ProProfs Blog

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Definitely not. Selecting the right technology to support the designed experience enables a live that chat delights customers with a quick and easy path to resolution.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Call Experts

MAY 20, 2022

If you’re a small business, you can’t miss opportunities, and you definitely can’t afford to provide mediocre customer service. To ensure your customer satisfaction score remains high, consider implementing Auto-Transfer or an IVR system. They can also provide technical support to companies and organizations.

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

Pointillist

JANUARY 25, 2019

This definitive list will help you ensure you are not missing out on any essential call center metrics and help make strategic choices about which KPIs to track. Importantly, customers show more willingness to wait on hold for technical support than for a sales transaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

JustCall

APRIL 9, 2024

Definitely, a power-packed combination. Our powerful VoIP software caters to a wide range of voice-over IP needs. Multi-level IVR. Cons Technical support is difficult to reach. Difficulty adding user IDs to communication channels (carrier systems) despite following support instructions.

voip 40

voip Sales Scripts CRM 40

Fonolo

MAY 3, 2023

The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. Typically, customers calling for technical support with a problem are much less likely to hang up than those making a call to a sales line. What is an Abandoned Call?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Babelforce

FEBRUARY 17, 2022

Your software must help agents to work remotely… …and it should support training. In this post, we’re not going to spend too much on things like IVR and call recording. The solution you choose should be flexible enough to support both your current needs and future changes. 9 Must-Have Call Center Software Features.

call center software 52

call center software Call Center APIs Interactive Voice Response 52

aircall

MAY 11, 2018

Not only do we engineer, optimize, sell, and troubleshoot the product, we also use it on a daily basis for our support and sales operations. For this post, I spoke with representatives (tributes) from our customer success, technical support, and sales teams. Patrick — Customer Support. Oh, definitely.

Technical Support 88

Technical Support Analytics APIs Engineering 88

JustCall

MAY 1, 2023

Customization JustCall offers a volley of customization that allows businesses to create a branded experience, such as: Custom greetings Welcome messages can set the tone Allowing businesses to configure and customize the GUI to reflect their corporate branding This feature would definitely leave Nextiva’s customers wanting more.

Interactive Voice Response 52

Interactive Voice Response Enterprise Call Logging CRM 52

aircall

NOVEMBER 18, 2016

A good example of such a feature is Interactive Voice Response, which boosts first call resolution by directing a call to the most competent agent. Generally call centers are used to handle customer service, technical support or sales. This allows your staff’s diverse skill-sets to be useful to your clients.

Call Center 88

Call Center Contact Center virtual call center Telemarketing 88

aircall

NOVEMBER 18, 2016

A good example of such a feature is Interactive Voice Response, which boosts first call resolution by directing a call to the most competent agent. Generally call centers are used to handle customer service, technical support or sales. This allows your staff’s diverse skill-sets to be useful to your clients.

Call Center 72

Call Center Contact Center virtual call center Telemarketing 72

Customer Relationship Metrics

JANUARY 11, 2017

Let’s start with a definition of Customer Experience. I really like the definition from Mike Wittenstein , managing Partner of Story Miners® : “Customer Experience is the sum of everything your brand does FOR customers minus everything your business processes does TO them. And that’s okay – maybe you aren’t ready.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

Fonolo

AUGUST 6, 2013

Changing the definition of an abandoned call. There are many pitfalls when measuring abandonment rate in a call center — one of them is too broad a definition of abandoned calls. Typically, customers calling for technical support with a problem are much less likely to hang up than those making a call to a sales line.

Abandon rate 102

Abandon rate Call Center Abandon Call Wait times 102

JustCall

MARCH 23, 2023

So, when a customer calls your support team, you need a defined system wherein the response time is faster, the average resolution time is shorter, and the backlog is minimum. IVR, or Interactive Voice Response, is a big piece of the puzzle to achieve these goals. What is IVR or Interactive Voice Response?

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52