TeamSupport

AUGUST 3, 2020

How many times have we heard that when calling a customer support line? And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients. How-to webinars in the form of a “university”-style series.

B2B 64

B2B Customer Support Abandon rate Self service 64

Netomi

MARCH 14, 2022

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias. Bridging the gap.

Customer Service 59

Customer Service Education Analytics Coaching 59

CSM Magazine

NOVEMBER 29, 2021

No matter how good your product is or how attractive the prices are, one of the main things the clients will remember is customer support. The quality of such support is defined by the excellence of interaction and the skills of support agents. What is customer service? Boosting customer interaction.

Customer Service 59

Customer Service Journey mapping Analytics Feedback 59

CSM Magazine

MAY 10, 2024

Keeping new customers from leaving too soon is no small feat. When customers jump ship soon after signing up, it hits a business where it hurts the most – its future growth and earnings. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

Analytics 52

Analytics Feedback Customer retention Personalization 52

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Webinar: The Impact of AI in Customer Experience. Successful Cases Studies.

Airlines 237

Airlines Chatbots Education Contact Center 237

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. This method offers a more personalized and adaptable training experience. These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Branch Mesenger

MARCH 20, 2018

Last week, we hosted our second webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018.

Customer Service 48

Customer Service Airlines Technology Upselling 48

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Kayako

SEPTEMBER 15, 2016

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% How Customer Support Managers can reduce burnout.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. Interacting with people is part and parcel of customer service.

Customer Service 59

Customer Service Feedback Airlines Construction 59

Quiq

OCTOBER 7, 2021

To answer this question, the Quiq team recently sat down with Katie Osberg at Google for a webinar discussion on what are some of the successful strategies and how different retail teams should use Google’s Business Messages. Top Google’s Business Messages (GBM) Strategies for Customer Service, Marketing, & Omnichannel.

Marketing 52

Marketing Customer Service Consulting Consulting 52

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 49

Customer Support Management Self service Call Center 49

JustCall

MARCH 9, 2023

Proactive customer service and reactive customer care are two widely-used approaches to customer service. Organizations use these to manage customer interactions and relationships. What is Proactive Customer Service? When to Use Proactive Customer Service? Let’s get going.

Customer Service 40

Customer Service Customer Care Education Feedback 40

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. A House on Fire, a House Restored.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. 86% of customers will spend more for a better experience and service.

Sales 69

Sales Customer Service Upselling CRM 69

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 40

Customer Support Management Self service Call Center 40

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 40

Customer Support Management Self service Call Center 40

Quiq

JANUARY 21, 2021

Share This Story Chatbots have become very popular because they save time and resources by automating customer support services. Bots are often used to address common customer inquiries , allowing human agents to focus on solving more complex problems. Customer experience is more important than ever.

Chatbots 52

Chatbots Customer Service Surveys Contact Center 52

Talkdesk

JULY 5, 2017

Last week, Talkdesk invited the team from Front to co-host a webinar about managing high volumes of customer support. Together, Talkdesk and Front presented five specific tactics that support teams can utilize to increase support efficiency while maintaining a level of personalization that keeps customers engaged.

Customer Support 40

Customer Support Interactive Voice Response Service level Personalization 40

Kayako

JULY 14, 2016

Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit. Customer Service Champions (the largest group).

Customer Support 48

Customer Support Consulting Consulting Personalization 48

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Personalization is an integral part of this equation.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. But times are a-changing.

Customer Support 40

Customer Support Self service Upselling CRM 40

Solvvy

MARCH 8, 2022

One industry that has been hit particularly hard is customer service. In a recent webinar , Vanessa Van Arsdale and Aly Klidies talk with Solvvy’s Head of People, Abby Gates , to discuss employers’ biggest questions when it comes to the Great Resignation: Why are employees leaving?

Benchmark 62

Benchmark Chatbots Surveys Feedback 62

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. This amount deducts your sales, marketing, and customer service charges.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Quiq

JANUARY 21, 2021

Share This Story Chatbots have become very popular because they save time and resources by automating customer support services. Bots are often used to address common customer inquiries , allowing human agents to focus on solving more complex problems. Customer experience is more important than ever.

Chatbots 40

Chatbots Customer Service Surveys Contact Center 40

LiveChat

JANUARY 20, 2017

Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. A hundred years ago people used to go to the store and would get help in person. Without even using the phone function.”.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Customer Service Life

SEPTEMBER 21, 2017

While I’m incredibly proud of the work we did in those early days to deliver awesome customer service, there are also some things, in hindsight, that I’d do differently. At FCR, I see many of our startup clients launch their customer service only offering email support at first. upbeat, casual, and empathetic).

Customer Service 68

Customer Service voip Metrics Marketing 68

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Netomi

NOVEMBER 11, 2022

Companies of all sizes are adopting AI to automate resolution of the 265 billion customer support requests made every year. A customer support chatbot serves as the first line of defense to respond to customers and help resolve a customer’s questions before looping in a human. What is Zendesk Answer Bot?

Chatbots 52

Chatbots CRM Customer Support Personalization 52

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? 25, 2pm ET/11am PT for a live 30-min webinar. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Join us Oct. Save your seat! Simple, Rules-Based Chatbots These task-oriented chatbots are widely-used.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Nicereply

NOVEMBER 21, 2023

Transactional NPS Surveys What They Are: Transactional NPS surveys are deployed immediately after a customer has had a specific interaction with your company, such as making a purchase or talking to customer support. Everyone has a different opinion on how to survey customers. Follow-up question: What did we do well?

Surveys 59

Surveys B2B Feedback Education 59

Nicereply

MAY 26, 2020

Support is important—we all know this. But customer service and support are usually the first places that, when the going gets tough, team members are forced to get going. One of the easiest things that you could correlate is customer contact. What this looks like. What this looks like. Those things have value.

Metrics 105

Metrics Average Handle Time Customer Support Customer retention 105

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels.

Customer Service 45

Customer Service Airlines Personalization Accountability 45

Fonolo

APRIL 9, 2019

Certain commentators in the customer service space have been predicting the death of the call center. In fact, as we’ve argued before, phone calls are still essential to the success of customer service. According to one study , 90% of customers who call a company want to speak with a representative.

Call Center 122

Call Center First call resolution Interactive Voice Response Contact Center 122

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Transform the Contact Center with Microsoft Teams (blog series). The Pressure is On.

Self service 52

Self service Contact Center CRM Quality management 52