Kayako

AUGUST 27, 2015

It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s no way that alone can prepare a support rep to perform at their best. Support reps need a systematic way to put theory to practice. So give them what they really want: immediate and actionable feedback.

Customer Support 94

Customer Support Coaching Feedback Engineering 94

Solvvy

JANUARY 27, 2020

At Handshake, we handle over 100,000 support tickets per year with a maximum response time of twenty-four hours—with a lean but dedicated customer support team o. It’s a lot of volume for a small team to handle, and our customer support needs are only growing as Handshake scales. .

Customer Support 87

Customer Support Finance Metrics Engineering 87

Kayako

OCTOBER 16, 2017

Your customer support and customer success teams need shared goals. There is no shortage of metrics customer support teams could be tracking. Neither support nor customer success teams exist in a silo. Customer satisfaction. Product feedback. What’s the alternative?

Customer Support 74

Customer Support Feedback Surveys Finance 74

Nicereply

SEPTEMBER 29, 2020

No support team should ever exist on an island. The experience of your customers is every team’s responsibility. Tie together your support, marketing, and engineering teams to make for a world-class proactive outreach strategy. Collaboration is the key to success. Finally, track it.

Customer Support 64

Customer Support Education Customer retention Engineering 64

Nicereply

FEBRUARY 27, 2019

If the aim is to improve how your customer support is perceived by users, you need to routinely search for examples of excellence and make more service experiences like them. Let’s be honest – customer facing business functions (support, sales, marketing, success) are becoming indistinguishable from each other.

Feedback 71

Feedback Sales Marketing Customer Support 71

JustCall

APRIL 28, 2022

There’s a lot more to customer interactions than just words. And that’s what many sales and customer support teams are doing now. The NLP engine is trained with the defined rules to decode a wide variety of complex dialogues. So, take a step forward to understand your prospects and customers better.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

There’s a lot more to customer interactions than just words. And that’s what many sales and customer support teams are doing now. The NLP engine is trained with the defined rules to decode a wide variety of complex dialogues. So, take a step forward to understand your prospects and customers better.

Analytics 52

Analytics Sales Customer Support Benchmark 52

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

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

Creative Virtual

APRIL 14, 2020

By Laura Ludmany, Knowledgebase Engineer. Naturally, we are all seeking reassurance, guidance, help and support. I have encouraged him to use the virtual agent frequently, without sparing good feedback. Also, this was the first time I could demonstrate my actual work as a Knowledgebase Engineer to my brother!

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Creative Virtual

APRIL 16, 2020

By Laura Ludmany, Knowledgebase Engineer. Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. I love looking after several projects, as I always get fresh ideas and it’s never a dull day.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Lumoa

JUNE 19, 2018

1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be. That’s exactly what was found out in the recent study by Zendesk : a faster response rate correlates with the higher customer satisfaction.

Feedback 64

Feedback Customer centricity SaaS Coaching 64

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Customer Service Life

NOVEMBER 10, 2022

With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. After all, we need our agents to interact with customers, right? Is this a one-off or a system-wide problem?

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

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 Engineering Education Self service 40

Kayako

MAY 25, 2017

I’ll speak with our engineering team about this, and they’ll reach out if they have any other questions. To take this one step further, go over each commonly-used saved reply with your team and get everyone’s feedback on it to make sure it is bullet proof. Right now, we don’t have anything like that in place, so it is just manual.

Customer Support 112

Customer Support Best practices Accountability Engineering 112

COPC

OCTOBER 26, 2023

However, it’s important to note that LLMs lack true comprehension; their responses rely on their training and feedback. Experts interact with the AI, scoring its responses and providing corrective feedback. They respond based on their training and feedback loop, blurring the lines between knowledge and understanding.

Technology 77

Technology Customer Experience APIs Consulting 77

CSM Magazine

JANUARY 24, 2023

In this article, Palak Dalal Bhatia, CEO and Founder of IrisAgent, explains how AI-powered automated tagging can provide a reliable source of customer feedback for Product Managers. Product Managers are primarily responsible for identifying customer needs and the larger business objectives that their product or feature will fulfill.

Management 52

Management Engineering Feedback Customer centricity 52

ProProfs Blog

MAY 21, 2020

Customer Service Engineer. Customer Service Specialist. Remote Customer Service Representative. Customer Service Representative. What Are the Different Customer Support Job Descriptions You Can Post? Customer Support Representative. Remote Customer Support Representative.

Customer Service 166

Customer Service Engineering Customer Support Management 166

CSM Magazine

APRIL 22, 2024

Brett Hewitt, Product Engineering Manager at Zuto emphasised the value of building technology in-house to enable rapid prototyping and iterative improvements based on customer feedback. This involves close collaboration among teams and partners to identify the most effective ways to utilise AI-driven insights and automation.

outsourcing 52

outsourcing Engineering CRM Technology 52

ShepHyken

MARCH 21, 2022

My Comment: Here are five excellent ideas/tips to improve your company’s customer experience. It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. Edelman and Mark Abraham.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

Nicereply

OCTOBER 17, 2023

Q: I would like to start off with defining ‘Intelligent Support Operations’ given how new it is to most audiences. Matt: I see Intelligent Support Operations as cutting down on repetitive manual work and automating where possible. Q: How does Intelligent Support Operations integrate with your existing tech stack?

Engineering 52

Engineering Feedback Accountability Customer centricity 52

Nicereply

DECEMBER 19, 2022

Repeat business requires a quality customer experience, without exception. The most powerful marketing engines can’t beat happy customers recommending their products to friends and family. You don’t need a case study to understand why that is— happy customers want others to experience the joy your product brings them.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

ProProfs Blog

JUNE 5, 2020

Negative user experience: A customer sees that it’s uncomfortable to work with you (your software is buggy, it’s challenging to use your service, etc.). Poor customer experience: A customer connects with all the aspects of your brand — content, managers, social media, customer support — and doesn’t like it.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

Customer Service Life

MAY 16, 2022

This whole experience got me thinking about my work in customer support and customer experience. In my current role, I occasionally interact with customers, learning about some of our internal processes. One particular process requires that I first open the customer’s account. Problem solved.

Feedback 122

Feedback Engineering Customer Experience Accountability 122

CSM Magazine

MARCH 6, 2023

These features can include a recommendation engine, multi-platform capabilities, various pricing options, and so on. Let’s observe: A recommendation engine analyzes a user’s viewing history to provide similar videos to them. They would likely want to contact your customer support team for troubleshooting.

Engineering 52

Engineering Customer retention Personalization Customer Support 52

CSM Magazine

MAY 2, 2023

Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. Companies have their strategies on how to deal with complaints, feedback, etc. to your marketing and customer support teams. The biggest one is timing.

Technology 52

Technology Customer Service Chatbots B2C 52

Fonolo

MAY 23, 2023

Contextual Communication Channels Engage customers through their preferred channels, such as social media, email, chat, or voice, ensuring a seamless and consistent experience. Feedback Loops Continuously gather customer feedback and adapt your strategies as needed to improve and nurture your relationships. It’s worth it!

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

CSM Magazine

JANUARY 22, 2024

To address these challenges, many businesses rely on software as a service (SaaS) platforms that offer customer service solutions, such as chatbots, ticketing systems, live chat, knowledge bases, feedback tools, and more. Company Website: smartaction.ai August, 2023 – Language I/O (LIO), a Cheyenne, Wyo.-based

SaaS 52

SaaS Customer Service Chatbots Virtual Agent 52

Help Scout

OCTOBER 22, 2018

In customer support, investing in better troubleshooting skills pays off in the form of happier customers and more efficient agents. Ineffective troubleshooting often ends up putting the onus of investigation on the customer, asking for more details and tests and information that might not even be relevant to fixing the problem.

Customer Support 40

Customer Support Engineering Accountability Education 40

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Customers who contact support frequently are more likely to be less satisfied. Time-to-resolve. Case priority.

Engineering 52

Engineering SaaS Upselling Metrics 52

Aspect

JULY 18, 2018

When was the last time you were asked to provide feedback as a customer? More importantly, when was the last time you solicited feedback from your custom. More importantly, when was the last time you solicited feedback from your custom. When is the best time to solicit feedback from your customers?

Feedback 87

Feedback Abandon rate Engineering Interactive Voice Response 87

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

Help Scout

SEPTEMBER 2, 2021

Triaging technical tickets and bugs before they are sent to our engineering team. Developing new strategies and building internal processes that help make your support team's work easier. Helping vet and implement new tools to assist the tier 1 team in easier, more-supported troubleshooting. React, Angular, etc.),

Technical Support 103

Technical Support Engineering APIs Education 103

Global Response

MARCH 25, 2024

Gather data from surveys, customer feedback, web analytics, and other sources and compare it to your journey map. Does your map accurately show where customers tend to drop off? What are the most common places customers have positive and negative experiences? This allowed them to provide 24/7 customer support.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Online communities serve as content engines that follow a one-to-many principle. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Engineering 98

Solvvy

JUNE 22, 2022

When powered by these technologies, a chatbot works more like a conversation with another person rather than a search engine. Why Conversational AI is a Good Fit for Customer Service. Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support.

Chatbots 119

Chatbots Banking Self service Finance 119