Pointillist

MARCH 20, 2020

The team estimates that rolling out the new automated system to all customers could save $14.1M Leverage Journey Analytics to Understand What’s Driving Customer Effort Scores A health insurance company seeks to understand why their customer effort scores (CES) are so high for newly enrolled members trying to set up automated premium payments.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

ChurnZero

JANUARY 6, 2022

In this article, we cover how profit centers and cost centers differ, as well as how Customer Success teams can position themselves to be viewed as a profitable function by: Emphasizing their value with the right metrics. Customer Satisfaction Score (CSAT) / Customer Effort Score (CES). Customer Churn Rate.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Customer satisfaction and feedback surveys.

SaaS 106

SaaS Journey mapping B2B Feedback 106

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.) Customer Effort Score (CES). Offering quick and effective support is the surest way to make your customers happy. Knowledge Base Article Helpfulness.

Metrics 79

Metrics Customer Service Surveys Self service 79

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Customer Effort Score (CES). Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

JustCall

MARCH 7, 2023

This article will discuss multichannel contact centers and highlight the best practices for building a multichannel contact center in 2023. A multichannel contact center helps customers connect to your business through multiple channels by integrating several communication channels into a single software platform.

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52

TechSee

MAY 29, 2018

Improvements in these areas have been proven to translate into lower customer churn and an improved bottom line. The following article is the introduction to our contact center KPIs on visual support series. The Rise of Visual. Video is becoming increasingly entrenched in daily life. Higher agent engagement. Enhanced agent knowledge.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

aircall

DECEMBER 9, 2016

If you set your ebusiness’ focus on the customer rather than your strict profit margin, then you can increase your bottom line through an improvement of the customer experience. This article will look into just how to do that, from a specifically ebusiness perspective. Why your ebusiness needs to encourage customer success.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Amity

APRIL 3, 2017

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. Measure time to onboard, create milestones for your customer and measure the success in hitting those milestones. The key is to measure it.

Upselling 70

Upselling Metrics Feedback Accountability 70

Tethr

JUNE 22, 2020

At Tethr, we find the majority of our customers’ experience drivers fall into one of two general buckets: Customer effort-related drivers and their reasons Customer interaction reduction drivers and their reasons. How, then, do you improve a customer experience pain point like this? CX IMPROVEMENT.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

ChurnZero

APRIL 2, 2021

Customer Success software gives departments access to customer data they never before had – shining a light on who your customers are, what your customers need and want, where your customers are in their journey, how your customers use your product and make decisions, and why your customers keep coming back, or not.

Sales 64

Sales Marketing Surveys Accountability 64

Horizon CX

AUGUST 9, 2018

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals. Context reduces your customers’ effort. Apparently, acting quickly doesn’t just improve the experience.

Customer Experience 40

Customer Experience Big data Upselling Metrics 40

Talkdesk

AUGUST 20, 2015

This presents a significant challenge for modern companies, who must adapt to provide a better customer service experience or risk eroding loyalty, losing revenue and contributing to the growth of competitor companies. Customers now have the power to really impact your business more than ever before,” says Jim Tincher.

Customer Experience 53

Customer Experience call center software Customer effort Call Center 53

aircall

NOVEMBER 29, 2016

However, remaining blind to the faults of your customer service strategy can mean a real hit for customer satisfaction, customer retention, and thereby for your business’ success. This article will look at three major customer service mistakes common to many businesses, and explain how to avoid them.

Customer Service 88

Customer Service Customer retention Metrics First call resolution 88

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. If you have a high volume of customers that are on monthly contracts then you will want to watch volume of customer churn and revenue churn. CSAT Score (customer satisfaction). CES Score (customer effort score). Length of time as a customer.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Still, only partially convinced?

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Lumoa

JUNE 28, 2018

The philosophy, that we developed over the years, is that revenue and growth is a function of happy customers. It’s not about selling or upselling but delivering exceptional value.” Getting a user profile is not the day #1 of HubSpot for that customer, it might be the day 30 or 100 of their customer experience.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

Nicereply

MAY 11, 2020

McKinsey found that repeat e-commerce customers spend more than double what new customers spend ($52.50 average cart size for repeat customers, compared to $24.50 for new customers). SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

REVE Chat Blog

NOVEMBER 21, 2019

Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase. It will open the door for upselling. CTAs should be prudently used across the website to boost customer engagement.

Best practices 77

Best practices B2B Sales Chatbots 77

aircall

NOVEMBER 23, 2016

This article will look at how to use phone to benefit your business, empower your team, and satisfy your customers. It’s never too early to focus on customer centricity. Aside from its flexibility, versatility, and mobility, VoIP business phone technology is a formidable tool on the customer end of things as well.

voip 78

voip Interactive Voice Response Sales First call resolution 78

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

aircall

NOVEMBER 23, 2016

This article will look at how to use phone to benefit your business, empower your team, and satisfy your customers. It’s never too early to focus on customer centricity. Aside from its flexibility, versatility, and mobility, VoIP business phone technology is a formidable tool on the customer end of things as well.

voip 48

voip Interactive Voice Response Sales First call resolution 48

aircall

NOVEMBER 17, 2016

In 2016, 60% of consumers reported having higher expectations in terms of customer service than they did the previous year. This article will look at four customer service trends which will affect the way businesses cater to the customer experience in 2017. Unfortunately, to stagnate is to lose relevance.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Nicereply

JUNE 18, 2020

Reducing the effort customers spend doing business with you makes them more likely to remain customers in the future. To start measuring customer effort, you can use Customer Effort Score , a metric designed by CEB. Plus, you’re missing a huge revenue opportunity from driving upsells and referrals.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

SmartKarrot

JULY 1, 2021

This is where customer success for startups comes into the picture. You must be aware that customer success teams wear many hats. In simpler words, they look into diverse functions – be it support, experience, upsell, renew, etc. But the core of each of these functions is unanimously the satisfaction of the customer.

SaaS 10

SaaS Metrics Upselling Chatbots 10

SmartKarrot

SEPTEMBER 22, 2020

Even though it is more costly to acquire a new customer than retain an existing, yet in a survey , it was found that 44% of companies have a greater focus on customer acquisition. Able to find more opportunities to expand your business through upselling or cross-selling to your existing customer base.

Advertising 10

Advertising Surveys Feedback Upselling 10