ProProfs Blog

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. The customer- and he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” . Customer support is the gateway to business growth and development.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

Call Experts

APRIL 8, 2024

According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Whether a seasoned professional or starting out in customer support, mastering call-handling techniques is crucial to delivering outstanding service.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

Totango

OCTOBER 20, 2022

Below we’ve compiled a list of 13 of the most important customer success skills to look for in a CS manager. 13 Important Customer Success Manager Skills: Top traits to look for in a customer success manager include: Empathy. Relationship management. Time management. Initiative.

Management 90

Management Upselling Coaching Best practices 90

UJET

AUGUST 5, 2020

Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.

Personalization 133

Personalization Marketing Management Accountability 133

Nicereply

JUNE 21, 2021

Having knowledge stored only in the minds of one person, lost in someone’s email, or buried in a Slack channel is a recipe for failure. Your agents and leaders must constantly share and revise their knowledge so that everyone, including your customers, benefits. Looking at the Overlooked Support Skills. Speaking Up.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

JustCall

APRIL 3, 2023

Customer success is basically about helping your customers achieve their desired outcomes and creating a positive and successful experience with your brand. It’s like extending a personal guide to your customers—one who is there to support them every step of the way.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Call Experts

SEPTEMBER 15, 2023

According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Whether a seasoned professional or starting out in customer support, mastering call-handling techniques is crucial to delivering outstanding service.

Customer Service 59

Customer Service Interactive Voice Response Call Center Scripts 59

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Nicereply

DECEMBER 3, 2019

What are the building blocks upon which the hallowed temple of customer satisfaction is constructed? For our purposes, we’ll break customer service down into the components below. Notice that these things are not personality traits, but skills – things you can develop and learn over time.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

aircall

OCTOBER 13, 2022

According to a recent commissioned Forrester Consulting study, The Total Economic Impact™ of Aircall, a composite Aircall customer recovered $31.7K in operational expenditure over three years— all while saving eight minutes per hour per person in sales and support teams. First, What Is Operations Management? That’s a lot!

Management 118

Management Sales Consulting Consulting 118

CSM Magazine

DECEMBER 18, 2019

Even if they face an endless stream of calls, support requests, and service tickets, most of the tasks are repetitive and not mentally stimulating. Customer support managers deal with a continuous stream of frustrated, angry, or confused customers and often experience verbal abuse when a customer doesn’t like the solution provided.

Customer Service 52

Customer Service Education Customer Support Management 52

Call Experts

SEPTEMBER 22, 2022

Top 5 Customer Service FAQ Questions. If you run a business with a customer support team, you should know the answers to some of the most frequently asked questions. Often, a caller will ask to speak with a manager and supervisor. You can even include pictures and videos in your FAQs, giving the content more personality.

Customer Service 52

Customer Service Education Call Center Construction 52

JustCall

MARCH 9, 2023

It can take many forms, including phone, email, live chat, and in-person support. The goal of customer service is to address the needs and concerns of customers in a timely and effective manner, ensure customer satisfaction and loyalty, and drive company success with consistently positive service.

Customer Service 40

Customer Service Construction Feedback Personalization 40

JivoChat

JULY 6, 2022

According to research , 81% of consumers are more likely to make another purchase if they have a positive customer support experience. This means you should invest in your customer support. That team must be trained and skilled to impress your customers. How to improve your customer support.

Customer Support 75

Customer Support Average Handle Time Feedback voip 75

Nicereply

MAY 26, 2020

If you’ve put together a list of personal development goals lately, it’s probably looked a little like this: • Complete Javascript course on Codecademy. Because soft skills can be more difficult to quantify and certify, they can get neglected in personal development goals and reviews. Soft skills are much more than just being nice.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

Kayako

AUGUST 18, 2016

The managerial role this person will have and who they will oversee. Then outline the minimum technical and personality skills an applicant should have to fill this role (which you can screen for with great interview questions ). Here’s an example of how we would write a customer service job description at Kayako.

Customer Service 49

Customer Service Best practices Education Customer Support 49

Nicereply

OCTOBER 9, 2019

Here we have mentioned some steps you can prevent missing deadlines and as well as how to deal with such customers too. Whenever you miss a deadline, or you were not able to handle your time management skills , the first and the foremost thing that matters is that you shouldn’t run away from the customer.

Time management 83

Time management Management Personalization Customer Service 83

Call Center Weekly

OCTOBER 13, 2017

Perceptions about the contact center Ask the average person, and they are likely to have a negative opinion of the contact center. While some of this may be well deserved, most are based on a few bad experiences, or a stereotype from times past. Times have changed! If they aren't, as Sarah says, I have to "teach them!"

Contact Center 100

Contact Center Education Call Center Government 100

Nicereply

JULY 30, 2019

Though it may seem that a workhorse who can churn out a great deal of work in a short period of time is the only type of employee that you might want, finding a balance can be an incredibly important way to make sure that all of your customers have a uniformly good experience. Managing Swoopers. Managing Peckers.

Customer Service 81

Customer Service Management Personalization Time management 81

Balto

SEPTEMBER 23, 2022

Managers Often Focus on New Hires. Because of high attrition levels, customer support teams often focus most of their efforts on hiring, training, and ramping up new agents to get them on the phones quickly. With Balto, you can let agents set up the platform and put their personal stamp on it.

Scripts 52

Scripts Gamification Benchmark Surveys 52

NobelBiz

DECEMBER 14, 2021

It refers to the actions that must be completed by a customer service person after contact has concluded, as well as the time it takes for a representative to perform their post-call activities. Assist with new recruit orientation Spend less time on customer calls. The reason for the phone call (eg.

Contact Center 52

Contact Center call center software Call Center CRM 52

SmartKarrot

MAY 9, 2023

Role: Customer Success Manager Location: Durham, NC, United States (Remote) Organization: Upswing As a Customer Success Manager, you’ll manage a $1 million or less yearly book of business that is typically made up of 20 to 30 partner institutions. Outstanding organisational and time management abilities.

Upselling 19

Upselling Engineering Education Accountability 19

Help Scout

JANUARY 20, 2019

You might have read about Support-Driven Growth (SDG) and wondered to yourself, “How do I get in on that action?!” I was once that person, too. I started at Help Scout on our Customers team, and recently I moved into a Support-Driven Growth role. Becoming a Support-Driven Growth specialist. Queue guilt.

Coaching 40

Coaching Scripts Personalization Consulting 40

Nicereply

JANUARY 28, 2020

Identify and escalate customer inquiries and issues to Tier 2 Support or other teams as needed. As you’d guess, this section lays out the skills (technical or otherwise) that the role requires: Excellent time-management skills. Another approach is to focus on how the role could develop over time. Required Skills.

Customer Service 103

Customer Service Surveys Personalization Management 103

LiveChat

OCTOBER 19, 2016

Good customer service skills: Prioritization. The time you’ve spent improving your time management skills will pay huge dividends during the Holiday Shopping Season. Clawing those extra couple minutes of time will allow you not only to have the occasional break but also to get more cases covered.

Customer Service 64

Customer Service Sales Management Time management 64

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

ChurnZero

NOVEMBER 9, 2018

Industry terminology can be useful, but it can also prove wildly disruptive when it comes to actually agreeing on strategies for getting things done — it isn’t enough for the development team at a SaaS company to know what the goal is if the person who approves the budget is completely baffled. Upcoming Webinar.

Customer Service 45

Customer Service SaaS Customer retention Morale 45

Dialer 360

MARCH 9, 2020

Smartly time management. Customer handling skills. You can also reduce your call wrap up time by call distribution to the person who can perfectly handle that query. You can divide calls in your team if possible according to the customer type. 11 Review Call Wrap Up time. . #11 System handing.

Call Center 30

Call Center Average Handle Time Interactive Voice Response CRM 30

NobelBiz

MARCH 5, 2024

At Nobel biz we know each contact center has specific needs, depending on its purpose, from sales and fundraising to customer support, appointments, debt collection, and so on. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. The auto-attendant frees companies from needing to have a live person ready and waiting to answer every phone call. The demands on small and mid-size business (SMB) teams are different from those at larger organizations.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

NobelBiz

FEBRUARY 21, 2023

It helps agents provide seamless customer support, and enables managers to closely monitor every interaction. Agent feedback also improves customer experience. As managers can gain insights into customer needs and preferences, enabling them to tailor their operations to better meet these needs.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Serenova

AUGUST 25, 2020

By merging your routing engine, your operations team can take control of task distribution logic and instill a set of processes that are less time-consuming. This ultimately means better experiences for your customers. Supports schedule compliance. Trends in Workforce Management.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

aircall

DECEMBER 28, 2020

Managers of distributed teams have many important responsibilities to ensure that each team member is productive and performing well, and that they have the right tools to do their jobs responsibly. Team members are individual in their skills and personalities. In general, employees want to do a good job for you.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

LiveChat

JULY 4, 2016

Customer service skills for agents. Instead of just understanding the position of the customer, customer service agents need to take the customers’ side and help in any way they can. Just make sure the setting is appropriate and you don’t end up angering the customer even more. Time management skills.

Customer Service 47

Customer Service Personalization Coaching Education 47

Callminer

JANUARY 18, 2021

Call center workers routinely say the hardest part of their job is that they know how to help the customer, but do not have the authority to take action, such as waiving a late fee. This forces the customer to get angry enough that he or she asks to speak to a person who has authority.” Keep the customer journey in mind.

Best practices 226

Best practices Call Center Contact Center Scripts 226

aircall

OCTOBER 11, 2022

All while reducing the kind of cognitive stress and anxiety that can lead to personal outcomes worse than poor performance, such as burnout. That, combined with consistent time management, focus strategies, collaborative alignment, goals, and expectations-setting, plus clear ways of measuring efficiency. Now get started.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Kayako

APRIL 12, 2022

Customer support is vital to Namecheap, especially because they serve many repeat customers. Scaling personalization in support is imperative to avoid customer churn. Problem: No optimized workflow for the high volume of requests led to customer complaints. Increased customer satisfaction.

Customer Service 114

Customer Service Self service Education Technical Support 114