ShepHyken

MAY 8, 2020

As discussed in Hug Your Haters, your customers are talking about you in more places and in greater numbers than you probably know. For instance, the overwhelming majority of tweets about a business do NOT tag the business in question. The result of not listening hard enough is that the volume of customer feedback is diminished.

Feedback 169

Feedback Customer Experience Marketing Technology 169

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With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality.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

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Very important.

Customer Experience 93

Customer Experience Healthcare B2C Sales 93

Eptica

SEPTEMBER 4, 2019

For a detailed overview of the business benefits being delivered read our case study here. You might also be interested in these posts: Why customer service is key to building brand trust. Share this page on: Tweet.

Finance 62

Finance Customer Experience Best practices Customer effort 62

Eptica

FEBRUARY 27, 2019

To help, we’re therefore launching a new blog series profiling key CX, VoC and customer service books. Here are his five favorite books on the subject of trust and the customer journey: 1. What we remember, and what drives loyalty is consistently receiving good service.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

Eptica

MAY 23, 2018

When it came to customer service we had two key drivers. Firstly, we wanted to improve the end-to-end customer experience, and make the organisation more outward looking and customer centric. To find out more on how CAF is successfully using Eptica read our case study here. billion to charities.

Banking 55

Banking Customer centricity Marketing Customer Experience 55

Eptica

JULY 5, 2017

As volumes of incoming emails and voice calls continued to grow, Carole Nash knew it needed a faster, more efficient way of delivering customer service that maximized staff time and made the quotation process straightforward yet compliant. You might also be interested in these posts: Transforming customer experience to survive.

Best practices 50

Best practices Personalization Customer Experience Management 50

Eptica

OCTOBER 28, 2016

Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. It deployed Eptica’s software to provide multilingual, multichannel customer service, including across the chat channel.

Sales 79

Sales Multichannel Abandon rate Upselling 79

LiveChat

NOVEMBER 27, 2018

Here’s how we built our customer service chatbots, what we’ve learned, and – yes – what went wrong. But as much as we felt like the customer service chatbot pioneers, we already knew what problems we want it to solve. Step two: customer service chatbot training. Step one: the preparation stage.

Chatbots 71

Chatbots Customer Service Education Accountability 71

Nicereply

FEBRUARY 13, 2023

They want to figure out how your product or service can make them more successful as quickly as possible. 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.

Management 52

Management Best practices CRM Coaching 52

Eptica

JUNE 6, 2018

To help bridge the gap, Eptica’s Knowledge Management Study provides key best practice recommendations and case studies – download your copy here.

Best practices 51

Best practices Analytics Contact Center Surveys 51

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

SaaS 40

SaaS B2B Engineering Best practices 40

LiveChat

NOVEMBER 16, 2018

Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customer service. On the other hand, poor customer service can cost companies dear. So we agree that extraordinary customer service is expected, and not exceptional anymore.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

delighted

AUGUST 9, 2019

To grab attention, combine these quotes with a photo of the customer or brand logo and a call-to-action (CTA) when possible. Social media testimonials: Ask customers to leave feedback on your social platforms after providing a product or service. They can tag you, use a unique hashtag, or leave it directly on your page.

Marketing 50

Marketing Surveys Feedback Advertising 50

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

ProProfs Blog

DECEMBER 11, 2020

The follow-up surveys are more effective than the one-time surveys because they offer more time and space to your customers for response recording. Instead of measuring the CX as a case-by-case assessment , they offer a holistic overview of your service. Thus, you can measure an overall opinion of your customer service.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

TechSee

AUGUST 11, 2022

This level of insight requires highly customized modeling. Download our Telco Visual Intelligence case study here. Q: So why launch a self service offering? If you can tag a friend on social media, you can tag a status light on a coffee machine. This technology allows users to tag the first frame in a video.

Enterprise 109

Enterprise Engineering Self service APIs 109

TechSee

FEBRUARY 9, 2021

Remote visual assistance is an increasingly popular technology that enhances the customer service experience with remote tools — such as video, augmented reality, and computer vision. Remote Visual Assistance: Build vs Buy. The technology has more recently been on the fast track due to the pandemic-driven need for safety.

CRM 109

CRM Technology Self service Best practices 109

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. 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.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 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

ProProfs Blog

JANUARY 4, 2022

You can understand all factors your target audience finds appealing, such as customer service, timely deliveries, easy returns, etc. You can refer to existing data in the form of books, case studies , articles, audio or video recordings, etc. Secondary Research. in one place.

Surveys 78

Surveys Feedback Personalization Education 78

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations. Published on: July 13, 2016.

Customer Service 50

Customer Service Multichannel Contact Center Self service 50

Nicereply

JUNE 5, 2023

It makes sense – customers really love getting help fast. In fact, Forrester found that 73% of consumers believe valuing their time is the most important aspect of quality customer service. Underestimate it, and you won’t be getting back to your customers as quickly as they expect.

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

Kayako

MARCH 3, 2016

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. On this page you can see a complete list of all the customer support metrics that matter, and why. Average number of replies per case. Number of customer replies.

Metrics 69

Metrics Customer Support Abandon rate Average Handle Time 69

Eptica

JANUARY 10, 2018

Part of its strategy involves Eptica’s Artificial Intelligence-powered customer experience platform , which helps the council respond consistently to the 2.19m-plus emails and phone calls from the public every year, across a wide range of subjects from schools and housing to repairing potholes.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Customer Service 47

Customer Service Customer Care Morale Marketing 47

Kayako

AUGUST 7, 2019

Platforms that allow customers to get in touch with sales and support teams in real-time have a major impact on the experience you provide throughout the customer journey. . This drives businesses to look for solutions that can help lower response times and manage customer complaints better. Customer Success & Support .

Advertising 74

Advertising Finance Feedback Sales 74

Eptica

JUNE 28, 2017

Demonstrating the importance of adopting new approaches to customer experience, the forthcoming Customer Engagement Transformation Conference promises to provide CX professionals with innovative ways of successfully changing their operations. Why it is time to take a new look at social customer service. +7!

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Dialer 360

MAY 18, 2023

Moreover, an increasing number of personal injury firms are expanding their portfolios to include mass tort cases. In fact, according to the National Trial Lawyers Organization, mass tort cases accounted for over 40% of the federal civil tag. Besides these, rank your website on top of Google for making campaigns successful.

Marketing 34

Marketing Advertising Metrics Call Center 34

SmartKarrot

SEPTEMBER 21, 2021

Buyers in this case look for a personalised pitch and better explanation of product features due to a higher price tag. In these high-risk, high reward transactions, the best way to close is with the product demo of the SaaS product backed by documentation, research, and customer support. They require effort and finance to work.

SaaS 10

SaaS B2B Finance Sales 10

Branch Mesenger

FEBRUARY 2, 2018

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. Before it was a given that they were gonna walk in the door because they had to, now they don't have to, so how do we get them to do that? Well, you draw them in by you know, experience.

Real estate 67

Real estate Marketing Technology Personalization 67

Eptica

JULY 2, 2019

To download the full Eptica Voice of the Customer Best Practice guide , which includes an overview of the business benefits that VoC brings, best practice recommendations, case studies and a checklist for choosing the right tool, simply click here. Share this page on: Tweet. Why Knowledge is power.

Best practices 62

Best practices Surveys Metrics Feedback 62