ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Nicereply

MAY 31, 2023

Discover the 7 customer feedback tools for websites in 2023. Customer feedback tools are essential in today’s competitive digital landscape for improving user experiences and driving business growth. Why Should You Use Customer Feedback Tools? Why Should You Use Customer Feedback Tools?

Feedback 52

Feedback Analytics Surveys Customer Support 52

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

PeopleMetrics

AUGUST 22, 2022

They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. The answer to keeping your customers happy is simple: close the loop. We’ll explore: What is closed loop feedback? What are the benefits of closed loop customer experience?

Feedback 71

Feedback Surveys Metrics Journey mapping 71

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. Self-service: Intelligent chatbots integrated with your knowledge base, help center, or customer support database help deliver accurate, consistent information to your customers.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Benchmark Sales 124

CSM Magazine

JANUARY 30, 2024

Whether you’re seeking information, support, or guidance, these companies respond promptly, ensuring you never feel ignored or left waiting in frustration. Personalized Interactions A second hallmark is their ability to offer personalized interactions that transcend the cookie-cutter approach.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

ProProfs Blog

AUGUST 28, 2019

This has seen new forms of customer support come in. Social media is the latest of these ways and is changing the way customer service is provided. Moreover, it has become an obsession for businesses as well as customers. Customers are now demanding brands to allow for social customer service. Easy Feedback.

Customer Support 74

Customer Support Surveys Feedback Customer advocacy 74

AskNicely

OCTOBER 18, 2018

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. It’s the measure of your customer loyalty and a metric that customer-obsessed companies know will help them grow — if they can make the number go up. Action Your Feedback. Get the 2018 NPS Benchmark Study.

Feedback 60

Feedback Benchmark Metrics Marketing 60

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

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? In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ChurnZero

APRIL 14, 2020

Bottom line, the stronger bond you have with your customers, the better grasp you’ll have on how the world views your business. But first, let’s talk about customer feedback. What is customer feedback? Customer feedback: why should you care? Feedback vs. review. Why feedback is important.

Feedback 81

Feedback Brand ambassadors Advertising Marketing 81

Global Response

FEBRUARY 26, 2024

Accuracy : You provide correct and relevant information to customers every time. Personalization : Representatives tailor services and interactions to meet the individual needs and preferences of each customer. Proactiveness: Your team anticipates and addresses customer needs before they become issues.

Call Center 62

Call Center Customer Service outsourcing CRM 62

GetFeedback

APRIL 3, 2019

Similar to launching GetFeedback, I’m also involved in launching solutions like Salesforce’s Einstein Analytics, chat, and a new phone system that improve the customer experience and provide us the opportunity to refine internal processes. How does feedback play a role at YETI? How is YETI using GetFeedback today?

Feedback 88

Feedback Surveys Analytics Coaching 88

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. First Call Resolution is an important call center metric to determine the effectiveness of your call support staff. .

First call resolution 194

First call resolution Call Center Best practices Customer Support 194

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback.

Feedback 77

Feedback Surveys Analytics Customer Service 77

Select VoiceCom Blog

JUNE 16, 2022

Customer support is a vital aspect of any business. It includes training, installation, troubleshooting, maintenance and disposal work—all of which are essential for a customer’s proper usage of a product or service. About 96% of consumers say that customer support is important to their choice of loyalty to a brand.

Customer Support 52

Customer Support Chatbots Telemarketing outsourcing 52

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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

CSM Magazine

APRIL 18, 2024

Chatbots and Virtual Assistants Customer service departments are increasingly deploying LLM-powered chatbots and virtual assistants. These AI-powered tools can handle a large number of customer interactions simultaneously, providing quick and accurate responses to common queries.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52

NobelBiz

SEPTEMBER 21, 2021

Most customer relationship managers and contact center owners strive for the objective of addressing each client personally, rather than to a customer base as a whole. What are the key levers available today for a more customized customer connection? How to Personalize the customer Interaction?

Contact Center 52

Contact Center Personalization Customer Experience CRM 52

Return Customer

AUGUST 15, 2018

These are the facts that led brands to become more conscious about their customer support practices. That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. The Great Myth: The Customer is Always Right. Employees are empowered by: a.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. You want to create a seamless, personalized experience. And the best way to do that is to start with a customer journey map. What is customer journey mapping? a map) for employees to reference and use.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

aircall

JUNE 2, 2021

For example, if you’re a B2B company and your sales teams learn about specific client pain points and nonnegotiables during the closing phase, they can pass these notes along to customer service agents. This way, any representative who deals with them can quickly access this information and personalize the conversation accordingly. .

Personalization 62

Personalization Customer Service B2B Self service 62

Kayako

NOVEMBER 1, 2017

Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be. Unhelpful, disinterested, and inattentive were signature to this cable company’s personal touch. What’s the live chat etiquette you show your customers? Live chat support etiquette to follow. It wasn’t.

Personalization 85

Personalization Scripts Chatbots Feedback 85

CSM Magazine

MARCH 13, 2024

Instant Feedback Collection Rather than relying on customers to visit a website and fill out a survey, businesses can use QR codes to solicit immediate feedback on products or services. QR codes allow customers to pay for their purchases without physical contact, making checkouts faster and safer. Let’s take a look.

Customer Service 52

Customer Service Automotive Feedback Wait times 52

ShepHyken

JANUARY 15, 2023

That means you take care of the customer’s problem – sometimes even before the customer even knows about it. Another angle is to be proactive about finding the problem, which means you’re reaching out to a customer for feedback and commentary before they make the complaint.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. To help you get started, we’ve prepared a small customer support glossary below.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Totango

FEBRUARY 11, 2022

Then, we’ll walk you through three steps for creating a solid customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. What is B2B Customer Experience? Why Take B2B Customer Experience Seriously?

B2B 107

B2B Customer Experience B2C SaaS 107

Nicereply

NOVEMBER 3, 2022

Today, they owe a great deal of their success to putting their customers first. Though there’s certainly more to customer centricity than just delivering exceptional customer support, it’s definitely a significant contributor to it. 5 Ways to ensure your support team is truly customer-centric.

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. A big contributor to this burnout and the resulting avoidance is customer behavior. Ticket volumes and customer feedback are way up in the last few years. Lack of social support at work.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

APRIL 25, 2023

Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Customer Support 257

Customer Support Sales Marketing B2B 257

aircall

NOVEMBER 3, 2016

In the face of growing customer expectations, businesses face the imperative of adopting an omnichannel customer support strategy. One pitfall is to sacrifice the efficiency of established support channels in order to spearhead new ones. This often results in an overall decline in a company’s quality of support.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

ProProfs Blog

JANUARY 25, 2019

With such a chat software, you can notice a remarkable improvement in customer satisfaction rates since give you the opportunity to reach new customers efficiently. What’s more, your customers will receive personalized service with solutions coming faster their way. Understand Customer Pain Points.

CRM 118

CRM Customer Service Surveys Customer Support 118

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Customer Service 278

Customer Service Surveys Customer Experience Feedback 278

ProProfs Blog

APRIL 24, 2020

This effort not only helps you understand how to handle difficult customers but also allows you to create delightful customer journeys. The Essence of Impeccable Customer Support: Top 15 Customer Service Psychology Tips. Recognize & Clearly Define Your Customers’ Needs.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123