SharpenCX

MARCH 16, 2021

Then train your agents to handle each issue using fallout scripts, role-playing, and in-line coaching inside the queue to identify behaviors that should be repeated and those that need correcting. They also send visitors detailed satisfaction surveys on their latest experience. Then, they make changes based on the feedback.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

Comm100

MAY 19, 2020

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support. Download Now.

Best practices 111

Best practices Analytics Sales Benchmark 111

SharpenCX

JUNE 22, 2021

When PwC surveyed 15,000 consumers, they found that 1 in 3 customers leave a brand they love after just one bad experience. Read Next]: 6 Support Scripts you Should Have in your Internal Knowledge Base to Guide Any Customer Conversation. Well-trained call center agents are essential to your customer loyalty.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Comm100

MARCH 28, 2018

Following procedure: The observer also ranks an agent in how well they follow the script or procedural steps when handling a query. They include: Customer Surveys, Focus Groups and Exploratory Interviews. Before drafting a survey, you have to know what feedback you are looking for. Provide consistent rating scales.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

LiveChat

JANUARY 21, 2016

These integrations allow you to add an email opt-in checkbox to your pre-chat survey. Head to one of the email marketing integration pages, turn the integration on and add the email opt-in option in the pre-chat survey settings to start gathering leads. Capturing live chat leads using Zapier and Google Sheets.

Scripts 39

Scripts APIs Accountability Marketing 39

Solvvy

FEBRUARY 5, 2020

After all, a Dimensional Research survey found that 87% of customers rave about positive customer service to their friends—and even more importantly, 95% spread the word about negative experiences, with more than half telling at least five people. Learn more about building a game-changing customer experience in our free ebook. .

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Solvvy

JANUARY 7, 2020

Start with a Customer Expectations Survey. Be proactive about understanding exactly what high-quality customer support looks like in your industry by soliciting feedback from your customer base, a survey of target users, or even from a focus group of people who are interested in your industry. Here are some tips for getting started.

Average Handle Time 48

Average Handle Time Self service Benchmark Customer Support 48

Comm100

DECEMBER 8, 2020

Chatbots are either simple (scripted) or smart. They are less skilled at handling more complex questions and tasks and are limited by their ability to work on a prior script. You can use chatbots to get feedback from customers through surveys. Free eBook. Smart chatbots are, of course, smarter. Know Before You Bot.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Influitive

JUNE 14, 2016

Curbing the corporate-imagined script of the past several years, The Advocates no longer adhere to your best guess at buying behaviors, common characteristics and typical trends. This free eBook features insights on: The role of the customer marketer: Then vs. now. Download your FREE eBook now. Meet The Advocates.

Marketing 60

Marketing SaaS Consulting Consulting 60

SharpenCX

JUNE 10, 2021

Get creative with your policies and ditch the archaic scripts and expectations of a call center. Use customer feedback (from your customer satisfaction surveys and the behavioral data you collect) to give your employees tactical ways they can improve. Create a strategy for your team that allows every agent to have downtime.

Morale 67

Morale Call Center Contact Center Coaching 67

ChurnZero

MARCH 20, 2020

To prioritize and target outreach, Customer Success Managers monitor customer vitals as they progress through their journey—tracking product usage, key milestones, surveys, and support tickets. No one likes talking to a corporate robot who spouts off rehearsed lines and scripts interactions. Now, my former foe felt like a close friend.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

Comm100

OCTOBER 8, 2016

Interview your most loyal customers, and encourage anyone who reaches out to customer service to take surveys. Free Download] Live Chat Scripts to Make Stellar Agents. Try creating materials like: Seminars/Webinars. Special Reports. White Papers. Newsletters. Give customers one-on-one attention. Loyalty Programs.

Customer retention 60

Customer retention Scripts Education Marketing 60

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Additional Resources: Ebook: Buyer’s Guide to Contact Center Technology. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Comm100

OCTOBER 11, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. A recent ExecsInTheKnow benchmark found that when asked which department in their organization is primarily responsible for social media engagement, the companies surveyed answered as follows: 49% Marketing/PR. Download Now.

Customer Service 47

Customer Service Customer Care Morale Marketing 47

Pointillist

JULY 25, 2018

Submit Survey. During onboarding, the data will remain on your Pointillist-hosted SFTP server until the customer success team has created and quality-checked the requisite ingestion script. Here are a few to get you started: Customer Journey Analytics 101 (eBook). Call Support Center. Company Outreach. Promotion Offered.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

During onboarding, the data will remain on your Pointillist-hosted SFTP server until the customer success team has created and quality-checked the requisite ingestion script. The Types of Events Before getting into details of the structure of event data, it is useful to understand 4 general types of events.

Analytics 43

Analytics Metrics Government Journey mapping 43

Vistio

APRIL 2, 2022

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. I’d love to dive into your thoughts around the topics that we covered in that ebook as you are the expert, really.

Contact Center 52

Contact Center Real estate Customer Service Self service 52