CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ShepHyken

JUNE 8, 2023

A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites. According to Salesforce , your brand’s overall experience is just as important to 88% of your customers as the product you’re selling.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business.

Surveys 83

Surveys Feedback Banking Best practices 83

TeleDirect

MARCH 1, 2021

Everything your call center does – field calls , make appointments , outbound communication , you name it – is directly tied to one overreaching metric: customer service. In fact, a contact center is the perfect vehicle for an effective customer feedback loop. Why is customer service such an important aspect?

Call Center 117

Call Center Customer Service Business Process Outsourcing Upselling 117

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

ShepHyken

AUGUST 24, 2021

They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. – Customer success can be proactive. – Customer service is not a department. – Delivering proactive customer service is profitable.

SaaS 348

SaaS Upselling Customer retention Feedback 348

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer Service.

Customer Experience 272

Customer Experience Customer Service Chatbots Upselling 272

Nicereply

JULY 28, 2022

Excellent cooperation between sales and customer service teams is essential for growing a business. The customer experience today is different from ten years ago. From this blog post, you’ll learn how your sales and customer service teams can work together for great results. Promote exchanging of customer data.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

TeleDirect

JANUARY 28, 2021

For some companies, planning for 2021 has some contemporary considerations – a suddenly dominant work from home environment – along with some things that never really fade away, including strong customer service goals. Fill out our customer contact form , or call our BPO experts at (800) 776-1081. 2021 promises more of the same.

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

Ann Michaels and Associates

APRIL 17, 2019

Upselling and cross-selling are both beneficial for any industry for one simple reason: more revenue. But you must be strategic in how you approach your customers or they will see right through the “You may also like …” sales pitch. Keep reading to learn how to use upselling and cross-selling to your advantage.

Upselling 40

Upselling Coaching Feedback Sales 40

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Server interruptions.

B2B 94

B2B Customer Service Interactive Voice Response B2C 94

CSM Magazine

OCTOBER 25, 2023

Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. Potential Issues : Awareness of common customer concerns or misconceptions. Key training areas include: Understanding CRM Tools : Navigating and extracting relevant customer insights and data.

Customer Service 52

Customer Service CRM Upselling Feedback 52

Nicereply

JANUARY 11, 2022

Instead of waiting for customers to run into trouble and get in touch, find a way to connect with them before the problems happen. When it comes to customer service, you can either wait for customers to come to you with a problem or… you can make the first move with proactive customer service.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

CSM Magazine

JUNE 30, 2022

As an online business owner, you know that providing great customer service is essential to your success. After all, happy customers are more likely to return and make additional purchases. In this article, we will discuss some of the best ways to provide excellent customer service for your e-commerce store.

Best practices 52

Best practices Customer Service outsourcing Self service 52

JustCall

MARCH 28, 2023

The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. It is crucial for businesses to stay ahead of these changes to ensure customer satisfaction, which plays a pivotal role in their growth.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Nicereply

NOVEMBER 13, 2023

Customer service teams are the superheroes of the business world. The customer service team, of course! They play a crucial role in ensuring customers are satisfied and keep coming back for more. Let’s start by understanding the role better… What is customer service?

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Revation Systems

JANUARY 18, 2023

Customers are the bloodline of any business, and savvy businesses are always on top of the newest ways to improve customer relationships. Digital customer service, or DCS, is one of these relatively new trends, and it has gained some popularity among businesses. What is Digital Customer Service (DCS)?

Customer Service 62

Customer Service Enterprise Self service Upselling 62

CSM Magazine

NOVEMBER 16, 2021

Is your business’s customer service starting to become more of a challenge than you expected it to be? And yes, your customer service team comes under this, too. And yes, your customer service team comes under this, too. Turn Customer Service Into A Marketing Strategy.

Customer Service 52

Customer Service Management Chatbots Upselling 52

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. Agents deal with customers every day. What exactly makes a call center agent good at customer service? Top 10 Customer Service Skills of the Best Call Center Agents. And if the tone is right, the message means good customer service.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

JustCall

AUGUST 8, 2023

Understanding Customer Behavior Adding on to the above points, understanding customer behavior aids AI in predicting customer needs and how to meet them. Customer personas help the organization assess when to cross-sell and when to upsell their products or services.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Feedback 83

Feedback Consulting Consulting Enterprise 83

JustCall

MARCH 9, 2023

Every organization, big or small, understands the importance of good customer service today. Here’s what the data tells us: Good service = loyalty + repeat business: Good customer service can increase customer loyalty and repeat business. Why is it Important to Have Good Customer Service?

Customer Service 40

Customer Service Customer retention Upselling Advertising 40

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. Be proactive.

Sales 69

Sales Customer Service Upselling CRM 69

CSM Magazine

AUGUST 31, 2023

An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service. Highly effective call centers not only provide the information the customer requires, but also enhance their experience while doing so.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Comm100

MARCH 6, 2024

It allows businesses to address customer queries, concerns, and issues instantly. This immediacy can significantly enhance customer satisfaction and help in resolving problems quickly. This efficiency can lead to lower operational costs and quicker response times for customers.

Abandon rate 94

Abandon rate Chatbots Upselling Sales 94

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. Here are six tried-and-true strategies from our decades of experience in call centers and customer service. Get feedback and follow up.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

TechSee

SEPTEMBER 21, 2023

Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. This provides a base layer of knowledge and capability that grows with each new interaction, evolving and improving through man-in-the-middle and fully autonomous feedback-improvement loops.

Engineering 109

Engineering Enterprise Chatbots Self service 109

CSM Magazine

JULY 27, 2020

In the digital age, there’s little doubt that customers have become increasingly influential and impactful in the minds of business-owners. Companies have come to value good and proactive customer service as a result, particularly as it costs between six and seven-times more to attract new consumers than retain existing patrons.

Finance 52

Finance Customer Service Banking CRM 52

Totango

AUGUST 16, 2022

For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool. In general, any software that helps increase subscription renewals and decrease churn may serve as a customer retention tool.

Customer retention 102

Customer retention Upselling CRM SaaS 102

Real Blue Sky

NOVEMBER 21, 2023

Understanding and Addressing Churn Despite best efforts, customers will churn. By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic? Once you understand the “why,” you can begin to address it.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Fonolo

MARCH 28, 2023

Responsibilities can include: Managing the overall customer experience: Customer experience managers are responsible for ensuring that all interactions with customers are positive and meet or exceed the customer’s expectations. More than ever, contact centers offer solid career pathways!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

SoliCall

AUGUST 2, 2023

Increasing the performance of agents in call centers is crucial for delivering exceptional customer service and achieving business goals. Train them on product/service details, communication techniques, problem-solving, and effective call handling. 2 – Performance Feedback and Coaching. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

Global Response

MARCH 13, 2024

Challenge #1: Understanding customer needs and expectations One of the primary challenges businesses face is understanding customers’ evolving needs and expectations. As customer behavior and preferences change, businesses must adapt quickly to meet these expectations. A growing business is a sign of success.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

CSM Magazine

DECEMBER 6, 2023

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business.

Upselling 52

Upselling SaaS Advertising Marketing 52

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Data-oriented and customer-centric approach : Totango’s commitment to a data-oriented and customer-centric approach enhances user experiences and fosters long-term relationships.

Enterprise 111

Enterprise Customer centricity Benchmark Upselling 111