Keep Your Documentation Up-to-date with These 3 Tasks


Awesome docs deflect tickets from your inbox, make for happier customers, and even boost up the effectiveness of your internal teams. Documentation is frequently the first interaction that a customer has with your product and brand. Culture Customer Support

3 Tips for Customer Service Documentation

CSM Magazine

Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. Not all documentation is great, however. Customer Completes Survey.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How One Retail Company Reduced Support Documents by 59%


How did a large retail company reduce their customer support documents by 59%? Case Studies Customer Experience Contact Center call centerIt wasn't with "this one weird trick" ??. Let's dive in.

Customer Experience Event: Document Strategy Forum 16


I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. Strategy Customer ExperienceChicago, Illinois, May 10-12. on Tuesday, May 10, 2016.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Document Strategy Names Topdown 'Hot Company' in Customer Experience


DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine. Customer Experience Customer Communications

Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale


He shares tactics to help ensure a point-of-sale system will enhance the customer experience. In today’s highly competitive and constantly advancing retail industry, there is no place for ordinary customer service. It’s the last impression of your store on the customer.

Sales 209

Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat


This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .

Topdown Featured in DOCUMENT Magazine Winter 2018-2019 CCM Edition


The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. Customer Communications Customer Experience

Bridging the Customer Experience Perception Gap

Call Center Weekly

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Now, these same questions need to be asked of your staff and your customers.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers.

Echo-o! Why Internal Customers Aren’t Using Your Documentation


They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation. Maybe they don’t know certain documentation exists at all. In the meantime, the customer experience is flagging and support KPIs are quietly suffering. Customer Support Agents, yes.

Why Isn’t Your Documentation Public?


Or maybe the real question is, why are you making it so hard on your customers? Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. Companies that don’t make at least some of their documentation public are missing a huge opportunity for self-service. Often, it’s product documentation.

Why We’re Excited about Document Strategy Forum ‘17


Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications.

How to Boost your Digital Customer Experience


What is digital customer experience? The digital customer experience is the sum of all the digital interactions between a customer and a company, and the customer’s impression of them. Customer interaction management to the rescue.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.

Guest Blog: Improving Customer Experience Using Employee Feedback Data


This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. They also understand your customers, perhaps better than your executive team.

How Documented Procedures Can Make Your Customer Support More Effective


By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous. What are documented procedures?

Is Your Product Documentation In A Content Silo?


It’s an apt metaphor for the way help content is sometimes created and disseminated to customers. Different types of product documentation stored in different, hard-to-find places. This kind of content experience can quietly create a high-effort self-service experience for your customers. It’s what happens when the installation instructions your customer is searching for are buried in a 100-page PDF manual.

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee


Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

2020 Customer Experience (CX) Trends

The Center for Client Retention

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. An Engaged Workforce Delivers Exceptional Customer Experiences.

14 Ways To Enable Digital Customer Experience Transformation


Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience transformation a priority.

6 Ways Your Knowledge Base Can Improve Customer Experience


Things are no different when it comes to client expectations regarding customer service. Deploying an effective online knowledge base is one way to ensure that your customers are delighted every single time when they approach your customer support. Customer Experience

Enriching the Customer Experience Works in Any Industry

Steve DiGioia

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader.

Decode the customer experience with a CX map


Creating a customer experience (CX) map for your brand helps businesses zoom in on key insights that can focus and refine the customer experience. CX maps analyze customer behavior and customer/brand interactions across all touchpoints and channels.

Why Should Core Values be Reflected in Your Customer Experience?

Call Center Weekly

Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Otherwise, customers won’t be able to state what is memorable about you and the way you work with them.

Rewriting the e-Commerce Script with Post-Sale Documentation


E-commerce is missing out on the chance to augment the consumer’s experience with the expert knowledge that is typically relegated to post-sale documentation. Research shows that 70% of customers will use a smartphone to look up more information about the features and functionality of an item while in a brick-and-mortar. Customers want to know whether what they’re buying fits their needs, and whether it is compatible with everything else in their lives.

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

Making Sense of Customer Experience Metrics


There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback.

The Top 4 Customer Experience Challenges and How to Overcome Them


The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

Customer Success: When you do more than listen, you do more than win


I’ve written before that our customers are at the center of all we do, and that we can succeed only when our customers succeed. And so, we must truly listen to what our customers have to say and remain engaged and committed to the feedback loop.

3 Essential Pre-onboarding Principles: Part 1 of 3 – Develop, Document, and Strengthen Customer Lifecycle Plans


This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah. Develop, Document, and Strengthen Customer Lifecycle Plans. Ensure Customer Onboarding Readiness. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans.

Guest Blog: Fake Reviews Destroy Customer Experience and Confidence


Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review.

Use Technology to Enhance Customer Experience

Up Your Service

Smart service providers are using technology to delight customers , become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can enhance your customer experience: 1.

10 Key Customer Experience Trends for 2019

CSM Magazine

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. Customer Service Articles

Customer Experience Event: Xploration 16


Along with co-presenter Gerald Edwards, Director of Document Composition and Content Management at EmblemHealth, I’ll be talking about how to connect customer communications management (CCM) to customer experience (CX). Customer Experience