Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. Focusing on the customer’s safety. Focus On the Customer’s Safety.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human. Create Feedback Loops.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. Our latest blog outlines the key benefits of self-service and how to deploy it effectively. Read the full post on our parent company Enghouse Interactive’s blog here.

Self service 92

Self service Customer Service Management 92

Nicereply

SEPTEMBER 16, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors. Sid shares with us how these insights get Support a seat at the table to help shape the Customer Experience.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. Unlocking customer insight with technology.

Best practices 79

Best practices Technology Customer Service Customer Experience 79

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. Our latest blog outlines the key benefits of self-service and how to deploy it effectively. 3 customer churn symptoms and cures. Published on: October 13, 2020.

Self service 63

Self service Customer Service Management 63

Totango

MAY 20, 2020

I am happy to introduce more exciting features and functionalities as part of Belize: Write-Back Functionality Now Available with Customer Data Hub. We know you have probably integrated data from multiple data sources to create a complete view of your customers. But it doesn’t stop there. Save your spot .

APIs 62

APIs CRM Best practices Accountability 62

Beyond Philosophy

NOVEMBER 2, 2016

I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room. From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

JustCall

MARCH 31, 2021

JustCall and the team have been working hard to bring customer happiness satisfaction with new changes and improvements. And we are happy to share here, all that we achieved because of the love and support from our customers! Call routing has escalated customer satisfaction to a great deal.

call center software 52

call center software APIs Call Center Coaching 52

Nicereply

MARCH 28, 2022

Why do a customer service metrics health check? You want to make sure you’re tracking the right thing, and that you’re able to confidently use those metrics to improve the customer service experience. Common goals you might be working towards are: Reducing customer churn. Improving customer happiness.

Metrics 98

Metrics Customer Service Customer effort Surveys 98

JivoChat

AUGUST 10, 2023

These include email marketing, blogging, social media marketing, and guest posting. Product comparison blog posts Great for: Boosting SERP ranking potential, raising domain authority scores, generating quality B2B leads, and nudging MoFu and BoFu leads to conversion. Comment on the promo post and tag their friends.

Sales 75

Sales Marketing SaaS Construction 75

Nicereply

NOVEMBER 16, 2021

When it comes to providing good customer service the majority of companies already know how important it is to measure customer satisfaction. Even numbers say that 81% of satisfied customers are more likely to do business with you again if they have a positive experience. Let’s have a closer look. The first option.

Surveys 111

Surveys Metrics Analytics Enterprise 111

Beyond Philosophy

NOVEMBER 4, 2014

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. Wine stores play music to put their customers in a happy and relaxed mood.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Mindtouch

AUGUST 7, 2018

If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. The enormous time investment it takes to review every customer comment. No more trapped customer feedback.

Feedback 77

Feedback Customer effort Accountability Metrics 77

AWS Machine Learning

MAY 5, 2023

A retail company is building a mobile app to help customers buy clothes. You see an opportunity here: if you can identify good outfits, you can use this to recommend new articles of clothing that complement the clothing a customer already owns. You want to make things as easy as possible for the end-user.

Engineering 76

Engineering Feedback Marketing Management 76

Wowdesk Blog

AUGUST 6, 2020

Your customers are the focal point of your business – it is important to keep them satisfied with your products/services. However, according to a customer service study, 62% of companies do not pay heed to customer emails which eventually turns opposite for them. . Why will a customer stick around then?

Customer Support 92

Customer Support Customer Service Sales Management 92

aircall

DECEMBER 8, 2021

Guaranteed to help your sales and support teams reach their goals, these features will boost your reps’ productivity this holiday season—all while helping them provide best-in-class customer service. 5 Product Features Our Customers Use Most in December. To a healthy, happy, and peaceful New Year. Business Hours. Our top tip?

Sales 62

Sales Analytics Wait times Call Center 62

Mindtouch

AUGUST 22, 2018

As soon as a customer submits a support ticket, the clock is ticking. But how do you go from baby-step improvements to a great leap forward in customer experience? Making improvements based on customer feedback for your Customer Support team is like trying to see the forest through the trees.

Surveys 54

Surveys Feedback Self service Customer Support 54

CustomerSuccessBox

AUGUST 1, 2019

Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer t o inform you that they will not be renewing their contract. How to define Customer Health? Who is this post for?

SaaS 74

SaaS B2B Accountability Metrics 74

Nicereply

MARCH 15, 2022

A custom survey URL without Nicereply branding (all plans). Nicereply Surveys are designed for customer support and success teams. Nicereply Surveys are designed for customer support and success teams. Ability to customize your URL and entire branding. You can categorize feedback with tags. 5-star survey scale.

Surveys 52

Surveys Feedback Analytics Customer Support 52

LiveChat

JULY 29, 2019

Tag breakdown to categorize your chats. Let’s start with tagging. Tags are often used on every social media channel and they help us find topics that interest us. In LiveChat, agents can also use tags for each chat or ticket they have. Tags should be the words that identify the topic of conversation best.

Management 52

Management Analytics Personalization Metrics 52

Nicereply

JULY 11, 2022

Commonly we talk about Support teams having the most contact with customers and we need to find ways to utilize this insight to create a better customer experience. Ashley Sachs , Director of Customer Success at Sealed believes the key to that is cross-functional relationships and empathy. Do those exist?

SaaS 98

SaaS Marketing Technology Surveys 98

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Take your time and think about what your customers are saying.

Best practices 98

Best practices Feedback Management Surveys 98

ProProfs Blog

DECEMBER 12, 2019

Are you unable to cater to the customers’ needs and their grievances? Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers. The focus here is on end-user functionality, and hence, it mandates that customers’ needs and grievances be met and resolved in due time.

Wait times 143

Wait times Metrics Self service Feedback 143

Nicereply

JUNE 4, 2020

Deciding to start gathering customer feedback is a crucial aspect of making your customer happy, but what’s even more important is to choose the right distribution for your team. Customer satisfaction is the key to creating a long-term relationship with your customers. But how do you do that?

Surveys 86

Surveys Construction Feedback Customer effort 86

Nicereply

JANUARY 30, 2023

If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. Start your day with great quality content Stay updated with our newsletter Subscribe Subscribe Customers would be able to find all of their answers on their own, and never have to reach out via email, chat, or phone.

Metrics 98

Metrics Finance APIs Customer Support 98

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self service 110

Self service Accountability Airlines Customer Care 110

Nicereply

MAY 21, 2020

Based on a 2016 study by Spigit, 75% of companies want to improve their customer satisfaction and overall experience, and it is safe to assume that number only went up in recent years. One of the ways to do that is to make sure you’re getting as much customer feedback as possible, to help you guide your customer experience decisions.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

Nicereply

MARCH 26, 2020

“Having an immediate, collaborative response when the customer is experiencing their frustration improves the entire experience for customers.”. Sense needed a way for customers to voice their opinions about their customer support experience, good and bad. “We Currently, Sense has about 50 employees.

Feedback 72

Feedback Customer Support Metrics Customer Service 72

Nicereply

JULY 7, 2020

Customer satisfaction is a fantastic north-pole metric for your support team. It allows you to keep a finger at the pulse of your customer interactions, shows you areas of improvement, and gives your entire team as well as every individual agent something to strive forward. How can you customize your surveys? SurveyMonkeyCX.

Surveys 98

Surveys Feedback Metrics APIs 98

aircall

DECEMBER 15, 2017

For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago. For example, maybe you notice customers are less likely to call during standard business hours. That’s right — the power.

Analytics 90

Analytics Morale Metrics Call Center 90

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not! Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

AskNicely

NOVEMBER 30, 2017

It’s a critical question for many of our customers, and it’s one that I get all the time. In my last blog post , I referred to this as establishing your baseline. In other words, do you know how happy your customers are right now? What does your baseline reveal about how happy your customers are?

Surveys 60

Surveys Feedback Personalization 60

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. But you already know what you need to do: collect customer feedback. Waiting until everything falls into place so that you start collecting customer feedback won’t happen. Improve customer experience . Customer preferences differ.

Feedback 78

Feedback Surveys Wait times Morale 78

Nicereply

NOVEMBER 5, 2019

Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. In most cases, your customer service team is probably a drain on your resources. But I’m here to burst the bubble.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

Nicereply

OCTOBER 6, 2020

When you’ve got a ton of tickets coming into the queue, your team needs to take vacations, and you have customer insights that you need to follow up on, it may feel overwhelming to take time out of your day to figure out how the future looks. How many customers are reaching out? What is your NPS score? What is your CSAT score?

Engineering 59

Engineering Customer Support Metrics Personalization 59

Vonage

APRIL 1, 2016

Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. Tactics for personalised customer experience.

Customer Experience 79

Customer Experience Customer Service 79