Inbenta

JUNE 30, 2022

Improve NPS score, customer satisfaction and retention. A Gartner survey found that proactive customer support provided a point increase in customer satisfaction metrics. These included Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT). Build customer loyalty. Create brand ambassadors.

Customer Support 52

Customer Support Chatbots Brand ambassadors Engineering 52

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. Gathering live chat survey data .

Surveys 74

Surveys Feedback Accountability Engineering 74

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? All surveys were anonymous, so we can be confident that these answers were honest. All quotes are real survey responses. In fact, customer support training never truly ends.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

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

Nicereply

MARCH 31, 2020

Most countries are at least a week into their Covid-19 preparations, and customer support teams are settling in to their new normal. With that in mind, we want to share stories of how other customer support teams are feeling. What will happen over the next few weeks and months? We’ve been training for this.

Customer Support 77

Customer Support Engineering Surveys Customer Service 77

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. Goal: Help product team prioritize customer issues. 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

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

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

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Nicereply

APRIL 23, 2019

Where do customers currently go to connect with my team most often and with the best results? Which support channels provide the customer experience we’re aiming to provide? Consider it from your customers’ perspective. Consider Your Support Team. Once you’ve considered your customers, next think about your team.

Customer Support 81

Customer Support Accountability Engineering Customer Experience 81

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. Over half acknowledged that offering support in a customer’s native language was a competitive differentiator.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff.

Customer Service 168

Customer Service Customer retention Engineering Self service 168

Totango

AUGUST 23, 2022

Guiding customers through onboarding. Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions.

B2B 115

B2B Journey mapping SaaS Engineering 115

Sykes

JULY 28, 2020

In SYKES’ new survey, we highlight why customers love their connected devices — and what makes them tick when they need device support. So they seek out self-service content, video tutorials, social media and the stalwart of customer support — calling in for help. Here are four ways to improve IoT customer support.

Self service 59

Self service Surveys Customer Support Chatbots 59

Customer Service Life

MAY 11, 2022

Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. For email support, AnswerBot sends helpful article suggestions in the new ticket autoresponse via email, allowing customers to self-solve their issues without the assistance of a human.

Self service 100

Self service Chatbots Metrics Surveys 100

Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all.

Journey mapping 83

Journey mapping Surveys Feedback Analytics 83

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Here’s an example: the world’s favorite marketplace – Amazon – has perfected this customer support “workflow.”.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

ShepHyken

JULY 11, 2016

Well worth your attention, especially if you have any type of customer loyalty program. 6 Quick Tips To Improve Every Customer Support Email You Send by Jack Plantin. Here are 6 tips that can help you write a perfect customer support email every time. Leaders are responding to the last round of surveys.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

Sykes

JULY 28, 2020

In SYKES’ new survey, we highlight why customers love their connected devices — and what makes them tick when they need device support. So they seek out self-service content, video tutorials, social media and the stalwart of customer support — calling in for help. Here are four ways to improve IoT customer support.

Self service 52

Self service Surveys Customer Support Chatbots 52

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Nicereply

SEPTEMBER 28, 2021

The quicker you can implement it, the faster your agents can be up and running, giving your customers the support they request. Will this tool be ready out of the box, or will you need engineering time to get it up and running? Start by asking yourself what are your company’s core needs when it comes to customer support.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Nicereply

AUGUST 11, 2020

If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. Luckily for you, the needs of customers continuously evolve and, with them, the types of roles available to people like us who love to help them. Implementation Engineer. Why it’s valuable.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

CSM Magazine

JANUARY 24, 2023

In fact, product-led growth (PLG) companies adopt a customer-centric approach to product management and engineering – wherein active customer feedback is the primary input to the roadmap. She has built predictive customer support and machine learning solutions.

Management 52

Management Engineering Feedback Customer centricity 52

Solvvy

AUGUST 31, 2022

How Can I Measure Customer Satisfaction Score? Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. You’ll find that measuring and tracking customer satisfaction scores leads to increased repeat business and brand loyalty.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

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

Hello Customer

AUGUST 4, 2022

If you’re not actively trying to understand and fix whatever it is that is making your customers dissatisfied, they will stop doing business with you and will either complain to their friends, family, or on social media. With CSAT surveys, you can measure client satisfaction throughout the customer journey. When to measure CSAT?

Metrics 52

Metrics Surveys Customer effort Feedback 52

Micah Solomon

OCTOBER 9, 2018

Even the most enthusiastic and well-meaning employees can sometimes turn off customers simply by using the wrong language. The solution to this is to undertake what I call “language engineering”: thinking about the specific phrases that employees should avoid using, and about the better alternatives that you prefer. Is it inviting?

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

Nicereply

FEBRUARY 29, 2024

Here are 11 tactics to enhance how you interact with your customers and eventually create an impressive customer experience workflow that will transcend into business. 11 Proven Tactics to Improve Customer Experience for Your Brand 1. This is because your customers interact with every part of your business.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. This type of fraud typically involves various techniques like social engineering, phishing, and account takeover schemes.

Contact Center 52

Contact Center Engineering Education Banking 52

Nicereply

APRIL 27, 2022

The challenge with generating reviews , however, is interrupting customers for a review, nudging them to put in the effort and write one, and getting feedback that is positive. All of these challenges are solved through a well-defined CXM strategy that includes feedback surveys and polls. 1 Survey & form builders.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

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. By this, I don’t mean things like ticket deflection. Matt: A couple of things really.

Engineering 52

Engineering Feedback Accountability Customer centricity 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

Playvox

SEPTEMBER 14, 2022

Sentiment analysis helps you uncover your customers’ core concerns and problems so you can build out a more robust persona that results in more empathy during support interactions. times more likely to be focused on the customer journey than on the path to purchase, the Gartner survey revealed.

Feedback 79

Feedback Surveys Contact Center Engineering 79

TechSee

MAY 4, 2021

The Concept of GigCX: Freelance customer service agents. The use of gig workers in customer service – known as GigCX – is becoming increasingly common. GigCX works by sourcing freelance customer support agents to perform on a per-task basis. Another survey corroborated these findings, with just under half (45%) of U.S.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Totango

APRIL 30, 2021

Paid advertising for PPC, search engine marketing, social media and web retargeting. Price comparison engines. Customer support for sales transactions. When you add up all the factors which go into acquisition, the cost of customer acquisition quickly becomes expensive. Web design and maintenance. Email marketing.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Nicereply

FEBRUARY 2, 2024

Customer Service Customer service is a reactive business function where businesses handle customer complaints and help customers solve their issues. Excellent customer service is crucial to the success of an organization. Everyone, from sales to engineering, must integrate customer success into everything they do.

Education 59

Education Accountability Customer retention Journey mapping 59