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 Use ‘customer ready’ language.

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 49

B2B Customer Support Abandon rate Metrics 49

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

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

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

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 40

B2B Customer Support Abandon rate Metrics 40

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

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? Remember to keep it focused on the right metrics. Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Why should CSMs track product metrics?

SaaS 52

SaaS Metrics Surveys Feedback 52

Hello Customer

OCTOBER 13, 2021

In fact, 80% of them say it serves as a basic system of customer data collection and analysis, rather than an actual agent of change. The reason for this is that many companies, whether or not they like to admit it, are still pretty conservative and stick to traditional business-driving metrics and compartmentalized reporting.

Surveys 98

Surveys Feedback Journey mapping Metrics 98

TeamSupport

SEPTEMBER 7, 2018

Click here to download our eBook on the influence of reporting and metrics in B2B customer support! Nature of Support Requests – As expected, larger customers will have more requests, so that’s not necessarily the key focus here. Inactivity or a decrease here can indicate trouble.

B2B 136

B2B Metrics Feedback Customer Support 136

TeamSupport

FEBRUARY 18, 2022

As your B2B business applies the sections and strategies of the Customer Pipeline to your customer support practices, you then are moving along the pipeline. The TeamSupport-created Customer Pipeline concept is essentially divided into three major spheres: Know, Support, and Grow. their goals with you ).

B2B 105

B2B Upselling Customer Support Sales 105

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Apart from this, mangers are also able to use reports to monitor the customer support team, cut costs, streamline the processes that support the customer service department and make strategic decisions.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

ClientSuccess

NOVEMBER 9, 2022

By investing the time and strategic focus into a customer success platform, operations resources can create manageable workloads for CSMs, deliver customer support where it’s needed most, and do more on a day-to-day basis with technology as a supporting player. . Toolkit: Customer Success Metrics Toolkit.

SaaS 68

SaaS Metrics CRM Sales 68

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

TeamSupport

FEBRUARY 18, 2022

As your B2B business applies the sections and strategies of the Customer Pipeline to your customer support practices, you then are moving along the pipeline. The TeamSupport-created Customer Pipeline concept is essentially divided into three major spheres: Know, Support, and Grow. their goals with you ).

B2B 98

B2B Upselling Customer Support Sales 98

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

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But your service center can’t afford to tip the scales in the other direction.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Babelforce

FEBRUARY 16, 2021

The Customer Lifetime Value of a client is the amount of profit they generate for your businesses in their entire time as a client. CLV combines information on acquisition costs, retention rates and customer spend. Unlike metrics like CSat or NPS , CLV relates directly to profitability (so it tends to be important to more people!).

Upselling 52

Upselling Customer retention Customer effort Metrics 52

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. But does it have to? Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Call Design

SEPTEMBER 21, 2021

High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Metrics include: • First call resolution. Customer satisfaction rate.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

Playvox

JANUARY 11, 2024

This meant constant, real-time adjustments when demand for customer support surged and/or agents’ availability shifted. Organizations can reduce staff-related costs by up to 20% with minimal impact on service levels and customer experience. But getting to this nirvana is no picnic.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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

ClientSuccess

JUNE 8, 2021

It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different. For that reason, all of these value-based metrics will hold a different meaning from customer to customer. Identifying customer value decay.

Feedback 52

Feedback Metrics Customer Support Accountability 52

TeamSupport

AUGUST 24, 2018

Not providing satisfactory answers because there is constant pressure to close tickets on the first try usually hurts the retention rate and is a poor customer service tactic. Click here to download our eBook on reporting & metrics for B2B customer support!

Customer Service 71

Customer Service Morale Metrics B2B 71

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Customer Experience 114

Customer Experience Morale Journey mapping Customer centricity 114

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.

Customer Service 44

Customer Service Customer retention Metrics Consulting 44

ClientSuccess

DECEMBER 12, 2022

However, there are other measures you can use to evaluate success such as customer satisfaction metrics or quarterly projects – so keep an open mind when deciding which approach fits best with your strategy. With this strategy in mind, we can incentivize sales and customer success teams to work together for mutual objectives.

Management 87

Management Accountability Sales Upselling 87

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

Nicereply

AUGUST 3, 2021

Good customer support requires top-notch training. For example, Peak Support has a centralized training team and uses a “train the trainer” model. Tracking key performance indicators (or KPIs) is important for managing the performance of your customer service team. We’ll talk more about setting targets below.).

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Playvox

NOVEMBER 1, 2022

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time. How To Create A Remote Work Policy.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

ProProfs Blog

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. The techniques are sure to help you exceed customer expectations. Net Promoter Score is used to measure customer loyalty.

Self service 157

Self service Feedback Airlines Metrics 157

Playvox

FEBRUARY 1, 2024

Sentiment is a great metric to use as directional data to make people and process improvements that will help create stronger experiences. Tagging helps you categorize customer feedback and communications for better analysis and more helpful insights. Elicit direct customer feedback. But there are proven methods for success.

Contact Center 93

Contact Center Best practices Surveys Feedback 93