Nicereply

SEPTEMBER 29, 2020

People love proactive support too: 87% of U.S. Companies using a proactive approach saw an increase in customer retention rates of 3-5%. The process of switching from reactive to proactive support can feel overwhelming, so we’ve put together five tactics to make it less stressful. There are fiscal benefits, as well.

Customer Support 64

Customer Support Education Customer retention Engineering 64

TeamSupport

NOVEMBER 11, 2020

Identify issues that that diminish product performance or inhibit customers’ ability to use a product. And escalate reported issues that cannot be resolved within Support to product engineering or DevOps groups for resolution. Remember, for many technology companies, 70% or more of revenue comes from existing customers.

Customer Support 98

Customer Support Coaching Education Engineering 98

Kayako

MARCH 14, 2018

Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support? These two simple guiding prin ciples remind us how easy it can be to transform the customer experience. Far from it!

Customer Support 86

Customer Support Best practices Benchmark Metrics 86

ShepHyken

MARCH 21, 2022

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

Customer Service 170

Customer Service Customer retention Engineering Self service 170

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. Reduce support tickets A quarter (25%) of support cases are opened for topics already addressed in the support site and/or knowledge base.

Accountability 96

Accountability Government Chatbots Engineering 96

Babelforce

FEBRUARY 4, 2021

I went through all their FAQs and support videos. She nods again and asks: ‘ Did you call their customer support line?’. Improved customer experience is the rising tide that raises all ships; you’ll see the positive benefits in everything from sales volumes to customer retention to NPS. It didn’t help.’.

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

Help Scout

JULY 24, 2018

The difference between customer support and customer success has sparked a number of lively discussions. Customer Support teams resolve product-related issues and educate the customer about how the product works. Defining Customer Support and Customer Success.

Customer Support 40

Customer Support Education Engineering Self service 40

CSM Magazine

MARCH 6, 2023

Other factors that might influence your success are customer service and user experience. These factors can impact the customer retention rate on your platform. Content and price play a vital role for customers when they choose what service to use. Customers do not just want superb customer service – they expect it.

Engineering 52

Engineering Customer retention Personalization Customer Support 52

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

ShepHyken

AUGUST 14, 2023

How to Use SEO and CX for Better Organic Performance by Veruska Anconitano (Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

ProProfs Blog

JUNE 5, 2020

More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn. The more customers leave, the less your business grows. With customer retention being the primary driver of companies’ revenue, churn lowers your profits by far.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Customers who contact support frequently are more likely to be less satisfied. Time-to-resolve. Case priority.

Engineering 52

Engineering SaaS Upselling Metrics 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Nicereply

FEBRUARY 2, 2024

Excellent customer service is crucial to the success of an organization. A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service. Create a Customer Success Strategy The first thing you need to do is create a customer success strategy for your business.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

AUGUST 23, 2022

Guiding customers through onboarding. Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions.

B2B 116

B2B Journey mapping SaaS Engineering 116

Cincom

JULY 18, 2023

Aligning Engineering, Production and Sales As one centralized source of product information, quote software can ensure that Engineering, Production and Sales are all on the same page. This information can help you personalize your quotes and offer targeted promotions, improving your customer retention and satisfaction.

CRM 52

CRM Engineering Analytics Sales 52

Cincom

JULY 18, 2023

Aligning Engineering, Production, and Sales As one centralized source of product information, quote software can ensure that engineering, production, and sales are all on the same page. This information can help you personalize your quotes and offer targeted promotions, improving your customer retention and satisfaction.

CRM 52

CRM Sales Engineering Analytics 52

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Education Engineering 195

ChurnZero

JANUARY 13, 2022

“Our customers are our inspiration, and we grow as they grow. Bill Mahoney, Chief Customer Officer, ComplySci. In his new role, Bill will be responsible for ensuring success throughout the customer entire lifecycle, from initial onboarding onward. She understands customer service and puts customers first every single day.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CSM Magazine

JULY 22, 2021

Online communities serve as content engines that follow a one-to-many principle. For SaaS companies, communities are a powerful engine for the creation, capture, discovery, and cultivation of traffic. Growing Customer Retention. In the world of business, loyalty translates into retention.

Advertising 98

Advertising SaaS B2C Engineering 98

CSM Magazine

APRIL 22, 2020

In our times, no company big or small can survive without a robust online presence and a website converting new customers into loyal ones. Customer experience is the crucial aspect you need to think about as a startup or a solopreneur, from visuals to UX and from blog content to customer support tools.

Engineering 52

Engineering Customer retention Customer Support Analytics 52

Cincom

MAY 3, 2024

Seamless integration: Tight integration with systems like CRM, ERP, and e-commerce provides easy access to data needed in documents for accuracy and customization. Strong customer support: Because document automation touches many business functions, responsive customer support ensures users can get answers and guidance efficiently.

Enterprise 40

Enterprise CRM APIs Customer retention 40

Kayako

AUGUST 28, 2015

It’s a big bad world out there and just like any other profession, support teams need a solid, actionable framework to guide and support them. It’s a shame, because many people who get into customer support do it because they really like to help people. Experience engineering: ‘hard’ skills for support pros.

Engineering 95

Engineering Customer retention Coaching Customer Support 95

NobelBiz

MAY 7, 2024

NobelBiz Dragon Call Initiator (DCI) is a cutting-edge outbound dialing system specifically engineered to enhance call center productivity. Cost Efficiency and ROI Although the initial investment in a hybrid dialer system may be significant, the return on investment is quickly realized through improved efficiency and customer retention.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

Win the Customer

MARCH 7, 2023

It enables businesses to predict future customer behaviors and preferences with remarkable accuracy. This dynamic pricing strategy ensures that customers receive fair prices while maximizing the company’s revenue. Companies like Amazon and Netflix have successfully leveraged recommendation systems to drive sales and engagement.

Analytics 52

Analytics Personalization Customer Experience Chatbots 52

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. 1–5 or 1–10).

Surveys 52

Surveys Feedback Customer effort Customer Support 52

Spearline

JULY 29, 2021

From an ex-customers point of view, Dan detailed how easily Spearline resolved the problem and the many benefits that followed. “The logistics of organizing things become a lot simpler for our engineers.

Telecommunications 98

Telecommunications Engineering Customer retention Customer Support 98

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. 1–5 or 1–10).

Surveys 98

Surveys Feedback Customer Support Wireless 98

OctopusTech

AUGUST 14, 2023

Redesigning also includes search engine optimization, optimizing website speed, monitoring technical performance, and responsive web design. This way, their trust will increase on your website which will eventually increase your brand authority and value for a long term that will result in an increase in customer retention.

Engineering 62

Engineering Sales Advertising Technology 62

Fonolo

APRIL 16, 2019

Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand. Today, we welcome Fonolo Solutions Engineer James Dantow into the writers’ fold. — The Fonolo Team.

Call Center 108

Call Center Contact Center Engineering Construction 108

Netomi

AUGUST 31, 2022

At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. Customer Retention. Cost Per Resolution.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

NobelBiz

APRIL 11, 2023

It’s also rumored that ChatGPT might render a good number of jobs obsolete, careers in education, finance, software engineering, journalism, and graphic design are under jeopardy. You can learn how AI technology is already applied to our customers by visiting the NobelBiz & Balto partnership page.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

Global Response

MARCH 25, 2024

You can also use AI-driven tools to analyze unstructured data (like social media posts or customer support chat logs) for sentiment analysis and trend spotting. Use personalization engines that use customer data to predict and deliver personalized recommendations, content, and promotions in real time.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

ProProfs Blog

FEBRUARY 13, 2020

Takeaway: These customer loyalty and engagement benefit statistics help us to understand why loyalty programs are so popular among customers and how business owners end up receiving improved revenues. Customer Loyalty B2B Statistics. Customers who end up paying more are more likely to check out your competitors too.

Customer retention 164

Customer retention Sales B2B Marketing 164

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. As Alida’s Chief Customer Officer, Jason leads the global customer success organization, customer support, and services businesses.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Solvvy

SEPTEMBER 17, 2022

Making information easy to find and understand will enhance customer satisfaction in several ways. A good customer service knowledge base: Meets Customer Expectations for Self-Service. For many customers, consistency must be a given. A knowledge base isn’t only accessible to customers. Increase Productivity.

Customer Service 62

Customer Service Self service Engineering Customer Support 62