Eptica

APRIL 4, 2022

Date: Monday, April 4, 2022 Author: Pauline Ashenden - Demand Generation Manager Four ways to avoid customers having to repeat themselves. Author: Pauline Ashenden - Demand Generation Manager When customers reach out to a contact centre, they want to feel their time is being valued. Getting customer service right on Mother’s Day.

Best practices 119

Best practices Technology Management Customer Service 119

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Personalization 52

Personalization Customer Service Chatbots Self service 52

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 173

Customer Service Customer centricity Customer Experience Sales 173

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 870

Transportation Surveys Consulting Consulting 870

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Help Scout

JULY 29, 2021

First, 70% of customers prefer to use a company’s website to get answers on their own. Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering.

Self service 142

Self service Education Telecommunications APIs 142

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. After this positive result, 31% of consumers said they purchased more from the retailer.

Airlines 400

Airlines Wait times Self service Enterprise 400

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 113

Enterprise Education Best practices Customer retention 113

OctopusTech

JANUARY 23, 2024

In this blog, we will delve into crucial SEO strategies tailored specifically for Magento websites, providing you with a roadmap to enhance your website’s functionality. Tailored for businesses of all sizes, Magento empowers users to create and customize online stores with ease.

Engineering 62

Engineering Enterprise Sales Management 62

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience!

Customer Support 334

Customer Support Customer retention Customer Experience Management 334

Aspect

MARCH 30, 2020

Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Let me give you some perspective about both of these categories as well as what I would consider the next key operating category – Leadership Continuity. So – let’s break it down.

Government 153

Government Contact Center Education Consulting 153

VirtualPBX

SEPTEMBER 19, 2023

In this blog post, we’ll delve into the world of VirtualPBX business phone plans and explore why our innovative approach has earned them industry recognition, including the most recent accolade of the 2023 TMC Teleworking Award. Auto Attendant: Gone are the days of manual call routing.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

Nicereply

FEBRUARY 14, 2022

Y ou improve the customer experience, make your customers’ lives easier and keep loyal customers satisfied. Nicereply is awarding outstanding support teams in 3 different categories: Customer Satisfaction (CSAT) , Customer Loyalty (NPS), and Effortless Experience (CES).

Customer Experience 52

Customer Experience Customer Service 52

Nicereply

JUNE 5, 2023

How can you combine customer satisfaction metrics? In the world of customer support metrics, Customer Satisfaction (CSAT) is king. Teams of all sizes, stages, and industries measure CSAT to shed light on the quality of their support. It’s no wonder that it’s arguably the #1 support metric.

Metrics 98

Metrics Calibration Education Customer Support 98

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. TIP: Today, 70% of customers expect self-service options.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works. How Does Generative AI Work?

Chatbots 52

Chatbots Technology Personalization Customer Service 52

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

Self service 118

Self service Best practices Customer Support Chatbots 118

Nicereply

FEBRUARY 23, 2022

The NPS means Net Promoter Score and it’s a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others. Customers can then respond on a scale from 1 (very unlikely) to 10 (very likely). Customers responding 7-8 are passives. What is a good NPS?

Metrics 98

Metrics Surveys Customer Support Customer Service 98

Eptica

APRIL 28, 2020

Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Check back later in the week for further insight on customer service in the age of COVID-19. Share this page on: Tweet.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Nicereply

DECEMBER 28, 2022

Let’s look at the best support content of 2022. The Nicereply team would like to thank you for spending time and attention on our blog. Support Talks. Support Talks have become a very popular format not only among readers but also among respondents themselves. Support Talks: Sales as Part of a Customer Experience Team.

Customer centricity 52

Customer centricity Education Customer Experience Sales 52

Call Experts

JANUARY 26, 2023

If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. Keeping those customers happy and returning for more separates you from businesses with lower prices or bigger advertising budgets.

Call Center 52

Call Center Contact Center Advertising Marketing 52

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Eptica

NOVEMBER 27, 2020

Author: Pauline Ashenden - Demand Generation Manager The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. This dramatically changes the skills and support agents need to be effective and meet changing customer needs. Remote Working 2.0:

Self service 63

Self service Best practices Personalization Management 63

Aspect

MARCH 23, 2020

Upon reflection, it seems that companies are breaking into one of three categories in terms of manpower and systems business continuity: Ready and executing. As previously reported , we had a remote workplan with 20% of our support teams working from home at any given time. Did our associates have appropriate support from their ISPs?

Education 123

Education Consulting Consulting Customer Support 123

Nicereply

MAY 11, 2021

Making sure customers can find all the information they need with minimal effort needs to be a priority. You are probably well aware that quality customer service is very crucial. But you probably know that quality customer support is expensive and very time-consuming too, so what can you do about it?

Self service 98

Self service Call Center Customer Support Metrics 98

JivoChat

AUGUST 13, 2023

You can use SITE123 to make an ecommerce, have your personal blog, a digital portfolio, and much more. Different from many others that provide the same service, it doesn’t have a drag-and-drop editor where you can personalize the website, but it offers page options that are created according to the options you select.

Engineering 75

Engineering Accountability Customer Support Marketing 75

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience!

Customer Support 257

Customer Support Customer retention Customer Experience Management 257

AWS Machine Learning

OCTOBER 24, 2023

provides a Voicemail to Text service to its customers, which allows customers to quickly read through their voicemails and respond to and manage messages in any order without having to dial into their voicemailbox. The full list of supported languages can be found in Amazon Transcribe documentation. T-Mobile US, Inc.

APIs 89

APIs Engineering Metrics Technology 89

Eptica

MARCH 20, 2020

How can businesses support them effectively using technology, especially video connectivity? To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future.

Best practices 72

Best practices Self service Marketing Technology 72

Global Response

NOVEMBER 21, 2023

If you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores. and NICE Satmetrix, and it measures the overall likelihood of a customer to recommend your brand to others. As such, it serves as a measure of customer loyalty , retention and perception of your brand.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. While 59 percent of agents surveyed were in the at risk or severe risk category, there is some improvement from a similar report from 2016.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Offer self-service functionalities through community and knowledge centers. Analyzing extensive datasets to forecast trends.

B2B 91

B2B CRM Enterprise Upselling 91

Nicereply

FEBRUARY 15, 2021

Celebrate Leaders in Customer Service. In 2014 we started a tradition of honoring the best support teams among our customers. We’re thankful that with the help of amazing customer service teams we get to continue the tradition in the year 2021. appeared first on Customer Happiness Blog.

Customer Service 52

Customer Service 52

ProProfs Blog

JANUARY 28, 2021

If you search the web, you’ll find valuable studies and statistics on customer satisfaction. Those can help you shed light on your own customers’ behavior and understand some of their needs or struggles. But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them.

Feedback 148

Feedback Surveys Customer Support Sales 148