Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Take demographic data about customers into account. The renewal process has bugs.

Customer retention 90

Customer retention Sales Marketing Big data 90

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Train to Listen. Update Customer Knowledge Bases.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. How do I become a good customer retention specialist?

Customer retention 52

Customer retention Accountability SaaS Education 52

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. How does support ticket deflection benefit the customer? What is ticket deflection?

Customer Support 98

Customer Support Self service Chatbots Wait times 98

JivoChat

MARCH 12, 2023

That includes customer support. Your customer support system is powering your entire business. What is Multilingual Customer Support? Let’s first take a quick look at the concept of multilingual customer support. This way, your multilingual customer support will work even better.

Education 75

Education Customer Support Customer retention Self service 75

TeleDirect

OCTOBER 25, 2023

These abilities provide call centers with tremendous opportunities to improve customer support. It can direct the agent to each step required to resolve the customer’s pain point. At TeleDirect, we’re an extension of your team, and our team is extensively trained in upselling and lead generation.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

TeleDirect

OCTOBER 23, 2023

If they don’t answer within a designated number of rings, it’s automatically transferred to our professional call center agents, trained to represent your company. Call forwarding for business provides your clients with the best customer experience possible. For some clients, that means 24/7 support. Now, each customer is heard.

Customer Support 62

Customer Support Business Process Outsourcing outsourcing Call Center 62

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Professional services and training.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Support SaaS Strategic Value 81

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

CSM Magazine

DECEMBER 6, 2023

It also requires a well-trained team that understands the value of customer success and has the skills and knowledge to deliver it consistently. In this article, we will explore why investing in customer success training is a smart decision and the benefits it can bring to your business. Let’s get started! The result?

Upselling 52

Upselling SaaS Advertising Marketing 52

ShepHyken

JANUARY 4, 2023

Some companies will make the mistake of cutting in areas their customers might notice – and that’s a mistake you want to avoid. . Customer Support Over the Phone Is Not Dead – The phone is still the most popular way for customers to contact a company with questions or problems. Follow on Twitter: @Hyken.

Customer Experience 342

Customer Experience Customer Service B2C Self service 342

Nicereply

MAY 1, 2023

Putting customers first means taking a customer-centric approach to all aspects of the business, from product development to marketing to customer support. Companies can avoid short-term thinking by focusing on customer needs and expectations for long-lasting growth. Build customer loyalty much easier.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

Solvvy

MAY 6, 2021

Customer support agents are instrumental to every company. They are a company’s first line of support when inquiries and issues arise. And while customer support agents are indispensable players in any organization, they simply cannot do it all. Support agents need support, too!

Customer retention 48

Customer retention Chatbots Customer Support outsourcing 48

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 107

Customer Support Customer advocacy Construction Enterprise 107

ShepHyken

JULY 26, 2021

What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson. Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization.

Customer Service 261

Customer Service Customer retention Contact Center Upselling 261

Solvvy

SEPTEMBER 20, 2022

You can also use your customer satisfaction (CSAT) score , Net Promoter Score®, and customer retention as indicators of how well your customer support processes meet your client’s expectations. In addition, talk to your customer support team agents on the front lines to learn about their pain points.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Voiptime

OCTOBER 14, 2022

Who realizes excellent customer service? Who are the irreplaceable workers in the customer support department? The answer is clear - it’s the customer service representatives. They are those who create a customer’s image of a brand, come with assistance when the client needs it, do sales and ensure customer retention.

Customer Support 40

Customer Support Coaching Customer retention Sales 40

ChurnZero

JULY 7, 2020

The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service. The Difference Between Customer Support and Customer Success Teams.

Customer Support 90

Customer Support Education Customer retention Feedback 90

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention? Follow on Twitter: @Hyken.

Customer Service 235

Customer Service Customer retention Banking Customer Support 235

ShepHyken

APRIL 26, 2021

My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. One of the main points is that customer service is becoming the face of a brand.

Customer Service 339

Customer Service First call resolution Contact Center Engineering 339

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Minimizing churn.

Accountability 52

Accountability Customer Support Management Upselling 52

ShepHyken

MAY 17, 2021

How to Commit Your Brand to Customer Success by Jared Atchison. Effective marketing, a strong customer support team, and a robust content strategy all contribute to the development of your company. If you currently don’t have a customer success program, this article will give some insights to help get you started.

Customer Service 202

Customer Service Customer retention Marketing Sales 202

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Customer Service 233

Customer Service Customer retention Customer centricity Education 233

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

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This is great information for anyone who has a customer support department. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Connect with Shep on LinkedIn.

Customer Service 155

Customer Service Customer advocacy Average Handle Time Customer centricity 155

aircall

JUNE 15, 2018

We now have access to an unprecedented amount of customer information, but all too often this resource sits in our databases gathering digital dust. It can be a powerful driver of customer retention when applied correctly. Mindfully Collect Customer Data. The way to a customer’s heart is through personalized service.

Customer retention 48

Customer retention Upselling CRM Customer Care 48

ShepHyken

AUGUST 24, 2021

It saves companies money, ensures customer retention, and encourages customers to spend more. – Customer Success is about continuously finding ways to add value and ensure that your customers are maximizing the features and benefits of products or services that they bought from you.

SaaS 348

SaaS Upselling Customer retention Feedback 348

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Using AI the right way will enhance the relationship versus frustrate the customer.

Customer Service 156

Customer Service B2C Customer retention Government 156

Noble Systems

SEPTEMBER 20, 2019

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement. Optimize call routing.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Return Customer

AUGUST 15, 2018

These are the facts that led brands to become more conscious about their customer support practices. That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. The Great Myth: The Customer is Always Right.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

ShepHyken

OCTOBER 24, 2022

My Comment: There is a lot of crossover between customer service and CX training. Depending on the course, it’s not just for the frontline or the people designing a user/customer experience. Some training courses are designed for all employees. 9 Reasons To Offer Your Customers A Subscription Service by Vincent Tricarico.

Customer Service 130

Customer Service B2C B2B SaaS 130

ShepHyken

FEBRUARY 5, 2019

They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer retention 216

Customer retention Surveys Sales Customer Service 216

ShepHyken

NOVEMBER 27, 2023

The AI Customer Service Blueprint by Magical (Magical) The easiest way to think about integrating AI customer support tools and apps into your business is to think of it like building a house. This AI Customer Service Blueprint breaks down how to integrate AI for customer support into three main levels.

Customer Service 172

Customer Service Morale Customer retention Marketing 172