bold360 Blog

NOVEMBER 25, 2019

The biggest pain point is a gap in knowledge. Often agents have difficulties accessing information, and they lack a knowledge base to leverage for quick answers. For agents who have access to knowledge bases, these tools are highly valued but can be hard to search with disorganized and outdated information.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

Nicereply

MAY 11, 2023

A Little Bit About Pop-Up Surveys: The Good, The Bad, and The Ugly Pop-ups are those annoying little windows that cover your viewing area of a website you just visited. Strategies for Implementing CES Pop-Up Surveys (the ugly makeup) Let’s recap what we’re dealing with: Pop-up surveys can be annoying.

Customer effort 52

Customer effort Surveys Feedback Metrics 52

Nicereply

MAY 21, 2020

Survey response rate. One of the best ways to do that is to calculate your survey response rate. To do this just divide your number of responses by the number of surveys sent. Improving CSAT surveys via customization. Customizing Zendesk’s default CSAT survey. Lastly, you can customize the delivery of the survey.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

GetFeedback

JANUARY 29, 2019

New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Cue the panic! How can I access the templates?

Surveys 60

Surveys Feedback Engineering Best practices 60

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Based on Metrigy’s recent industry surveys and the detailed analysis they’ve undertaken, specific technologies have been proven to deliver the benefits leading organizations are looking for: Summary of technologies that optimize CX and drive business success – today and by the end of 2021.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

GetFeedback

AUGUST 10, 2018

How to Improve Lead Quality with Pre-Sales Surveys. Pre-sales surveys help you do just that. Here are a few ways you can integrate surveys into your pre-sales process. Add website surveys to your top conversion pages. Surveys aren’t just for feedback. Surveys aren’t just for feedback.

Surveys 60

Surveys Sales Feedback B2B 60

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Freshdesk Freshdesk is a cloud-based customer support software that offers multichannel support solutions. Key Features : Shared email inbox, knowledge base, live chat, reporting, customer profiles.

Customer Service 76

Customer Service Interactive Voice Response Multi-channel support Multichannel 76

Nicereply

FEBRUARY 29, 2024

This date, clubbed with customer surveys, helped Spotify understand how each user felt at each touch point. Offer a self-help deck or knowledge base Customers like to have a self-help deck or AI-powered knowledge base that can enable them to find answers to common queries.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Nicereply

NOVEMBER 16, 2022

Sending surveys sent right after a support interaction increases your chances of getting a response, be it Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys. With Nicereply , you can add a survey to every agent’s email signature, meaning customers can provide constant feedback. Example: Helpjuice, Stonly.

Management 98

Management Analytics Feedback Surveys 98

Comm100

DECEMBER 8, 2020

Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. They can give references to blog posts or tutorials so that potential customers can better understand how your product can help them.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Comm100

MARCH 21, 2023

A survey showed that more than 65% of US citizens interacting with federal agencies preferred self-serve options over speaking with someone. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website.

Customer Service 69

Customer Service Chatbots Self service Surveys 69

ProProfs Blog

FEBRUARY 19, 2021

Through this blog, let’s develop a complete understanding of “Customer Effort Score.”. A customer effort score survey helps you identify the problem areas faced by customers and put corrective action in place. The first step in calculating a customer effort score is to conduct a survey with CES questions as discussed above.

Customer effort 78

Customer effort Wait times Surveys Customer Support 78

ShepHyken

APRIL 28, 2023

Top customer service standards Earlier this year, HubSpot’s Service Blog conducted a survey of 100 consumers across the US to determine which standards were most important to them. But a commitment to responsiveness isn’t enough: customer service professionals need the help of technology to achieve their goals.

Customer Service 162

Customer Service Accountability Self service Customer Support 162

Nicereply

MAY 11, 2021

Create a Killer Knowledge Base and FAQ. 91% of survey respondents said they would use an online knowledge base if it were available and tailored to their needs. Improve Your FAQs and Knowledge Base with Heatmaps. Are they able to navigate your knowledge base?

Self service 98

Self service Call Center Customer Support Metrics 98

Nicereply

MAY 4, 2022

You’ll want to create a centralized knowledge base for your products and brand that customers can access through your website or mobile app. In a survey, 88% percent of participants from the United States stated that they expect brands to offer a self-service support portal. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

ProProfs Blog

APRIL 30, 2020

Survey Maker. The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization. Forms, also help us in shortlisting candidates based on their relevant skills and cultural fitment. Internal Knowledge Base.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

Mindtouch

AUGUST 22, 2018

Customers’ responses to CX surveys. The most valuable part of customer experience surveys, though, is in the qualitative feedback—the why behind the score. As a result, this customer created a more robust self-service knowledge base. The key to prioritizing improvement projects lies in the voice of your customer.

Surveys 54

Surveys Feedback Self service Customer Support 54

Nicereply

SEPTEMBER 28, 2021

Or, let customers help themselves by using HubSpot’s beautifully designed knowledge base tools. Customer Feedback Survey. Surveys are a crucial tool for collecting their thoughts. The tool also lets you maintain your company’s look and feel across surveys by customizing the forms for your specific needs.

Customer Service 98

Customer Service call center software Surveys Analytics 98

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. Should we be doing more?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

GetFeedback

JANUARY 24, 2019

For example, GetFeedback for Salesforce Chat allows you to seamlessly integrate surveys at the end of your live chat conversations, helping you collect real-time customer feedback. Robust customer survey tools. In order to get this information, you need to equip your support team with robust customer survey tools.

Customer Experience 84

Customer Experience Self service CRM Analytics 84

GetFeedback

MAY 17, 2018

91% of consumers will use a self-service knowledge base if provided. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves.

Morale 83

Morale Self service Surveys Customer effort 83

Nicereply

JULY 8, 2021

Take some time to identify what the best aspects of the process are that you need to automate, including repetitive inquiries or ones that can be resolved by a knowledge base or a bot. Make sure your knowledge base support materials are up-to-date, and include a reminder of your reduced support schedule for the holidays.

Customer Support 98

Customer Support outsourcing Self service Technology 98

ProProfs Blog

APRIL 24, 2019

You need to simplify your customer support processes and in the blog, we discuss how. Implement a Knowledge Base. It is critical for your brand to have a robust knowledge base in place, as customers prefer self-help more than reaching out to your customer support department. Adopt an Omnichannel Approach.

Customer Service 92

Customer Service Journey mapping Entertainment Customer Support 92

aircall

AUGUST 14, 2022

Survey scores. Chatbots, contextual help content, knowledge bases , product tours, and more can all mean you’re proactively supporting your customers. Knowledge base. Just bear in mind that your knowledge base should be easy to find, easy to navigate, and up to date. Prioritize proactive support.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Totango

NOVEMBER 8, 2021

In this blog, we’ll take a look at why brands need to elevate the customer experience in the wake of the pandemic and what you need to do to deliver results that will satisfy today’s customers. A PricewaterhouseCoopers (PwC) survey highlights why technology has made customer experience so central in delivering customer satisfaction.

Customer Experience 104

Customer Experience SaaS Best practices Surveys 104

GetFeedback

AUGUST 16, 2018

CSAT surveys measure how customers feel about a specific interaction or experience. To conduct a CSAT survey, you ask: How would you rate your overall satisfaction with the service you received? Just add it to your survey, customize your question, and begin distributing CSAT surveys after support interactions.

Metrics 79

Metrics Customer Service Surveys Self service 79

Nicereply

SEPTEMBER 1, 2022

According to a survey conducted by Microsoft, 90% of consumers place a high value on customer service, and 58% are willing to churn if it is not up to the mark. Nicereply – learn about your customers through surveys. Nicereply helps budding brands easily create a variety of surveys in minutes. Tool: vcita. Tool: WotNot.

Customer Experience 59

Customer Experience Chatbots CRM Surveys 59

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. These are some of top contact center pain points driving employee disengagement today. The results?

Contact Center 98

Contact Center Self service Call Center Analytics 98

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Update Customer Knowledge Bases. However, most companies never consider regularly auditing their knowledge bases (by removing or updating old reference pages) as a way to decrease support minutes and make the customer experience even better.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Nicereply

OCTOBER 4, 2022

Software tools help you enhance the customer experience by providing you and your employees with data, knowledge, and technology that makes it easy to go above and beyond for your customers. Customer satisfaction surveys. Employee satisfaction and engagement surveys. Knowledge base. Omnichannel support.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

Totango

SEPTEMBER 23, 2021

It’s important to note that Totango’s CSAT surveys are transactional, and measure the experience of a specific transaction, engagement or interaction. Like CSAT, NPS segregates a percentage of positive results from survey results to measure an aspect of customer satisfaction. How Do You Measure CSAT?

Surveys 99

Surveys Metrics Benchmark Wait times 99

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What type of surveys do you wish to send? For example, a total of 10 customers have filled out the survey. What is Customer Satisfaction? Will you also collect unsolicited feedback?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Nicereply

JANUARY 9, 2023

Get the most out of your surveys and improve customer satisfaction. If you want to substantially improve your customer satisfaction , generic survey questions won’t be enough. Alternatively, you can improve the customer experience by building a robust FAQ page/knowledge base. Are you a B2B Business?

Omni-channel support 52

Omni-channel support B2B Interactive Voice Response Feedback 52

Totango

NOVEMBER 8, 2021

In this blog, we’ll take a look at why brands need to elevate the customer experience in the wake of the pandemic and what you need to do to deliver results that will satisfy today’s customers. A PricewaterhouseCoopers (PwC) survey highlights why technology has made customer experience so central in delivering customer satisfaction.

Customer Experience 86

Customer Experience SaaS Best practices Surveys 86

ChurnZero

APRIL 22, 2022

Highlight a new feature tutorial or a knowledge base resource to guide customers to success. Be sure to personalize your In-App Communications at scale using merge fields based on any data field in ChurnZero, such as customer name, CSM name, renewal date, user role, total contract value, usage data, and more.

Accountability 98

Accountability Consulting Consulting Best practices 98

bold360 Blog

FEBRUARY 26, 2020

So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work. Self-help can take many forms: knowledge bases of documents written by staff and supplemented by other resources (wikis, original videos, third party videos on YouTube, etc., links to solution provider websites, etc.),

Self service 59

Self service Surveys Contact Center Metrics 59

Totango

NOVEMBER 8, 2021

In this blog, we’ll take a look at why brands need to elevate the customer experience in the wake of the pandemic and what you need to do to deliver results that will satisfy today’s customers. A PricewaterhouseCoopers (PwC) survey highlights why technology has made customer experience so central in delivering customer satisfaction.

Customer Experience 83

Customer Experience SaaS Best practices Surveys 83