Eptica

JUNE 11, 2021

Date: Friday, June 11, 2021 Author: Pauline Ashenden - Demand Generation Manager Delivering excellent customer service at the moments that matter. Author: Pauline Ashenden - Demand Generation Manager Successfully engaging with customers means delivering the right experience, personalised to their needs. Published on: June 11, 2021.

Customer Service 72

Customer Service Best practices Management Customer Experience 72

aircall

NOVEMBER 7, 2022

To further our commitment to building a best-in-class App Marketplace, we’re excited to share that we’ve partnered with ActiveCampaign , a customer experience automation platform. . “At At Aircall, we believe in building strong partnerships with best-in-class products to provide the best possible experience for our customers.

Call Logging 89

Call Logging CRM Sales Marketing 89

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. Customer challenges Today, most supermarkets and physical stores in India provide manual checkout at the checkout counter. In most stores, the checkout counter is different from the weighing counters, which adds to the friction in the customer purchase journey.

Engineering 97

Engineering Gamification Scripts Big data 97

Toister Performance Solutions

DECEMBER 2, 2021

In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan. Their enthusiasm made it far easier to connect with customers and assist them. Now, imagine that customer is also an employee. They just came in.

Customer advocacy 124

Customer advocacy Finance Customer centricity Sales 124

Eptica

SEPTEMBER 10, 2020

In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation. Why a consistent customer experience is so important (and how to deliver it).

Quality management 74

Quality management Analytics Technology Marketing 74

JivoChat

DECEMBER 25, 2022

With Google Analytics, you will know your target audience better and understand their behavior to draw effective strategies that can bring more traffic to your pages and turn leads into customers. Enjoy these tools to build your target audience profile, understand their buyer journey, and continuously enhance customer and user experience.

Analytics 75

Analytics Accountability Sales Metrics 75

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

MARCH 2, 2022

At Blackberry , my initial focus was to generate a knowledge base that was support-focused rather than product-focused; focus on giving customers problem solving information, not on how a product works. You are creating customer intelligence and market intelligence. I have been on a real journey for the last 10 years.

Management 97

Management Chatbots Metrics Technology 97

Infinity

MARCH 23, 2022

In the blog, we’ll explore how retailers, both high street and eCommerce, can track campaigns for improved profit and effective ROAS. It’s also important to connect the dots between online customer journeys that become offline conversions. This makes accurately tracking ROAS more important than ever. What is ROAS?

Advertising 52

Advertising Sales Marketing CRM 52

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

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

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. Customers pay for licenses upfront before they can use the product.

Accountability 98

Accountability SaaS Upselling Metrics 98

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

AWS Machine Learning

APRIL 11, 2023

Streamlit applications are useful for presenting progress on a project to your team, gaining and sharing insights to your managers, and even getting feedback from customers. As an example, we use a custom Amazon Rekognition demo, which will annotate and label an uploaded image.

Scripts 72

Scripts Automotive Engineering Healthcare 72

ProProfs Blog

JANUARY 24, 2020

That’s the power of customer advocacy. Get closer than ever to your customers. So, before we get into the dynamics of customer advocacy, let’s cover the basics first. . What is Customer Advocacy? Customer advocacy is known as different things for different companies, such as brand advocacy and voice of the customer. .

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

Infinity

FEBRUARY 4, 2019

Phone numbers used in marketing channels are tracked to understand and track the customer journey from beginning to end. In this blog, we’ll run through some other frequently asked questions that we get asked about call tracking. A telephone number is tagged to track and record online and offline user data.

Analytics 56

Analytics Marketing Sales 56

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

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

Comm100

JUNE 27, 2021

Imagine a customer is at the checkout of your eCommerce store. But live chat isn’t just an effective tool for increasing conversion near the end of the digital customer journey – it can help funnel customers through several key stages of the journey, from consideration to repeat purchase. . “ Consideration .

Upselling 52

Upselling Sales CRM Best practices 52

JustCall

DECEMBER 23, 2022

In this blog, we will deep-dive to understand the auto dialer functionality. An auto dialer uses lists of phone numbers to automatically dial, leave messages, or request information from prospects or customers. This type of auto dialer allows agents to preview the information about a potential customer before the call is connected.

Scripts 52

Scripts CRM Sales Analytics 52

Infinity

JANUARY 5, 2022

Customer journeys are rarely straightforward. It’s likely that multiple customers have had multiple variations of the same journey, interacting with your marketing channels in different ways before converting. Attribution tracking is how these tools collect data on those various customer touchpoints.

Multichannel 52

Multichannel APIs Marketing Analytics 52

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Surveys 95

Surveys Best practices Analytics Feedback 95

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! There is nothing like closing a big deal with a new customer! This series of longer term wins is why I ultimately shifted my focus to Customer Success.

Sales 98

Sales CRM Consulting Consulting 98

AWS Machine Learning

NOVEMBER 21, 2022

Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media. Fine-tune the pre-trained model on a custom dataset.

Scripts 71

Scripts Metrics APIs Healthcare 71

Mindtouch

MARCH 13, 2018

Most of your customers are using Google to search for information. Engage customers through the continuous availability of relevant, authoritative content. Still, high-quality web content is not only properly structured and tagged for SEO, but must be relevant and valuable to a user’s search intent. Simple as that.

Engineering 48

Engineering Self service Sales Management 48

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. To build an easy to use IVR that helps your customers follow these five tips! Keep the options relevant.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

JivoChat

APRIL 16, 2023

Let’s explore how to develop an effective ecommerce plan that will keep your customers happy and help you increase profits. It includes product selection, payment processing, fulfillment, and customer service. When developing an ecommerce strategy, it’s important to consider the customer’s journey and their needs.

Analytics 82

Analytics Engineering Advertising Sales 82

JivoChat

JUNE 29, 2023

In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. From the minute a customer lands on your website to the post-purchase follow-up, every interaction must be thoughtfully designed to create an emotional connection and foster loyalty. Who are they?

Analytics 88

Analytics Chatbots Feedback Surveys 88

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Artificial intelligence is key to delivering the experience that today’s customers are demanding. Brands face an increasing volume of incoming interactions from customers, across more and more channels.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

ViiBE Blog

JUNE 3, 2021

Customer-service facing use cases differ in needs from remote virtual inspection or quality control. CRM software like Zendesk is an often used tool for customer service. CRM ticketing systems are focused on the customer journey and improving the customer experience. Where is the software being used? CRM systems.

CRM 52

CRM First call resolution Call Center Metrics 52

JustCall

APRIL 12, 2023

In this blog, we will deep-dive to understand the auto dialer functionality. An auto dialer basically is a system that automatically calls a list(s) of phone numbers to target customers/prospects or allow sales agents to leave messages. Let’s jump right in. What is an Auto Dialer?

Scripts 52

Scripts Sales CRM Contact Center 52

Nicereply

OCTOBER 13, 2020

Traditionally, customer satisfaction (CSAT) surveys provide insights about how your customer support team is performing. That said, they can also be useful indicators for other teams’ successful behaviors and a valuable tool in promoting cross-functional collaboration to level-up your customer experience. Open up communication.

Customer Support 71

Customer Support Surveys Marketing Self service 71

Mindtouch

JUNE 7, 2018

To continue meeting customers where they want to be met, companies need to engage customers on a deeper level. Regardless of what motivates the call for reducing customer effort —be it survival, a genuine interest in customer well-being, or some mixture of both—getting to know customers better requires more than empathy.

Journey mapping 60

Journey mapping Customer effort Self service Call Center 60

aircall

MARCH 16, 2022

91% of consumers say that a positive customer service experience leaves them more likely to make another purchase. Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. . What Being Customer-Centric Looks Like for Support Teams. Success takes many forms for support teams.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively. million customers.

Surveys 62

Surveys Feedback Metrics Best practices 62

Quiq

FEBRUARY 17, 2022

But there’s one channel your customers are sure to notice: Their text messages. While many businesses rely on email to communicate with their customers, business text messaging is growing in popularity. Are you using business text messaging to communicate with your customers? Your customer support agents benefit, too.

Chatbots 52

Chatbots Marketing Customer Support Wait times 52