ShepHyken

JUNE 10, 2016

Having no previous hands-on experience in managing a customer service team whatsoever, in particular we weren’t sure what kind of mindset or culture we should have for our company in order to interact with the customers the best way possible. He didn’t tag the hotel, and he wasn’t asking for anything.

Best practices 204

Best practices Customer Service SaaS Education 204

Eptica

MARCH 18, 2020

For a detailed overview of the five key business benefits that Montblanc is experiencing and more about its plans for the future, download the full case study here. Share this page on: Tweet.

Self service 79

Self service Customer Service Best practices Technology 79

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With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality.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. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Eptica

OCTOBER 4, 2017

Watch this video with Anna Dobson, NHS BSA Service Delivery Manager - Contact Centre Services, to find out how Eptica is helping NHS BSA achieve its digital goals , deliver value for money and meet customer expectations … Request a demo | Click here for more case studies. Bridging the chat gap in customer experience.

Multichannel 48

Multichannel Customer Service Self service Customer Experience 48

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

Eptica

MAY 23, 2018

It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities, 250,000 individual donors and 7,300 corporate donors. Share this page on: Tweet.

Banking 55

Banking Customer centricity Marketing Customer Experience 55

Eptica

JULY 5, 2017

At the same time customers are becoming more demanding and less loyal with research indicating 30% are prone to switch providers every year. The company turned to Eptica, adopting its artificial intelligence-powered platform for digital customer experience. Demonstrating the financial ROI of better customer experience.

Best practices 50

Best practices Personalization Customer Experience Management 50

ViiBE Blog

MAY 26, 2023

Managing customers’ data Relying on messengers to store information about the encountered problem, and customers’ personal data (names, addresses, phone numbers) poses cyber security risks.

Management 52

Management B2B Technology Marketing 52

Amity

JULY 4, 2017

Another time saver is auto-tagging. Auto-tagging, either using a look-up list you provide or AI-driven analysis that surfaces themes for you, can get you to action faster. You can also auto-tag feedback by function (Support, Marketing, Product) to more easily route feedback to theses departments. Bonus Tip: Go beyond NPS.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Eptica

OCTOBER 28, 2016

Personalization to drive engagement One of the benefits of integrating chat into your customer experience is that agents can see exactly where the consumer has been on the site, which pages they have accessed and even what they have purchased in the past. You can read more about L’Occitane’s use of chat in this case study.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Totango

NOVEMBER 21, 2019

For instance, if a customer has a score of 9-10, your team should reach out for reviews, testimonials, or case studies. For customers who fall in the neutral category, direct them to community channels for support. These reports identify at-risk customers and potential advocates. Collect customer feedback.

Best practices 92

Best practices Metrics Education Customer advocacy 92

Education Services Group

JUNE 12, 2018

Note: I’ve tagged the concepts with the names of their creator, in case you’re interested in following these folks on LinkedIn. Customers expect proactive engagement from the point of sale forward. What I got was a string of thoughtful and creative ways CS leaders are using marketing to their advantage.

Marketing 53

Marketing Education SaaS Sales 53

Spearline

APRIL 30, 2019

Customer experience testing. Customer experience testing. Customer-experience testing. Case Studies. Customer experience testing. Tags: Automated testing. On-demand testing. Contact us. Book a Free Demo. Industry segments. For enterprises. For unified communications.

Telecommunications 40

Telecommunications Enterprise Customer Experience Sales 40

Eptica

JUNE 6, 2018

Author: Steve Nattress Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience. You might also be interested in these posts: The importance of customer experience in a winner takes all world.

Best practices 51

Best practices Analytics Contact Center Surveys 51

OctopusTech

AUGUST 31, 2023

An SEO agency can help you with on-page Optimization like: Optimizing your titles, descriptions, H2 tags, headings, and content with targeted keywords already researched for your business. Adding relevant images, videos, customer testimonials, and reviews on your website.

Engineering 62

Engineering Advertising Sales Marketing 62

Nicereply

FEBRUARY 13, 2023

Sometimes new customers can experience buyer’s remorse, especially if your product comes with a high price tag or a long contract. Your loyal customers are also most likely to become advocates for your brand. You know the customers who love your product and support experience—who better to ask for referrals or a review?

Management 52

Management Best practices CRM Coaching 52

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. On the other hand, poor customer service can cost companies dear. The result?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

delighted

SEPTEMBER 21, 2023

A customer testimonial is an endorsement of your product or service from a satisfied customer. Testimonials detail the positive aspects of your brand in the form of written reviews, case studies, social media posts, or videos to increase your trustworthiness to new customers.

Surveys 84

Surveys Best practices Feedback Marketing 84

TechSee

AUGUST 11, 2022

This level of insight requires highly customized modeling. Download our Telco Visual Intelligence case study here. Renan: For organizations to build a customized computer vision model requires them to have specialized resources, skills, cameras, graphics hardware and training software. Why develop VI Studio?

Enterprise 109

Enterprise Engineering Self service APIs 109

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Author: Neil Titcomb To find out more on how to transform CX, please come and meet us on 6th July at the Customer Engagement Transformation Conference When it comes to the service they receive, consumer expectations continue to rise dramatically.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Author: Neil Cox Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Published on: January 10, 2018.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

Babelforce

JANUARY 28, 2021

Most enterprise contact centers have some ability to add tags to customer profiles. Some really good ones have the ability to alter the services customers receive based on those tags. One case study showed major increases in agent skills and agent retention. The cost benefits are clear (and huge).

Contact Center 52

Contact Center CRM Upselling Sales 52

Nicereply

JUNE 5, 2023

Customer satisfaction metrics overlap and intersect. As such, looking at them in combination helps paint an even richer picture of your customer experience and team operations than looking at just one alone. High CSAT and high NPS These are your dream customers, your advocates. And no metric lives in a vacuum.

Metrics 98

Metrics Calibration Education Customer Support 98

Babelforce

FEBRUARY 24, 2021

Conversational AI is an increasingly common tool that enables customers to communicate their need with natural language. One speech recognition case study found that the automated system was able to capture intent fully in 75% of cases. The tagged skills align with call types. #2

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Surveys 52

ProProfs Blog

DECEMBER 11, 2020

The lower score indicates that your customers are easily getting what they want from you as a vendor. . CES allows you to gather the most insightful details about the customer experience and can be measured with ease. Read Also: What Is a Good Customer Effort Score. #5. Social Media Monitoring.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

Kayako

MARCH 3, 2016

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers.

Metrics 69

Metrics Customer Support Abandon rate Average Handle Time 69

Kayako

AUGUST 7, 2019

The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. It’s our job every day to make every important aspect of the customer experience a little bit better.”.

Advertising 74

Advertising Finance Feedback Sales 74

Eptica

FEBRUARY 18, 2016

This is driving major change in the market, as forward-looking businesses invest in the digital customer experience. A full case study on Ageas Retail Intermediary’s transformation is available to download here. To find out more come along and meet Eptica at the forthcoming ICS Annual Conference.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

JULY 13, 2016

Competition is increasing, customer loyalty is falling and pressure on margins mean that embracing these channels is vital for continued survival. They need to provide a superior customer experience , with fast, comprehensive responses to incoming queries. To find out more, download the Ageas Retail Intermediary case study here.

Customer Service 50

Customer Service Multichannel Contact Center Self service 50

Comm100

OCTOBER 11, 2017

be adequately equipped or trained to reach out to these customers and handle their individual complaints, not having a jointly-owned social media strategy means that your representatives are probably not well-equipped enough to form a plan to prevent this from occurring again. for smooth sailing and easy resolution of customer issues.

Customer Service 47

Customer Service Customer Care Morale Marketing 47

Branch Mesenger

FEBRUARY 2, 2018

Well, you draw them in by you know, experience. And I think there's some really interesting case studies of why people come in, and you know, what draws them back in I think is another thing, too. It was just like, literally changing the experience from their like, putting the consumer in the driver's seat.

Real estate 67

Real estate Marketing Technology Personalization 67

Eptica

JULY 2, 2019

Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS. This requires in-depth analysis of qualitative data, mining it for insights, particularly around the emotional state of the customer and their future intent (i.e.

Best practices 62

Best practices Surveys Metrics Feedback 62