delighted

DECEMBER 13, 2022

Collaborate with Delighted product team members to share feedback and influence our product roadmap. We’ve got you covered with our amazing Help Center and Concierge team for questions about how Delighted works and for troubleshooting your account. Be a part of our go-to group for new feature previews and beta testing.

Management 52

Management Best practices Accountability Surveys 52

Bill Quiseng

APRIL 25, 2021

Google the Top Ten Best list, not only in your industry but also in the business category where your customers buy products or services. Identify the experts who deliver an exceptional customer experience. Mystery shop your competitors in person and online. Is there any idea you can CASE and tweak to make it your own? Assess every position.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

CSM Magazine

DECEMBER 1, 2020

Virtual concierge for agents – with many frontline staff working from home, AI solutions are an agent’s new best friend, offering them their very own virtual concierge or dedicated personal assistant. This boosts agent confidence and performance while humanising the overall customer service experience.

Automotive 69

Automotive Transportation Big data Interactive Voice Response 69

Creative Virtual

OCTOBER 6, 2021

Customer Service: Companies need to look at AI in terms of it acting as a personal Concierge for users coming into the company’s website. Automating processes and top customer service queries with AI also improves efficiency, increases productivity, and helps build customer trust and loyalty.

Self service 92

Self service Contact Center Technology Personalization 92

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Users can consume your products/services without a browser, talk to a customer service agent, use your app during product research, and much more.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

delighted

AUGUST 4, 2023

Product leader Jessica Fain speaks of her time on the Core Product team at Slack and the importance of coming together as a team with a common mission. Jessica Fain, Product Leader By focusing on the empowered position to make changes for their users, the Core Product team could take these comments in stride.

Feedback 78

Feedback Management Surveys Personalization 78

Horizon CX

APRIL 1, 2020

As the story goes, three business executives had traveled from out of town to attend a conference, and at the end of the first day, they gathered in their hotel lobby and asked the concierge to recommend a good place to eat. Had they spoken with the concierge on the third night, they might have sought an alternative.

Advertising 59

Advertising Healthcare Customer Experience Personalization 59

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. When we call them, we know your services or products that could improve their lives. Was it in response to direct marketing or a product glitch? Yes, that’s 80%.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Blueship Call Center

DECEMBER 14, 2021

A variety of technologies are already in use in today’s contact centres to manage customer interactions, measure productivity, and much more. When customers are displeased with a product or service, they do not leave a Yelp review. Concierge-Style Services are on the rise. All of this is OK.

Call Center 40

Call Center outsourcing B2B Customer centricity 40

SmartKarrot

APRIL 26, 2023

Issues should be triaged and prioritised based on their seriousness and reported to the product/QA team. Inform the management team of your concerns so that the product can be improved. Conduct customer check-ins with a focus on conversion efficiency, feature uptake, and general product engagement.

Technical Support 19

Technical Support Accountability Metrics Management 19

Outsource Consultants

DECEMBER 21, 2023

And inbound call center providers are becoming far more savvy at accessory building and product upselling to satisfy consumer needs and hit key business goals. h a swhen customers inquire about Inbound agents can also help consumers navigate out-of-stock statuses by matching them to similar products that have more inventory.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

Up Your Service

MAY 3, 2017

Companies ahead of the curve recognize the critical role that customer service plays in winning people over, and the best travel and hospitality brands are stepping up their game with white-glove service and concierge contact centers to transform travelers from simply being loyal, to being proactive brand advocates.

Airlines 74

Airlines Scripts Call Center Transportation 74

Chip Bell

SEPTEMBER 1, 2020

Businesses have always promised the marketplace they will provide products, services and solutions crafted for (that is, on behalf of) those who exchange their funds for them. How would Lincoln’s speech have been worded if he had been talking about a business or enterprise?

Government 76

Government Enterprise Customer Service Customer Experience 76

teleopti

AUGUST 23, 2019

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Many contact centre leaders are obsessed with ‘productive time’ or occupancy. Embrace Artificial Intelligence (AI) to create your own WFM concierge.

Coaching 63

Coaching Morale Best practices Contact Center 63

GetFeedback

FEBRUARY 10, 2020

That’s when it got fun and became more than just a project that I was tasked with figuring out — CX impacts sales, marketing, product releases, pricing, data management, job descriptions. Our concierge kicks off the whole process by inputting visitation data into Salesforce, triggering the survey emails.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Hodusoft

APRIL 17, 2024

After the mass production of auto attendants began, all types and sizes of organizations used it to route incoming calls to the right agents. There is absolutely no doubt that auto attendants can enhance productivity. In 1982, the former engineer at Bell opened his own company to focus on inventions around auto attendants.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

ChurnZero

NOVEMBER 6, 2020

This is a a guest post by Ellie Peterson, Customer Concierge at Delighted. . As a Customer Concierge at Delighted , I spend most of my time talking to companies about their Customer Experience (CX) programs and how to improve them, and I’ve heard these questions from so many of them. But what does that NPS number really mean?

Benchmark 58

Benchmark Surveys Enterprise Analytics 58

Call Experts

NOVEMBER 17, 2022

Whether offering holiday products and services or simply a holiday promotion, a successful holiday customer service strategy will consider your customers’ seasonal needs. . With our concierge approach, you can choose a flexible program that fits the exact needs of your business. billion and $960.4

Customer Service 98

Customer Service outsourcing Sales Contact Center 98

TechSee

FEBRUARY 7, 2023

If you offer a premium or concierge-style product or service, your users may not appreciate the impersonal nature of the AI-based service. If you are not confident that the AI is capable, consider where and how it can best be utilized and start automating only those service interactions.

Chatbots 124

Chatbots Self service call center solutions Average Handle Time 124

CSM Magazine

FEBRUARY 12, 2024

Virtual reality (VR) lets customers step into a 3D world to solve problems or learn about products in a way that feels real. By seamlessly tracking visitor data and preferences, it ensures that virtual support teams can deliver tailored assistance, much like a concierge service for the digital realm.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

LiveChat

SEPTEMBER 19, 2018

Now, businesses can quickly deploy a Minimum Viable Product and acquire customers as they test and improve the product. This kind of “live feedback” from customers allows building a product they demand from the very beginning and get them closer to reaching the desired outcome. And that’s when customer success comes in.

SaaS 106

SaaS Management CRM Sales 106

delighted

FEBRUARY 22, 2022

You’re a cross-functional guru, bridging gaps between marketing, product, insights, and retention teams. When your marketing team has the budget for net new acquisition or retention campaigns, they lean on you to understand: Which cohorts are happiest with our product/service offerings? The results of this process?

Customer Experience 90

Customer Experience Feedback Customer centricity Surveys 90

Chip Bell

JANUARY 7, 2020

My family has a concierge doctor we pay an annual fee for world-class health care service. I’ll bet you my next vitamin pill, it will be about frontline relationships not about price, product or process. The drive-in typically took fifteen minutes. Go inside and get in line at the pharmacy and it took longer. He is awesome.

Personalization 49

Personalization Customer Service Customer Experience 49

PeopleMetrics

JANUARY 19, 2018

This market shift, combined with increasing government regulation, decreasing amounts of face-time with physicians, and a barrage of multi-million dollar lawsuits, has led forward-looking healthcare and pharmaceutical companies to begin shifting their focus away from products and more towards their ultimate customer – the patient.

Customer centricity 93

Customer centricity Healthcare Customer Experience Entertainment 93

bold360 Blog

OCTOBER 31, 2018

Proactive AI—AI-powered chatbots and virtual assistants that guide customers through their entire journey with relevant and timely content that can help them make purchasing decisions or simply get more information on a product or service. Ironically, it’s bots that are going to help bring it back.

Chatbots 76

Chatbots Wait times Engineering Personalization 76

HGS

OCTOBER 3, 2017

They’ve grown accustomed to a concierge-level of customer service. All of these elements will further the productivity of your access center, drive cost out of your business and maximize the patient experience, as well as provide you with a steady stream of valuable patient data to continue to enhance and optimize your solution.

Contact Center 100

Contact Center Healthcare Business Process Outsourcing Self service 100

Fonolo

SEPTEMBER 15, 2020

Invest in getting your mobile offering up to scratch, both in terms of product functionality and support accessibility. It’s simple, effective, and allows Apple to manage their call volume while maintaining the impression of a concierge service. it’ll be a huge turn-off for Gen-Z. Remove contact friction at all costs.

Banking 125

Banking Finance Interactive Voice Response Morale 125

DMG Consulting

JUNE 1, 2022

Intelligent virtual agents are demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers. These innovative solutions are omni-channel by design and deliver knowledgeable and proactive service, which is altering the market’s dynamics and cost structure.

Self service 48

Self service Consulting Consulting Enterprise 48

TechSee

JANUARY 24, 2019

Use Cases: Shopping Concierge: Video chat support allows agents to connect with online customers in real time, offering them advice and recommendations that directly increase sales. This is ideal for customers looking to make travel arrangements, change the details on their hotel stay, report a defect in a purchase or see a product demo.

Call flow 141

Call flow Technical Support Sales APIs 141

Eckoh

JANUARY 31, 2020

In this third instalment in our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers. The Contact Center of the Future will be a finely-tuned machine – using real-time data to optimize experiences. So who’s at the controls?

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

teleopti

AUGUST 13, 2019

Good for employees, managers and the overall business, real-time management holds five keys to success: Product service levels – real-time management can automatically find the right-skilled, available people to close service gaps in priority queues and reschedule the workforce during the day. Welcome to the future of bots.

Contact Center 71

Contact Center Chatbots Service level Time management 71

CSM Magazine

JUNE 17, 2020

The release is currently live in production with more than 100 clients globally who are using the platform to allow sales, marketing, and service agents to collaborate with customers in ways that were not previously possible.

Automotive 52

Automotive Banking Healthcare Chatbots 52

Babelforce

OCTOBER 6, 2022

The automation in this experience is a useful addition but, given the choice, I would usually rather chat with the concierge. I know from experience that, in a product demo setting, it’s usually the most cutting edge automation solutions that generate the most immediate enthusiasm. Not at all. Where is it all going wrong?

Contact Center 52

Contact Center Interactive Voice Response CRM Technology 52

Nicereply

FEBRUARY 1, 2022

Even if the text is correct, be sure to update any screenshots if the look of your product has changed since the last doc update. Is there a type of support, like live chat or a concierge service, you should consider adding in the coming year? Examine every existing customer-facing document for accuracy and edit them as needed.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

Eckoh

JANUARY 6, 2020

In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead – starting with a new breed of customer that's emerging. What will the Contact Center of the Future look like? To consider the Contact Center of the Future we must first consider the Customer of the Future.

Contact Center 52

Contact Center Banking Customer effort Technology 52

JustCall

APRIL 6, 2023

The mobile app provided personalized product recommendations and allowed customers to reserve products for in-store pickup. The website provided information about products and promotions. The website offers tutorials, product reviews, and promotions as part of the omnichannel strategy.

Banking 52

Banking Customer retention Multichannel Marketing 52

Quiq

MARCH 27, 2020

When agents are able to handle multiple conversations at the same time, in comparison to being on the phone with only one customer, they are being more efficient, which increases productivity and saves costs. Consumers are looking for answers fast and when you compare live chat to a phone call, there is no comparison.

Chatbots 53

Chatbots Sales Personalization Feedback 53