TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. I’ll be here all week!

B2B 64

B2B Customer Support Upselling Wait times 64

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

TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. Brand Pain Point #2: Missed opportunities to drive revenue via upsells.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. I was in support leadership for a couple years. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

TechSee

SEPTEMBER 21, 2023

Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise. The Auto Modeling application observes your visual customer support sessions and autonomously builds it’s own visual AI models of your hardware and components.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Inbenta

JULY 29, 2021

These situations call for superior airline customer service. Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . Achieving top-notch airline support with chatbots. Upgrades or upselling management.

Airlines 88

Airlines Chatbots Upselling Self service 88

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. But times are a-changing.

Customer Support 40

Customer Support Self service Upselling CRM 40

Totango

SEPTEMBER 20, 2022

Showing customers how to unlock product value by explaining features through demonstration videos, tutorials, and FAQ resources. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives.

B2B 83

B2B SaaS Education Brand ambassadors 83

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. “Do you want to SuperSize that?” ” and “Do you want fries with that?”

Sales 124

Sales Technology Customer Service Chatbots 124

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

Quiq

AUGUST 24, 2021

As a result of these two changes, brands’ ability to succeed online and drive more revenue has become increasingly reliant on their capability to deliver premium customer service experiences. Reroute Off-Hour Care Inquiries to Self-Service Messaging To Drive Conversions. Introducing Counterintuitive Commerce.

Self service 74

Self service Customer Care Upselling Customer Support 74

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

SmartAction

OCTOBER 25, 2023

Competitors who maintained a strong presence in voice communication gladly welcomed these dissatisfied customers into their fold. To add to the complexity, customers were often required to press the star (*) key to return to the main menu or zero to reach a live person, causing further frustration.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

B2B 59

B2B Self service Upselling Customer Support 59

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. And our customers have that same level of preparedness, visibility, and empowerment to help their customers.

B2B 64

B2B Self service B2C Customer Support 64

ShepHyken

JULY 31, 2020

Indeed, it results in higher customer satisfaction, as 78% of customers said they were better served through co-browsing as opposed to 47% for self-service support. A huge organization, Amtrak’s website, was getting almost 375,000 visitors each day, and managing customer interactions was getting difficult.

Customer Experience 271

Customer Experience Customer Service Chatbots Upselling 271

Babelforce

APRIL 6, 2022

KYC in the customer service industry generally means the process of automatically identifying incoming callers , and using this data to power personalized experiences. This could be by delivering personalized self-service options through an IVR. Both options are focused on meeting customers’ needs more effectively.

Self service 52

Self service Interactive Voice Response CRM Call Center 52

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Chase Clemons, Head of Customer Support at 37 Signals. Chase is the Head of Customer Support at Basecamp , leading project management tool.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartAction

DECEMBER 8, 2023

This personal touch led to increased customer loyalty, higher conversions, and improved lifetime value leading to a 40% increase in customer retention rates. In the end, the ROI was more than just a number; it was a reflection of a visionary’s journey to redefine the world of customer service. Reach out today.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

Netomi

APRIL 19, 2022

An example of this is September 2021’s widespread outages of Microsoft’s Xbox Network service, which affected thousands of users across the globe. Thousands of commenters chimed in , and many posted harsh comments related to the gaming company’s customer service. Source: Twitter Source: Twitter.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

CRM 164

CRM Personalization Self service Sales 164

Solvvy

MARCH 22, 2022

A: The process can start with just one employee advocating for a better customer and agent experience by offering self-service at their company. Generally, we see businesses implement chatbots to greatly improve their customer’s experience while making their internal teams more efficient.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

SmartAction

JUNE 9, 2023

They are widely used in customer support, providing 24/7 assistance. Customers appreciate the convenience and efficiency of engaging in natural conversations, enabling them to obtain the information they need quickly and effortlessly. Many customer support interactions involve information-seeking and repetitive queries.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

CSM Magazine

JUNE 30, 2022

Offer multiple channels for customer support. Some customers may prefer to contact you via phone, while others may prefer email or live chat. Make sure you are accessible through the channels that your customers prefer. Make sure you have someone available to answer customer questions during business hours.

Best practices 52

Best practices Customer Service outsourcing Self service 52

JustCall

AUGUST 7, 2023

Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. What Is Conversational AI for Customer Service? Let’s get to it. Image Source 2.

Sales 52

Sales Chatbots Self service Accountability 52

Fonolo

APRIL 6, 2020

Perfect for any remote sales team, the cloud-based service not only allows you to manage it through an app but it allows you to use local numbers from at least 75 countries in the world. You can have an automatic dialer and provide general customer support through call recording and its many other functions.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Method:CRM

AUGUST 25, 2022

Many customers expect to receive customer support at all hours of the day. If they don’t, they may decide to buy from a competitor who offers 24/7 customer service. You can fulfill customer expectations by having a customer support team standby for night shifts or a chatbot to field questions.

CRM 52

CRM Chatbots Self service Customer retention 52

Global Response

JULY 3, 2023

Offer proactive support and assistance. Outbound support adds another layer of engagement to your customer support team. Cross-Selling and Upselling Opportunities Cross-selling and upselling is often considered part of marketing—which it is—but it’s also a key element of building good customer relationships.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Solvvy

JANUARY 7, 2020

Sophisticated companies today are using customers’ personal data to develop personalized, omnichannel customer service interactions that resolve questions and customer support issues quickly at every touchpoint. .

Self service 48

Self service Upselling Customer Support Engineering 48

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software? Customer Support/Service or IT Operations.

CRM 87

CRM Finance Upselling Accountability 87

Global Response

DECEMBER 23, 2022

Whether the customer speaks to a representative or reaches a pre-recorded message, IVR systems help reduce call handle time and improve first contact resolution rates. Knowledge Bases A knowledge base (sometimes called knowledge management software ) is a self-service solution for agents to find service- and product-related information.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

CustomerSuccessBox

FEBRUARY 7, 2022

Whether it is to increase retention or find opportunities for upselling or improve the customer health scores, it keeps you proactively ahead. A customer service management software intends to engage customers and automate FAQ workflows. For example- chats, calls, emails, self-service, messaging, etc.

Management 52

Management Customer advocacy CRM Upselling 52

Totango

AUGUST 18, 2022

Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93