Totango

MAY 17, 2024

Slow support response times : When support teams are slow to respond, customers escalate concerns to CSMs, leading to increased workload and decreased efficiency. Reduce support tickets A quarter (25%) of support cases are opened for topics already addressed in the support site and/or knowledge base.

Accountability 89

Accountability Government Chatbots Engineering 89

TeamSupport

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. And the likelihood that they will renew?

Customer Support 52

Customer Support B2B Technical Support Education 52

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Increase agent capabilities to increase customer engagement.

Contact Center 56

Contact Center Analytics Self service Finance 56

Kayako

SEPTEMBER 3, 2015

We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. It is a two-in-one that keeps on giving long after the webinar itself is over. Two weeks before the webinar: We set a time.

Benchmark 106

Benchmark Marketing Advertising B2B 106

UJET

JULY 15, 2019

UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel. retail sales in 2020.

Customer Support 56

Customer Support Call Center Accountability Sales 56

VirtualPBX

MARCH 1, 2022

Let us tell you why in our new partner webinar. Partner Webinar Kickoff. Join us for our partner webinar, “Become a High-Earning VoIP Partner,” on March 9th at 11 am Pacific. Partner Webinar Overview. Be sure to reserve your slot for this upcoming partner webinar today. We want to help you succeed.

voip 98

voip Accountability Marketing Sales 98

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

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, the Customer Success team today at most orgs is a very poor steward of the customers’ needs and experience. Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid.

Feedback 52

Feedback Sales SaaS Marketing 52

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 49

Customer Support Management Self service Call Center 49

Toister Performance Solutions

NOVEMBER 30, 2017

The webinar software picked the wrong time to get wonky. I placed a frantic call to technical support. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") The rep offered to stay on the line with me until my webinar started. There was a lot on the line. Never Miss a Post!

Customer Support 80

Customer Support Technical Support Self service Coaching 80

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). What are the benefits of integrating with Customer Success software? as well as custom fields and parent-child relationships.

CRM 87

CRM Finance Upselling Accountability 87

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 40

Customer Support Management Self service Call Center 40

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 40

Customer Support Management Self service Call Center 40

TeamSupport

JUNE 3, 2020

It’s common to get multiple emails a day requesting meetings or inviting us to webinars to learn about various software solutions. Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? Can managing support interactions be chaotic?

B2B 64

B2B Customer Support B2C Self service 64

COPC

APRIL 1, 2024

These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support. Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. But as you start providing live chat support across the entire customer journey, you’ll realize that operators can come across various opportunities to complete a customer onboarding process successfully.

Analytics 174

Analytics B2B Education Feedback 174

Beyond Philosophy

JULY 4, 2016

Whether the experience involves exploring services, opening an account, checking balances, getting loans, wealth management, or customer support, superior omni-channel effectiveness has become a performance ‘must-have’. Migrate employees, and support them, in their evolution as customer agents and counselors.

Banking 225

Banking Customer centricity Big data Finance 225

OctopusTech

MAY 25, 2021

Closing a deal needs marketing involvement, service demos, multiple calls through Customer Support Outsourcing , and approvals from multiple stakeholders in the companies that Outsource to India to go on and sign the contract. However, it’s just half the work done, and the proceeding step is Customer Onboarding successfully.

B2B 62

B2B outsourcing Customer Support Accountability 62

Playvox

AUGUST 11, 2022

Chat is a powerful tool for business growth, allowing businesses to communicate directly with their customers. It means you can quickly and easily offer customer support, engage with users, and use it for lead generation. Chat lets agents communicate directly with customers, as well as track and solve questions and issues.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

OctopusTech

MARCH 1, 2024

With mobile accounting for the majority of online shopping traffic today, having a seamless experience across devices is critical for converting and retaining customers. Built-in Marketing and SEO Features Shopify includes many built-in features to support your marketing efforts beyond just e-commerce functionality.

Analytics 62

Analytics APIs Enterprise Best practices 62

Nicereply

NOVEMBER 21, 2023

Transactional NPS Surveys What They Are: Transactional NPS surveys are deployed immediately after a customer has had a specific interaction with your company, such as making a purchase or talking to customer support. Everyone has a different opinion on how to survey customers.

Surveys 59

Surveys B2B Feedback Education 59

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. Olark is primarily a self-service product and because of that didn’t have a dedicated Customer Success Team.

Sales 111

Sales Customer Experience Upselling Self service 111

Kayako

NOVEMBER 30, 2015

Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. Product and support teams are interlinked when it comes to customers. Join the webinar. Sign up here. Click To Tweet.

Feedback 30

Feedback Accountability Customer Support Customer Experience 30

Nicereply

MAY 16, 2023

This not only helps your customers get up to speed quickly but also reduces the burden on your customer support team. By providing these resources, you can show your customers that you care about their success and are committed to helping them get the most out of your product. Just log in to upgrade.

Upselling 52

Upselling Feedback Best practices Personalization 52

Totango

MAY 20, 2020

Totango has now enabled write-back functionality so information flows from Totango back to your source systems like your CRM or Customer Support Platform. You no longer have to do redundant data entry, saving you time to focus on your customers. Stream Account & User Tag Information Using Customer Data Hub API.

APIs 62

APIs CRM Best practices Accountability 62

Totango

MARCH 8, 2022

Supporting CS research. Hosting CS webinars, teleconferences, and seminars. Offering tips on how to run customer success communities. Different customer success communities have different areas of focus, along with differing policies on what topics may be discussed and what types of materials may be shared.

Best practices 117

Best practices SaaS B2B Marketing 117

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

ClientSuccess

NOVEMBER 9, 2022

While some customer success departments may not have dedicated operations resources like sales and marketing departments have, more and more teams are realizing the importance of operations and investing in the solutions and resources needed for long-term success. eBook: CSM from the Trenches: Implementing Customer Success.

SaaS 68

SaaS Metrics CRM Sales 68

TeamSupport

JUNE 1, 2021

Just as any relationship takes time to build, developing a trust with your customers that feels almost like a friendship will take time as well. Fostering these relationships typically falls on an account executive or customer success manager, but should be everyone’s responsibility.

B2B 59

B2B Customer Support Accountability Personalization 59

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. Excellent customer service is crucial to the success of an organization.

Education 59

Education Accountability Customer retention Journey mapping 59

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? 25, 2pm ET/11am PT for a live 30-min webinar. They usually offer basic customer support, using simple pre-determined rules and conversation flows to respond to customer’s questions. Join us Oct. Save your seat! Like chatbots, IVRs are used for basic self-service.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Chase Clemons, Head of Customer Support at 37 Signals.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JivoChat

FEBRUARY 22, 2023

Finally, many companies are outsourcing customer service support to maximize customer satisfaction while reducing costs associated with providing effective customer service solutions. Record Meetings or Webinars. Step-by-Step Guide on How to Use Dropbox Sign Up for an Account. Upload & Share Files.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Customers: using webchat, voice, document sharing, and even video chat, on an interchangeable basis, ensures customers and agents can communication efficiently and effectively, minimizing wasted time and eliminating confusion.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

CSM Magazine

AUGUST 18, 2021

Workbooks has announced that Seymour Taylor, one of the longest-established accountancy practices and business advisers in the Thames Valley, has chosen Workbooks CRM to help grow revenues and increase operational efficiency throughout the business. Seymour Taylor is part of The Hampden Group. About Workbooks.

CRM 52

CRM Best practices Accountability Sales 52