Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

Babelforce

FEBRUARY 4, 2021

She nods again and asks: ‘ Did you call their customer support line?’. And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. It’s far from limited to younger customers though, and it’s not only consumers driving demand. And happy customers stay put! #2

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

Solvvy

JUNE 30, 2021

So how can you get a sense of the customer experience you’re delivering? It starts by analyzing your metrics – especially those tied to your customer support efforts. . Here’s why: Accessibility and Responsiveness Improve the Customer Support Experience.

Chatbots 62

Chatbots Metrics Customer Support Agent burnout 62

TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. It certainly wasn’t as accessible or intuitive as it is today.

Customer Support 59

Customer Support Technology CRM Chatbots 59

ShepHyken

NOVEMBER 6, 2023

When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. My Comment: Self-service is great until it doesn’t work. This article tackles the topic of how to get and keep loyal customers despite the economy.

Customer Service 171

Customer Service Self service Surveys Contact Center 171

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 269

Customer Support Customer effort Self service Metrics 269

Solvvy

SEPTEMBER 7, 2022

Leaders, when you look at your own team’s stance on support, is the speed of delivering customer solutions a metric you’ve been prioritizing and measuring? Solvvy’s AI-powered support produces happiness. The online ticketing company SeatGeek boosted their self-service rate to 60% with Solvvy.

Customer Support 106

Customer Support Self service Engineering Analytics 106

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

SharpenCX

JUNE 28, 2023

In addition to making purchase decisions based on price, quality, and brand experience, consumers also seek out companies with fast, convenient, and helpful customer support. This means true customer service success is far deeper than just tracking calls received. What Call Center Metrics Should You Measure?

Call Center 67

Call Center Metrics call center software Contact Center 67

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? According to a report by Microsoft 95% of consumers consider customer service crucial for brand loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Customer Support 52

Customer Support Customer centricity First call resolution outsourcing 52

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 163

Customer Experience Scripts Self service outsourcing 163

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support.

Self service 65

Self service Upselling SaaS Customer Support 65

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 171

Customer Support Customer effort Self service Metrics 171

Quiq

AUGUST 4, 2022

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a variety of metrics to measure their team’s performance, but which data should you track? Data can help drive success, but collecting the wrong metrics (and too many) can cause overwhelm and unnecessary stress on your team.

Metrics 70

Metrics Chatbots Best practices Contact Center 70

Fonolo

MAY 30, 2018

Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? Self-Service vs. Human-Assisted. Is it different this time? Chasing the Horizon?

Self service 74

Self service Chatbots Call Center Contact Center 74

ShepHyken

FEBRUARY 1, 2022

Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. Customer support teams are under pressure.

Average Handle Time 177

Average Handle Time Chatbots Self service Customer Support 177

Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Self service 48

Self service Engineering First call resolution Contact Center 48

OctopusTech

FEBRUARY 7, 2020

As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year. Intelligent Self-service AI tools.

outsourcing 71

outsourcing Customer Support Engineering Self service 71

ChurnZero

AUGUST 20, 2021

Naturally, people who work in Customer Success and Customer Support have a “helper” mentality. But while both functions share a common goal of ensuring customer satisfaction, they are fundamentally different roles that require different skillsets. Make Contacting Your Support Team Insanely Easy.

Customer Support 98

Customer Support Education Metrics Accountability 98

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). Self-service. Visual Support. And we’ve got a bonus at the end!

B2B 59

B2B Customer Support Self service Morale 59

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. It’s about enhancing the customer experience, providing predictive and personalized service, and unlocking new insights from customer data.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Mindtouch

APRIL 16, 2018

Especially if I’m using my smartphone for self-service. Let’s apply this to a mobile self-service experience, where your website visitors are likely visiting you out of necessity, not convenience. They need support, information, answers. Good mobile page speed begets … customer loyalty? Speed Update?

Self service 48

Self service Metrics Customer Support Technology 48

Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? Deflection Rate.

Metrics 59

Metrics Average Handle Time Chatbots Airlines 59

TeamSupport

SEPTEMBER 1, 2020

We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. In Part 2 we explored how to use reporting to determine how happy your customers are and what to do if they’re not. Could there be a bug?

B2B 59

B2B Customer Support Metrics Self service 59

GetFeedback

AUGUST 16, 2018

Plus, it’s directly tied to revenue as it affects customer happiness and churn rates. But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics.

Metrics 79

Metrics Customer Service Surveys Self service 79

Mindtouch

JULY 19, 2016

To survive the 21st century, Customer Support departments need to start looking a lot more like marketing departments. Before you break out the pitchforks and torches, let us explain why reactive support is no longer good enough, and why support needs to adopt a marketing mentality. Smarketing? I’m open to ideas.

Customer Support 90

Customer Support Marketing Self service Engineering 90

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Hodusoft

DECEMBER 28, 2022

Need, Metrics, and Best Practices. Businesses need a strong communication strategy to deliver seamless customer experiences. The objective of call center management isn't bounded to just customer satisfaction. 5 metrics to evaluate the success of call center management. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics call center software 52

Mindtouch

FEBRUARY 27, 2018

The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. Do you have one at all?

Self service 48

Self service Customer effort Analytics Metrics 48

JustCall

MARCH 10, 2023

What is a Customer Support Workflow? Customer support workflow is essentially a sequence of steps or processes that a company follows to effectively and efficiently resolve customer inquiries, complaints, or issues. What metrics should we be tracking to measure the success of our customer support operations?

Customer Support 40

Customer Support Feedback Upselling Accountability 40

bold360 Blog

JANUARY 7, 2020

In the digital world, customer self-service works in much the same way. When a customer has a simple, straightforward issue, self-service gives them the option and the power to find immediate answers on their own without assistance from a customer service rep. Customer self-service trends.

Self service 40

Self service Chatbots Morale Contact Center 40

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. Provide Self-Service Options. Contact center technology and self-service options are great to have.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Fonolo

MAY 30, 2023

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. They can manage their own schedules, request time off, and swap shifts, too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

aircall

JANUARY 22, 2021

Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. Using Empathy in Customer Support.

Customer Support 62

Customer Support Call Center Wait times Best practices 62