OctopusTech

SEPTEMBER 12, 2018

Outsourcing, at first glance, seems like an appealing idea especially when you look at all the benefits that tag along, benefits such as saving you tons of money, resources and often times, a great deal of stress. What is Customer Support? How Customer Support can help your Business?

outsourcing 72

outsourcing Customer Support Call Center Best practices 72

Nicereply

FEBRUARY 9, 2021

The key to earning brand loyalty is to deliver the best possible customer experience. Your customer support team shouldn’t spend excessive time on each ticket since they’ll never work through the queue making other customers wait days—or maybe even weeks. Unfortunately, this often poses a challenge.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Wowdesk Blog

JULY 1, 2020

Every customer support team goes through a stage where the number of emails adds up into hundreds every day, and the need for a new process originates. . All these processes may differ but are equally advantageous to manage your ticketing system and customer support queue. Ideas to manage customer support queue.

Customer Support 52

Customer Support Management Self service Engineering 52

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

kommunicate

MAY 6, 2021

CHAT WIDGET & DASHBOARD Delete tags We’ve added an option to delete the tags that you & your team created. The post Here’s What’s New from April 2021|Kommunicate Product Updates appeared first on Kommunicate Blog. Also updated the existing ones to improve your overall experience with Kommunicate. Settings >> [.].

Customer Support 98

Customer Support 98

Nicereply

SEPTEMBER 16, 2021

As leaders, we ask our support agents to categorize, tag, document or attempt to notice trends in this data as accurately as they can. Sid Bhambhani , Co-founder and CEO of Summatti , took his passion for customer support and used it to tackle this problem.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Here’s an example: the world’s favorite marketplace – Amazon – has perfected this customer support “workflow.”.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Playvox

AUGUST 23, 2022

Chat for customer support was starting to trend before the pandemic. But as it wore on, customers took an even bigger interest, and live chat tickets surged by 50%. The Benefits Of Analyzing Your Customer Conversations. A common query flagged in support conversations is around product pricing.

Benchmark 52

Benchmark Analytics Banking Customer Support 52

Totango

MAY 20, 2020

Totango has now enabled write-back functionality so information flows from Totango back to your source systems like your CRM or Customer Support Platform. You no longer have to do redundant data entry, saving you time to focus on your customers. Stream Account & User Tag Information Using Customer Data Hub API.

APIs 62

APIs CRM Best practices Accountability 62

aircall

DECEMBER 16, 2022

The right cloud-based phone system for your customer support team can make or break a sale. With plenty of Justcall alternatives available on the market, finding the ideal cloud-based phone system for your customer support team can be quite a time-consuming process. Keep an eye on how your customer support team is doing.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Eptica

APRIL 28, 2020

Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Check back later in the week for further insight on customer service in the age of COVID-19. ” Read the full post here.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

kommunicate

APRIL 1, 2020

After a lot of remote meetings and scrums, we have added some powerful features to your favorite customer support tool. The latest version of Kommunicate includes multilingual support for tags, bug fixes, latest iOS SDK and agent app. if you haven’t read the previous release notes, please head here.

Customer Support 52

Customer Support 52

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

JANUARY 30, 2023

Combining support metrics helps to show how customer support can help other teams reach their goals. You need to hire more customer support agents. For another example, perhaps you notice that your customers reach out most frequently within the first three weeks of using your product.

Metrics 98

Metrics Finance APIs Customer Support 98

Nicereply

NOVEMBER 16, 2021

You can automate your workflow thanks to the customs rules Front offers. One of the helpful rules is to tag conversations with CSAT tags so you can collect the ratings under one tag and view them in one place. The post Pros and Cons of Using the Built-in Front CSAT Solution appeared first on Customer Happiness Blog.

Surveys 111

Surveys Metrics Analytics Enterprise 111

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. Conclusion.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

Mindtouch

AUGUST 22, 2018

Making improvements based on customer feedback for your Customer Support team is like trying to see the forest through the trees. A Customer Support leader’s job is to step back out of the forest to get a better sense of the whole. This would be tagged with the categories “check out” and “bug”.

Surveys 54

Surveys Feedback Self service Customer Support 54

JivoChat

FEBRUARY 24, 2022

Wix gives you the proper tools to easily create a website to sell online, showcase your work, post blog articles, and customize each section as it suits you best. It enables you to customize your website’s meta tags, URL, canonical tags, meta description, and structured data markup, for example. 301 redirect.

Engineering 52

Engineering Best practices Analytics Advertising 52

Nicereply

MARCH 15, 2022

Nicereply Surveys are designed for customer support and success teams. While most free online survey tools have limited capabilities, Nicereply surveys have been designed especially for the needs of customer support agents. You can categorize feedback with tags. Analyze teams and support agents’ results.

Surveys 52

Surveys Feedback Analytics Customer Support 52

Nicereply

JUNE 2, 2022

Before you invest some time and resources into a social customer service system , there are some key pieces of information you should know: What social media platforms (i.e., Twitter, Facebook, LinkedIn) are you receiving customer queries on? Are they public Twitter tweets tagging and mentioning your brand? Use a chatbot.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

aircall

JANUARY 11, 2023

Although these are important features to consider, they shouldn’t overshadow the importance of improving and enhancing your customer support team. . 89% of consumers are more likely to make another purchase after a positive customer service experience. Gain better context into your customer’s needs. CRM integration.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

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. It’s up to you what time period you want to see but one of the best sources of customers’ feedback are their comments.

Best practices 98

Best practices Feedback Management Surveys 98

VirtualPBX

AUGUST 20, 2020

Then as a result of those improvements, your sales and customer service will become more streamlined and easier to manage. A recent guest post on our blog points out the benefits of using a chatbot for your customer support. Let your customers choose to reach you by phone when the need to.

Chatbots 104

Chatbots APIs voip Enterprise 104

Nicereply

OCTOBER 6, 2020

At the end of this blog post, you will have the tools needed to create a well-researched, organized, and fleshed-out annual plan to carry you through to success in the next fiscal year. If you’re feeling fancy, you can apply this to planning outside of support, at a company-wide level, or even in your personal life.

Engineering 59

Engineering Customer Support Metrics Personalization 59

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. Each token gets a predicted named entity tag.

Scripts 73

Scripts Metrics APIs Healthcare 73

aircall

DECEMBER 15, 2017

On the customer support side, call routing can be optimized for even delivery as well. To effectively pinpoint problem areas — and quantify the qualitative — you can encourage your team to use “call tags” for both inbound and outbound calls. If it’s an option, consider making tagging a required field for your agents.

Analytics 90

Analytics Morale Metrics Call Center 90

ProProfs Blog

APRIL 30, 2020

Takeaway: Doing an honest and humanistic pulse check right from the start and at various stages, will help your brand to adapt to the changing customer requirements and expectations. Upgrade Your Customer Support System and Methodologies. So, be available to them on all the platforms and upgrade your customer support system.

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

Nicereply

MARCH 26, 2020

Sense needed a way for customers to voice their opinions about their customer support experience, good and bad. “We Our hope is that customers will come to us first whenever they are experiencing frustrations with the product.”. This approach has helped us provide the best-in-class customer experience.”.

Feedback 72

Feedback Customer Support Metrics Customer Service 72

Nicereply

MAY 21, 2020

You can change the default question, “How would you rate the customer service you received?”. For example, if you want feedback on specific agents, you might ask, “How satisfied were you with your customer support agent?”. You can also survey only a subset of your user base by using user and organization tagging.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

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.

Customer Support 71

Customer Support Surveys Marketing Self service 71

JustCall

DECEMBER 23, 2022

Don’t want agents to waste time between calls to collect customer data? In this blog, we will detail everything you need to know about the power dialer software. This brings us to the most important section of the blog: What does a robust, high-performing power dialer software look like? Let’s jump right in.

CRM 52

CRM Sales Coaching Personalization 52

Nicereply

JULY 7, 2020

Some of our customers report seeing increases of more than 300% after implementing in-signature CSAT surveys. If you’re not sure why we’re so enthusiastic about this technology, read our blog about in-signature vs. after resolution surveys. Out of all the compared tools, only Nicereply and Customer Thermometer let you do this.

Surveys 98

Surveys Feedback Metrics APIs 98

Nicereply

OCTOBER 29, 2020

The brand also uses cobrowsing to guide customers on their web screen using features like pointing, clicking, scrolling and highlighting. The software used by HLC also allows chat tagging, which enables the company to tag live chat conversations with tags like product, freight, and warranty to solve such issues proactively.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

JustCall

APRIL 12, 2023

In this blog, we will deep-dive to understand the auto dialer functionality. This is why this piece of software can be useful for sales teams, customer support teams, the healthcare sector, the hospitality sector, and so on. Contact Tagging: It must allow agents to track their campaigns and tag contacts as needed.

Scripts 52

Scripts Sales CRM Contact Center 52

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Overall, how would you rate the performance of your customer support team?”. We’ll focus on a few areas that suggest why The Best are able to provide superior customer support. What does it mean to be “The Best”?

Surveys 86

Surveys CRM Education Metrics 86

Comm100

JANUARY 21, 2021

Small businesses around the world are adopting live chat to offer customer support at home, in the office, or even on-the-go. Live chat is typically used by sales, marketing, and customer support. Boost customer loyalty. In 2020, 84% of customers were satisfied with their live chat experience.

Surveys 98

Surveys Marketing Customer Support Sales 98