Steve DiGioia

APRIL 11, 2016

So why don’t self service stations work as intended? If we are to believe that installing self serve check-out counters are in our best interest, why not install more and really do away with the live cashier altogether? The quickest and easiest way to achieve this is to install more self service lanes in their stores.

Self service 191

Self service Interactive Voice Response Airlines Personalization 191

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. The vast majority of IVRs on the market have not been overhauled in more than five years. August 4, 2022 By Donna Fluss. IVAs Are Good for Agents and CX.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Cincom

MAY 8, 2024

Managing sales processes across large organizations is complex. From coordinating teams to configuring quotes, enterprise companies face immense challenges keeping sales operations running smoothly. This frustrates customers and limits sales capacity. Sales data gets scattered across systems. What Is CPQ Software?

Enterprise 52

Enterprise Sales CRM Engineering 52

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Coaching Brand ambassadors B2B 91

Nicereply

MAY 7, 2024

To drive sales, you need to make sure that the product or service you’re offering was not made for the sake of it: it addresses a real need. Or, to put it another way, you need to manage customer pain points to drive sales. What obstacles are in the way of them purchasing or being fully satisfied with your services?

Sales 52

Sales Management Surveys Wait times 52

CSM Magazine

FEBRUARY 9, 2021

Predictions for the property market in the coming year vary widely. Property companies will continue to focus on customer service as a differentiator. . Create genuine sales and lettings leads for agents – pent up demand for property means higher customer expectations and greater competition among agents and landlords.

Self service 59

Self service Marketing Automotive Transportation 59

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Russel Lolacher

MARCH 29, 2021

SMS self service is no different. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. Spammy marketing doesn’t count). Self-Service: allowing customers to report stolen bank cards. For example: Banking.

Self service 52

Self service Banking industry standards Scripts 52

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Building Sales Competence Builds Sales Confidence.

Sales 123

Sales Coaching B2B Personalization 123

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 373

B2B Journey mapping B2C Telecommunications 373

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 171

Customer Service Self service Personalization Marketing 171

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. When a call surge hits, your sales and customer service teams bear the brunt. A surge in call volume is always good news for your business.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self service 95

Self service Telecommunications Healthcare Analytics 95

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. Marketers and loyalty professionals need to figure out a way to create innovative and engaging loyalty programs that are flexible enough to adapt to current and future market challenges.

Customer Service 177

Customer Service Advertising B2C Big data 177

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022.

Self service 48

Self service Consulting Consulting Enterprise 48

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

TechSee

MARCH 1, 2021

But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. Customer Service as a Profit Center.

Sales 124

Sales Technology Customer Service Chatbots 124

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Plus, self-service is available 24/7.

Marketing 219

Marketing Customer Service Airlines Self service 219

JustCall

DECEMBER 7, 2022

Well, by developing a sales strategy that’s dynamic. A robust sales strategy is a guiding light for acquiring new customers who can contribute to the revenue pipeline. All businesses must develop a sales strategy regardless of their size, nature, or industry. It will help you find better ways of closing sales deals.

Sales 52

Sales Inbound sales Self service Outbound sales 52

DMG Consulting

AUGUST 1, 2022

Top Trends in the Contact Center Infrastructure Market. The contact center infrastructure market has become one of the more attractive technology sectors during the past two years, catching the attention of some of the big names in the technology world, including Salesforce, Zoom and Facebook. Improving Self-Service.

Contact Center 48

Contact Center Marketing Self service Enterprise 48

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

Anexa BPO

JUNE 22, 2023

Studies show that more than 70% of consumers are willing to embrace digital or self-service tools, allowing them to be in more control of their customer journey. Marketing specialists conduct personalization via personas – various “types” of individuals – and then group them accordingly.

Sales 52

Sales outsourcing Customer centricity Self service 52

Kayako

OCTOBER 13, 2015

We often look at self-service in terms of streamlining a process. The real reason that it’s worth creating good self-service content is that nothing beats it when it comes to building trust between you and your customers. Discussions about using content to build trust are usually relegated to the marketing team.

Self service 98

Self service Accountability Feedback Best practices 98

ShepHyken

SEPTEMBER 15, 2020

Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. Friction in the sales process is something that will eventually drive even a good customer away.

B2C 313

B2C B2B Self service Sales 313

TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. At the point of sale, product visuals drive conversions.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Mindtouch

MARCH 15, 2018

More specifically, customer preferences are shifting —across the entire customer journey—toward self-service. sales and marketing. But the extent and availability of customer education resources can certainly impact sales, revenue, and rate of renewal. Why Self-service Is So Important.

Self service 48

Self service Education Customer effort Sales 48

VocalCom

APRIL 29, 2019

When designing great customer experiences, every brand should think about its self-service. Here are five rules for creating self-service options that truly benefit your customers. Keep them updated with current brand information such as sales pricing, new products, and delivery options. Keep agents on standby.

Self service 48

Self service Interactive Voice Response Contact center software Chatbots 48

Beyond Philosophy

MARCH 31, 2020

The world and the market had changed! One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. Marketers have long known that it is at a time of big changes that customer habits are up for grabs.

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Customer Experience 163

Customer Experience Scripts Self service outsourcing 163

Mindtouch

MARCH 1, 2017

A self-service experience is the key enabler of understanding: for both customer success , buyer success, and your company’s insights into the needs of each. As seen in the video below, Gainsight understands the value in analyzing the entire customer journey, from pre-sale through to the customer success phase.

Self service 48

Self service Sales Customer Experience Marketing 48

aircall

FEBRUARY 22, 2021

Sales strategy planning can help you meet both short- and long-term sales targets, carrying you through the first 90 days and beyond to successfully achieve your overall business goals. But that doesn’t mean you should shy away from getting the most out of your sales strategy planning phase. Defining Sales Strategy Planning.

Sales 62

Sales call center software Interactive Voice Response Call Center 62

JustCall

APRIL 9, 2024

> Genesys Cloud CX: A contact center platform with a flexible VoIP dialer and self-service provisioning. > Collaboration functionalities: Look for collaborative sales features like call recording , whispering, and internal conferencing. Analyze call data for smarter sales decisions. Top 10 VoIP dialer software 1.JustCall

voip 40

voip Sales Scripts CRM 40

ShepHyken

FEBRUARY 9, 2021

Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. It’s crucial in today’s world to position your company in a way that ties your CRM to your channels of communication in order to provide great customer service. If they experience service that isn’t convenient, they will take their business elsewhere.”.

Multichannel 210

Multichannel Chatbots Self service CRM 210

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Follow up with customers after-sales.

Customer Experience 253

Customer Experience Advertising Employee engagement Sales 253

Hodusoft

NOVEMBER 27, 2022

Boost Your Sales with Telemarketing Software In today’s digitally connected world a whopping 92% of customer communications still happen through business phones. The quality of your customer service relies on how effective your telemarketing efforts are. However, it can also be used for surveys and feedback collection.

Telemarketing 52

Telemarketing Sales Interactive Voice Response call center software 52