ShepHyken

NOVEMBER 15, 2019

You’ve heard by now of all the practical ways that today’s dynamic IVR can support your customer experience, including: Providing simple self-service functions such as balance checking or order status without needing to talk to an agent. Offering faster, more convenient service at literally any time.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Stakeholder Buy-In : Ensuring all stakeholders understand and support AI initiatives, fostering a culture that embraces innovation.

Government 52

Government Customer centricity Technology Management 52

Beyond Philosophy

JULY 13, 2023

If you feed all the information into it, like with machine learning, you will get an answer, and if you give the system a bare-bones structure and let the AI figure it out, as with deep learning, you will get a response, too. Social media Data support Ticket data Customer satisfaction metrics. Will you know why that is the answer?

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Why are you building this team?” “How Matt Beran, Sr. Lack of process.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Nicereply

JULY 29, 2021

Scaling a support team as the customer base grows and evolves is a common challenge faced by start-up leaders. Erika Babat , Head of Support at CloudTalk , acknowledges that listening to other similar companies’ journeys helped her towards success when she started scaling the team. Google Podcasts.

outsourcing 98

outsourcing Customer Experience Education 98

Totango

FEBRUARY 25, 2022

In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. The ability to unlink your Totango data from your org structure.

Enterprise 94

Enterprise 94

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

JustCall

MAY 26, 2022

JustCall is a cloud phone system for sales and support teams. Support teams can easily distribute phone calls among team members to provide better service & improve customer happiness. What help & support will I get from JustCall team? We consider our affiliates as our own team members.

CRM 98

CRM APIs Sales Technology 98

ChurnZero

FEBRUARY 15, 2024

Creating a steady stream of engaging content for a customer community can be a daunting task, especially when you’re relying on your team to contribute. In the beginning, I would raise content requests in big team meetings and send out mass messages on Slack. Structured prompts provide clear guidance and expectations.

Analytics 52

Analytics Personalization Management 52

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

CSM Magazine

MARCH 4, 2022

The Institution of Engineering and Technology is a professional engineering institution which provides support and encourages the exchange of ideas between the global engineering community. 4 Roads has completely revised the site structure and added key functionality to create a fully personalised experience. ” About 4 Roads.

Engineering 98

Engineering Technology Self service Chatbots 98

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. What’s more, it will help you build a link between your CX team goals and the broader company goals. So, let’s get started!

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Nicereply

SEPTEMBER 7, 2021

When done well, support enablement will result in happier employees, happier customers, and a more polished product. We often hear a lot about sales enablement, which is the process and practice of ensuring sales teams have the right information and tools to help them sell more effectively. What is support enablement?

Sales 100

Sales SaaS Customer Support Best practices 100

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

Totango

APRIL 4, 2024

Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion. Establishing a source of truth across teams.

Sales 89

Sales Upselling Accountability SaaS 89

Totango

OCTOBER 12, 2022

When asked about their teams, 32% of professionals said that their department had been operating for up to four years, 37% said that their teams had grown by up to a quarter in the last 12 months, and the number of businesses with teams between 51-100 people increased by 20% in 2022. Expert collaborators.

Enterprise 110

Enterprise Surveys Sales Customer retention 110

ClientSuccess

DECEMBER 12, 2022

Read further on why this structure can be beneficial when building out your ClientSuccess team! Without such motivation, a base only compensation plan can cause apathy within the team; lacking rewards or consequences, CSMs will likely not strive to push past status quo. For more info on hiring and compensating CSMs, read here.

Management 87

Management Accountability Sales Upselling 87

Hodusoft

APRIL 17, 2024

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Morganstein and his team marked a turning point in the history of modern-day telecommunications. For support, press 2.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

aircall

OCTOBER 11, 2022

When it comes to customer-facing team productivity and performance , only a great quarter filled with met targets eases the pressure long enough for a few team high-fives. When teams consistently meet targets, line-of-business managers know that big bosses start asking questions: All targets met? It goes without saying.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. First, it felt like I was abandoning my customers and punting them over to our professional services team once they signed a contract. Diagnosing my new team’s problems. Everything was going well.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Nicereply

MAY 11, 2021

After all, customer support is responsible for the direct connection between your customers and your business, making it one of the most important factors for success. But you probably know that quality customer support is expensive and very time-consuming too, so what can you do about it? Create a Killer Knowledge Base and FAQ.

Self service 98

Self service Call Center Customer Support Metrics 98

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. To better understand how to ensure quality isn’t left in our wake, let’s first explore the importance of scaling customer support. The Importance of Scaling Customer Support. More support; more channels.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. What languages do you currently support? Who on your management team reviews client reports on a regular basis?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

aircall

JANUARY 27, 2023

For essential business needs like answering customer calls, it might work just fine, but if you want to achieve bigger business goals (think scaling your customer-facing teams and elevating team performance), OnSIP might fall short. Integrations and Support OnSIP doesn’t have a wide variety of integrations.

voip 62

voip Analytics Accountability Sales 62

ProProfs Blog

FEBRUARY 21, 2020

Every company deploys the best customer support team, but what really matters is how they deal with customer issues. . You, too, must have a hardworking customer support team, isn’t it? That’s the whole context of this blog – how to choose the best small business help desk ! Defined Customer Support Process.

Customer Support 142

Customer Support Management Marketing 142

Wowdesk Blog

JUNE 28, 2020

The support team itself gets back to them with the information or solution – no need to wait on an engaging line to get in touch with them. . Hence, 54% of customers used the email support last year , leading as the most used digital channel for customer service. Here are some smart tips to offer quality email support-.

Customer Care 98

Customer Care Personalization Customer Support Customer Service 98

Nicereply

MARCH 28, 2023

Running a regular help center audit is often overlooked, …but it’s a foundational way to improve your customer experience and scale your customer support team. People often assume it’s your customer support team—but they’re wrong. Most customers look for answers in your help center before they contact support.

Customer Support 52

Customer Support Feedback Self service Analytics 52

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. A hybrid workforce is when employees have a flexible and blended organizational structure. In early May 2021, Google made headlines worldwide.

Real estate 104

Real estate call center software Call Center Wait times 104

Nicereply

JUNE 1, 2021

The customer feedback gathered via Nicereply is immediately shared with the team via email so they can follow up with the customer when necessary. The team consists of about 35 employees & most of them are working in customer support. They are based in Maassluis (near Rotterdam) and focused on customers in the Netherlands.

APIs 99

APIs SaaS Surveys Feedback 99

TeleDirect

OCTOBER 23, 2023

Instead of rushing to answer phones at all hours, your team can focus on providing the best products and services that define your brand. But there is a significant difference between a call center that provides the same service to every client and one that tailors outsourced customer support. It’s all about ROI optimization.

outsourcing 62

outsourcing Customer Support Call Center Customer Service 62

aircall

OCTOBER 13, 2022

For ops management teams—with countless workflows to oversee and not enough time to oversee them— losing time due to inefficiencies translates to 20% to 30% in business revenue losses annually, according to market research giant, IDC. Benefits of Effective Operations Management on Other Teams: The Impact on Numbers.

Management 118

Management Sales Consulting Consulting 118

SmartAction

OCTOBER 25, 2023

Continuous Learning : Conversational AI is not a static tool; it actively learns and improves with every interaction, aided by a dedicated support team working behind the scenes. Traditional IVR: A Source of Customer Frustration Traditional IVR systems typically followed a rigid structure.

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Tech support. Blog content.

B2B 115

B2B Journey mapping SaaS Engineering 115

Nicereply

MAY 11, 2022

Maintaining a vibrant, effective customer success team is one of the most effective ways to boost your customers’ experience. If your team is not performing optimally, you need to act fast. The main aim of your customer success team is to build, maintain and enhance relationships with your customers. 2. Mismanaged schedules.

Customer retention 96

Customer retention Customer Support Feedback Metrics 96

Global Response

SEPTEMBER 11, 2023

Our team has been in the business a long time (40+ years, to be exact!), Call centers may provide varying levels of strategy and support. That is, they may be a key strategic partner, or they might simply provide execution-level support. Inbound call centers are a great solution for overflow or after-hours customer support.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Common interview questions examine a candidate for the right fit for the team and explore if they can handle support basics. Customer Service is a difficult job. Writing Under Pressure.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124