CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both. How do I use relationship surveys?

Surveys 75

Surveys B2C B2B Airlines 75

Playvox

OCTOBER 12, 2022

Give space to succeed, and your remote contact center—and customers—will benefit. Creative team building and sharing are also important, according to the customer service agents surveyed. Managers in the Playvox survey cited this as an important benefit of remote work. Remember that better communication is two-way.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

SEPTEMBER 6, 2022

In fact, it predicts that by 2024, 30% of organizations will have moved their customer support centers’ operations off-premises. To drive customer support agent satisfaction and improve customer experience, managers must focus on optimizing remote contact center agent engagement now. Communicate. Kimberly C.,

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

GetFeedback

DECEMBER 26, 2018

Survey customers. Customer surveys are one of the best tools you can use to measure brand perception. There are a variety of survey types that capture feedback at critical moments of the customer journey. A product survey measures product satisfaction and stickiness.

Surveys 104

Surveys Feedback Customer Care Customer Experience 104

Playvox

FEBRUARY 1, 2024

If you’re not analyzing customer sentiment, you’re only getting part of the story. The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Support is okay.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

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

Nicereply

SEPTEMBER 28, 2021

Start by asking yourself what are your company’s core needs when it comes to customer support. For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

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

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. eBook: Ultimate Guide to Customer Success Metrics.

SaaS 52

SaaS Metrics Surveys Feedback 52

Playvox

NOVEMBER 1, 2022

Remote work is a benefit that’s highly important to customer service agents. Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Nicereply

MAY 4, 2022

You’ll want to create a centralized knowledge base for your products and brand that customers can access through your website or mobile app. The more detailed it is, the better your customers will be able to help themselves. Reduce redundancies and customer friction. Improve your response time. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

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

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

Nicereply

JANUARY 18, 2023

No wonder a huge number of businesses have already added help desk tools to their customer support tech stack, and even more are planning to do so in the future. Here’s an overview of some of the most popular help desk software solutions to help you find the right fit for your customer support needs.

Self service 52

Self service Analytics Enterprise APIs 52

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

outsourcing 119

outsourcing Customer retention Advertising Customer Care 119

NobelBiz

SEPTEMBER 15, 2021

Power looked at 124 customer service organizations spanning 13 industries in North America. The survey was conducted between May and June 2020. They also surveyed the organizations on call volumes, average handle times, customer satisfaction, and companies’ plans to implement permanent work-from-home procedures in the near future.

Call Center 52

Call Center Average Handle Time Contact Center Self service 52

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. 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. After all, happier agents deliver better customer experiences.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Comm100

MARCH 23, 2020

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. When you’re experiencing a surge in chat volume, you don’t want to be making your most valued customers wait. Deflecting .

Chatbots 56

Chatbots Surveys Best practices Customer Support 56

Solvvy

JULY 8, 2022

Business leaders responding to a SuperOffice survey revealed that their top business priority through 2025 is enhancing customer experience. They also report that they plan to place more importance on the customer experience than even product development or pricing to stay ahead of the competition.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Comm100

MARCH 23, 2020

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. When you’re experiencing a surge in chat volume, you don’t want to be making your most valued customers wait. Deflecting.

Chatbots 53

Chatbots Surveys Best practices Customer Support 53

TeamSupport

FEBRUARY 15, 2019

A recent survey from Clutch found that nearly 8 of 10 people consider an “efficient resolution to their issue” to be one of the three most important traits they value when calling a business. Despite the rise of chatbots and text support, telephone customer support is still critical. Which issues come up most frequently?

B2B 49

B2B Banking Surveys Wait times 49

ProProfs Blog

FEBRUARY 5, 2021

For example, while scrolling a web page customers come across an engaging pop-up or chat survey. They fill in your immediate feedback or sometimes even share their queries via these surveys. . 1 complaint = 26 customers lost! These 26 customers go to your competitor at the blink of an eye. Pop-up surveys.

Feedback 78

Feedback Surveys Advertising Customer Support 78

ProProfs Blog

SEPTEMBER 28, 2021

Look at brand mentions, respond to customer comments, or send them direct messages to know how they really feel about your products, services, or your brand as a whole. . You can even create surveys and share them on social media platforms like Facebook, Instagram, or Twitter. Set Up an Online Customer Community.

Feedback 78

Feedback Surveys Analytics Sales 78

CustomerGauge

JANUARY 15, 2016

The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys. 1 – How to Begin a Net Promoter Survey. 3 – How long should a Net Promoter survey be?

Surveys 113

Surveys Construction Feedback Wait times 113

Netomi

SEPTEMBER 20, 2021

SurveySparrow is a software platform for conversational surveys and forms. The platform bundles customer satisfaction surveys (i.e., Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) or Customer Effort Score (CES) and Employee Experience surveys (i.e., Customized conversational surveys.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. Discover the full list of top customer service complaints and how to resolve them here.

Customer Service 52

Customer Service Surveys Customer Support Accountability 52

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. Discover the full list of top customer service complaints and how to resolve them here. .

Customer Service 52

Customer Service Surveys Customer Support Accountability 52

ChurnZero

DECEMBER 7, 2018

96% of customers who’ve been through a high effort experience report being disloyal (as opposed to only 5% of customers in low effort experiences). A high-effort experience is that feeling of banging your head against a wall when talking to a customer support rep. But isn’t CES a customer support metric?

Best practices 53

Best practices Surveys Customer effort Feedback 53

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. In a survey, 71% of consumers identified that quick solutions are one of the deciding factors for them to see if their experience was good or not.

Self service 157

Self service Feedback Airlines Metrics 157

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

OCTOBER 27, 2021

The key when implementing an Artificial Intelligence (AI) platform is to ensure it analyzes the complete customer journey – from the first point of contact to the end. Download our Artificial Intelligence eBook Listen. Therefore, organizations must act with clear objectives and commitment. AI Insights Lays Out How. Understand.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Adding remote work or a hybrid setup to the mix can make things even tougher. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? Go all in on great customer service, and, instead of fending off angry tweets, you’ll win the Internet with rave reviews and customer support stories going viral for all the right reasons.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Comm100

OCTOBER 8, 2020

Comm100 offers a feature-rich free live chat tool on its Business edition to enable teams to deliver helpful and efficient customer support. Post-chat surveys and agent wrap-up are also included, alongside comprehensive reporting. Free eBook. Integration with their ticketing software is possible but is not free.

CRM 40

CRM Surveys Customer Support Chatbots 40

JivoChat

JULY 26, 2023

It can be, for example, subscribing to a newsletter, download an ebook, answer a survey, or buy a product or service. They explain why the ebook is worth reading, offer benefits to the reader, and compel them to fill out the form and download the ebook. That’s the case with the Taboola landing page.

Engineering 75

Engineering Analytics Advertising Marketing 75

Netomi

SEPTEMBER 10, 2022

AI customer service is transforming how companies support the people who support them – working alongside human agents to provide quick, convenient, and personal support. Key Statistics Covering How Customer Service Is The New Marketing. Proactive Customer Support Statistics. Bain and Company].

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

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. And 46% of customers will buy more when given a personalized experience.

Call Center 52

Call Center Schedule adherence call center workforce Management 52