RapportBoost
DECEMBER 26, 2018
Tony: Customer preferences, cost, technology, and agent training are driving a lot of recent chat innovation. In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. What trends are you seeing in the market, Tony?
TLC Associates
JULY 24, 2019
Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line. The Importance of Measuring Customer Retention.
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VHT
OCTOBER 18, 2018
With a good knowledge management system (KMS), agents and bots can easily find answers to customer questions or identify other subject matter experts who can help. They can also access customer history, account information and product lists to personalize service or offer upsells. Social Media Customer Care.
Pointillist
MARCH 20, 2019
Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. Let me explain through the example of a retail bank ‘A’: Bank ‘A’ receives 4 million calls annually in its customer care center, accounting for a huge chunk of its total expenditure.
JivoChat
MARCH 25, 2021
By replacing a chunk of the phone support you’d otherwise provide, live chat cuts down on customer care costs, increasing businesses’ revenue per hour while lowering cost per transaction. Plus, because reps can talk to multiple customers at the same time, it boosts their productivity as well. Aberdeen Group ). Forrester ).
JivoChat
MARCH 25, 2021
By replacing a chunk of the phone support you’d otherwise provide, live chat cuts down on customer care costs, increasing businesses’ revenue per hour while lowering cost per transaction. Plus, because reps can talk to multiple customers at the same time, it boosts their productivity as well. Aberdeen Group ). Forrester ).
Help Scout
JULY 20, 2021
A willingness to make it easy (and efficient) is key to becoming a customer service-oriented team. Setting up benchmarks for the standards you’d like to achieve with your customers is an essential step for deepening your customer orientation. Here’s a typical example: Imagine you’re on the support team for a SaaS product.
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