TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. Brand Pain Point #2: Missed opportunities to drive revenue via upsells.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Inbenta

JUNE 12, 2023

This is important because Chatbots are increasingly being deployed by companies to deflect customer questions from costly call center operations. These same companies also want to maintain a positive customer experience through meaningful customer service interactions.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

Totango

MAY 7, 2024

If Sales over-promises what the customer can achieve with your product, then CS has been set up to fail when it comes to onboarding. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 97

Sales Upselling Metrics Accountability 97

JustCall

MARCH 29, 2022

The customer support function is in for a major metamorphosis- one where businesses are recognizing its full potential as not just an additive function, but as a multiplier. Traditionally, support reps focused only on ticket resolution and management. leverages existing customers as potential revenue-generation opportunities.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Outsource Consultants

DECEMBER 21, 2023

Specialization and Innovation: A New Era of Customer Support Gone are the days when outsourced call centers merely answered calls. For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. Let’s give thanks for BPOs and dive in.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Sales: Customer Success. Level: Intermediate. Time: 58 minutes.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

OctopusTech

MARCH 11, 2022

A call center is a connecting link between consumers and suppliers who provide goods and services as they gather information, consult with consumers, and execute their orders. Inbound call center services can be defined as a call center that is mainly responsible for incoming calls of existing customers of a business.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Improve customer onboarding You never get a second chance to make a first impression.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Improve customer onboarding You never get a second chance to make a first impression.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Beyond Philosophy

APRIL 14, 2022

McDermott says this breaks down into a supply-side problem with customer support and a demand-side problem, which customers expect. The customer’s situation would have been resolved automatically by a feature at a higher plan level. Let that upsell be someone else’s job. What he said was fascinating.

Contact Center 195

Contact Center Upselling Education Engineering 195

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving.

Management 91

Management Upselling Coaching Best practices 91

Lumoa

MARCH 12, 2023

Better targeting and customer engagement results in more sales. Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. Evaluate vendor support and expertise.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

TeamSupport

JUNE 22, 2020

There had been a sales process that the company was involved in and there is already a great deal known about the company, its support department, and the customers it serves. In other words, you want your customer contact to feel like you know them. Make each interaction relevant and real.

B2B 64

B2B B2C Upselling Consulting 64

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Sales: Customer Success. Level: Intermediate. Time: 58 minutes.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

Fonolo

FEBRUARY 9, 2023

With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. With so much riding on this metric, it's shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation.

Service level 142

Service level Call Center Abandon rate Metrics 142

Callminer

FEBRUARY 23, 2021

“So, a major necessity of the changing customer service landscape in 2021 is remote support technology. That is, any technology that enables agents to connect with customers remotely.). For instance, cloud VOIP systems, live chat software, video consultation, asynchronous messaging, SMS service lines, and so on.

Call Center 376

Call Center Technology Banking Contact Center 376

Totango

AUGUST 18, 2022

Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

JustCall

AUGUST 7, 2023

Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. What Is Conversational AI for Customer Service? Voicebots: These refer to bots that are responsible for handling customer queries over the phone.

Sales 52

Sales Chatbots Self service Accountability 52

ProProfs Blog

APRIL 5, 2019

A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. This is the main reason why marketing teams now keep track of customer sentiments about the brand. And in all aspects, this shift has not been unwarranted.

Surveys 122

Surveys Upselling Employee engagement Sales 122

Totango

DECEMBER 28, 2020

Leverage the latest customer success best practices. Customer Success Is A Growth Strategy. Why is customer success so important? Well, to start, it’s completely different from customer support. It’s not about retroactively helping customers reach their goals once they have raised their hand to get help.

Best practices 79

Best practices Upselling Analytics Technology 79

NobelBiz

SEPTEMBER 26, 2023

In the rapidly evolving landscape of business communication, the significance of delivering an unparalleled customer experience is very important. According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

JivoChat

AUGUST 24, 2021

CSAT (Customer Satisfaction) is a popular key performance indicator that enables you to track how satisfied your customers are with your products and services. You can conduct surveys with multiple-choice questions and allow people to rate different aspects of your products, services, and customer support.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

CCNG

OCTOBER 19, 2022

(Qualtrics, 2022) Business Impact of CX Find out how customer experience can influence your business KPIs Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Inbenta

DECEMBER 14, 2021

AI chatbots act as a guide and let customers keep in control of their buyer journey. They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

ProProfs Blog

MARCH 15, 2019

The consultancy stated compelling statistics that are sure to help you take a final call about live chat. 38% got converted into customers after having a session with a support operator through live chat. 62% customers were likely to make a purchase from such a website that offers live chat. Reduction in support cost.

Automotive 98

Automotive CRM Healthcare Upselling 98

NobelBiz

MAY 25, 2023

When evaluating CCaaS vendors for customer data platform solutions, prioritize flexibility and scalability. Your business needs may change, and you want a solution that can grow and adapt with your evolving customer data requirements.

call center software 98

call center software Call Center APIs Contact Center 98

SmartKarrot

MAY 9, 2023

Respond proactively to client demands in order to consultatively suggest and carry out upsell opportunities. By offering goal-based tools and suggestions for customer learning to advance current users, you can ensure smooth onboarding of new accounts and users.

Upselling 19

Upselling Education Engineering Accountability 19

SmartKarrot

OCTOBER 11, 2022

Make suggestions for what CS platforms are needed in addition to Hubspot (if any) to optimize the customer experience. Suggest compensation plans for CS roles such that they promote upsells/cross sells and reduce churn. Present all findings and suggestions to the Portfolio Operating Partner prior to presenting to clients.

Journey mapping 19

Journey mapping Upselling Accountability Consulting 19

Global Response

JANUARY 31, 2024

Access to legal expertise and resources to ensure ongoing compliance : Being based in the same country, domestic call centers have easier access to local legal experts, consultants, and advisors. based call centers naturally understand the current state of the market, cultural norms, and customer expectations.

Call Center 62

Call Center Telemarketing Government Healthcare 62

SmartKarrot

NOVEMBER 2, 2022

Drive upsell/cross-sell opportunities with existing accounts for incremental client growth. Provide thought leadership by leveraging technical tools to understand client performance, present business cases, and consult on recommended solutions and strategy.

Finance 19

Finance Accountability Upselling Consulting 19

SmartKarrot

MAY 19, 2022

Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: Sitecore As a Customer Success Manager, you will build a deep relationship with all the assigned customers.

Revenue potential 19

Revenue potential Government Consulting Consulting 19

Taylor Reach Group

MARCH 10, 2020

There are a number of reasons, but studies have shown that loyal customers purchase more often and spend more. The better customer retention is, the more customers you have to generate revenue and upsell to. Follow Taylor Reach on Twitter at @Taylor_Reach.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

SmartKarrot

DECEMBER 17, 2021

Identify and implement steps to retain and delight customers, to ensure contract renewal and expansion. Oversee the creation and direction of training materials that can be used to supplement customer onboarding and ongoing customer support. Collaborate with COO to continue building and hiring the customer success team.

Upselling 19

Upselling Revenue potential Accountability Coaching 19

ChurnZero

JANUARY 13, 2023

Ed Powers , principal consultant, Service Excellence Partners. 2023 will be a big year gaining market traction in new customer intelligence platforms. I believe that all post-sales activities will subtly begin to rebrand to customer success roles in 2023. Ali Cudby , founder and CEO, Alignmint Growth Strategies.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

SmartKarrot

DECEMBER 2, 2022

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account. Retain and grow client base through identifying cross/upsell opportunities.

Customer advocacy 19

Customer advocacy Upselling Accountability Coaching 19

Call Experts

APRIL 1, 2021

A script’s goal is to manage the customer experience via detailed, consistent, and productive conversations. For instance, if you plan on outsourcing your customer support, on-call scheduling, and attendance tracking, it is essential to create a scalable process that is easy to follow. . Offer upsells and extra services.

Scripts 59

Scripts Contact Center Call Center Best practices 59