Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.

Customer Support 94

Customer Support Coaching Marketing Customer Service 94

Totango

JUNE 17, 2021

For example, you might divide your customer base up into customers who have purchased a particular product and those who have not, allowing you to limit an email marketing promotion to customers who have not purchased the product. Customer support history. Customer Success Email Campaigns.

B2B 71

B2B Accountability Journey mapping Sales 71

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . AI Chatbots for Customer Service.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

OctopusTech

FEBRUARY 23, 2021

SMS and Email Customer Support Outsourcing has been the buzzword in the business circles for a long time now. It’s the best way to deal with your customer service needs efficiently. SMS and Email Customer Support is the backbone of an SMS infrastructure that allows users to send SMS from mobile devices.

Customer Support 62

Customer Support outsourcing Marketing Sales 62

ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Understand what your customers want and deliver consistently. Customers usually have many options. Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them.

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

ProProfs Blog

JANUARY 24, 2020

Advocacy Marketing by Tesla is another brilliant example in which the existing loyal customers were used to grab new customers. . The company offered referral packages of $1000 to both existing customers and new references. How to Develop Customer Advocacy for Your Business? Access to diverse marketing channels.

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 202

Customer Service Government Customer centricity Customer Experience 202

Select VoiceCom Blog

NOVEMBER 20, 2022

Businesses that adopted this technology also noted increased profits of up to 11% linked to an improvement in customer support and the termination of costly and unnecessary expenses that are now efficiently covered by help desk systems. The post A Definitive Guide to IT Help Desks: Does Your Business Need One?

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Bottom line .

Customer Experience 387

Customer Experience Technical Support Finance Customer advocacy 387

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

ShepHyken

NOVEMBER 27, 2023

Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing. A brand is a promise delivered.

Customer Service 172

Customer Service Morale Customer retention Marketing 172

Nicereply

MARCH 31, 2020

Most countries are at least a week into their Covid-19 preparations, and customer support teams are settling in to their new normal. Whether your volume has gone up or gone down, the way your team works has almost definitely changed. With that in mind, we want to share stories of how other customer support teams are feeling.

Customer Support 77

Customer Support Engineering Surveys Customer Service 77

Kayako

DECEMBER 22, 2016

Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. Customer support’ appears cooler because it has been popularized by new technologies and software. SaaS companies and support teams.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

ShepHyken

OCTOBER 30, 2020

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers? 1 Voice Technology Helps Keep Things Personal.

Technology 336

Technology Customer Service Personalization Chatbots 336

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. ’s 9 Binge-Worthy Marketing Podcasts. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run. Existing ways of contacting remote customer support 1.1. Read now 1.3.

B2B 52

B2B Customer Support Chatbots CRM 52

CCNG

SEPTEMBER 29, 2022

But it's definitely worth it. Parna Sarkar-Basu, Brand and Buzz Marketing, LLC. Produce An Easy Customer Support System Absolutely any service or action the customer can start and complete without ever needing to contact the business. Granted, we have to subscribe for the service.

Self service 195

Self service CCNG Chatbots B2B 195

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience 43

Customer Experience Management Journey mapping Surveys 43

ProProfs Blog

APRIL 26, 2019

These include: Efficient marketing tactics. However, the one common factor they share, which has brought them profit and goodwill, is how effective their customer support services are. Importance of Effective Customer Service in eCommerce Business. Question is, how to be the different one in the market?

Customer Support 68

Customer Support Brand ambassadors Marketing Advertising 68

ShepHyken

MAY 3, 2019

And the latest area widely touted to provide a competitive edge in the customer experience is convenience. One effect of the digital transformation has been the erosion of the traditional definition of brand loyalty. Corner markets and convenience stores aren’t just competing with the big-box superstores, they flourish.

Chatbots 290

Chatbots Customer Experience Marketing Customer Support 290

Callminer

JANUARY 26, 2017

A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative.

Best practices 295

Best practices Customer Support Marketing Call Center 295

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Customer Support 259

Customer Support Sales Marketing B2B 259

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

Help Scout

JULY 24, 2018

The difference between customer support and customer success has sparked a number of lively discussions. Customer Support teams resolve product-related issues and educate the customer about how the product works. Both teams have the same goal in mind: to help customers and deliver amazing experiences.

Customer Support 40

Customer Support Education Engineering Self service 40

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

ShepHyken

MARCH 5, 2018

My Comment: If you have a customer support center, you will definitely want to read this article and hope that your agents aren’t having the thoughts listed at the beginning of the article. What can cause “misery” for your front line support people? The Six Cs of Loyalty Program Marketing by Rick Boubelik.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

JANUARY 7, 2024

I’m often asked to define customer centricity. My definition is that a company or brand considers how every decision will impact the customer (good or bad). AI VS HUMAN: The Future of Customer Service in 2024 by Hiver (Hiver) Artificial Intelligence (AI) has rapidly evolved in recent years.

Customer Service 168

Customer Service Contact Center Customer centricity Banking 168

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service.

Customer Service 280

Customer Service Entertainment Marketing Customer Support 280

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service.

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

Fonolo

JANUARY 26, 2023

“I think one of the biggest trends is the focus on agent and employee experience, not just customer experience,” says Blair Pleasant, President & Principal Analyst at Commfusion. We’ve been seeing that for a little while, but it’s definitely been picking up a lot more now.” “The That’s frustration. That’s friction.” “You

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Here’s an example: the world’s favorite marketplace – Amazon – has perfected this customer support “workflow.”.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Voiptime

OCTOBER 5, 2022

Have you ever contacted any customer support department? Contrastively, it is almost clear that you haven’t asked yourself: “how routing is functioning in the customer service units?”, Client experience has become the priority for numerous companies as competition across the market has become overly powerful.

Interactive Voice Response 75

Interactive Voice Response call center solutions Wait times Self service 75

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Customer Service 280

Customer Service Surveys Customer Experience Feedback 280

ShepHyken

MAY 16, 2018

One of my favorite concepts to write and talk about is the Employee Golden Rule, which is to treat employees like you want the customer to be treated. First, let’s talk about the customer experience. Is it marketing? Customer support? That’s a definite negative CX. The EX is what will make or break the CX.

Accountability 241

Accountability Customer Service Customer Support Marketing 241