Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

ShepHyken

JANUARY 1, 2021

Especially at times when personalized customer experience-focused companies win. That’s why improving communication in automated support emails is a big opportunity. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. Shorten the Copy.

Customer Service 376

Customer Service Customer Support Education Personalization 376

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

JivoChat

JUNE 19, 2022

This type of video is informative and educational and can help you enhance the communication with your audience. If well-developed, you can use an explainer video to transform what would be considered a boring topic into eye-catching content that grabs the customers’ attention. . How Explainer Videos Help with Customer Support.

Customer Support 75

Customer Support Scripts Education Surveys 75

Kayako

NOVEMBER 1, 2016

Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. You must be able to satisfy the wants and needs of your customers.

Customer Support 55

Customer Support Personalization Education Accountability 55

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Solvvy

SEPTEMBER 10, 2020

Consumer fin-tech companies have capitalized on this renewed focus on personal finance and many have seen a spike in activity during this period. The utilization of customer support chatbots for fin-tech companies allows for scaling the business rapidly while keeping costs in check and providing top-notch support to users.

Chatbots 62

Chatbots Customer Support Education Self service 62

Comm100

OCTOBER 28, 2021

As higher education institutions look for new ways to engage their students, many are turning away from traditional phone support to invest in accessible and mobile-friendly technologies like live chat. In this blog, we’ll be looking at just a handful of use cases that higher education chatbots can handle. . 24/7 service .

Education 52

Education Chatbots Technical Support Surveys 52

Nicereply

APRIL 11, 2022

One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. Many support problems aren’t easily fixed.

Customer Support 97

Customer Support Engineering Time management Self service 97

TeamSupport

APRIL 27, 2021

Personalize Your Marketing. First and foremost, AI lets you personalize your B2B marketing. Even if you are personalizing it already, Artificial Intelligence will let you do this even more which means you will achieve an outstanding level of customization this way. Use Chatbots for Customer Support.

B2B 64

B2B Customer Support Marketing Chatbots 64

ChurnZero

AUGUST 20, 2021

Make Contacting Your Support Team Insanely Easy. Educate Your Customers to Get Their Buy-In. Gain Customer Trust by Being Upfront. Why Customer Success and Support Will Never Have a Clean Break. Naturally, people who work in Customer Success and Customer Support have a “helper” mentality.

Customer Support 52

Customer Support Education Metrics Accountability 52

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service. Foster togetherness.

Customer Support 52

Customer Support Morale Chatbots Wait times 52

CCNG

AUGUST 9, 2023

For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. This can lead to more engaging and satisfying customer interactions, ultimately improving the overall customer experience. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Make an effort to connect remote teams in person.

Customer Support 85

Customer Support Education Feedback Construction 85

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

CSM Magazine

SEPTEMBER 16, 2022

When calls start to drag on, many agents play things safe and order an in-person tech dispatch. Let’s say an agent can’t resolve a customer’s microwave issue on the first call. They send out a tech for in-person servicing – about an hour commute round-trip. In many cases, the customer’s problem just isn’t coming through.

Customer Support 52

Customer Support Telecommunications Engineering Customer Care 52

Mindtouch

MARCH 15, 2018

These days, the definition of customer education is expanding. More specifically, customer preferences are shifting —across the entire customer journey—toward self-service. What Is Customer Education? This demand for information exists throughout the pre-sale, onboarding, support, and renewal phases.

Self service 48

Self service Education Customer effort Sales 48

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Did you miss Part 1 of this series? It was quite a show!

B2B 59

B2B Customer Support Self service Morale 59

Nicereply

MAY 10, 2022

Applying the 80/20 rule with your support team can increase your customer satisfaction , improve your CSAT and NPS scores, and virtually transform your customer support. Here are three 80/20 questions to ask , along with examples of how you can use them to transform your customer support.

Customer Support 59

Customer Support Surveys Self service Accountability 59

Kayako

MARCH 14, 2018

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. How tiny businesses can improve customer support. Far from it!

Customer Support 86

Customer Support Best practices Benchmark Metrics 86

Nicereply

FEBRUARY 25, 2021

If you can train your customer service staff to properly demonstrate reflective listening with your customers, it will naturally lead to a plethora of positive benefits. The business has always been about the customer. However, modern technology has only made personalized customer transactions that much more important.

Customer Support 52

Customer Support Education Customer centricity Personalization 52

Fonolo

SEPTEMBER 19, 2018

In fact, we should regard them with even a smidgen of positivity, as they are unique conversation channels that present pathways towards establishing and maintaining relationships with customers. For those of us invested in improving our customer support offerings, we must acknowledge social media as a remarkable space in which to play.

Airlines 237

Airlines Chatbots Education Contact Center 237

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

ProProfs Blog

JULY 18, 2019

Have you personalized your marketing strategy? I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. So, marketing ideas that were based on personalization made me think: why have I not thought of this before?

Personalization 92

Personalization Marketing Real estate Surveys 92

ShepHyken

FEBRUARY 15, 2022

Even a reasonable person might reach a point where they, without realizing it, would treat customers in a way that they themselves wouldn’t find acceptable. You are asking your customers to take the time to tell you what they think. ” “Customers want personalization, and brands want to deliver it.

Feedback 190

Feedback Education Surveys Personalization 190

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. For an example of this 24/7 support in higher education, we can look to Thompson Rivers University (TRU).

Chatbots 69

Chatbots Education Self service Personalization 69

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

CSM Magazine

MARCH 27, 2020

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. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Nicereply

JANUARY 5, 2021

Take the time to make sure your support team is happy and have the resources they need to do their job. Customer support never stops and it still should be on your priority list for the next year. It’s not just about spending the most money on support but making the most of the resources you have available to you.

Customer Support 59

Customer Support Construction Feedback Surveys 59

ShepHyken

JULY 21, 2017

If he or she lacks any, they might not be the best choice for your customer support team. Before hiring a person, check the following two skills. Both of these elements are important, as grammatically incorrect texts can lead to various misunderstandings, making the communication with the customer harder.

Customer Support 229

Customer Support Chatbots Personalization Education 229

Outsource Consultants

NOVEMBER 17, 2023

Geo-redundancy can enhance customer support, reduce costs, and support business expansion into new markets. When a disaster, unrest, or crisis plays havoc with call center operations, companies can keep essential customer support functions running from unaffected regions.

outsourcing 67

outsourcing Bilingual agents Education Call Center 67

Fonolo

NOVEMBER 23, 2021

According to our most recent trends report , customer service expectations are at an all-time high — that means customer support must catch up through effective call center training. So call center managers and executives have to step up their game with more engagement, support, and incentives to keep their agents happy.

Call Center 148

Call Center Abandon rate Gamification Education 148

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. But, before that, let us look at the definition of customer education.

Education 19

Education Journey mapping SaaS B2B 19

JivoChat

NOVEMBER 20, 2019

Your support team might be missing some key components. In this article, we will explain how user onboarding completes customer support. ## What is User Onboarding? We said that user onboarding completes customer support, **but what is user onboarding**? And last, it educates users.

Customer Support 40

Customer Support Education Feedback Surveys 40

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

Fonolo

MAY 11, 2022

Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. Organizations with exceptional customer support know this; they are constantly looking for opportunities to improve those precious interactions and create pleasant and memorable experiences.

Abandon rate 91

Abandon rate Education Contact Center Call Center 91