Eptica

MARCH 5, 2021

Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. How can contact centres transform successfully?

Analytics 104

Analytics Marketing Customer Service Management 104

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. 3 customer churn symptoms and cures.

CRM 117

CRM Customer Service Self service Management 117

Eptica

MAY 7, 2021

Click here to read the full blog. Reducing incoming call volumes while increasing customer satisfaction. Click here to read the full blog. Tags: Unified Communications, Microsoft Teams, migrating to Teams Categories: Best Practice. Share this page on: Tweet.

Best practices 95

Best practices Management 95

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? 3 customer churn symptoms and cures.

Self service 92

Self service Customer Service Management 92

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Author: Pauline Ashenden - Demand Generation Manager How are customer needs changing and how satisfied are consumers with the service they are receiving? Share this page on: Tweet.

Best practices 72

Best practices Marketing Customer Service Management 72

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

Zappix

APRIL 22, 2024

In the rapidly evolving landscape of healthcare, patient satisfaction and access to care are paramount. With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

Eptica

MAY 28, 2021

Date: Friday, May 28, 2021 Author: Pauline Ashenden - Demand Generation Manager How Housing Associations can transform customer service in 2021. Author: Pauline Ashenden - Demand Generation Manager Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic.

Customer Service 72

Customer Service Metrics Marketing Management 72

Eptica

APRIL 23, 2021

Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. You might also be interested in these posts: Reducing incoming call volumes while increasing customer satisfaction. Read the full post on the website of our parent company Enghouse Interactive here.

Best practices 72

Best practices Management 72

Eptica

JUNE 3, 2020

Author: Guest author - Blake Morgan Today, customers demand a seamless experience from companies – whatever channel they use to make contact. You might also be interested in these posts: The impact of knowledge on current customer satisfaction. Customer service: why you can learn from the classics.

Multichannel 79

Multichannel Best practices Banking Feedback 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. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? 3 customer churn symptoms and cures.

Self service 63

Self service Customer Service Management 63

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

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! They can easily tag agents to a certain point of the transcript to let them know where they went wrong.

call center software 52

call center software APIs Call Center Coaching 52

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

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

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!

Surveys 146

Surveys Feedback Metrics Customer retention 146

TMP Direct

SEPTEMBER 16, 2021

If you have gated content that follows a blog post, make sure the blog post has enough valuable information for readers to part with their contact information. Start a blog, optimize homepage and inner content, take advantage of local SEO opportunities and use ‘alt tags’ for images.

B2B 96

B2B B2C Chatbots Advertising 96

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?

Surveys 98

Surveys Feedback Metrics APIs 98

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

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

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

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

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

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! Few (if any) outsource locations can compete with The Philippines on price tag. Linguistic and cultural barriers can disrupt business continuity and impact customer satisfaction if they’re glaring. Do you need highly-fluent agents to manage customer communications?

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

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

aircall

JANUARY 13, 2023

This article compares some of the top Novocall alternatives for anyone looking for new business phone solutions that will scale sales numbers and customer support value scores—all while keeping costs down. Maintain customer relationships with the right integrations . This can be done with the help of integrations.

Sales 62

Sales CRM Morale Interactive Voice Response 62

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. Increased customer satisfaction. More employee engagement, Check, check.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

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

USAN

JUNE 14, 2022

The second factor is an increase in customer unruliness. Since the start of the pandemic, stories of rude, agitated customers have been on the rise. Contact centers looking to retain their valued agents now need to adopt modern, innovative workforce optimization solutions to boost agent engagement and satisfaction.

Contact Center 52

Contact Center Gamification Construction Technology 52

Nicereply

APRIL 22, 2021

Asking for satisfaction feedback once the deal is won or lost can help shed a light on whether this was something that could’ve been addressed better or not. When talking about customer satisfaction, we usually think about customer support. CSAT has been a staple customer support metric for decades.

Sales 52

Sales Surveys Upselling Feedback 52

Nicereply

JUNE 2, 2022

Established companies like Apple and Amazon have their own dedicated customer service center to cater to customers’ problems. However, if you’re just starting, social media can provide everything you need for customer service. It should also indicate how to process customer complaints on social media platforms.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

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

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Let’s dive deeper.

Management 52

Management B2B Technology Marketing 52

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. Automating Manual Tasks.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

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. How to do it.

Customer Support 71

Customer Support Surveys Marketing Self service 71

ProProfs Blog

APRIL 23, 2019

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. When you reply to customers on social media, you prove to them you take care.

Customer Support 100

Customer Support Chatbots Feedback Customer Service 100