TeleDirect

FEBRUARY 20, 2020

What’s the ONE major factor that ultimately determines your customer service capability? A rapid, responsive customer service communication platform lets clients know their issues are taken care of. A customer service call center needs to be fast – consistently fast. So are your core services & products.

Customer Service 104

Customer Service Business Process Outsourcing outsourcing Call Center 104

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Data-oriented and customer-centric approach : Totango’s commitment to a data-oriented and customer-centric approach enhances user experiences and fosters long-term relationships.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

JustCall

MARCH 28, 2023

The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. It is crucial for businesses to stay ahead of these changes to ensure customer satisfaction, which plays a pivotal role in their growth.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Global Response

JULY 3, 2023

Here are six tried-and-true strategies from our decades of experience in call centers and customer service. Personalized and Customer-Centric Interactions Step 1: treat your customers like the valuable individuals they are. As the saying goes—your customers make your business.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Global Response

MARCH 13, 2024

Market research and customer insights : CX outsourcing companies can also gather customer feedback, assess satisfaction levels, and provide insight into customer preferences and behaviors. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. In the future, you may be able to offer them an upsell.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. Offer personalized services.

Customer Service 55

Customer Service B2B B2C Upselling 55

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Shorter Sales Cycles.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

JustCall

AUGUST 7, 2023

When one thinks of typical conversational AI use cases like chatbots and virtual assistants, it is easy to imagine them as customer service tools. They address common questions about product or service usage, share helpful tips and tricks, and even escalate complex queries. What is Conversational Sales?

Chatbots 52

Chatbots Sales Surveys Upselling 52

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase.

Management 90

Management Upselling Coaching Best practices 90

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. More conversions and sales – Keeping in tune with the previous point, live chat executed correctly results in more conversions as well as sales. This also results in building more opportunities for upselling and cross-selling.

Chatbots 159

Chatbots Feedback Surveys Sales 159

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. how to design and build a sales & marketing growth machine, etc.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Sales: Customer Success. Level: Intermediate.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Gone are the days of static one-sided advertising that speaks at the customer. Henry Spitzer, is VP of of Sales at Lusha.

Advertising 98

Advertising SaaS B2C Engineering 98

Anexa BPO

SEPTEMBER 7, 2022

x greater annual increase in customer retention. greater YoY increase in cross-sell/upsell revenues. 2 x greater YoY improvement (decrease) in service costs. x greater YoY increase in customer lifetime value. At Anexa, we place “customer experience” at the forefront of all our customer-centric services.

outsourcing 52

outsourcing Upselling Customer centricity Customer retention 52

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Russel Lolacher

SEPTEMBER 30, 2019

OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. “No, it’s not about sales. ” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. ” “Trust is the ultimate UPsell.”

Upselling 45

Upselling Customer centricity Sales Personalization 45

CustomerSuccessBox

NOVEMBER 17, 2021

It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d). Your upsell revenue for the month is $1000. The direct correlation between NRR and customer health means you have to engage and track the engagement of your customers.

Upselling 52

Upselling SaaS Metrics Accountability 52

aircall

FEBRUARY 5, 2021

Your call center may focus primarily on sales, customer support, or a combination of both. As you recruit call center agents and evaluate their qualifications, you’ll want to ensure that they’re a good fit for the role of a sales representative or customer service representative. for CRM and sales automation.

Call Center 62

Call Center Average Handle Time call center software CRM 62

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites. Excellent customer service is crucial to the success of an organization.

Education 59

Education Accountability Customer retention Journey mapping 59

Talkdesk

JULY 14, 2016

Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase.” Although that definition captures the essence of customer service, it lacks a few important elements. The first question that comes to mind when thinking of customer service is cost.

Customer Service 40

Customer Service Customer centricity Upselling Sales 40

TechSee

APRIL 10, 2018

Successfully integrating automation and AI-powered self service as a part of the customer journey presents a significant challenge, as these capabilities are heavily reliant on data flow to and from the contact center. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Technology outsourcing Self service 139

ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Sales: Customer Success. Level: Intermediate.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

NobelBiz

SEPTEMBER 26, 2023

According to ninetailed.io , 51% of marketing professionals believe creating a more personalized customer experience is the top opportunity. No wonder that 84% of organizations that claim to be customer-centric focus on the mobile customer experience, according to smith.ai.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

JustCall

AUGUST 8, 2023

In this guide, we will look at how conversational AI is transforming the Ecommerce sector, one sale at a time. AI in Ecommerce refers to integrating Artificial Intelligence technologies to enhance online shopping for customers. Another great example of a brand using customer-centric search is Etsy.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

VocalCom

JULY 15, 2019

To offer greater customer experiences as an organization. Once you have identified any problems with your service, your company can work as a whole to improve them. Both customer service and sales teams can receive additional training and mentoring, and they may be invited to share their own feedback.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

aircall

DECEMBER 9, 2016

Running an ebusiness means running the risk of considering customers as numbers and stats rather than as human being in your brick-and-mortar store. Without the concerns of a tangible business, many ebusiness owners are tempted to cut costs and zero in on their sales margins as the sole indicators of success. Never stop evolving.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Tethr

JULY 21, 2020

This company found that adding AIS to its QA scorecard gives them the customer-centric focus they were searching for. Innovative CX and customer service leaders can now use advanced machine learning-based techniques to effectively listen for and score the specific contributions agents make to improve the customer experience.

Coaching 70

Coaching Construction Upselling Scripts 70

JivoChat

APRIL 16, 2023

According to Statista, ecommerce sales worldwide are projected to reach around 8.1 Ecommerce, or electronic commerce, is the buying and selling of goods and services through an online platform. It includes product selection, payment processing, fulfillment, and customer service. trillion U.S. dollars worldwide in 2021.

Analytics 82

Analytics Engineering Advertising Sales 82

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Help Scout

SEPTEMBER 18, 2018

Plenty of companies pay lip service to customer service being the heart of the business. To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. More on that in a bit.).

Coaching 40

Coaching Customer centricity Upselling Sales 40