Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. Surveys also just aren’t as effective if they’re not timely and relevant.

B2B 83

B2B Surveys Feedback Customer advocacy 83

Aria Solutions

JUNE 8, 2020

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Much like “save early and save often”, proactively keep tabs on how a re-engineered process is received by users. Demo early, demo often.

Engineering 62

Engineering APIs Consulting Consulting 62

Nicereply

OCTOBER 3, 2023

Let’s review a list of customer satisfaction survey tools to help you understand clients’ needs. Why do businesses need specific software for customer satisfaction surveys? To effectively gauge consumer happiness, businesses around the globe are investing in the best customer satisfaction survey tools available.

Surveys 52

Surveys Customer centricity Analytics Feedback 52

Aria Solutions

JUNE 8, 2020

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Much like “save early and save often”, proactively keep tabs on how a re-engineered process is received by users. Demo early, demo often.

Engineering 62

Engineering APIs Consulting Consulting 62

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

Connecting the Dots

JUNE 30, 2021

In an article published by Customer Think, author John Goodman explains the key differentiators between companies that move the needle following investments in customer surveys and those companies that do not. Turning data into an action plan where performance accountability is assigned to staff is essential for progress.

Best practices 62

Best practices Surveys Engineering Consulting 62

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Engineering 261

Engineering Consulting Consulting Customer Experience 261

GetFeedback

JANUARY 16, 2019

Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey.

Surveys 84

Surveys Metrics Feedback Engineering 84

GetFeedback

JANUARY 29, 2019

New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Customer feedback is like motor oil.

Surveys 60

Surveys Feedback Engineering Best practices 60

delighted

APRIL 27, 2021

This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product. Product survey best practices. The best product survey questions.

Feedback 98

Feedback Surveys Management Advertising 98

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. There is no incentive to be honest on the survey. How then should you get information about what people really want?

Surveys 344

Surveys Big data Engineering Advertising 344

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. Gathering live chat survey data . Live chat support can be tricky.

Surveys 74

Surveys Feedback Accountability Engineering 74

AskNicely

JULY 19, 2017

What’s down in the engine room, powering the whole thing? The online survey. The online survey is killing cats and kittens left, right and center, and threatening the structural integrity of the online environment. How about surveys? What is it that holds the internet up? Cat videos. That’s right. Cat videos.

Surveys 60

Surveys Feedback Engineering Personalization 60

aircall

NOVEMBER 15, 2022

Hackathons are an exciting time in an engineering team’s life. Such is the magic of engineering hackathons. Winning a hackathon event should be on the bucket list of every software engineer. Such is the magic of engineering hackathons. Surveys can be sent either by Email or SMS. An idea that just clicks.

Engineering 124

Engineering Surveys Personalization Management 124

CCNG

NOVEMBER 16, 2022

Customers are time-starved, so surveys may soon be a thing of the past. Re-engineer processes through the customer lens – Ultimately, customers want a seamless experience with excellent service. Walk in the shoes of your customer and evaluate every step along the way.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Clarabridge

SEPTEMBER 19, 2017

Clarabridge works with hundreds of organizations that started their CEM program with surveys. Our common refrain has been: “Your surveys are good, but at some point they stop working.”. Medallia agrees, go here to hear Amy Pressman, President and Co-Founder of Medallia, tell you that surveys don’t work.

Surveys 40

Surveys Big data Analytics Engineering 40

CSM Magazine

FEBRUARY 26, 2024

Offering expert drainage services, including emergency drain unblocking, CCTV surveys and preventative maintenance, Trent’s team of satellite engineers covers the whole of the south-west from the depths of Cornwall over to Essex and up to the Midlands. “However, as we expanded this became unmanageable,” he continued.

Engineering 52

Engineering CRM Accountability Management 52

delighted

SEPTEMBER 13, 2019

Customizable survey templates make short work of getting insightful customer feedback. marketing focused on growth CX while support and engineering may be more concerned with product shortcomings). Some teams want to collect feedback from their customers, but don’t know what to ask, how to ask, and when/where to survey their customers.

Surveys 45

Surveys Feedback Best practices Benchmark 45

TechSee

SEPTEMBER 9, 2020

In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. x things by themselves with remote guidance than have an engineer visit indoors. Engineers often struggle to find the right information from textual knowledge bases in the field. Onsite Engineer Support.

Management 145

Management Engineering voip outsourcing 145

Branch Mesenger

MAY 2, 2018

While surveys that lead to these results are historically what we’ve had to understand engagement metrics, analytics are far more important. By ditching employee surveys, Best Buy was able to use its own analytics and learn that by boosting their employees engagement, they could see big results.

Engineering 74

Engineering Morale Employee engagement Big data 74

ShepHyken

OCTOBER 21, 2022

But for customers to find you, this means optimizing your content with search engine optimization. Consider surveying your customers regularly and reading reviews. Publish Highly-Specific Content That Brings Value to the Customer . Your blog, website, and sales deck are pieces of content your customers will read.

Marketing 179

Marketing Customer Experience Customer centricity Consulting 179

Clarabridge

SEPTEMBER 13, 2017

The restaurant had a receipt-based survey that I decided to take at a later point in time. When I got around to taking that survey, I discovered that it was taking me too long to complete and wasn’t holding my interest. Bottom line, I didn’t finish the survey. I am 100% certain that we’ve all had a similar experience.

Surveys 40

Surveys Engineering Accountability Management 40

delighted

NOVEMBER 7, 2022

Now listed in the Shopify App Store , you can set up your Delighted integration and start sending surveys in just a matter of minutes. Sent surveys: Pull a list of everyone who has been recently surveyed, even if they haven’t responded. Explore your new export options today! Web platform updates. That’s it for Q3!

Engineering 52

Engineering Surveys Metrics Accountability 52

TechSee

JANUARY 14, 2021

With herd immunity even further off than originally expected — and customers both wary of on-site assistance and increasingly embracing the concept of remote engineers — remote customer support has become an effective long-term solution for enhancing service quality, reducing operational costs, and improving the customer experience.

Customer Support 109

Customer Support Engineering Enterprise Surveys 109

CSM Magazine

OCTOBER 27, 2023

As per the report, 87% of the surveyed individuals affirm that bad experiences change purchasing behavior negatively while good experiences positively influence how customers behave towards businesses showcasing services they provide. An accounting firm gains several notches up on search engines’ relevance ladder.

Finance 59

Finance Accountability Customer Service Engineering 59

Call Center Weekly

SEPTEMBER 25, 2018

The desktop engineer who makes sure your tools work every day, the HR team who makes sure you have enough staff to handle the calls, the Product, Marketing and Sales teams who make sure you have great products and service to offer; they all are customer service professionals too!

Customer Service 237

Customer Service Engineering Surveys Sales 237

Customer Service Life

NOVEMBER 10, 2022

With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. This article was originally published on CustomerThink and is being reposted with permission from the editor.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

delighted

JANUARY 19, 2023

No-code customization We’ve made it easier than ever to customize your survey and sending triggers, without needing to loop in your development team! Send from your own email domain Add more personalization to survey emails by sending them from your domain. You can now collect G2 reviews when a respondent completes a Delighted survey.

Surveys 52

Surveys Engineering Accountability Feedback 52

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Their survey of customer service leaders found that 72% said support in a customer’s native language increased their satisfaction with customer support and 58% said it increased loyalty to the brand. A translation engine is utilised to translate that input into English.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Interaction Metrics

JUNE 19, 2023

Before this, products were primarily designed based on whatever the engineering team wanted to build, not what the customer wanted, needed, or was able to use functionally. These five phases don’t necessarily occur in order, and designers and engineers may repeat them until the product is perfect. ” writes Rafał Warniełło.

Engineering 62

Engineering Surveys Government Metrics 62

Connect

APRIL 18, 2024

Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.

Virtual Agent 52

Virtual Agent Chatbots Average Handle Time Engineering 52

Lumoa

JANUARY 7, 2021

Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Throughout this experience, you should receive surveys asking you to rate the experience. Best survey: Focus on public comments and social media or website feedback widgets. Best survey: CSAT.

Journey mapping 83

Journey mapping Surveys Feedback Analytics 83

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Blog content.

B2B 115

B2B Journey mapping SaaS Engineering 115

Spearline

JANUARY 6, 2022

Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% One survey notes that responding CIOs indicate their use of on-premise applications dropped by more than 40% in 2021.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

TechSee

AUGUST 24, 2021

A new survey found that almost everyone who worked from home in the past twelve months experienced at least one technical issue that impacted their work productivity, with 7 out of 10 remote workers experiencing two or more technical issues. This often means creating digital workflows that automate core onboarding processes.

Technical Support 109

Technical Support Surveys Enterprise Analytics 109

Maru Group

FEBRUARY 18, 2021

Maru Agile survey authoring combines a comprehensive pre-defined set of question types with an easy-to-use user interface to ensure the user is quickly and efficiently in field with a survey that is capable of some complexity in routing and question type. The Maru Agile engine tackles this challenge.

Engineering 52

Engineering Healthcare Surveys Enterprise 52