Fri.Aug 02, 2019

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Guest Blog: The Importance of First Impressions in Customer Service

ShepHyken

This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business.

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How to Drive Conversions from Trial to Paid Subscriptions

ChurnZero

Whether you’re shopping at C ostco or signing up for the latest streaming music subscription , everybody loves a free sample. In fact , among food retailer s free samples have been known to boost sales by nearly 2000%. While questions still surround proper sample etiquette , one thi ng is for sure: the power of ‘freebies’ is not to be doubted!

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The Problem with Doing Nothing in the Contact Center

NICE inContact

Boston is famous for its meandering streets that seem to take the long way to where you need to go. Folklore tells of how the trails of aimlessly wandering cows were simply paved over. This may not be true, but it serves to illustrate a point. When we become complacent with inefficiencies they can become institutionalized. If you speak with any contact center leader, you begin to sense their frustration with how difficult it is to deliver the experience customers demand today when using tools bu

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Contact Center Pipeline Magazine: Inside Our August 2019 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, now is a great time to sign up. We would love to go to the pool […].

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

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Call Experts Named as a Top Third-Party Verification Company by Clutch.co

Call Experts

At Call Experts, our approach to call center solutions is simple: Accountability. Customization. Growth. We believe this is the foundation of taking businesses to the next level. Through voice, live agent, and electronic communications, we offer everything from complete call management, automated services, call-out services, and beyond. As a result of working strenuously to provide cutting edge services, Clutch.co recently identified our company as one of the top Third-Party Verification Compani

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Unhappy Customers Can Help You Create Better Customer Service

Ansafone

For your business to be successful, you have to base it on what your customer needs. At times, they are unhappy because they may have needs that are not fulfilled by your service or product. Customer needs are the difference between the customer’s desired state and the actual state. While your business could satisfy the needs of your customers through your product, they also deserve other things like great customer service, employees who are knowledgeable of the product, and efficient services.

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Play an Audio File Into a Voice Call with Java and Spark

Nexmo

This tutorial shows you how to stream audio into a call using the Nexmo Voice API. The most obvious use case for this is to play holding music or messages. No one is especially fond of being put on hold. But you can make it as pleasant an experience as possible by giving your callers something to listen to rather than silence. Studies have shown that time seems to pass more quickly when callers have something to listen to and it can also reduce their anxiety levels significantly – great wh

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Data breaches shine light on financial industry fraud

TRUSTID

The recent Equifax global settlement and the disclosure of Capital One’s historic data breach has put a spotlight on the fraud vulnerabilities in the financial industry. The timing of these two separate announcements will surely raise concerns with consumers about how safe their personal data really is. After two years of deliberating about a breach that exposed personal information on 147 million people, Equifax agreed to pay up to $700 million in a settlement with the Federal Trade Commission

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Call Center Attrition Rates

Avoxi

In order to effectively measure the health of your business, you must understand employee turnover and attrition. Employee turnover causes major headaches for call center operators, and getting a better understanding of what it is can help you take the steps to reduce it. But first, let’s take a look at how employee attrition is… The post Call Center Attrition Rates appeared first on AVOXI.

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What are the Different Support Channels B2B Companies Should Offer?

TeamSupport

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up. However, there is no one right answer for which channels a B2B company should offer for customer support. Below are the core customer support channels for the B2B industry, alongside specific reasons why companies offer them and why they choose not to.

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5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

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The customer feedback-powered reputation marketing blueprint

delighted

Reputation marketing is becoming more and more prominent with the rise of review sites and consumer choice. Nearly every shopper ( 97%! ) today considers online customer reviews in their buying decisions. Clearly, increasing the number of positive reviews and decreasing negative reviews should be a priority for your business. But, how exactly do you achieve these objectives?

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Australian Start Up Localz Opens Its Doors in Culver City

CSM Magazine

Localz , the software business helping large organizations transform the day of service, has chosen to join Amazon, Apple and Google and open its first US office in the rapidly expanding tech ecosystem of Culver City. Localz began operations in 2013 and the development team are headquartered in Melbourne. Its operational platform enables real-time tracking of the service technician, accurate ETAs and simple two-way communication.

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Attaining and maintaining organizational buy-in for your MyChart Patient Portal

Nuance

According to research just released this summer, access to a patient portal leads to “fewer emergency department visits and more outpatient clinic visits”—meaning that these patients are making better decisions about how to manage their care and conditions, avoiding costly emergency visits and inpatient admissions. And while the majority of healthcare organizations have given their […] The post Attaining and maintaining organizational buy-in for your MyChart Patient Portal appeared first o

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Dog Days of the Contact Center: 100% SLA – Caramel Advises You on How to Never Be Down

Talkdesk

Woof! . This is Caramel, and I am here to end your contact center dog days. I am back for my fourth and last post. Today, I will be advising you on how to never be down. As I saw, listened and wrote so many things about the contact center, I now can understand and use all the correct contact center terms. I hear the acronym SLA all the time here at Talkdesk.

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4 Principles for a Great Customer Feedback Program

CSM Magazine

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Article on Customer Service Trends

Brad Cleveland Blog

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel strategies, and agent involvement in the future.

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Today’s Consumer’s Digital Journey to Car Buying

CallSource Insights

Learn about car-buyers’ digital journey and how it’s changed the game for auto dealers. It’s no secret that the internet and digital devices are important for today’s consumers. It has changed the way people buy, and has especially had an impact on car-buyer’s journey to purchasing a vehicle. Dealers cannot ignore digital formats as a vital piece of their marketing and brand recognition for customers.

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Article on Customer Service Trends

Brad Cleveland Blog

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel strategies, and agent involvement in the future.

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5 Ways To Build A Chatbot To Improve Customer Service

Quiq

Share This Story. Chatbots, or bots, are at the top of countless Google search results these days. Why so much research and chatter about bots? Faster customer service and a better customer experience are just a couple of the ways companies believe bots can drive results throughout the organization and it’s making a stir. A lot of people have gone past the point of wondering how to employ chatbots within their organization to actually building them.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the