OctopusTech

OCTOBER 24, 2018

So, if you too belong to the customer service industry then I believe its not at all difficult to imagine the environment inside a typical call center on such busy days, phones ringing off their hooks, ticket volumes at an all-time high, email inbox nearly full, frantic callers with last minute requests. Offer multichannel support.

Customer Service 70

Customer Service Multichannel outsourcing Call Center 70

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. I’ll give you some tips to help you decide whether you can afford to outsource, or whether you should invest the time in building your own in-house support team. Customer service was one of these areas. Here at Kayako, we were built in India.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe. Aimee Lucas.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Nicereply

MARCH 31, 2019

70% of users surveyed report that they’d “ rather die ” than respond in a courteous manner to an emailed support thread. In the fast-paced world of support, it can feel like all you do is survive from one crisis to the next, doing damage control and pushing forward through each struggle. Sound crazy? Screens have taken over my life!”

Wireless 81

Wireless Surveys Self service Personalization 81

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty. Donald Porter.

Education 84

Education Best practices Feedback Personalization 84

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Navigate the blog post -> Chapter 1. Everyone and everything is customer experience. Revenue and growth is a function of happy customers.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Coaching 0

Coaching Engineering Upselling Marketing 0

ChurnZero

DECEMBER 7, 2018

The following is a guest blog post by Jakub Slámka, CMO at Nicereply. . Something that may seem trivial to you may be a serious friction point for your customers. 96% of customers who’ve been through a high effort experience report being disloyal (as opposed to only 5% of customers in low effort experiences).

Best practices 53

Best practices Surveys Customer effort Feedback 53

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through.

Accountability 75

Accountability Metrics Education Marketing 75

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Meet Our Panel of Contact Center Experts: . Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

APRIL 5, 2022

While customers didn’t already like waiting on support calls and expected an excellent experience when interacting with brands, this has only become more substantial now. Did you know 80% of consumers would approach a competitor after one bad customer experience with a business? (So, What’s wrong with staying traditional?

voip 40

voip Interactive Voice Response Analytics Sales 40

Branch Mesenger

MARCH 20, 2018

We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018. Shep Hyken: I love the state of customer service.

Customer Service 48

Customer Service Airlines Technology Upselling 48