Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Despite these advancements, the human element still rules as the best way to deliver efficient customer support. 24x7x365 availability and customer support is the new normal.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

ProProfs Blog

MARCH 27, 2019

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. That’s a lot of chatbots!

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

ShepHyken

AUGUST 9, 2021

Customer Service Benchmark Report – 2021 by Hiver. Hiver) Hiver surveyed 500+ US-based customer service professionals to find out how their teams handle requests – how quickly they respond, what channels they use, what KPIs they track to measure their support quality, and more!

Customer Service 357

Customer Service Benchmark Customer Experience Surveys 357

Netomi

FEBRUARY 24, 2022

In our new Customer Service Benchmark Report – Cryptocurrency, we analyzed top 101 global cryptocurrency exchanges and platforms, with emphasis on support delivered via email (which we know is a preferred support channel). Here, we share some of our most intriguing findings from this CX benchmarking report.

Customer Support 52

Customer Support Benchmark Customer Experience Banking 52

NICE inContact

OCTOBER 8, 2019

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. Using our analogy, benchmarks are used to determine whether your call center is on course.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Set benchmarks for your playbook.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Set benchmarks for your playbook.

Analytics 52

Analytics Sales Customer Support Benchmark 52

Expivia

FEBRUARY 18, 2024

This level of personalization transforms routine transactions into moments of genuine connection, fostering stronger relationships with each customer. With these innovations, Expivia is setting new benchmarks in customer service, ensuring that we remain at the forefront of the industry’s digital transformation.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Nicereply

JANUARY 12, 2021

That’s magnified if a company has hired you into a leadership position as a customer support manager. Here are the four key steps to take within the first month of employment in a customer support manager role. Get to know your customers. How do they feel about the support that you provide?

Customer Support 87

Customer Support Management Journey mapping Benchmark 87

Kayako

MARCH 14, 2018

Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support? These two simple guiding prin ciples remind us how easy it can be to transform the customer experience. Far from it!

Customer Support 86

Customer Support Best practices Benchmark Metrics 86

Fonolo

NOVEMBER 22, 2022

Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. Benchmark Portal: Contact Center Manager Certification. More on Benchmark Portal’s Contact Center Manager Certification ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

CSM Magazine

DECEMBER 7, 2018

With fierce competition across the industry, find out how these leading businesses are bringing customer service closer to the executive table.

Benchmark 45

Benchmark Customer Service Multichannel Chatbots 45

Comm100

SEPTEMBER 10, 2020

Email is a foundational pillar of customer support. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Comm100

SEPTEMBER 10, 2020

Email is a foundational pillar of customer support. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Return Customer

JULY 25, 2018

Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere. In addition, 97.6%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

aircall

FEBRUARY 2, 2018

Your support team has added 5 new agents in the last month, and the website is experiencing traffic like never before, but customer service is not a deductive science. You have to ask questions to know if you’re hitting benchmarks or coming up short. Typeform makes collecting user feedback intuitive and attractive.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Help Scout

MAY 14, 2021

“We’re here to celebrate with our customers when they get a win from using the product and also here when there are questions or concerns.”. We’re absolutely obsessed with customer success.”. Workflows : Create events from tags, customer properties, or email content to properly route conversations. Before Help Scout, Brain.fm

Benchmark 110

Benchmark Metrics Customer Support Customer Service 110

Netomi

APRIL 6, 2023

How are fintech companies performing when it comes to customer service? And what opportunities are they missing to meet their customers’ expectations? In the latest edition of the Netomi Customer Service Benchmark Report, we set out to find answers.

Benchmark 52

Benchmark Banking Enterprise Customer Support 52

CustomerSuccessBox

APRIL 7, 2022

So be in check with the datasheet to know how engaged your customers are with your product. The benchmark of Net Retention Rate. Customers like to engage with your products more, so make upsells and expansions. And the way to do it is to see how you are treating your customers. So better the value is delivered.

SaaS 98

SaaS Benchmark Upselling Metrics 98

IdeasUnlimited

MARCH 28, 2024

The recognition by the Houston Award Program is a clear indication of IdeasUnlimited’s leadership and excellence in the call center industry, setting a benchmark for quality and service. The company’s focus on customer satisfaction and brand representation makes it an ideal partner for businesses aiming to reach new heights.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

RapportBoost

DECEMBER 26, 2018

Tony: Customers expect faster responses and are less loyal to brands. Customers expect faster response times than ever in email and MUCH faster in live chat. A 2018 Forrester report states that email is still the most common channel for customer support. However, human agents can be augmented with technology.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Totango

DECEMBER 20, 2023

Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

JustCall

OCTOBER 6, 2023

Such variations are a result of poor customer support standardization. Research tells us that 81% of customers seek the same level of service every time they interact with the business. So, laying out SOPs to achieve a consistent customer support experience is crucial. However, not all of these carry equal weight.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

SmartKarrot

AUGUST 2, 2023

In this write-up, we are sharing a few valuable insights as to how a Customer Success leader should enable and empower their team. In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. CSAT Benchmark: Aim for a CSAT score of 90% or higher.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Therefore, these technologies should not require additional customer effort, repeat contacts, or escalation.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Lumoa

DECEMBER 8, 2022

How to add your competitors’ public reviews to the mix, so you can get a reliable benchmark and win in the market. How to identify key pain points that you can immediately tackle to increase the score. There are many ways to use the integration function, and this is just one example.

Customer Experience 94

Customer Experience APIs Benchmark Marketing 94

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

NICE inContact

JULY 14, 2020

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger. This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

ShepHyken

JANUARY 15, 2023

Putting the Human at the Center of Digital Experience by Shridhar Iyengar Raman (Retail Customer Experience) While digital interaction is preferred by both consumers and providers, they have very different takes on it. My Comment: Even digital customer support can create a human experience.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

ShepHyken

OCTOBER 4, 2019

To make their job easy, businesses opt for a customer engagement platform. It can capture customer data including average spend, visit frequency, lifetime value, itemized purchases, and competitive benchmarks. Principle #2 Re-engage customers. Customer engagement never stops.

Benchmark 299

Benchmark Feedback Customer retention Consulting 299

Totango

OCTOBER 7, 2021

After specific product adoption benchmarks have been achieved. After a customer support issue has been resolved. At customized intervals based on the customer’s individual data, such as the 30-day anniversary of their purchase. After onboarding has been completed. As a subscription renewal deadline approaches.

Feedback 101

Feedback Benchmark Surveys Analytics 101

CSM Magazine

JANUARY 30, 2024

Apple consistently demonstrates a profound understanding of the value of a delighted customer, and they continuously strive to exceed expectations. Amazon.com Amazon.com, the global e-commerce giant, has redefined the benchmarks of customer service.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Solvvy

MARCH 8, 2022

Benchmark employee feedback to identify areas of improvement. The best way to effectively use agent responses is by consolidating the data and benchmarking it across different areas including companies in your industry. Create opportunities for comradery and access to resources to empower agents.

Benchmark 62

Benchmark Chatbots Surveys Feedback 62

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. Technology NPS Benchmarks by CustomerGauge. One of the leading trends in customer service is a much stronger emphasis on visual support methods.

Customer Service 158

Customer Service Benchmark Customer Care Finance 158