Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast , we are incredibly thankful you joined us on the ride through 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Global Response

MARCH 27, 2023

When talking to customers, it’s easy to know what you should say to make a good impression. But what are the customer service phrases and language you might use that inadvertently make a negative impression? Some are obvious, of course (never tell a customer no). Some, however, are more insidious.

Customer Service 62

Customer Service Scripts outsourcing call center software 62

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. Better yet?

Education 195

Education Management 195

ShepHyken

FEBRUARY 7, 2017

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? But first… Shep Hyken discusses the power of the customer satisfaction survey. Customer Service Stop Words.

Surveys 235

Surveys outsourcing Feedback Self service 235

Nicereply

JUNE 8, 2021

One phrase used with a certain customer may not go down too well with another, and it’s important to remember that every customer is an individual. The phrases you use when talking to customers are crucial for good communication. Don’t hesitate to offer an apology when a customer gets in touch with a problem.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry.

Consulting 250

Consulting Consulting Call Center Customer Experience 250

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

TeleDirect

MARCH 4, 2023

Regardless of what type of business you run or what industry you’re in, one thing remains true: your customer interactions are at the foundation of everything you do. It can be, but you have nothing to worry about if you have an excellent customer service strategy. Are you unsure which customer service words to use?

Customer Service 62

Customer Service Call Center Scripts Call center experience 62

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. We’ve all been there. Grow Without Limits .

Best practices 94

Best practices Self service Consulting Consulting 94

Customer Guru

SEPTEMBER 25, 2018

Being a customer service representative is not an easy task. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. In such a scenario, asking the customer to hold the line a little longer could be irksome. It’s not our fault.

Wait times 129

Wait times Customer Service 129

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. When we can return to a pre-pandemic way of life, what happens with your Customer Experience?

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

Airlines 415

Airlines Call Center Consulting Consulting 415

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Deviating from this may seem off form and can even make potential customers distrust you.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

Nicereply

MARCH 28, 2019

Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales. Each customer you interact with is different. Empathize with a customer’s feelings.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

Beyond Philosophy

JANUARY 23, 2019

On the one hand, risk avoidance seems like something that would be healthy for the species. On the other hand, taken to the other extreme, if you get too risk-avoidant, you would never get out of bed in the morning. How Risk-Averse Behavior Manifests in Customer Experience. Customer personas [2] come in handy here.

Benchmark 281

Benchmark Marketing Technology Personalization 281

TeleDirect

OCTOBER 23, 2023

You’ve likely experienced the difference between a customer service call that left you satisfied and one that resulted in gritted teeth. That’s where a customer service script comes into play. They provide questions to ask customers that will help resolve any issues or increase leads and opportunities.

Scripts 62

Scripts Personalization Customer Service Call Center 62

ProProfs Blog

DECEMBER 28, 2020

If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. What are Customer Complaints? Why Customer Complaints Matter.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). Product-centric business models are dying. Trust has been eroded.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

Uniphore

AUGUST 12, 2021

Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. Use active voice Solving customer challenges is all about taking action to fix a problem.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. We use a phrase in British politics, “being economical with the truth.” Lying To Your Customers Is Not A Good Idea. politicians). You shouldn’t lie.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

VocalCom

NOVEMBER 27, 2017

As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before.

Customer Service 91

Customer Service Contact center software Customer advocacy Contact Center 91

Hodusoft

SEPTEMBER 7, 2022

Accessibility is one of the essential aspects of delivering an impeccable customer service experience. The inbound contact center serves as the point of access for customers for queries, complaints, issues, and feedback. Resolution of customer issues becomes easier when the business integrates inbound call management software.

Call Center 52

Call Center call center software Abandon rate Average Handle Time 52

VocalCom

MARCH 5, 2018

When your customers engage with your brand, they may be looking for quick answers. As technology continues to improve the customer experience, the human touch is sometimes lost. As technology continues to improve the customer experience, the human touch is sometimes lost. This makes the customer comfortable and builds trust.

Customer Service 91

Customer Service Contact center software Wait times Contact Center 91

JivoChat

AUGUST 22, 2023

This is done by choosing search-optimized keywords and key phrases for use in web content, the same words that people search for when they are searching for specific products. In this digital age, it’s all about brand loyalty and strong online content that can build strong relationships between customers and brands.

Marketing 75

Marketing Management Engineering Sales 75

Provide Support

OCTOBER 12, 2016

Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. Quite often customer service representatives over-estimate customer knowledge about their products or services.

Customer Service 66

Customer Service 66

ProProfs Blog

FEBRUARY 21, 2020

Has it leveled up your customer support process? That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time. That’s why we need to explore some of these mistakes and how your operators can handle them to create a delightful customer journey with your brand.

CRM 165

CRM Personalization Customer Support Feedback 165

Comm100

SEPTEMBER 14, 2015

If you work in customer service, then you know that words are incredibly powerful. But the right words also have the power to create happy, life-long customers. But the right words also have the power to create happy, life-long customers. Helping a customer should start from a sincere and positive place.

Customer Service 94

Customer Service Scripts Customer Support 94

Nicereply

JULY 2, 2020

Communication with customers greatly affects the company’s reputation and customer loyalty. More than half of Americans will abandon their planned purchase if the service was poor. And 33% will consider changing the company if they received the only experience of poor service. Lack of active listening. Not quoted.

Management 98

Management Sales Customer Support Analytics 98

Nicereply

APRIL 21, 2022

One area of video marketing that is especially helpful to customers is customer service videos. After a customer has bought your product or service, customer service videos provide them with extra help and support long after the sale has been completed. Identify common issues.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

Toister Performance Solutions

APRIL 23, 2019

Advertising disclosure: This blog participates 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. We've all heard an employee say something cringeworthy when explaining an unfriendly policy or procedure to a customer.

Advertising 54

Advertising Management Customer Service 54

Nicereply

SEPTEMBER 28, 2021

For many people, customer service is a key factor when deciding whether or not to do business with a company. In fact, Microsoft Dynamics 365 found that 90% of people consider customer service important in their choice of brands. What to look for when choosing a customer service tool.

Customer Service 98

Customer Service call center software Surveys Analytics 98

ProProfs Blog

DECEMBER 25, 2018

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with. Creating a Valuable Customer Survey.

Surveys 95

Surveys Abandon rate Customer centricity Customer Support 95

Wowdesk Blog

AUGUST 6, 2020

Your customers are the focal point of your business – it is important to keep them satisfied with your products/services. However, according to a customer service study, 62% of companies do not pay heed to customer emails which eventually turns opposite for them. . Why will a customer stick around then?

Customer Support 92

Customer Support Customer Service Sales Management 92

JivoChat

OCTOBER 16, 2022

If you write more than it, the email provider may cut the phrase and the reader won’t have the same experience. Your customers want to feel seen by you, and you can show that they matter to you by personalizing the email subject line for sales. Avoid Clickbait. 20 - Do you have any questions about our service?

Sales 75

Sales Personalization B2B outsourcing 75

Callminer

APRIL 23, 2019

To ensure the quality of customer service. Predictive algorithms listen for certain words and phrases in order to know exactly when to pause the call. These steps will save potential fines, better protect customers and reduce the damage in the event of data loss. To train and evaluate call center staff.

Best practices 159

Best practices Call Center Banking Contact Center 159

Noble Systems

MAY 11, 2021

As a part of the conversation analytics mix, automated speech recognition (ASR) can help companies better understand their customers and improve the brand experience. In this blog, we’ll look at how speech recognition has evolved since it was first introduced. it can also raise the level of customer experience.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52