Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. Optimizing self-service tools to pre-empt support issues.

B2B 81

B2B B2C Best practices Self service 81

TechSee

NOVEMBER 22, 2021

Seven in ten workers said that they experienced two or more technical issues that required IT assistance while working remotely. . This means that companies must prioritize reliable round-the-clock remote IT technical support for their teams. . IT Support Services Prices aren’t Cheap.

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

ShepHyken

APRIL 24, 2020

Companies : Many organizations are facing the double whammy of increased customer service volumes and potentially fewer staff. Now is the time to double down on self-service. If new self-service solutions can be added and supported through existing channels, then add them.

Customer Service 192

Customer Service Airlines Self service Entertainment 192

Amity

FEBRUARY 27, 2019

Self-success is a logical extension of customer self-service. Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels.

Technical Support 64

Technical Support Self service Best practices Construction 64

Hodusoft

APRIL 17, 2024

Best Practices for Using Auto Attendant Industries That Can Benefit from Auto Attendants Past and Present: A Brief History of Auto Attendant Before the invention of auto attendant, callers had no choice other than to wait for their calls to be picked up by a customer support representative.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

TechSee

AUGUST 24, 2021

The same survey highlighted that these technical issues span a broad spectrum of home-office devices, most commonly a modem or internet connection, desktop or laptop hardware, and desktop software problems. Deliver Superior Ongoing Support for Remote Employees. Help Desk Management Tips.

Technical Support 109

Technical Support Surveys Enterprise Analytics 109

Vcaretec

APRIL 10, 2023

By outsourcing customer service, businesses can delegate time-consuming tasks to a specialized team, allowing them to focus on what they do best. Access to specialized expertise: Outsourcing companies have specialized expertise in customer service, including the latest technology and best practices.

outsourcing 52

outsourcing Customer Service Self service Best practices 52

Vcaretec

JULY 18, 2023

The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article. Pay close attention to the vendor's justifications, which are based on their expertise and best practices. However, it's only effective if you pick the correct supplier.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Lumoa

APRIL 28, 2024

For security, ISO 27001 is the world’s best-known standard for information security management systems (ISMS). With cybercrime on the rise, an ISO 27001 certification gives the security that an organization meets international best practices. Medallia, Qualtrics, and Lumoa are all ISO 27001 certified.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). That’s because many tenants may prefer to solve issues on their own without contacting customer support.

Best practices 98

Best practices Feedback Education Self service 98

Amity

MAY 18, 2016

Self-success is a logical extension of customer self-service. Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels.

Technical Support 54

Technical Support Self service Best practices Construction 54

Select VoiceCom Blog

NOVEMBER 20, 2022

The most common IT management solutions are help desks, service desks, and technical support systems. They focus on delivering services like customer service for broader coverage and handle performance metrics, self-service options, service request management and reporting, and internal database management.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Global Response

DECEMBER 21, 2023

Today, customer service outsourcing includes functions like: multi-channel and omnichannel support email and SMS customer support clienteling and luxury customer service help desk and Tier II technical support customer loyalty and retention multilingual customer service 24/7 service and overflow support and more!

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

teleopti

JANUARY 22, 2019

The desire to provide 24/7, fast and simple service means that organizations are searching for ways to power this without huge resourcing investment. Answers include the provision of self-service options, introducing automated artificial intelligence (AI) bots and allowing people to work from home and flexible employee contracts.

Customer Experience 48

Customer Experience Average Handle Time Self service Technical Support 48

Education Services Group

FEBRUARY 3, 2021

Traditionally used for Q&A and support, these platforms are quickly pivoting to be the go-to for creating a self-service customer experience. Clearly, there was an opportunity to expand from strict technical support to a scalable channel for more complete customer engagement. When 72% of U.S.

Technical Support 59

Technical Support Technology Self service Enterprise 59

SmartKarrot

JUNE 22, 2022

Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT). Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers.

Technical Support 19

Technical Support Accountability Coaching Sales 19

Callminer

AUGUST 1, 2017

As Lead for the ShoreGroup Contact Center Advanced Solutions (CCAS) team, Kristian is responsible for the development of ShoreGroup’s Contact Center Best Practices and Deployment Methodologies. Provide self-service options to your callers, but don’t force these options upon them. Kristian Martell. ShoreGroupInc.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

APRIL 21, 2022

Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT). Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers.

Coaching 19

Coaching Technical Support Education Self service 19

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. A strong knowledge base is core to self-serve and should be accessible on any site.

Benchmark 68

Benchmark Best practices Banking Wait times 68

COPC

JULY 5, 2017

Judi: In many cases, knowledge requirements have evolved as a result of changing technology, especially as products and services have become more technology-weighted. Today, there are small products, home automation products, car technology, and Internet-provided services which have expanded the need for technologically savvy agents.

Coaching 40

Coaching Scripts Call Center Technical Support 40

Global Response

JANUARY 9, 2023

B2B customer service typically involves talking to representatives on behalf of a company, rather than individual purchasers themselves. To understand how to do B2B customer service well, we need to first understand the similarities and differences to B2C customer service, so we can understand the implications of each.

B2B 62

B2B B2C Customer Service Self service 62

DMG Consulting

OCTOBER 4, 2018

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions.

Management 72

Management Virtual Agent Gamification Technical Support 72

JustCall

JANUARY 18, 2023

To manage these calls, it is essential to listen to the customer’s needs and preferences, provide information about the product or service, and try to close the sale. Technical support calls: These are calls from customers experiencing issues with a product or service. Provide choices for self-assistance.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

Totango

SEPTEMBER 22, 2022

Software-as-a-Service tools are apps that are hosted remotely and accessed through the cloud rather than installed on-premise. This allows providers to assume responsibility for hosting, technical support, and upgrades, increasing efficiency and cutting costs. They usually are licensed through a subscription sales model.

SaaS 71

SaaS CRM Advertising Analytics 71

ClientSuccess

MAY 8, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Have proactive support mindset and create automated or self-service options wherever possible.

Management 56

Management Technical Support SaaS Metrics 56

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. Let’s say you have a team of 15 customer support agents.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

NICE inContact

JANUARY 18, 2018

Companies supporting this market will be dealing with much more complexity, will require far more intelligence and automation in their processes, but also have the potential to drive efficiency by using remote diagnostics and low-level technical support to avoid having to deploy a truck roll to fix the problem.

Contact Center 49

Contact Center outsourcing Technical Support Call Center 49