Inbenta

JULY 29, 2021

In this article, we’ve collected 8 chatbot use cases to show you how conversational AI is automating airline support. Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight.

Airlines 88

Airlines Chatbots Upselling Self service 88

SmartAction

OCTOBER 25, 2023

Missed Opportunities: Beyond immediate customer dissatisfaction, the underinvestment in the voice channel meant missed opportunities for upselling, gathering valuable insights and building stronger customer relationships. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Totango

NOVEMBER 27, 2023

Offer self-service functionalities through community and knowledge centers. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 92

B2B CRM Enterprise Upselling 92

Solvvy

JUNE 17, 2021

When it comes to automated, personalized support, reading subscription service Scribd knocks it out of the park. Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

CSM Magazine

MARCH 24, 2022

According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. The best field service solutions will include consumer portals that can make scheduling service visits easy for customers by offering control over their experience.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. Customer service : Support teams can utilize segmentation in several ways. What Is B2B Customer Segmentation?

Best practices 100

Best practices B2B Journey mapping Upselling 100

Global Response

JULY 17, 2023

But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call center operations in-house. In this article, we’ll show you seven key ways using an outsourced call center can save your business money. Creating additional self-service options.

Call Center 62

Call Center outsourcing Upselling Self service 62

Totango

SEPTEMBER 20, 2022

Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. Offering customized upsells geared toward customer needs and product usage patterns. Providing onboarding guidance via in-app messages, emails, and tutorials.

B2B 83

B2B SaaS Education Brand ambassadors 83

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Use behavioral data to surface expansion opportunities Companies that sell software-as-a-service (SaaS) can examine customer usage for behavioral intent data and adoption trends within your product.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Use behavioral data to surface expansion opportunities Companies that sell software-as-a-service (SaaS) can examine customer usage for behavioral intent data and adoption trends within your product.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Totango

JUNE 15, 2022

Maximize Upsells or Improve NPS and Loyalty), then build out that journey using pre-designed templates and workflows. By investing in a product like Totango that delivers a self-service, digital-first model, you can enable company-wide customer success innovation to deliver exceptional customer experiences every time. .

Upselling 96

Upselling Analytics Self service CRM 96

Pointillist

MARCH 20, 2020

The team wants to understand the effectiveness of their self-service channels when customers have a problem making a mortgage payment. Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web. customers were sent a Payment Request notice.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

AUGUST 18, 2022

In this article, we’ll cover what you need to know to create an effective onboarding checklist. Describing where to access self-service and customer support tools. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

CSM Magazine

JUNE 30, 2022

As an online business owner, you know that providing great customer service is essential to your success. In this article, we will discuss some of the best ways to provide excellent customer service for your e-commerce store. Offer self service. loyalty program. Offer personalization.

Best practices 52

Best practices Customer Service outsourcing Self service 52

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Quality Contact Solutions

DECEMBER 31, 1969

You answer the phone, look up answers for customers or prospects, solve problems, enter orders, upsell or cross sell, and note all the details in your CRM. To ensure success, Melissa must coach her team on customer service skills, upsell and cross-sell skills and order retention skills. Well… not really.

Telemarketing 68

Telemarketing virtual call center Average Handle Time Upselling 68

TeamSupport

JANUARY 10, 2020

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). 4) A major increase in data-driven customer service decisions will happen.

Customer Service 80

Customer Service B2B Upselling Self service 80

Netomi

APRIL 19, 2022

Customers today desire self-service options, many preferring to resolve their own issues without involving customer support agents – and gamers are no exception to this trend. Reimagining the Gaming Experience: An Gamer-Centric Approach to CX in Gaming.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

inmoment

JULY 4, 2020

To make the most of these initiatives and to measure just how effective brands’ experience improvement efforts truly are, companies should always view improvement monetization through the paradigm of four economic pillars: customer acquisition, customer retention, cross-sell/upsell opportunities, and lowering cost to serve.

Customer Experience 40

Customer Experience Upselling Customer retention Metrics 40

Netomi

MARCH 24, 2023

In this article, we’ll go beyond the surface – under the hood, so to speak – of conversational AI platforms to identify the components that add quality mileage. These issues may not be noticeable right away, but soon enough, the fissures become more apparent as customer satisfaction drops and sales begin to stagnate.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

GetFeedback

AUGUST 16, 2018

Customer success can spot upsell opportunities, or prioritize red accounts that need extra love. Self-Service Metrics. The better your self-service content, the fewer cases you’ll get. But measuring your self-service content is important if you want to maximize its effectiveness.

Metrics 79

Metrics Customer Service Surveys Self service 79

Mindtouch

JULY 31, 2017

There will always be a need for good human-to-human support, but for many of the issues, self-service would suffice if companies made it available. KCS methodology puts companies on the fast-track to creating a sustainable self-service model. How does the Knowledge Worker impact the future?

Average Handle Time 48

Average Handle Time Self service Revenue potential Upselling 48

OctopusTech

MARCH 28, 2022

A Customer Success Team is a group of trained people that includes Customer Success Managers (CSMs) and operators who provide customer support services such as checking smooth functioning of the onboarding process, delivering detailed information about products to customers, resolving customer issues, and many more.

Feedback 62

Feedback Surveys Upselling outsourcing 62

NobelBiz

SEPTEMBER 26, 2023

Boost efficiency, reduce wait times, and provide self-service options that empower your customers. Request a demo now to experience the future of customer service! Cross-sell and Upsell Opportunities: Based on customer history, promote relevant products or services.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

Global Response

DECEMBER 23, 2022

In this article, we’ll break down the 8 types of software every call center needs, along with key features to look for. Knowledge Bases A knowledge base (sometimes called knowledge management software ) is a self-service solution for agents to find service- and product-related information.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Babelforce

APRIL 21, 2021

This article will explore seven strategies top contact centers are already using to make life easier for staff. It used Natural Language Understanding (NLU ) technology to improve call routing and self-service. You can also use it to: Help your agents spot sales and upsell opportunities. 1 Automate data entry.

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52

TechSee

MAY 29, 2018

The following article is the introduction to our contact center KPIs on visual support series. In customer care organizations, FCR is used to gauge the quality of customer service as well as the overall efficiency of the call center’s operations. The Rise of Visual. Video is becoming increasingly entrenched in daily life.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Global Response

FEBRUARY 26, 2024

Improving your customer service sets your company apart from competitors and improves your bottom line. In this article, we’ll look at some simple and effective ways to boost your customer service—and explore how a call center can help.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Education Services Group

NOVEMBER 22, 2021

In this article, we’ll go over… What is a customer health score and why is it important? One company may need to predict the chance of a customer churning while another may want to predict the likelihood of a customer upselling. How, exactly, do you do that? I’m so glad you asked. How to choose your customer health model.

Upselling 52

Upselling Metrics Enterprise Feedback 52

CSM Magazine

MARCH 27, 2020

They want to improve the overall customer experience, from product creation to the upsell. Upsells additional products and features. ?. ?. Develops knowledge base documentation and self-service materials. ?. They should have input when it comes to exactly what features and products are developed, and how.

Customer Support 52

Customer Support Self service Feedback Upselling 52

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. It may involve improving processes, investing in new tools or training, or making changes to your products or services.

Surveys 83

Surveys Feedback Banking Best practices 83

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

Help Scout

DECEMBER 5, 2018

Make self-service part of your customer service. Another valuable feature of help desks is the ability to offer content in the form of knowledge base articles and FAQs to help customers’ help themselves. Investing in a help desk that makes self-service content easily available keeps customers happy.

Customer Support 40

Customer Support Self service Upselling CRM 40

Solvvy

MAY 8, 2019

Often times, auto shops attempt to upsell you on other services/products. We even update our Help Center articles in case our customers want to self-serve and find those answers on their own. We are here to make true connections with customers who want to and give the option to those who prefer to self-serve.

Feedback 48

Feedback Self service Upselling Customer Support 48

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. How to provide improved self-service options. However, regardless of who owns the upsell or renewal, track it. Overall efficiencies.

Upselling 70

Upselling Metrics Feedback Accountability 70