ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. Erkin Bek Koichumanov is the Product Marketing Manager at Intelogos.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Nicereply

AUGUST 1, 2022

Customer satisfaction metrics are crucial for improving the user experience. Lower metric scores show a business isn’t doing well in certain areas. But many companies don’t use customer satisfaction metrics at all, so they’re unaware of major issues. What Is Customer Satisfaction Measurement?

Metrics 52

Metrics Surveys Customer effort Feedback 52

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

Nicereply

MAY 20, 2021

People at Blueberry Markets started with a third-party customer support service, and they noticed that there wasn’t much data about customer feedback. “It It is super simple, easy to use, and integrates easily with our support ticketing tool.”. Customers receive a CSAT survey first upon closure of their support ticket.

Metrics 98

Metrics Marketing Feedback Surveys 98

Nicereply

MAY 11, 2023

A Little Bit About Pop-Up Surveys: The Good, The Bad, and The Ugly Pop-ups are those annoying little windows that cover your viewing area of a website you just visited. If you are handy enough, they allow you to gather data while customers are still engaged with your website or product. Yeah… annoying.

Customer effort 52

Customer effort Surveys Feedback Metrics 52

GetFeedback

AUGUST 16, 2018

Plus, it’s directly tied to revenue as it affects customer happiness and churn rates. But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics.

Metrics 79

Metrics Customer Service Surveys Self service 79

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Lumoa

APRIL 28, 2024

If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs?

Feedback 83

Feedback Consulting Consulting Enterprise 83

Customer Service Life

MAY 11, 2022

This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. Understanding the Key Metrics for Self-Service. Source: Pixabay.

Self service 100

Self service Chatbots Metrics Surveys 100

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

ChurnZero

JULY 7, 2020

As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. The Difference Between Customer Support and Customer Success Teams. Customer Support teams are reactive and focus on resolving customer’s issues.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Nicereply

JUNE 4, 2020

You decide to measure customer satisfaction by implementing survey software into your day to day interactions with customers. You want to see whether your customers are or aren’t satisfied daily. You choose your software, then create your satisfaction survey. In-signature surveys. How does it work?

Surveys 86

Surveys Construction Feedback Customer effort 86

Spearline

JUNE 17, 2021

Here are a number of useful tips you can implement to your business, ensuring your customer support teams provide the best possible experience for your customers. Train your support teams. Building an effective customer support strategy requires people with the right attitude. Measure the right things.

Customer Support 59

Customer Support Telecommunications Feedback Customer centricity 59

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. When you do this, your survey will automatically begin with the first question. Like/Dislike.

Surveys 74

Surveys Feedback Best practices Metrics 74

Inbenta

JUNE 30, 2022

There isn’t one specific tool or feature that carries out this task; instead, it’s an overall plan incorporated into your customer service strategy and technology. What are the benefits of proactive support? Improve NPS score, customer satisfaction and retention. Build customer loyalty. Create brand ambassadors.

Customer Support 52

Customer Support Chatbots Brand ambassadors Engineering 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. In my current role, we primarily interact with customers by email.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What is Customer Satisfaction? Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services. How to Calculate your NPS?

Surveys 146

Surveys Feedback Metrics Customer retention 146

ChurnZero

DECEMBER 28, 2021

A quick search of “y2k aesthetic” will litter your browser with articles on how to actually wear y2k fashion the right way. Top 10 Articles from 2021. Too heavy of a focus on either metric has serious consequences for your business. Too heavy of a focus on either metric has serious consequences for your business.

Finance 52

Finance SaaS Accountability Metrics 52

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Consumers may offer rapid feedback by emailing or posting surveys on your website.

SaaS 176

SaaS Customer Experience B2B Feedback 176

Lumoa

JANUARY 24, 2024

If you want to satisfy—or dare I say, delight—your customers, you need to understand their wants and needs. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Satisfied customers are also paying customers, so keeping them happy also helps your bottom line.

Analytics 83

Analytics Feedback Metrics Surveys 83

Nicereply

NOVEMBER 27, 2023

As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. One metric that serves as a crucial tool in your arsenal is the Customer Satisfaction Score or CSAT. Generally, CSAT is determined using short surveys with one or more questions.

Metrics 59

Metrics Surveys Analytics Feedback 59

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

delighted

APRIL 19, 2019

Do you know why some customers tend to stay while others go? Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.

Surveys 59

Surveys Customer Experience Feedback Metrics 59

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. Project management, to ensure that projects are well organized, completed on time and meet key metrics. Identify the Company’s Goals 2.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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

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. Review statistics of the trigger-based surveys. Surveys answered > also known as Response Rate. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

Nicereply

NOVEMBER 16, 2021

To make your decision process easier we have compiled the most important differences between Front’s built-in solution & third-party survey app. This document will give you a comprehensive view of what you can expect from the Front CSAT survey. Front CSAT solution offers a five-star survey. Let’s have a closer look.

Surveys 111

Surveys Metrics Analytics Enterprise 111

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so.

Customer Service 67

Customer Service Chatbots Self service Surveys 67

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

Babelforce

OCTOBER 24, 2023

Customer satisfaction, also known as CSat, is a measure of how satisfied customers are with the products or services offered by a company. It is a key metric businesses used to understand and improve customer experience. You can measure customer satisfaction by asking customers to rate their experience on a scale.

Metrics 52

Metrics Multichannel Wait times Contact Center 52

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Identify which metric is needed to measure success, identify the sources from which the information will come, and define the goal of the strategy.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Nicereply

NOVEMBER 16, 2022

In this article, you’ll find the essential equipment you need to be effective as a support manager. This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job. Critical tools for every customer support manager.

Management 98

Management Analytics Feedback Surveys 98

Lumoa

DECEMBER 19, 2023

In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience.

Feedback 83

Feedback Banking Chatbots Automotive 83

Hello Customer

AUGUST 4, 2022

If you’re not actively trying to understand and fix whatever it is that is making your customers dissatisfied, they will stop doing business with you and will either complain to their friends, family, or on social media. With CSAT surveys, you can measure client satisfaction throughout the customer journey. When to measure CSAT?

Metrics 52

Metrics Surveys Customer effort Feedback 52

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. To help you get started, we’ve prepared a small customer support glossary below.

Customer Service 179

Customer Service APIs Customer Support Feedback 179