Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. Your CEO self is happy now).

Customer Support 83

Customer Support Banking First call resolution Self service 83

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. First, Sign Up for the Webinar: November 19, 2020. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Read the rest here. »

Customer Service 78

Customer Service Banking Engineering Self service 78

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Best practices 97

Best practices Self service Chatbots Analytics 97

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

CSM Magazine

JUNE 17, 2021

Yext Inc, the AI Search Company, today announced new integrations with Zendesk Inc, as part of its continued focus on empowering customer support teams. Yext Support Answers , released in May, is a suite of enterprise search solutions built on Yext’s AI-powered platform for customer support use cases.

Customer Support 52

Customer Support Enterprise Self service Technology 52

Toister Performance Solutions

NOVEMBER 30, 2017

The webinar software picked the wrong time to get wonky. I placed a frantic call to technical support. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") The rep offered to stay on the line with me until my webinar started. Sometimes there's no phone support at all.

Customer Support 80

Customer Support Technical Support Self service Coaching 80

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

Solvvy

OCTOBER 30, 2020

Customer service is paramount to the success of any business. When striving to provide an exceptional customer service experience, three obstacles always stand in the way: Access, Speed, and Guidance. . Without seeking out this information, you lose out on return business because customers may never find their value.

Customer Service 48

Customer Service Chatbots Self service Analytics 48

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

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

COPC

APRIL 1, 2024

These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support. Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

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. Learn More.

Customer Support 49

Customer Support Management Self service Call Center 49

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

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. Learn More.

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. Learn More.

Customer Support 40

Customer Support Management Self service Call Center 40

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. Like chatbots, IVRs are used for basic self-service. Join us Oct. Save your seat!

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

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

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

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

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. Self-Service Helps Agents Too. Blog #2 Microsoft Teams Drives Agent Productivity.

Self service 52

Self service Contact Center CRM Quality management 52

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. Even though people knew the telephone, no one thought about it in terms of customer support. Paolo Fabrizio.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. I was in support leadership for a couple years.

Sales 111

Sales Customer Experience Upselling Self service 111

Solvvy

DECEMBER 17, 2019

Nearly all of the companies who have implemented AI in their CX and customer support have reported meaningful benefits such as revenue increase and cost reduction. SeatGeek has been able to stay ahead of their competition by leveraging AI capabilities to create an effortless customer experience.

Self service 62

Self service Banking Chatbots Technology 62

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. Help Customers Help Themselves with Self-Service. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well. Consistent Messaging.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Creative Virtual

JUNE 7, 2022

Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. By Mandy Reed, Global Head of Marketing. Virtual agents.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

SmartAction

JUNE 9, 2023

They are widely used in customer support, providing 24/7 assistance. Most organizations use them to improve customer experience and reduce human resource costs. Benefits Enhanced User Experience Conversational AI not only streamlines customer service operations but also provides an opportunity to elevate the customer experience.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Vonage

MARCH 26, 2018

Technology has altered customer service expectations forever. Mobile apps and support portals provide customers with the tools to access round-the-clock service without ever needing to speak to a person. . The rising cost of poor customer service. Never underestimate the power of human interaction.

Self service 63

Self service Banking Chatbots CRM 63

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. To build an easy to use IVR that helps your customers follow these five tips! Focus on self-service benefits. The intention of automation is self-service at all times of the day.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

NobelBiz

NOVEMBER 20, 2023

Moreover, its professional features, such as call forwarding, auto-attendant, and customizable greetings, contribute to a seamless and positive customer service experience, reflecting your brand’s personality. Read more about the NobelBiz self-service IVR system here.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

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

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. I was on hold with customer service for over an hour just on a regular day for a flight check months ago!

Airlines 78

Airlines Transportation Contact Center Self service 78

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. Help make sure your organization delivers the customer experience that exceeds their expectations. AI Makes It Possible (Blog Series). Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Netomi

APRIL 27, 2022

Chili Piper is passionate about its customers – so much so that the company recently rebranded its Customer Support department – which sits within the company’s Customer Success (CS) Group – to the all-new Department of ‘Customer Love.’ A Proactive Approach to Customer Care.

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

Creative Virtual

DECEMBER 10, 2020

Laura Ludmany, one of our experienced Knowledgebase Engineers, wrote a two-part blog series about helping some of our financial customers with their 24/7 customer support tools during this time. We held a webinar, Tips for Deploying AI Chatbots & Virtual Agents , which can now be viewed on-demand. By Laura Ludmany.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

CSM Magazine

SEPTEMBER 20, 2021

Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. When the margin for error is so low, how do you improve your customer service?

Customer Support 98

Customer Support Education Self service Surveys 98

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , 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.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52