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. Here’s a little bit on how he uses Aircall, personally.

Technical Support 88

Technical Support Analytics APIs Engineering 88

Nicereply

MARCH 26, 2019

Whether you’re a customer trying to get help or an agent working in technical support, it’s critical to write a great bug report to get the issue fixed quickly. Without much information to go on, the person trying to help may look around aimlessly prior to emailing back to ask for more detail.

Engineering 85

Engineering Technical Support Personalization Accountability 85

TechSee

NOVEMBER 13, 2017

As a result, our increasingly sophisticated smart home networks are creating billions of new requests for technical support. A wide variety of objects and applications are currently using these technologies , such as self-driving cars, camera systems, and search engines.

Engineering 154

Engineering Technical Support Call Center Technology 154

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Customer referrals are a vital growth engine, transforming satisfied clients into powerful advocates.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

TechSee

APRIL 3, 2018

These technologies power better personalization, prediction of potential churn and higher levels of engagement, all of which enable companies to lower their churn rate efficiently at scale without increasing their resources. The technology has proven especially effective in specific use cases, such as billing proofs and technical support.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

NICE inContact

NOVEMBER 11, 2019

A couple performance management strategies include: Providing a clear and visible path to success with personalized goals and a common organizational language. Adopting a new approach to work-life and rewards that appeals to agents in each demographic.

Management 54

Management Contact Center Technical Support Engineering 54

Help Scout

AUGUST 26, 2018

“The support queue is an enormous, gelatinous, sticky, messy blob, growing continually to fill all of the available space. Where is our Blob Control Engineer?!”. Description: Matt Hunter, Technical Support Engineer. Illustration: Carolina Escobedo Garcia , Support Agent at Campaign Monitor.

Customer Service 40

Customer Service Technical Support Engineering Personalization 40

NobelBiz

JULY 18, 2023

It ensures each customer is paired with the most suitable representative, guaranteeing a personalized and efficient interaction every time. It goes beyond the traditional first-come, first-serve model by ensuring that each call reaches the right person at the right time.

Management 52

Management First call resolution Contact center software Call Center 52

JustCall

APRIL 5, 2023

Any issues that you may face while using them can be highlighted to the JustCall engineers and they will make sure to accommodate your requests or suggestions. Plus, you can always integrate it with your CRM to grant customers a personalized experience. Offers 60+ out-of-the-box integrations for all plans. How has it done so?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Avaya

OCTOBER 20, 2016

Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The combination of the Avaya Technology Forum (ATF) and the International Avaya Users Group (IAUG) flagship event, Avaya ENGAGE, is generating a lot of buzz.

Technical Support 81

Technical Support Education Engineering Technology 81

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

Help Scout

APRIL 27, 2021

.” – Drew Clark, Director of Client Services, Workwell Technologies Illustrated by Davida Fernandez, Global Head of Support for Campaign Monitor. Read Humanize Your Support With Data for more on the value of contextual data. Skill-based assignment.

Management 117

Management Self service Technical Support APIs 117

Avaya

OCTOBER 4, 2016

We’re very conscious of fees,” says the senior telecom and contact center engineer at the top-20 credit union. The remote technical support specialist found the root cause and quickly fixed the issue. Usually when you open a ticket, you feel like the first tier person is going to be just a ticket-taker.

Customer Service 45

Customer Service Banking Engineering Customer centricity 45

AWS Machine Learning

MAY 7, 2024

Rather than requiring extensive feature engineering and dataset labeling, LLMs can be fine-tuned on small amounts of domain-specific data to quickly adapt to new use cases. This post walks through examples of building information extraction use cases by combining LLMs with prompt engineering and frameworks such as LangChain.

Engineering 95

Engineering Technical Support Chatbots Best practices 95

ProProfs Blog

SEPTEMBER 28, 2018

But what better way there is other than a website chat software to provide your customers a more humanized and personalized experience possible. The ‘chat’ should be responsive and done in the style, language, and tone of the customer – it should look and ‘feel’ personalized to that individual.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

AWS Machine Learning

JANUARY 17, 2023

Personalized recommendations. We now carry out feature engineering steps and then fit the model. The model training consists of two components: a feature engineering step that processes numerical, categorical, and text features, and a model fitting step that fits the transformed features into a Scikit-learn random forest classifier.

Calibration 70

Calibration Metrics Accountability Technical Support 70

CustomerSuccessBox

NOVEMBER 2, 2021

They tailored the story and created a personalized experience for the client. Early inclusion also means the customer will be comfortable with their CSM rather than being blinded by a new person in the middle of the process. After the welcome call, the product adoption begins and implementation engineers get to work.

Sales 52

Sales Engineering Upselling Customer retention 52

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. A highly personalized digital service, the company has been dubbed the “Netflix of telco.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Cisco - Contact Center

SEPTEMBER 3, 2020

VPN capacity was expanded globally to support the entire Cisco workforce with Access Control Lists (ACL) put in place for countries with exceptional regulatory demands. A CCAT engineer developed an application to provision Jabber softphone to more than 6,500 agents supporting seven languages.

Contact Center 86

Contact Center Telecommunications Wireless At home agents 86

Amity

JANUARY 30, 2019

The customer journey starts the second a person or organization starts interacting with your business. a tall vertical structure of stone, wood, or metal, used as a support for a building, or as an ornament or monument. “ a pillar of smoke ” a person or thing regarded as reliably providing essential support for something.

Education 61

Education Engineering B2C Technical Support 61

Vonage

MARCH 11, 2016

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. A check engine light forced an unexpected trip to the mechanic. Pressed the number for technical support. In-person would have accomplished the same result. Let me tell you why. Time to call.

Customer Support 63

Customer Support Wireless Technical Support Average Handle Time 63

NobelBiz

AUGUST 22, 2023

Engineered for impeccable voice quality and unswerving call reliability, it streamlines operations without requiring extra infrastructure. Reliable technical support: NobelBiz has the most responsive, proactive and reactive customer support in the contact center industry, with a first-call resolution of over 90%.

voip 98

voip Telecommunications Contact Center Contact center software 98

JivoChat

OCTOBER 3, 2021

Email and SMS personalization. If you need an email marketing platform engineered for mass email campaigns, the bulk email feature is going to positively surprise you. You will be able to automate the emails, according to your leads and customers’ actions, personalizing their experience. Add dynamic personalized fields.

Marketing 52

Marketing Analytics Benchmark Engineering 52

SmartKarrot

AUGUST 3, 2022

You may not own a book of business personally, but you will directly engage with customers: relationship development, key presentation meetings, escalations, etc. Maintain and increase your product knowledge on applicable products/applications, operating systems and hardware via training, documentation, personal research, and experience.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

JivoChat

MARCH 2, 2022

The SEO tools, such as creating customizable URLs, enable you to optimize your online store to be found easily on search engines. . Technical Support. The best website builders for online stores offer 24/7 technical support, and that’s something you need to pay attention to. Additional Sales Channel.

Banking 75

Banking Technical Support Sales B2B 75

REVE Chat Blog

OCTOBER 10, 2019

Along with impacting personal lives, AI powered chatbots are also transforming the way businesses communicate with their customers and prospects. What kind of queries do people ask on the website for customer support? Technical support. You can automate the customer service process to deliver real time support.

Chatbots 83

Chatbots Sales Personalization Customer Support 83

JustCall

JUNE 29, 2022

The disadvantage is that you don’t physically have access to any of this equipment unless you want to use it in person at your office or home office. You need at least two or three days to configure it properly, especially if you are not a technical person or don’t have enough experience in the IT field.

voip 52

voip Education Sales Technical Support 52

ClientSuccess

FEBRUARY 21, 2017

Today, the customer success team at SalesLoft includes technical support engineers and implementation leads, who help bridge the gap between sales and implementation of the platform. Simple scheduling is a game changer for busy CSM teams who are trying to juggle multiple clients and still provide that personalized touch.

SaaS 40

SaaS Technical Support Sales Engineering 40

JustCall

AUGUST 8, 2022

Google account users in the United States and Google Workspace customers in the United Kingdom, the Netherlands, Denmark, Portugal, France, Spain, Sweden, Switzerland, and Canada can get a virtual phone number Number Porting Available Available only to personal accounts in the US. Porting fee of $20 applicable. Not Available.

call center software 52

call center software Call Center Interactive Voice Response Call Logging 52

bold360 Blog

OCTOBER 3, 2019

Chats about technical support need to be routed to a particular group of agents – unless it’s after hours – then they have to go to a rollover department. Some don’t even want to see it demonstrated – they simply ask (or assume) that some kind of reporting engine exists. Here are some actual scenarios from real customers.

Technical Support 40

Technical Support Metrics Engineering Self service 40

Kayako

DECEMBER 17, 2015

Mercer Smith-Looper ( @mercenator ) Support Engineer, Trello. Johnathan Lyman ( @theejl ), Senior Technical Support Lead, Zephyr. Sukhpreet Kaur, ( @sanand_24 ), Technical Support Consultant, Kayako. your support team equals one person), it’s important not to impose unrealistic deadlines.

Management 60

Management Technical Support Customer Support Coaching 60

Callminer

AUGUST 1, 2017

For North American call centers that have in-house sales/customer support personnel, often times there are multiple players of management. This may include a team captain, a quality assurance specialist, a campaign coordinator, and a program/floor manager that all report to a unit director and other persons within senior management.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

APRIL 5, 2023

Further, businesses that find their preferred integration missing can contact the JustCall engineering team to request a new integration. For starters, all customers get personalized onboarding that helps them make optimum use of available resources and plan out the telephony infrastructure accordingly.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

Contact Center Geek

OCTOBER 17, 2014

I recently called a large cable company for technical support. I'm not suggesting that every call center start allowing agents to make all the outbound calls they want, telling customers they'll wait forever for them on hold, or become each caller's personal search-engine, I'm suggesting you look for ways to be more helpful.

Call Center 48

Call Center Technical Support Banking Engineering 48

SmartKarrot

MAY 26, 2021

Work closely with sales, marketing, product, engineering, and support teams to ensure we constantly deliver value to the customers. Understand client requirements in the context of product functionality and appropriately liaise with product and engineering teams to implement those.

Engineering 10

Engineering Technical Support Government Coaching 10

JustCall

MAY 1, 2023

Nextiva Nextiva offers the following types of 24/7 support: Email Chat Phone JustCall and Nextiva Setup As for initial setup, while Nextiva and JustCall extend professional implementation, JustCall goes above and beyond with personalized onboarding support. Which has better customer support, JustCall or Nextiva?

Interactive Voice Response 52

Interactive Voice Response Enterprise Call Logging CRM 52