ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. They are more passionate about their work than ever and want to find true meaning in what they do. . Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Nicereply

DECEMBER 5, 2019

In 2019, as predicted, customer experience has become one of the crucial business strategies for leading brands. Customer experience is the new battleground for leading organizations worldwide. It also has been found that almost 86% of the buyers are willing to pay extra for rich customer experience. For example, in 2020.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

Anexa BPO

AUGUST 1, 2022

The best customer service is circular: better service means improved business outcomes. Great CX results in happy, loyal customers and THAT generates profits. So if we’re talking about CX champions, exactly what are we talking about? Not only is customer feedback acted on, but it is acted on in an agile way.

outsourcing 52

outsourcing Wait times Metrics Personalization 52

Avaya

APRIL 19, 2019

But they will be very different than what we know today. There is nothing more intuitive or natural to a human employee or customer than having a conversation. What we’re seeing now with AI is that we can use behavioral pairing and intent pairing when making the decision of how to best serve the customer with speed and accuracy.

Interactive Voice Response 70

Interactive Voice Response Abandon rate Contact Center Enterprise 70

ProProfs Blog

JULY 30, 2021

The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you? Your brand is what other people say about you when you are not in the room.”. in the Q4 of 2018.

Surveys 167

Surveys Marketing Analytics Feedback 167

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Method:CRM

APRIL 3, 2023

In today’s competitive environment, it’s becoming more important than ever to invest in small business customer experience. But how do you go about creating an enjoyable experience that keeps customers coming back? Through this blog post, you’ll answer the question, “How do CRM systems improve customer experience?”

CRM 52

CRM Customer Experience Self service Sales 52

ProProfs Blog

JULY 20, 2021

You can choose from interesting templates like customer satisfaction surveys , employee engagement surveys , healthcare surveys, education surveys, non-profit organization surveys, and much more. Further, you can easily integrate your survey with common third party tools like MailChimp and Google Sheets.

Surveys 78

Surveys Feedback Real estate Enterprise 78

Anexa BPO

OCTOBER 7, 2022

AI is being used to capture, analyze, and utilize personalized customer data at scale, and further to understand, shape, customize and optimize the customer journey. Cutting-edge companies are building what are referred to as “intelligent experience engines” to deliver high-quality customer experiences.

Marketing 52

Marketing Engineering outsourcing Banking 52

CSM Magazine

DECEMBER 14, 2021

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . 3 ways to embrace double-edged customer expectations.

Analytics 59

Analytics Self service Technology Metrics 59

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. What is digital customer experience excellence?

Customer Experience 86

Customer Experience Chatbots Surveys Technology 86

CSM Magazine

APRIL 20, 2022

Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our last blog , we asked the question ‘what does wellbeing really mean?’ Embrace analytics to boost your wellbeing strategy.

Technology 52

Technology Coaching Analytics Enterprise 52

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. It gives you a holistic view of your customers.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 2: Customer Support + CRM + Excel.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

CustomerSuccessBox

AUGUST 29, 2021

What is Product Analytics? Your customers are using your product but it is important for you to analyze how users utilize your product features, predict areas of product friction, and how you can improve the product experience. This blog talks about How using a CS tool will help you overcome these drawbacks.

Analytics 52

Analytics Surveys Upselling SaaS 52

inmoment

JULY 6, 2020

What follows is a quick rundown of four topics and how addressing them today can help retail banks succeed tomorrow. The first customer experience (CX) question that banks need to ask themselves is not what banking activity COVID-19 spurred, but rather, what activity didn’t occur as a result of the pandemic. Overactivity.

Banking 52

Banking Accountability CRM Consulting 52

GetFeedback

JANUARY 28, 2019

From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. . Let’s take a closer look at what this entails.

Surveys 98

Surveys CRM Upselling Analytics 98

bold360 Blog

APRIL 23, 2020

Luckily, now we have visual engagement to virtualize face-to-face engagement — and it is set to transform the customer experience. Luckily, now we have visual engagement to virtualize face-to-face engagement — and it is set to transform the customer experience. What is visual engagement (and why does it matter)?

Technical Support 52

Technical Support Call Center Banking Customer Experience 52

OctopusTech

APRIL 25, 2019

Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed. Social Customer Support. 360 Degree Customer Review. What it offers is.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

Vonage

SEPTEMBER 20, 2016

The customer/company relationship is just that, a relationship. On one hand, customers want to feel that they have a close, unique, real relationship with your brand. When a customer calls, they’re most often looking for help and want the quickest resolution to their problem with as little friction as possible.

Self service 122

Self service Accountability Sales Customer retention 122

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

CSM Magazine

APRIL 1, 2021

Notwithstanding your high level of proficiency in accounting, poor customer service all too often becomes an issue for clients. Today’s customers are looking for personalized service and that’s not an easy need to fulfil when you are busy working on the accounts. Be patient with customers and let them speak.

Accountability 52

Accountability Customer Service Feedback Self service 52

CustomerSuccessBox

OCTOBER 26, 2021

The Customer Success Operations (CS Ops) role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. Since CS is maturing as a specialty, roles (specifically) like Customer Success Operations (CS Ops) are gaining upper hand.

SaaS 52

SaaS Analytics Finance Metrics 52

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

SaaS 60

SaaS Feedback Surveys B2C 60

Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. Having a good customer success crisis plan can help you maintain good relationships with customers. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis.

Enterprise 62

Enterprise Customer centricity Accountability Best practices 62

PeopleMetrics

MARCH 5, 2018

The same way you should check your fuel level before embarking on a long road trip, private equity firms need to ensure that an acquisition company’s customer base is still going to be there when the deal is done, and that the internal structure of the company is properly configured to support customer-centric goals.

Feedback 64

Feedback Customer centricity Revenue potential Benchmark 64

inmoment

JANUARY 2, 2020

If one thing is certain, it’s that digital expectations are perpetually changing—that’s true for customers, employees, and businesses. For example, take a look at our initiative with Foot Locker. Include modern data analysis tools in your CX strategy that reach customers where they are and when they’re ready to give feedback.

Metrics 52

Metrics Best practices Feedback Surveys 52

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service. By David Harrington.

Airlines 74

Airlines Scripts Call Center Transportation 74

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. What would you do if you can’t maintain and improve your ARR? But, what must you do to achieve that magical figure? The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc.

Upselling 59

Upselling SaaS Metrics Accountability 59

aircall

MARCH 19, 2021

What happens to all this data? For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. These can include things like streamlining internal processes to making financial decisions. What is Customer Data?

Sales 62

Sales CRM Marketing Best practices 62

Avaya

SEPTEMBER 18, 2018

I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner, 75% don’t believe their VoC programs are effective). Consider the story of the world’s oldest customer complaint , which has recently gone viral.

Analytics 47

Analytics Healthcare Contact Center Feedback 47

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . You have to deliver a great product as part of an incredible experience, or your customers will abandon you.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

inmoment

JANUARY 2, 2020

If one thing is certain, it’s that digital expectations are perpetually changing—that’s true for customers, employees, and businesses. For example, take a look at our initiative with Foot Locker. Include modern data analysis tools in your CX strategy that reach customers where they are and when they’re ready to give feedback.

Metrics 40

Metrics Best practices Feedback Surveys 40

JustCall

AUGUST 10, 2022

Looking for a robust Avoxi alternative ? In this comprehensive blog, we will look at other Avoxi alternatives that demonstrate features that are similar to Avoxi but are a shade better in some way or another. Post numbers – Keep existing numbers when changing services to help customers reach you easily.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting. Creating Customers for Life.

Sales 71

Sales Customer Experience Surveys Feedback 71