Nicereply

DECEMBER 28, 2021

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ShepHyken

NOVEMBER 24, 2017

Are people asking for customer support? To deliver great social media-based customer service, you have to be able to respond in a timely manner—not in a week, not in a few days, but ideally within a few hours or even within a few minutes. Then try asking them, through a survey. Communication is key to great service.

Customer Service 221

Customer Service B2B B2C Accountability 221

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. Shadow Customer Support. Sales professionals can flatten their learning curves by shadowing the company’s support agents.

Consulting 62

Consulting Consulting Sales Analytics 62

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

TeamSupport

SEPTEMBER 21, 2020

So, it’s no surprise to see that the B2B customer support industry has been among the most impacted. The main focus of B2B companies is to offer unmatched support to their customers. In this two-part blog series we introduce four ways AI is impacting the B2B customer support sector.

B2B 98

B2B Customer Support Chatbots Consulting 98

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

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We couldn’t agree more!

Customer Support 98

Customer Support Call Center Coaching Consulting 98

ProProfs Blog

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. I can certainly advise how we approached our customer support.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Manage the contact with the customer ever step of the way. Customer Service Experts, Writers, Consultants, and Influencers.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Feedback 83

Feedback Consulting Consulting Enterprise 83

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run. Existing ways of contacting remote customer support 1.1. Read now 1.3.

B2B 52

B2B Customer Support Chatbots CRM 52

aircall

AUGUST 8, 2017

Today’s marketplace doesn’t tolerate poor customer support. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. In the long run, investing in customer support strengthens every level of your organization and benefits customers as well.

Customer Support 91

Customer Support Feedback Finance Sales 91

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Nicereply

MARCH 5, 2019

Our feelings about work are especially important in customer support, where our moods have the potential to affect our customers. 92% of customers believe that an agent’s happiness at work affects their experience. Customer support employees provide higher-quality support when they’re happy at work.

Customer Support 85

Customer Support Construction Scripts Customer centricity 85

ViiBE Blog

MAY 3, 2023

Existing ways of contacting remote customer support 1.1. Calling a hotline A good-ol-hotline is provided for customers to contact in case of needed assistance. By choosing the number corresponding to the type of query, a customer can get connected to an expert and report the encountered problem. Read now 1.3.

B2B 52

B2B Customer Support Chatbots CRM 52

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language.

Scripts 195

Scripts Consulting Consulting Personalization 195

aircall

FEBRUARY 2, 2018

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. By encouraging support reps to be self-sufficient, you’re eliminating call transfers and saving time. Here, as in most of life’s endeavors, information is power.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

ShepHyken

JULY 26, 2021

My Comment: We start this week’s Top Five roundup with an article focused on why a focus on the internal customer experience is important to delivering a better external customer experience. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 263

Customer Service Customer retention Contact Center Upselling 263

Vcaretec

JUNE 6, 2022

As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers. Did you make our list of customer care influencers? Writer/Analyst by trade.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. Consider important factors like reliability, call quality, customer support, etc.

voip 105

voip CRM Consulting Consulting 105

Creative Virtual

OCTOBER 1, 2019

The same is true with customers – not every customer wants to self-serve and not every customer issue or question is best resolved with self-service. A successful digital customer experience strategy never leaves out the human touch completely.

Customer Support 40

Customer Support Virtual Agent Self service Transportation 40

SharpenCX

AUGUST 19, 2021

Shopifolks invest in customer support. Consumer review sites and even entire blog articles talk about Shopify’s great customer service, with tons of users listing it as one of the brand’s benefits. They have a huge database of FAQs, email/chat support…and phone support – with a real, knowledgeable rep on the other side.”.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. 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.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

BlueOcean

DECEMBER 15, 2022

He has been a successful player support consultant for years thanks to his deep expertise in customer experience, video game development, live operations support, and much more. What inspires me most about Tony’s player support journey is his desire and willingness to share knowledge.

Consulting 62

Consulting Consulting Customer Support Customer Experience 62

Beyond Philosophy

JANUARY 25, 2016

From the way you handle the order to Customer support to how you incent your teams’ performance , the Customer is the focus. If you enjoyed this post, you might be interested in the following blogs: Why Most Customer Experience Programs Fail. 3 Ways to Tell if Your Customer Relationship is All About You.

Customer centricity 273

Customer centricity Journey mapping Consulting Consulting 273

ShepHyken

APRIL 24, 2017

There are many ways a company can give a custom feel to the customer’s experience. This short, but excellent, article shares some valuable fundamentals for building an experience that gets your customers to come back again and again. Why Customer Support and Loyalty Initiatives are Worth the Investment by Josh Brown.

Customer Service 174

Customer Service Surveys Personalization Consulting 174

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Totango

MAY 13, 2022

Onboarding is one of the first times your customer engages with your business. The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs.

Enterprise 104

Enterprise Customer Support SaaS Sales 104

Beyond Philosophy

NOVEMBER 28, 2017

Just a willingness to ‘think customer’, and consistently execute just a bit outside the box. From my blog covering what Metro does to distinguish its banking experience: “…what further distinguishes Metro are some of the little touches – free lollipops on the counter for the kids, and water bowls for customers’ dogs.

B2C 207

B2C Banking B2B Customer advocacy 207

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. As the National Manager of Customer Support, what are you responsible for? Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Nicereply

FEBRUARY 20, 2023

With Salecto, empathetic sparring and eye-level consulting are combined with the right platform to create the best webshops. Currently, they have 22 passionate e-commerce consultants in their Danish office and 45 developers in their Indian office. The customer should be at the center of your attention, according to them.

Feedback 52

Feedback Consulting Consulting SaaS 52

Beyond Philosophy

APRIL 14, 2022

McDermott says this breaks down into a supply-side problem with customer support and a demand-side problem, which customers expect. Looking up from what is close to a 17-year low in customer satisfaction, it’s time to give CX more than just lip service. This blog was written in partnership with Zendesk.

Contact Center 195

Contact Center Upselling Education Engineering 195

aircall

OCTOBER 13, 2022

According to a recent commissioned Forrester Consulting study, The Total Economic Impact™ of Aircall, a composite Aircall customer recovered $31.7K in operational expenditure over three years— all while saving eight minutes per hour per person in sales and support teams. It’s either “acquire customers” or “keep customers happy”.

Management 118

Management Sales Consulting Consulting 118

CSM Magazine

MAY 15, 2023

Being a highly competitive sector, healthcare providers need to keep up with the ever-evolving preferences of the customers and ensure superior customer experience across touchpoints. This blog discusses six ways to improve customer experience in healthcare. Customer self-service opportunities should be enhanced.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

Aspect

MARCH 23, 2020

Our test went so well, and the world has progressed in the definition of social distancing, that Aspect made the decision to continue all customer support, professional services, cloud operations, educational services and more from a “work-from-home” model. Speed is of the essence when it comes to business continuity.

Education 123

Education Consulting Consulting Customer Support 123

Totango

MARCH 8, 2022

Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts.

Best practices 116

Best practices SaaS B2B Marketing 116