Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? eBooks: 5 Ways to Surprise & Delight Your Customers.

Customer Support 65

Customer Support SaaS B2B Technology 65

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

TeamSupport

JUNE 14, 2019

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. This lets you have internal conversations directly within a ticket without the customer ever seeing it.

Customer Support 75

Customer Support Self service Morale Banking 75

ShepHyken

SEPTEMBER 14, 2020

NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. It’s a short ebook on turning the call center into an experience center. It’s a short ebook on turning the call center into an experience center. Imagine that!

Customer Service 213

Customer Service B2B B2C Call Center 213

Outsource Consultants

JANUARY 24, 2024

That’s why Outsource Consultants has put together a sneak peek into just some of the regional trends highlighted in our 2024 BPO Market Trends and Pricing eBook. While not yet a mainstream option for US customers, its low costs and skilled workforce position it for major growth in the next few years.

outsourcing 67

outsourcing Consulting Consulting Call Center 67

Babelforce

FEBRUARY 4, 2021

I went through all their FAQs and support videos. She nods again and asks: ‘ Did you call their customer support line?’. Get started with your (free) automation ebook. But self-service can do a lot for you – possibly more than you think… #1 Improved customer experience. . #3 Get the eBook!

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

TeamSupport

JULY 27, 2020

And you want to break down the silos between support, sales, and product development and improve collaborations between these departments. This blog series will give you a good starting point to understand the basic differences between the two as it relates to B2B customer support. Customization.

B2B 64

B2B Customer Support SaaS Accountability 64

Beyond Philosophy

FEBRUARY 15, 2024

Proactivity also shows customers they can trust you to do what you say you will. In addition, an honest look at how operationally you treat customers can help. Streamlining support processes or troubleshooting in these cases can do a lot to evoke the proper emotions. Get access to your free ebook here and why not tell a friend?

Customer emotions 222

Customer emotions Call Center Customer Experience Customer Support 222

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Personalization Customer Support B2C 56

Vonage

MARCH 26, 2018

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.

Customer Support 65

Customer Support Feedback Sales Surveys 65

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language.

Scripts 195

Scripts Consulting Consulting Personalization 195

Fonolo

SEPTEMBER 5, 2018

In any case, call-backs aid in managing these spikes by deferring calls for future moments when more agents are available to assist with customer support. Lower abandon rates: Customers forced to wait on hold for a significant amount of time will often hang up, which leads to a spike in repeat calls.

Abandon rate 240

Abandon rate Contact Center Call Center Technology 240

ShepHyken

MARCH 1, 2021

Business2Community) When you’re adopting AI for customer support, there are five common pitfalls to avoid to ensure a positive customer experience. My Comment: Here are some reminders of what NOT to do when it comes to integrating AI into the customer support experience. And How to Avoid Them by Can Ozdoruk.

Journey mapping 198

Journey mapping Customer Service Customer centricity Self service 198

Comm100

SEPTEMBER 10, 2020

Email is a foundational pillar of customer support. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Comm100

SEPTEMBER 10, 2020

Email is a foundational pillar of customer support. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Nicereply

JULY 25, 2022

Moreover, a career in customer service can be very rewarding if you are looking for a meaningful job and you love to help other people. We dedicated this episode of Content Pie to the best tips on how to find a new job as a Customer Service Representative. Look at our ebook tip, recommended articles, and podcast you should listen to.

Customer Service 98

Customer Service Best practices Feedback Customer Support 98

ShepHyken

APRIL 5, 2021

(CMSWire) Here are 12 good customer experiences stats featured in Medallia’s “Contact Center and Digital, Better Together” eBook that illustrate the urgency of why brands need to close the gap between their digital and traditional customer service channels to improve both overall and digital customer experiences.

Customer Service 305

Customer Service Contact Center Self service Customer Experience 305

SmartAction

FEBRUARY 22, 2024

It highlights a crucial lesson: the need for AI systems that are not only technologically advanced but also meticulously aligned with a company’s policies and customer service ethos. In my ebook, “ Frontier Airlines: A Year Without Phones – Could AI Have Saved the Day?”,

Chatbots 88

Chatbots Airlines Self service Technology 88

Talkdesk

MARCH 17, 2017

The same is true of a first customer: they’re memorable. The first customer receives the ultimate customer support experience because they set the standard for service. Businesses realize that the first customer is taking a chance with them, so they will do anything to make sure that customer is treated well.

Customer Support 40

Customer Support Best practices Customer Service Personalization 40

TeamSupport

SEPTEMBER 6, 2022

B2B organizations are no strangers to robust customer support and customer success operations, however too often customer relationships are transactional – a customer has a problem and you help, but the business’s concern is just closing out tickets and hitting ideal response and resolution times.

Customer centricity 98

Customer centricity B2B Customer Support Metrics 98

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

Nicereply

SEPTEMBER 22, 2022

We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction. What makes a customer experience an outstanding experience?

Customer Experience 72

Customer Experience Multi-channel support Customer effort Customer Support 72

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

Playvox

FEBRUARY 13, 2024

Re-examine Your KPIs For better results, choose KPIs that align with your customer support center’s goals. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Get clear and honest about your real goals. Do you want to increase revenue through cross-selling ?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

FEBRUARY 13, 2023

It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Interactions

MARCH 11, 2022

And when it comes to specifics, understanding the differences between the terms can actually help make sure that the customer relationship remains strong. Customer service/customer support. These terms specifically refer to when a customer is reaching out to a brand for assistance. Let’s explore the terms. .

Customer Experience 106

Customer Experience Customer Service Technology Contact Center 106

Creative Virtual

OCTOBER 5, 2020

The global pandemic has put digital transformation projects on the fast-track for many organisations, including digital customer service initiatives. This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

ClientSuccess

NOVEMBER 9, 2022

The same can be said for a customer success operations resource, except they will often work in their customer-specific platform. You can learn more about investing in a customer success operations resource here. Webinar: Leveraging Product Usage and Adoption Data to Inform Your Customer Lifecycle Engagement and Outreach.

SaaS 68

SaaS Metrics CRM Sales 68

Comm100

JULY 6, 2021

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. A task bot can be used to gain leads for: Webinars Newsletters Events eBooks Product demos Follow-ups And much more. This makes fast customer support essential to your bottom line.

Chatbots 100

Chatbots Sales Customer Support Customer Service 100

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

AUGUST 11, 2022

Chat is a powerful tool for business growth, allowing businesses to communicate directly with their customers. It means you can quickly and easily offer customer support, engage with users, and use it for lead generation. Chat lets agents communicate directly with customers, as well as track and solve questions and issues.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Let’s dive into the nuts and bolts of customer self-service and see how it can impact and benefit your business. . Download our eBook: What Self Service Will Look Like in 2025 . What is Customer Self Service?

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them. Check it out!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71