Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. When I connect to them on their level, then I can begin to understand exactly what their problem is.

Management 273

Management Customer Experience Customer Service Coaching 273

Nicereply

APRIL 18, 2022

Support is often seen as an entry level role to technology. Desiree Gregory, Director of Global Support at DroneDeploy , shares that this is the reason she loves working in support. She is excited to help bring people into tech and views support as the door to do it. Desiree: Support has a special place in my heart.

Coaching 98

Coaching Personalization Feedback Management 98

Education Services Group

MAY 16, 2022

Partner companies are business entities themselves, just like providers, with their own employees and leadership teams, their own boards, and their own investors. Do they blame the partner, or do they blame the provider when things go wrong or don’t work as expected? Just kidding. Partners, what good are they anyway?

Enterprise 52

Enterprise Marketing Best practices Management 52

REVE Chat Blog

FEBRUARY 19, 2020

Product issues – When there is a gap between customer expectations of your product and the reality, they feel cheated. . If your customer service strategy is not structured well, you will lose business no matter how good your product is or how proficient your team is. Offer real time support .

Scripts 70

Scripts Best practices Feedback Metrics 70

Bill Quiseng

OCTOBER 27, 2014

This blog is all about Delivering the World’s Best Customer Experience. What sets a successful business apart from the others is not their business model nor is it the product or service they provide. Never Blame the Customer. It also enables different members of the team to be involved in complaint resolution.

Customer Service 161

Customer Service Complaint resolution B2B Sales 161

Nicereply

SEPTEMBER 17, 2020

Customer success should be about the customer, about using your product to add value to others. Customer success = customer support. Customer support refers to the system put in place to receive and address complaints from customers. That is a customer support staff. Increased product use equals customer satisfaction. “If

SaaS 105

SaaS Customer retention Customer Support Surveys 105

CustomerSuccessBox

AUGUST 12, 2021

If yes, then this blog is going to be of immense help to you. Who is this blog meant for? Irrespective of the size of revenue handled by your firm, this blog is going to be of great help if you still don’t have Customer Success (CS) as a function or a department in place. Is that right? Are you a B2B SaaS start-up?

SaaS 52

SaaS Accountability Engineering Technology 52

GetFeedback

SEPTEMBER 24, 2019

This lack of a clear business rationale is a big problem for CX leaders who need to compete with other departments for the budget necessary to launch a successful VoC and CX program. . Today we’re going to share two methods you can use to earn support for your Voice of the Customer program. . Consider the following examples. .

Education 60

Education Sales Feedback Healthcare 60

ProProfs Blog

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. The price of the product in the store was much more than the price offered online. Customer support is the gateway to business growth and development. What could have been the best solution here?

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

Nicereply

DECEMBER 8, 2020

It’s up to your support agents to keep them sweet before they close the door on your company. Unless, of course, your team is understaffed. Customers want to feel like your agents can solve anything, and cultivating a positive manner is something you should be encouraging in all your support reps. It’s not my fault!”

Accountability 66

Accountability Airlines Feedback Customer Service 66

Nicereply

JANUARY 28, 2020

And who can blame them? In that sense, it’s a tool that is meant to help you solve a problem (an open role). Put another way, “form follows function” means that the shape of something – a building, a product, or a job description – should be dictated by its purpose. Achieve individual and team service level goals.

Customer Service 103

Customer Service Surveys Personalization Management 103

GetFeedback

JANUARY 7, 2019

I can personally attest to this, given that we—the GetFeedback support team—had to face a number of hurdles in the early stages of our live chat service implementation. This means a large portion of your customer base that needs support will want to communicate through live chat. Get the 10 step guide for Live Chat Support.

Customer Service 90

Customer Service Surveys Feedback Personalization 90

GetFeedback

SEPTEMBER 13, 2018

While you might be tempted to blame high churn on other factors, a reported 67% of consumers list bad customer experience as one of the main reasons for churning. While win-loss surveys will help your sales team, the knowledge you gain from them is invaluable for retaining customers. So how do you decrease churn for good?

Journey mapping 98

Journey mapping Surveys Banking Sales 98

Expivia

OCTOBER 2, 2020

We know how proficiently our team handles lots of scenarios, but the Board sees the low CSAT and NPS scores and assumes that everyone is doing a terrible job in the call center. You can tell them that your team stays up to date with their training. They want to know what we are going to do to combat the problem.

Journey mapping 64

Journey mapping Call Center Contact Center Interactive Voice Response 64

JustCall

APRIL 3, 2023

Team Collaboration has become a permanent fixture in the world of businesses today. That is because collaboration in the workplace allows teams to: Develop a unique team chemistry Brainstorm together to generate new ideas Complete complex or multi-tier projects on time, etc. What Is Team Collaboration, Exactly?

Morale 40

Morale Feedback Management Personalization 40

CustomerSuccessBox

MAY 17, 2022

Often when a resolution is needed for a problem, it is the customer service representatives who take care of the fixes. That’s just expected but is the customer support or the customer service team at the place trained to be great at it? A similar scenario occurs with the customers as well and is no different.

Feedback 52

Feedback Customer Support Customer Service Personalization 52

Outsource Consultants

JUNE 26, 2018

For example, a company makes a major mistake with its subscription, but instead of simply giving a refund or sending the customers a better product to make up for the mistake, they have strict policies that make the customers jump through hoops or don’t correct the problem. Quality of Product/Service. Affordable Prices.

Customer Service 52

Customer Service outsourcing Abandon rate Average Handle Time 52

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers. Click here to read the original post.

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

REVE Chat Blog

APRIL 22, 2020

Handling and resolving the complaints give insights into the gaps in your products or services and what needs further improvement to make the customer experience better. Offer consistent support across multiple channels. Automate your customer support with bots. Offer consistent support across multiple channels.

Omni-channel support 58

Omni-channel support Chatbots Airlines Feedback 58

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. Satisfied customers don’t look elsewhere for services or products, and they will surely miss you if one day you suddenly disappear.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ClientSuccess

NOVEMBER 4, 2019

The first thing to remember when involving executives is to never outright blame or pressure the customer. Consider reaching out via phone to your project lead or decision maker about needing to speak with their executive instead of bringing it up on an all-team call. Your customer goes dark.

Accountability 45

Accountability Personalization Management 45

ClientSuccess

NOVEMBER 4, 2019

The first thing to remember when involving executives is to never outright blame or pressure the customer. Consider reaching out via phone to your project lead or decision maker about needing to speak with their executive instead of bringing it up on an all-team call. Your customer goes dark.

Accountability 40

Accountability Personalization Management 40

CrazyCall

JANUARY 24, 2019

I can sell anything; just give me a product!”. You need a good sales team, trained in the art of selling and supported by science. Pessimistic by nature or unhappy people tend to hang on to failures, which make them unable to deal with rejections in a productive way. So is your sales team a happy bunch? That’s all.

Sales 90

Sales Feedback Education CRM 90

Comm100

SEPTEMBER 7, 2015

If you stop to think about it, you’ve probably also been on the other end of the situation–waiting hours for customer support to finally get you off hold, or dealing with a product or service that just didn’t meet your expectations. But did you ever truly learn how to convert those angry complainers into happy, loyal customers?

Scripts 57

Scripts Personalization Customer Service Customer Support 57

delighted

JANUARY 14, 2020

It’s about using that feedback to fundamentally improve your product or service. Following up with detractors and understanding the reasons behind their sentiment can lead to impactful product or service changes, and even guide the direction of your brand.

Feedback 40

Feedback Customer centricity Surveys Construction 40

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. It has been in the roles where I really care about the products that I have authentically and more naturally contributed the most.

Consulting 40

Consulting Consulting Coaching Metrics 40

Comm100

SEPTEMBER 1, 2016

On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Was the problem your business’s fault? Was the problem unrelated to anything your business did? Bad Reviews Can Happen. The bottom line? Online reviews are powerful.

Scripts 44

Scripts Customer Care Customer Service Personalization 44

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Make sure you know all of the benefits of the products or services your company provides and convey them to your customers. Ask questions as much as possible.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ProProfs Blog

NOVEMBER 19, 2021

For this reason, we’ve put together an awesome list of 150+ poll question ideas that will help get your audience more involved and interested in your services and products. How easy did you find searching for products/content on our website? During the last 6 months: I have been successfully using [product name].

Finance 147

Finance Surveys Feedback Education 147

ProProfs Blog

DECEMBER 4, 2020

While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. A great example of this is how Netflix is combining customer service and product promotions with its social accounts.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

JustCall

FEBRUARY 7, 2024

Almost 150 years later, a single outstanding sales call can foster decade-long business relationships, while a patchy support call can sever long-term associations. This blog is all about understanding call quality and how it can help you build outstanding Quality of Experience (QoE) for your customers.

voip 52

voip Telecommunications Best practices Upselling 52

LiveChat

JANUARY 14, 2016

For example, this can be an fly-fishing amateur leaving an email on a fishing store’s website to get a special discount on their products. By the end of this post, you will know not only how to reach people that are genuinely interested in your products or services, but also how to encourage them by offering value. What is a lead.

Sales 54

Sales Marketing Personalization B2B 54

AWS Machine Learning

SEPTEMBER 14, 2023

Streamlined workflows – Automatic document sorting can help streamline many business processes like processing invoices, customer support, or regulatory compliance. For example, an increase in customer complaints in a product category could signify some issues that need to be addressed. This allows for better monitoring and auditing.

APIs 97

APIs Government Accountability Engineering 97

Comm100

NOVEMBER 6, 2017

Facebook is 13 years old, and LinkedIn is almost 15 (not to mention the sites that came before these, like Myspace and blogs that started as early as the late 90’s). This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid. Shift Blame.

Customer Service 61

Customer Service Airlines Accountability Marketing 61

JustCall

JULY 23, 2020

Whether it is in times of distress or any minor query related to your product or service, showing empathy solves half the issue. Empathy in this sense helps sales teams build a strong case for their product (s) by putting themselves in the shoes of the prospects. And good customer experiences are built with EMPATHY.

Sales 52

Sales Customer Service Call Center Customer Experience 52

aircall

JULY 21, 2017

Customer support is sometimes considered a repetitive and straightforward task, but only by people who’ve never worked in the field. While it’s true that some support situations tend to repeat themselves, the average agent is met with challenging and unexpected scenarios every single day. The limits of call scripts. Be transparent.

Customer Support 83

Customer Support Scripts Call Center Customer Experience 83

aircall

APRIL 12, 2021

No matter the size of your business, a CRM phone integration is an essential component of your sales and support operations. A CRM creates a digital interface that collects and organizes customer data, making all customer data accessible to teams in various departments. . You have to go above and beyond what customers expect. .

CRM 71

CRM Customer Experience Call Logging voip 71