Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Beyond Philosophy

FEBRUARY 15, 2024

Proactivity also shows customers they can trust you to do what you say you will. In addition, an honest look at how operationally you treat customers can help. Streamlining support processes or troubleshooting in these cases can do a lot to evoke the proper emotions. Click here. Thanks for reading, we appreciate you!

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Customer Support 72

Customer Support Wireless Accountability Contact center software 72

TeamSupport

APRIL 10, 2020

Especially in an era of remote work, it can be difficult to manage the morale of your customer support team. After all, a support agent isn’t a career choice for professionals who are afraid to talk to people. Let’s look at some ways keeping customer support morale high influences CX (customer experience) and reduce churn.

Morale 85

Morale Customer Support B2B Customer centricity 85

Call Experts

OCTOBER 23, 2019

Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Empower your team and customer base! Customer Journey Mapping.

Personalization 53

Personalization Customer Service outsourcing Self service 53

Talkdesk

MAY 19, 2020

That’s where you come in — it is up to customer service professionals like you to meet and exceed customer expectations. Follow these nine easy steps to become the best at-home customer support agent for your customers: 1. Your caller will thank you for it and your customer satisfaction (CSAT) scores will rise.

Customer Support 96

Customer Support Contact Center Sales Customer Experience 96

JustCall

APRIL 20, 2022

So, while traditionally rouletting customer calls from one department and rep to another was considered “okay”, it’s no more the case today. Right from the start, you need to ensure that the customer is talking to the right person and all their queries/complaints will be resolved at this single point. Personalize communication

Best practices 52

Best practices Customer Support voip Coaching 52

ShepHyken

JUNE 19, 2019

Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Our discussion was all about eliminating friction, especially in the customer support world.

Customer Service 331

Customer Service Self service CRM Customer Support 331

Solvvy

APRIL 2, 2020

You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. The support tickets are piling up, and customers are getting frustrated. Focus on wellness.

Customer Support 62

Customer Support Management Self service voip 62

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. It’s getting warmer, which means this year’s vibrant trade show season is upon us!

Contact Center 57

Contact Center Education Call Center Customer retention 57

ShepHyken

JANUARY 30, 2023

According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023: Analyzing and using customer feedback. Improving the quality of customer support experiences. Creating frictionless experiences, especially across different channels.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

Nicereply

MARCH 23, 2021

We’ve got quite a few friends in the customer service world who inspire us. We’ve linked each person to their Twitter feed so you can follow them. For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on!

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Totango

MAY 17, 2024

A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. Leveraging AI in customer support can significantly reduce customer effort.

Accountability 96

Accountability Government Chatbots Engineering 96

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Make an effort to connect remote teams in person.

Customer Support 85

Customer Support Education Feedback Construction 85

ShepHyken

MARCH 25, 2019

Retail Customer Experience) Here are three examples of what caring looks like up close and personal. My Comment: My fellow customer service expert and colleague, Chip Bell, shares several excellent examples about taking personalization to a higher level. Human-Centered Customer Support by HubSpot & HelpScout.

Customer Service 273

Customer Service Surveys Customer Experience Customer Support 273

ShepHyken

MARCH 12, 2021

Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage.

B2B 373

B2B Journey mapping B2C Telecommunications 373

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. We really enjoy working with the team and look forward to continuing our work together and all the potential successes this may bring.”

Healthcare 62

Healthcare Feedback Surveys Marketing 62

Nicereply

JULY 9, 2019

Who better to lead the team than the person who sets the bar for success day-in-and-day-out? Sure, your best performing customer support agent is a true subject matter expert with sharp instincts for capturing feedback with valuable customer insights that drive revenue through product improvements. Click To Tweet.

Customer Support 81

Customer Support Personalization Coaching Self service 81

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Customer Support 51

Customer Support Best practices Technical Support Call Center 51

Kayako

JULY 14, 2016

Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit. Customer Service Champions (the largest group).

Customer Support 48

Customer Support Consulting Consulting Personalization 48

Solvvy

SEPTEMBER 25, 2019

So you just got back from a conference and stopped by the trade show booths during that dead time between sessions. While similar analyses can be run for any type of technology, we’ll focus here on our sweet spot: customer support solutions. Consider questions such as: Are you seeing a reduction in support ticket volume?

Customer Support 48

Customer Support Technology Self service Metrics 48

SmartKarrot

MAY 3, 2023

That’s why in this blog post, we will explore the top six myths about free conference calls. While this statement can still apply in some cases, this is further from the truth when it comes to picking the right type of conference call platform.

Enterprise 10

Enterprise SaaS Transportation Personalization 10

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

delighted

APRIL 19, 2023

After all, digital isn’t the only way for people to discover your business, and following up online after an in-person interaction may not even be possible if you don’t have access to personal contact information. Or, for post-purchase feedback, you can print your QR code survey directly on customer receipts.

Surveys 86

Surveys Feedback Best practices Marketing 86

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. million unemployed persons. Key drivers affecting labor markets. Why is this? The Big Gig.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Nicereply

JANUARY 9, 2020

People at Front were looking for a tool that would provide them with valuable insights, grant easy integration to Front inbox, and allow them to offer personalized service. “We We value feedback a lot here at Front — both internally for our team, and from our customers. Front’s advise for your customer support. “If

Feedback 98

Feedback Employee engagement Surveys Customer Support 98

Talkdesk

JANUARY 10, 2017

Blogs and thought leaders are buzzing about the next big development in support. Microsoft declared “ bots are the new apps ” at the BUILD developers conference. Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically.

Chatbots 40

Chatbots Customer Support Contact Center Personalization 40

SmartKarrot

SEPTEMBER 7, 2021

Wondering about who made it to the list of top product management conferences in 2021? Check out our list of conferences segmented on a quarterly basis and know more about the dates, locations and what is up for grab. CPO Mastery Conference IXDA Interaction Week. CPO Mastery Conference. Women in Product Conference.

Management 10

Management Construction B2B Marketing 10

Call Experts

DECEMBER 18, 2019

Customers seeking simple search requests such as store locations and hours can benefit and quickly get answers. While those seeking more personalized requests, like bank balance information or outage patterns of electric service, are offered more privacy without the need to speak to a person. Customer Journey Mapping.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

SmartKarrot

AUGUST 16, 2021

That is when where forums, workshops, and conferences play a pivotal part in imparting experience as well as education to people. On that note, we take immense pleasure in regaling information to our readers about the upcoming customer experience (CX) conferences so that you can block their calendars right away. So here we go!

Customer Experience 11

Customer Experience B2B Big data Analytics 11

CSM Magazine

SEPTEMBER 27, 2023

The data helps generate impactful insights, enabling businesses to analyze customer behavior and offer personalized experiences. Cost Savings When you compare holding events and conferences on a metaverse-facilitated network versus hosting them physically in hired facilities, the latter is economical.

Technology 59

Technology Real estate Entertainment Consulting 59

AWS Machine Learning

OCTOBER 20, 2023

The Meesho marketplace provides micro, small, and medium businesses and individual entrepreneurs access to millions of customers, a selection from over 30 categories and more than 900 sub-categories, pan-India logistics, payment services, and customer support capabilities to efficiently run their businesses on the Meesho ecosystem.

Calibration 90

Calibration Construction Metrics Personalization 90

Hodusoft

AUGUST 17, 2022

When you introduce an omnichannel customer experience , you’re up for an integrated, consistent, and real-time customer experience across multiple channels! There are elements of marketing at play in omnichannel customer service. The omnichannel approach generally relates to customer engagement.

Contact center software 98

Contact center software Customer Service Contact Center Self service 98

JustCall

MARCH 13, 2023

3-way calling is a type of mini-conference call that allows you to add another caller to an existing call. To establish a three-way call, the caller initiates a call, then makes a second call to add another person, and merges the calls. All this makes the 3-way conference call setup a handy setup to have. What is 3-Way Calling?

voip 40

voip Technical Support Customer centricity Personalization 40

Call Experts

JANUARY 8, 2020

This allows your business the opportunity to deliver a timely solution to please your customers. Make sure your customer support channels are more responsive, providing customers an opportunity to love staying connected to you. Create a custom experience that ensures complete satisfaction with your target audience. .

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Call Experts

MARCH 5, 2020

But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Timely response to customer inquiries, availability during emergencies, and ease of appointment setting can create a competitive advantage for your business. Customer Journey Mapping.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80