Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Recording – both voice and digital communications should be captured in real-time for agent support. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Kayako

MAY 25, 2017

An example for the “I hate your product” email: Hello,I just signed up yesterday for a paid account with your service, and I found out today that it doesn’t do ANY OF THE THINGS that I want it to do. I have a ton of data in my account, and what I use instead is this tool:[link]. Use documentation to answer simple queries.

Customer Support 112

Customer Support Best practices Accountability Engineering 112

Wowdesk Blog

JULY 1, 2020

Every customer support team goes through a stage where the number of emails adds up into hundreds every day, and the need for a new process originates. . All these processes may differ but are equally advantageous to manage your ticketing system and customer support queue. Ideas to manage customer support queue.

Customer Support 52

Customer Support Management Self service Engineering 52

aircall

APRIL 12, 2017

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated.

Customer Support 81

Customer Support Self service Wait times Personalization 81

Method:CRM

MARCH 20, 2023

Customer portals allow your company to manage customer interactions more quickly, efficiently, and reliably through features like: Self-service tools. Secure online access to data and documents. Customer feedback surveys. That being said, here are our top five reasons why you need a customer portal.

CRM 52

CRM Enterprise Self service Accountability 52

Method:CRM

MARCH 20, 2023

Customer portals allow your company to manage customer interactions more quickly, efficiently, and reliably through features like: Self-service tools. Secure online access to data and documents. Customer feedback surveys. That being said, here are our top five reasons why you need a customer portal.

CRM 52

CRM Enterprise Self service Accountability 52

aircall

APRIL 12, 2017

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated.

Customer Support 48

Customer Support Self service Wait times Personalization 48

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

Nicereply

DECEMBER 7, 2022

Next, ensure that the new employee understands the customer’s needs and how they can handle customer feedback. This can be done through customer support training, which will help the new employee learn how to communicate effectively with customers and understand their issues.

SaaS 52

SaaS Morale Feedback Accountability 52

JustCall

MARCH 17, 2020

But, are you still figuring out what to highlight in a Customer Service Representative job description? In this blog, you will get to know what responsibilities customer service representative jobs comprise. A customer service representative is confident at troubleshooting. Update customers with deals and promotions.

Customer Service 52

Customer Service Accountability CRM Best practices 52

Nicereply

APRIL 20, 2021

I don’t know” isn’t a good enough answer in customer support. When customers come to you with unique problems and unusual questions, we can’t refuse to answer them. Specific settings: what account are they using? In many cases, your response will follow the same steps as a great customer service apology : Empathize.

Customer Service 105

Customer Service Engineering Accountability Customer Support 105

aircall

DECEMBER 16, 2022

The right cloud-based phone system for your customer support team can make or break a sale. With plenty of Justcall alternatives available on the market, finding the ideal cloud-based phone system for your customer support team can be quite a time-consuming process. Keep an eye on how your customer support team is doing.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

OctopusTech

JULY 29, 2020

Between all your business’s daily operations, managing staff, and attending important meetings, will you or your support team be able to find the time for chasing after delinquent accounts? Detailed documentation. With extensive and thorough documentation, you will be able to show the court that you have detailed documentation.

outsourcing 62

outsourcing Morale Finance Government 62

Steve DiGioia

SEPTEMBER 16, 2016

I recently met with Brock Fisher, the National Manager of Customer Support at LITTLE, to discuss his approach to customer service. Ben Motteram : Hi Brock, one of the things that has really impressed me about LITTLE Real Estate is their commitment to customer service. BM : It’s been great talking to you today, Brock.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Customer Interaction: Agents interact with customers via phone and email to address inquiries, provide information, and resolve issues.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. You can export your report as a CSV document. Choose the frequency of receiving reports (weekly, monthly, both, none).

Best practices 98

Best practices Feedback Management Surveys 98

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Nicereply

SEPTEMBER 28, 2021

The quicker you can implement it, the faster your agents can be up and running, giving your customers the support they request. Take into account that customer service software implementation depends on various factors, like your business’ workflows, integrations, related apps, required customizations, schedule, etc.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Method:CRM

MARCH 13, 2023

Customer experience is how people feel when they buy or interact with your products and services. It includes things like customer service, the quality of the product or service sold, customer support, customer convenience, and more. Enhancing the customer experience is crucial to your success.

Customer Experience 90

Customer Experience Self service Education Best practices 90

Select VoiceCom Blog

JANUARY 11, 2023

Moreover, SVC complies with the Health Insurance Portability and Accountability Act of 1996 (HIPAA), emphasizing our dedication to safeguarding client data in the healthcare industry. After submitting the required documents, applicants will complete an online application form, undergo an interview, and take an online exam.

Healthcare 52

Healthcare Telemarketing Call Center Accountability 52

Totango

AUGUST 18, 2022

Client onboarding procedures typically cover steps such as: Welcoming new customers. Assigning account managers. Activating accounts. Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Creating usernames and passwords. Completing profiles.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

Nicereply

MARCH 7, 2019

” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world. Sarah has done tons of amazing work for the modern support industry. Natalie Keshlear. Sarah Hatter. Abby Armada.

Engineering 94

Engineering Customer Support SaaS Personalization 94

OctopusTech

SEPTEMBER 9, 2023

Have you ever dialed a customer support number and found that the person at the other end lives halfway across the globe? The dedicated call centers handle day-to-day customer queries such as solving credit card issues, checkout process problems, and many more. This is where call center outsourcing plays a major role.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

aircall

JUNE 9, 2021

However, with many customer support channels available, choosing the right one(s) can be complicated. In this article, we’ll go through everything you need to know to select the best multichannel mix for your customers’ needs, including: 1. The top customer support channels available today.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Accountability 92

Accountability Construction SaaS Sales 92

ProProfs Blog

JANUARY 10, 2019

Gone are the days when companies could ignore the value of customer support. Customers today are highly demanding and look for instant help. Humans in your customer support team are increasingly finding it difficult to delight your customers. Reason #4 – Keeping Track of Customer Requests.

Customer Support 94

Customer Support Self service Surveys Management 94

Nicereply

APRIL 16, 2020

Neither are customer complaints. Even if you have the most ironclad legal document on the planet, it’s really important to handle each customer interaction with care—especially when someone is unhappy with your terms of service. Hi [customer name], Thanks so much for bringing this to our attention.

Feedback 52

Feedback Accountability Technology Personalization 52

Call Experts

JANUARY 8, 2020

Spending around 600 billion a year in the US, millennials have redefined how businesses interact with and retain customers. Include a detailed FAQ section on your website, support documents, interactive mobile apps, online communities, and web-based chatbots to support customer's needs. More Blogs Menu.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

ViiBE Blog

OCTOBER 28, 2022

ViiBE Blog Alternative to WeTransfer: how to share large media files in B2B environment: Anna Gorina October 28, 2022 Share this article Contents Share this article Contents In an age when data is one of the most valuable assets, sharing information has become an essential part of daily life and business processes.

B2B 52

B2B CRM Sales Accountability 52

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. The best of customer experience.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

UJET

AUGUST 5, 2020

The email should share your wins, keep accountability for finishing projects on time, and inform cross-functional teams of work on shared objectives. I take my meeting-less hours to deep dive into the product, read technical documents, and focus on uninterrupted project work. Recognition and Visibility. Work-Life Balance.

Personalization 133

Personalization Marketing Management Accountability 133

Inbenta

DECEMBER 14, 2021

And once a new customer has bought their first insurance policy, product, or service with a provider, chatbots can give them a friendly welcome and provide links to common questions, from how to file a claim to any necessary documents the insurer might need from them. Ask: Provide account access and support.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

AWS Machine Learning

NOVEMBER 22, 2022

Enterprises often need to communicate effectively to a large base of customers, partners, and stakeholders across several different languages. They need to translate and localize content such as marketing materials, product content assets, operational manuals, and legal documents. To deploy the solution, you need an AWS account.

APIs 70

APIs Enterprise Accountability industry standards 70

AWS Machine Learning

JANUARY 26, 2024

In addition to awareness, your teams should take action to account for generative AI in governance, assurance, and compliance validation practices. You should begin by extending your existing security, assurance, compliance, and development programs to account for generative AI.

Best practices 123

Best practices Government Engineering Accountability 123

Nicereply

JULY 24, 2019

“Nicereply has helped us improve our customer satisfaction and quality of service overall, by allowing us to get customer feedback in real time.”. Neat focuses exclusively on developing powerful yet cost effective tools for small businesses that help with expense management, automated bookkeeping and document organization.

CRM 75

CRM Morale Feedback Banking 75

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Customer Interaction: Agents interact with customers via phone and email to address inquiries, provide information, and resolve issues.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59