ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Benchmark 80

Benchmark Upselling Education Best practices 80

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

Noble Systems

AUGUST 25, 2020

Improve employee performance and productivity– sales, marketing, customer service, product development. Some of the sales KPIs that financial services firms gamify include number of leads, number of transfers, dials per hour, contacts per hour, sales and revenue per hour, to name a few.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Fonolo

JANUARY 23, 2018

If you’re interested in how all these factors can combine together to yield cost savings for your call center, check out our eBook, The ROI of Call-Backs for Your Call Center. Webinar] 3 Critical Contact Center Trends to Watch in 2018. Who should attend: VPs & Directors of Customer Service. See this success story.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

ClientSuccess

APRIL 20, 2021

We all know businesses have to run as such, but letting your customers know that you’re there to speak and act for them can go a long way to building customer loyalty. Here are some additional resources on how to deliver proactive customer service: Webinar: Cultivating Customer Relationships Through Crisis.

Feedback 69

Feedback Sales Customer Service 69

Comm100

JULY 5, 2022

Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). Research shows that 45% of users already prefer chatbots as the primary mode of customer service communication. .

Chatbots 82

Chatbots Benchmark Scripts Customer Service 82

Playvox

NOVEMBER 29, 2022

The reality is people are apt to “cut corners” to make their day easier, and it’s no different in a customer service center environment where stress levels and turnover are high. Agents are dealing with numerous customers with different personalities and different communication skills. Other Avoidance Factors To Consider.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. Customer Success eBooks. More Toolkits!

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Comm100

JULY 6, 2021

However, what isn’t so well understood is how customer service can support this lead generation – and particularly when using task bots. A task bot can be used to gain leads for: Webinars Newsletters Events eBooks Product demos Follow-ups And much more. Gain leads with engaging conversation. Learn more. Comm100 Chabot.

Chatbots 102

Chatbots Sales Customer Support Customer Service 102

ClientSuccess

NOVEMBER 15, 2022

It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. One way to ensure your customers stay with you is to add a personal touch to customer success. Toolkit: Customer Success Leaders Toolkit.

Personalization 74

Personalization Finance Feedback Scripts 74

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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. Webinar Attendee Survey template On a scale of 0 to 10, how would you rate our recent webinar?

Surveys 59

Surveys B2B Feedback Education 59

Fonolo

NOVEMBER 6, 2018

Everyone involved in customer service wants to understand consumer channel preference. Here is a common example: We used that exact chart (hat tip to RingCentral ) in last week’s webinar on AI in the Call Center. Here’s another example: That one was our “highlight chart” when we covered Five9 ’s Customer Service Index Report.

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

Creative Virtual

DECEMBER 10, 2020

Several months later, AI Time Journal approached us for a contribution to their upcoming ebook featuring ‘Conversational AI Success Stories During Times of Pandemic’. We were happy to share the experiences of one of our international financial services group customers using our V-Person virtual agent to provide customer support.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

DECEMBER 7, 2021

We were also one of the sponsors for destinationCRM’s roundtable webinar Conversational AI: The Future of Customer Service? One of my personal favorite ways the Creative Virtual team shares our individual insights is through our annual blog post celebration for Customer Service Week and CX Day in October.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

ClientSuccess

SEPTEMBER 21, 2020

Each customer has different needs and uses for your product, so it’s up to the Customer Success Manager (CSM) to thoroughly understand each customer and to be their champion throughout their entire customer journey. The role of the CSM is a value-add and is usually not a fee-based service.

Customer Support 65

Customer Support SaaS B2B Technology 65

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Maintaining Quality Without Micromanaging.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

JustCall

APRIL 4, 2023

’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. Content Marketing This strategy is all about creating and sharing valuable content that attracts potential customers to your website.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience.

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience.

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

Playvox

APRIL 19, 2023

While issues might pop up unexpectedly from time to time, effective time management is a crucial skill that contact center agents can apply to their daily tasks to provide efficient and effective service to customers. Schedule adherence ensures that agents are available when customers need them, providing timely and efficient service.

Time management 56

Time management Contact Center Management Schedule adherence 56

Fonolo

SEPTEMBER 26, 2017

If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center. The more common ASAP call-backs are still a great tool for improving customer satisfaction, reducing abandoned calls and shortening handle times, but they lack this one power. VPs & Directors of Customer Experience.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

CX Global Media

OCTOBER 22, 2018

Joe currently heads Coca-Cola’s Inside Sales and Service team with that business-to-business sales and reactive service calls to over 77,000 CCBCC customers. Prior to Coke, Joe served as a Director in Individual Client Services at TIAA, a Fortune 100 financial services company. Please Share. Click to Tweet .

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Playvox

AUGUST 11, 2022

Unfortunately, this is one of the major issues customer success teams have reported to us when it comes to chat tagging – that it just doesn’t happen at all. There are numerous reasons for this lack of tagging: Naturally, customer service agents are focused on helping their customers. Cost Of Manual Chat Tagging.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ChurnZero

NOVEMBER 30, 2018

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. Speaker: Michael Redbord, Vice President & General Manager, Service Hub, HubSpot.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

LiveChat

MARCH 13, 2018

Getting a lead – webinars, ebooks, reports. Here’s the example from Salesforce’s landing page, promoting its ebook. The page has a clear goal – a visitor leaves their information, such as name, email, job title and phone, to get an ebook for free. Here are 3 examples of landing pages’ goals. Everything is clear.

Engineering 46

Engineering Sales Customer Service 46

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs. These solutions are here and they are here to help.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Noble Systems

MAY 11, 2021

Learn More: Webinar on Demand: SOLUTION SHOWCASE – Real-Time Service Improvements with Conversations Analytics Now. With real-time analysis and personalized coaching for live conversations, Noble Conversations Analytics Now helps you achieve faster response times and improved customer service.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Kayako

AUGUST 22, 2019

Email & Webinars. Customer Success & Support . Training webinars. Taking the time to understand the importance of this stage in the customer journey will help you define the activities you need to carry out to ensure visibility. SEO/Organic (Webpages, Blogs). Social updates. Review sites. Comparison Pages.

Engineering 56

Engineering Best practices Marketing Accountability 56

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ClientSuccess

AUGUST 30, 2018

When it comes to building a culture of customer success, Carine recommends making your onboarding, training, and activation experience as easy as possible for the customer, no matter what. Bring the best parts of personal service over to your professional team to ensure your customers feel special. . Don’t lose hope.

SaaS 40

SaaS Best practices Personalization Metrics 40

ClientSuccess

OCTOBER 8, 2019

It was a breeze: a customer service (and customer success) win. That’s why we’ve created a free eBook: The Ultimate Guide to SaaS Customer Success Metrics. ClientSuccess is here to help with webinars, toolkits, and of course our customer success software. Recently I had to take my iPad in for repair.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ClientSuccess

OCTOBER 2, 2019

While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. .

Accountability 47

Accountability Management Upselling SaaS 47

Squelch

MAY 10, 2019

The desire for instant gratification extends to customers’ expectations regarding the experience they receive from companies. For instance, Hubspot found that “90% of consumers rate an immediate response as important or very important when they have a customer service question,” with immediate defined as 10 minutes or less.

Customer Experience 40

Customer Experience Average Handle Time Customer retention Metrics 40

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52