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Guest Blog: Improving Customer Experience Using Employee Feedback Data

ShepHyken

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. Of course, this is with good reason. They Know Your Customers.

Feedback 240
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70+ Business Survey Questions You Should Include in Your Next Business Survey

ProProfs Blog

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144
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Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

The most meaningful surprise for your customers (and your bottom line) would be an IVR that, from dial tone to “goodbye,” is quick and easy to use and operates in an intuitive manner, providing a customer journey that could make them glance at the phone and think, “Wow, I’m done already?!”. So how can your contact center IVR get there?

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Guest Blog: How to Use FM Machine Learning and AI to Improve the Customer Experience

ShepHyken

This is demonstrated by the fact that almost half of the business executives that McKinsey surveyed reported that their companies have embedded at least one AI capability in their business already – e.g. customer service. Facility data is complex – it spans every location, asset, work order, invoice and contractor you’ve ever worked with.

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What is a Survey? (+ Examples & Tips)

Nicereply

Surveys are an indispensable tool for gathering insights and information. Understanding the function of surveys in this process is critical for businesses dedicated to providing an excellent customer experience. Let’s start by answering the question, “What is a survey?” What is a survey in business?

Surveys 52
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Use these Actionable Tips to Gain Quality Customers Feedback

Beyond Philosophy

By contrast, most of the positive feedback in the follow-up section calls out individuals in the customer-facing team. So, what’s the secret here? An expert told me this: do it immediately, keep it fast, and keep it simple. Chatting with him recently, I thought it would be great to have him on the podcast to discuss this issue.

Feedback 195
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Guest Blog: Customer Support Chatbots ? Striking The Right Balance

ShepHyken

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Think of it as a telephonic IVRS analog for customer support.

Chatbots 191