Liveops

OCTOBER 19, 2018

Take the survey. Agents who go above and beyond to fix a caller’s problem—maybe it’s finding and ordering the correct item after they received the wrong one, steering a caller toward a better deal/upsell, or even being the one who goes the extra mile to find an answer when it’s not in their wheelhouse—deserve a little kudos.

Customer Support 87

Customer Support Call Center Upselling Feedback 87

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

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

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. Support teams who can read into the customer’s broader issues and needs are an important part of your company’s retention cycle. What’s the alternative?

Customer Support 74

Customer Support Feedback Surveys Finance 74

Totango

NOVEMBER 23, 2021

These issues can be addressed by using a CS platform that collects data from all stages of your customer journey and displays them through user-friendly dashboards and reports. You Can’t Evaluate Customer Health. How can you tell if your customers are satisfied or dissatisfied? A solution to this issue is customer health score.

Upselling 92

Upselling CRM Revenue potential Feedback 92

CSM Magazine

DECEMBER 13, 2023

Not Meeting Customers’ Expectations Meeting customer expectations is crucial for maintaining customer satisfaction and loyalty. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Use improved communication to address issues before customers notice them.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

SEPTEMBER 20, 2022

Using key performance monitoring and automatically triggered workflows to guide customers toward successful results. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 83

B2B SaaS Education Brand ambassadors 83

OctopusTech

JUNE 29, 2023

The trained professionals engage customers in the conversations, overcome their objections, and finally will convert the information into proper sales. Performing market research and customer surveys It plays an essential role in performing market research and customer surveys.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Vcaretec

JUNE 6, 2022

At Vcare, we help clients get more out of their customer care channels, especially during the holidays. Let’s take a look at some of the key customer care channels and provide some tips for maximizing your customer experience during the most critical time of the year. Try to take the customer support issue ‘offline’ quickly.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

TechSee

APRIL 26, 2021

On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A January 2021 survey found that 65% of U.S. Instead of customer support agents attempting to explain with words how customers can fix their issues, they can visually show them step-by-step.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Inbenta

JUNE 12, 2023

NLP solutions are also conversational in that they can process responses and ask clarifying questions, which results in more positive customer interactions, higher customer satisfaction, and the ability to generate faster resolutions. If used correctly, Chatbots can have a significant positive impact on customer experience.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

TechSee

JUNE 23, 2021

Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay. The Game-changing Benefits of Remote Visual Assistance.

Self service 168

Self service Enterprise Upselling Technology 168

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. This is because live chat for eCommerce supports people who are in a hurry.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Totango

AUGUST 23, 2022

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. Making upsell offers. Upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

Fonolo

OCTOBER 4, 2022

Customer service and overall customer experiences will improve. FACT: The proof is in the numbers—a great customer experience leads to more revenue. 86% of people surveyed said they would pay more if that price tag came with exceptional customer service. Customer support. Wait times will decrease.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 271

Customer Experience Customer Service Chatbots Upselling 271

Lumoa

OCTOBER 20, 2022

A Good Customer Experience Builds Customer Advocacy. Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. Providing A Good CX Lowers Customer Support Costs.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. The Increase Customer Adoption SuccessBLOC can be configured to provide relevant prompts based on specific behaviors. Reward Customer Loyalty. Cater Promotions to Client Needs.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

APRIL 11, 2019

Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Global Response

JULY 3, 2023

If you understand your customer needs and preferences, you’ll be able to create experiences that are relevant, unique and personal to the individual or group of customers you’re working with. For one, you can ask your customers directly—through surveys, individual feedback, and so on. How do you get this data, though?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

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

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Global Response

FEBRUARY 28, 2024

With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. This often leads to delayed response times, missed calls, and, ultimately, dissatisfied customers. As your business grows, the need for customer support will also increase.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

OctopusTech

JULY 21, 2023

This knowledge helps them develop targeted marketing strategies, informed decisions, and personalized customer experiences. It helps in generating operational efficiency by maintaining up-to-date customer data and streamlining marketing, sales, and customer support processes.

Best practices 62

Best practices Management Upselling Sales 62

Nicereply

APRIL 22, 2021

When talking about customer satisfaction, we usually think about customer support. CSAT has been a staple customer support metric for decades. But support is not the only place where it makes sense to measure satisfaction. Using Nicereply, you can create a satisfaction survey that fits your needs.

Sales 52

Sales Surveys Upselling Feedback 52

Quiq

FEBRUARY 23, 2022

According to Salesforce’s State of the Connected Customers Report , 59% of consumers expect a company to engage them proactively. There are also a lot of business benefits on the backend to help your customer support agents and ultimately your bottom line. Build customer trust and loyalty.

Chatbots 52

Chatbots Upselling Abandon rate Surveys 52

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. Voice of Customer. Customer service.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

SEPTEMBER 13, 2022

While distinct from customer service, customer success can help optimize customer service by tracking support issues and using the information to develop standard procedures for preventing and responding to common problems. What Are The Benefits Of Having A Customer Success Playbook in SaaS? Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. From a customer care perspective, how do the best retailers really Wow their customers and create loyalty throughout the season?

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Lumoa

MARCH 3, 2023

A new Gartner survey found that insurers’ initiatives in 2023 will shift towards improving customer experience and operational excellence instead of growth. From an insurer’s perspective, what is needed is more customer data, including more behavioral and preferential data, shared Mamonova further.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

OctopusTech

MARCH 28, 2022

A Customer Success Team is a group of trained people that includes Customer Success Managers (CSMs) and operators who provide customer support services such as checking smooth functioning of the onboarding process, delivering detailed information about products to customers, resolving customer issues, and many more.

Feedback 62

Feedback Surveys Upselling outsourcing 62

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

ProProfs Blog

MAY 9, 2019

When consumers don’t enjoy the desired experience, they tend to spread the word via social media, surveys or phone calls. For a business, this translates to the fact that the customer reps can handle more customer difficulties while reducing the struggle to understand their exact needs and pain points.

Enterprise 125

Enterprise Upselling Customer Support Sales 125

Global Response

FEBRUARY 26, 2024

Technology enables businesses to offer omnichannel support , including email, chat, social media, mobile apps, and traditional phone support. Automated systems like chatbots and self-service portals allow businesses to provide 24/7 customer support.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Quiq

NOVEMBER 9, 2021

Enhanced customer support: Conversational commerce platforms give consumers access to a live or virtual assistant at any time, anywhere. Streamlined selling: Chatbots can promote and upsell products based on consumer queries. Obtain Post-Survey Responses. Cross-Sell and Upsell. Share Product Updates.

Chatbots 52

Chatbots Upselling Abandon rate Surveys 52