customer Support and Success teams need to come together to take action and re-engage the customer. Here are a few best collaborative practices that could help you achieve renewal through better customer retention-. Additional Resources: The Net Promoter Score Industry Trends 2021.

Sales 52

Sales Management SaaS Customer retention 52

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. August 17, 2021. Creating the perfect CEM strategy and choosing the right customer experience management software is one thing, however, implementing it and maintaining it on a very high standard is a whole another topic. 26 August 2021.

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52

Fonolo

MARCH 16, 2021

Contact Center Trends 2021. First Call Resolution is a measure of how frequently you can resolve a customer’s query the first time they reach out. The purpose of FCR is to measure how effective your team is at solving issues for your customers. First Call Resolution improves customer retention.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

SmartKarrot

DECEMBER 18, 2020

Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. With so much competition in the marketplace, customer servicing plays a crucial role in customer retention. A small miss in giving a good customer experience can cause them to leave you permanently.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

SmartKarrot

DECEMBER 18, 2020

Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. With so much competition in the marketplace, customer servicing plays a crucial role in customer retention. A small miss in giving a good customer experience can cause them to leave you permanently.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

aircall

JULY 28, 2021

In early May 2021, Google made headlines worldwide. To reduce customer frustration and shorten wait times, Aircall also allows for call queuing , queue callback , and parallel calls. Lastly, Aircall’s powerful analytics will give you insight into the quality of customer support that you are currently providing.

Real estate 104

Real estate call center software Call Center Wait times 104

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. As of now, she is the GVP NAA Customer Success & Renewals at Oracle. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

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. for recruiters.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

ProProfs Blog

MARCH 26, 2021

In this blog, let’s explore both the advantages and disadvantages of customer feedback surveys in detail. What is Customer Feedback? Customer feedback refers to the opinion of your customers regarding your products, services, customer support, website, and your brand in general. Image Source. Image Source.

Feedback 78

Feedback Surveys Customer retention Metrics 78

JivoChat

DECEMBER 12, 2019

Improve customer satisfaction with a free live chat. How’re we going to grow without any customer traction? Now’s a good time to check your customer support metrics such as average customer service response time and how that correlates with how your current and potential customers view your company.

Customer retention 52

Customer retention Sales Metrics Customer Support 52

CSM Practice

MARCH 8, 2021

Their Customer Success organization has ~100 team members and is looking to grow. Delphix has 100 CSMs with projections to grow the team by 30% in 2021. Retention numbers have been trending in the right direction in the last 2 years. No unified voice and view of customers at the executive table. Enterprise-based products.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

JustCall

NOVEMBER 27, 2022

The estimated sales value for the worldwide eCommerce market in 2021 is close to $4.9 As a result, offering your clients a fantastic eCommerce customer experience is now a requirement for every retail company wishing to expand. What Is eCommerce Customer Experience? 7 Ways to Improve eCommerce Customer Experience.

Customer Experience 52

Customer Experience Customer retention Surveys Personalization 52

TechSee

JUNE 25, 2019

Customers signals – such as clicks, views and purchases – are translated into predictions that deliver value-added personalization before customers even request it. Predictive solutions combine customer data with AI to determine intent and select the right next step to deliver the relevant customer support.

Technology 122

Technology Customer Service Gamification Contact Center 122

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. As Alida’s Chief Customer Officer, Jason leads the global customer success organization, customer support, and services businesses.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. More people are buying online, and more companies are being forced into the digital world with their products and customer service. It’s our time to shine!

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

Comm100

MAY 14, 2021

They can either restore the customer’s faith in the brand or hasten the customer’s decision to try out a competitor.”. Our agents on the front line are more than just customer support” , Shep Hyken , customer service and experience expert, agrees. A good customer support agent is all of that, and more.

Customer Experience 59

Customer Experience Chatbots Contact Center CRM 59

SmartKarrot

FEBRUARY 26, 2021

It is a way in which companies identify their major competitors, look into their product, sales, marketing, and customer retention strategies. Aspects that need to be analysed include price, features, customer support, technical or tool usage, marketing strategies, and overall business model.

SaaS 10

SaaS Marketing B2B Sales 10

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

NobelBiz

FEBRUARY 15, 2023

Dollars in 2021 to 195,208 Millions U.S. The corporation is obviously catering to its younger and/or more technologically savvy clientele by making customer support available via social media for example. This is a greater growth rate than the 18.8% predicted for 2022. Dollars projected in 2023.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

Netomi

MARCH 7, 2022

Many of us have experience interacting with customer support agents in various contexts, from streaming service subscriptions and car rental bookings, to online clothing purchases. A strong customer experience strategy is a defining feature that sets companies apart – yet what do customer service and customer support truly mean?

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

Global Response

DECEMBER 21, 2022

73% of customers “expect companies to understand their needs” and fulfill their expectations, but only 51% of customers say this generally happens. It’s a win for customer loyalty and customer experience. As a result, it’s important to know how to listen to your customers needs’ and see it from their point of view.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases.

SaaS 120

SaaS Customer retention Sales Marketing 120

JivoChat

MARCH 15, 2021

Benefits of Omnichannel Customer Service. According to a survey conducted by Aspect Software , businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Agent collision is a problem that’s often found in multichannel support strategies.

Customer Service 52

Customer Service Multichannel CRM Upselling 52