Mindtouch

FEBRUARY 15, 2018

Regardless, if you’re making one of these mistakes, you’re likely increasing customer effort and quietly diminishing your customer effort score. This trend is increasingly extending into the support world, where more and more users prefer video self-service (read: step-by-step video tutorials). Easy enough, right?

Self service 85

Self service Customer effort Customer Support Customer Experience 85

Nicereply

DECEMBER 28, 2021

In this article, we explore the basic concepts of capacity planning that will help you create a model that works for your team. How Do You Measure Your Customer Service Team’s Capacity? We discuss what CES is, how it can benefit your company, and how you can train your support agents to provide an effortless experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton.

Customer Service 65

Customer Service Best practices Metrics Customer effort 65

Spearline

AUGUST 7, 2019

5 stars here, "satisfied" scores there, businesses both demonstrate their strengths and weaknesses through the use of customer effort scores on their website, for potential customers and competitors to see. Businesses are continually hoping to keep their customers impressed by, and loyal to, their services.

Customer effort 45

Customer effort Surveys Contact Center Metrics 45

Mindtouch

FEBRUARY 27, 2018

If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort.

Self service 48

Self service Customer effort Analytics Metrics 48

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? The Customer Support Experience Of The Future , by Tom Tunguz.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Nicereply

JULY 31, 2023

That’s why we’ve pulled together this list of essential customer satisfaction survey question examples that you can easily copy or adapt based on your goals. At the end of the article, we’ve also shared free customer satisfaction survey templates to inspire you as you create your own. Simply asking your customer what they think.

Surveys 98

Surveys Feedback Customer Support Wireless 98

aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. What do they do?

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

ShepHyken

MARCH 27, 2020

This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Customer Effort Score (CES).

Surveys 183

Surveys Customer Experience Advertising Feedback 183

Nicereply

SEPTEMBER 22, 2022

What is customer experience and what are its foundations? We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction. Recommended articles.

Customer Experience 72

Customer Experience Multi-channel support Customer effort Customer Support 72

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. No multi-channel support: This goes back to knowing your customers and what they like.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

Nicereply

JULY 31, 2023

That’s why we’ve pulled together this list of essential customer satisfaction survey question examples that you can easily copy or adapt based on your goals. At the end of the article, we’ve also shared free customer satisfaction survey templates to inspire you as you create your own. Use clear and concise language 2.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

Nicereply

DECEMBER 14, 2022

Artificial intelligence and chatbots can help to automate repetitive tasks , so as to free up your customer support team to focus on more complex issues. Podcast tip: Customer Experience Leaders Chat is where we talk to support professionals from all over the world. What is AI good for?

Chatbots 52

Chatbots Customer effort Customer Support Customer Service 52

Lumoa

JANUARY 15, 2024

The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

ProProfs Blog

APRIL 28, 2020

Consider Common Customer Challenges. Monitor Customer Service Metric Levels. How to Set Measurable Customer Service Goals. Customer Satisfaction Score (CSAT). Customer Effort Score (CES). How to Make Sure You Reach Your Measurable Customer Service Goals. Treat Every Customer With Complete Attention.

Customer Service 140

Customer Service Metrics Education Customer effort 140

Hello Customer

JANUARY 6, 2022

Customers nowadays want everything easy and we can't really blame them for that. Long queues, having to wait for hours to talk to customer support or browsing an old website that you have to refresh every 2 minutes. It can be the last straw that will make your customers leave you for someone else. CES: what is it?

Customer effort 98

Customer effort Surveys Metrics Feedback 98

Babelforce

NOVEMBER 18, 2021

Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. In this article, we’ll explore what makes Amazon’s support so great. To Compete With Amazon’s Customer Support, You Must Understand Why It’s So Good. Deliver personalized, peculiar experiences that customers love.

Customer Service 52

Customer Service Self service Contact Center Interactive Voice Response 52

Playvox

FEBRUARY 13, 2023

It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Babelforce

OCTOBER 24, 2023

Customer satisfaction can be measured in various ways such as surveys, feedback forms, and online reviews. Generally, CSat will track factors such as: Product or service quality Timeliness of delivery or service Ease of use or convenience Customer support and responsiveness Value for money spent In this article: How is CSat measured?

Metrics 52

Metrics Multichannel Wait times Contact Center 52

Hello Customer

AUGUST 4, 2022

First things first, let us help you understand what a Customer Satisfaction Score (CSAT) really is. To put it in simple terms, it is a customer satisfaction metric that can be used alongside Net Promoter Score (NPS) and Customer Effort Score (CES) - as part of your Voice of the Customer program.

Metrics 52

Metrics Surveys Customer effort Feedback 52

GetFeedback

AUGUST 16, 2018

As customers reply, you can keep track of your average score and segment responses by specific criteria (like customer type, region, agent, etc.) to dig deeper into support quality. Customer Effort Score (CES). Offering quick and effective support is the surest way to make your customers happy.

Metrics 79

Metrics Customer Service Surveys Self service 79

Nicereply

FEBRUARY 2, 2024

Users now have more options than ever before and businesses have to work harder to retain them as customers. By implementing effective customer success initiatives, you can help customers gain maximum value from your product, thus increasing customer happiness. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email).

Morale 83

Morale Self service Surveys Customer effort 83

GetFeedback

JANUARY 24, 2019

Today’s customers have high expectations for support. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Here I’ll share the top 5 customer support tools that you need for your team.

Customer Experience 84

Customer Experience Self service CRM Analytics 84

Nicereply

AUGUST 1, 2022

But many companies don’t use customer satisfaction metrics at all, so they’re unaware of major issues. Companies not using metrics often have bad customer support, repelling 90% of consumers. This article explains the value of satisfaction metrics and lists the best ones for boosting your service. How to Calculate CSAT.

Metrics 52

Metrics Surveys Customer effort Feedback 52

Mindtouch

JUNE 7, 2018

Regardless of what motivates the call for reducing customer effort —be it survival, a genuine interest in customer well-being, or some mixture of both—getting to know customers better requires more than empathy. Indicators of a high customer effort experience. Customers say so.

Journey mapping 60

Journey mapping Customer effort Self service Call Center 60

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Effort Score or Customer Satisfaction? How to Run a Customer Loyalty Program by ThriveHive.

Customer Service 291

Customer Service B2C Entertainment Customer effort 291

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Regis Eloi is the former Director of Customer Support at Salsify. Introducing our Experts. Encourage Agent Use.

B2B 98

B2B B2C SaaS Technical Support 98

CSM Magazine

MAY 19, 2023

As a peer-to-peer lending company, you want your platform to stand out from the rest, and one way to achieve this is by delivering exceptional customer service. This article explores the various ways that peer-to-peer lending companies can provide a great customer service experience. What is Peer-to-peer ending?

Customer Service 52

Customer Service Finance Banking Feedback 52

Customer Service Life

APRIL 27, 2018

This article was first published on the FCR blog on April 6, 2018. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Click here to read the original. Chattermill.

Contact Center 68

Contact Center Upselling CRM Feedback 68

ProProfs Blog

NOVEMBER 9, 2021

Customer Satisfaction Score arms you with a clear insight into whether your customers are happy with your product or not. It may also be used to have an overall opinion of the customers about your company, product, service, or a specific aspect such as customer support. . c) Customer Effort Score (CES).

Surveys 146

Surveys Feedback Metrics Customer retention 146

Nicereply

OCTOBER 12, 2021

And who most frequently speaks to your customers? There are many uses for customer data. However, these important use cases should be supplemented with preparing your support team to provide a better customer experience. Context is the Future of Support.

SaaS 118

SaaS Self service CRM Feedback 118

Mindtouch

APRIL 11, 2018

If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Executed well, a web self-service experience can be your 24/7 customer support department. Support cost reducer. Feedback can include: Article quality, ratings, and comments. Be proactive.

Self service 80

Self service Feedback Surveys Enterprise 80

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. A book about customer success and customer support 9. Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

CSM Magazine

DECEMBER 8, 2022

Building a solid customer experience strategy to attract new customers and retain existing ones is even more crucial for business success now. In this article, we will discuss CX strategy- what it is, why you need one and how to build one for your brand. What is a customer experience strategy, and why is it important?

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52