ShepHyken

JANUARY 8, 2024

What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks? How can AI help agents focus on high-value tasks in customer service? ” Tune in!

Customer Support 205

Customer Support Technology Customer Service Customer Experience 205

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? See the chart at the bottom of this post for more on basic Myers-Briggs type indicators.

Personalization 369

Personalization Customer Experience Journey mapping Education 369

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Customers are getting survey fatigue.

Customer Service 292

Customer Service Surveys Customer Experience Feedback 292

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Customer Service 175

Customer Service Advertising B2C Big data 175

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? What you need is a bullet point list of all the places customers interact with you.

Customer Service 396

Customer Service Journey mapping Customer Experience 396

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. 13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media.

Customer Service 144

Customer Service B2C Feedback Marketing 144

Integrity Solutions

MAY 14, 2024

“Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest. . When viewed through this lens, it’s easy to see how sales negotiation fits into a customer-centered sales and buying journey. It’s uncomfortable.

Sales 89

Sales Construction Feedback Personalization 89

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. What is survey fatigue?

Surveys 95

Surveys Feedback B2B SaaS 95

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Routing directs the call to the relevant destination.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

Call Design

MAY 14, 2024

There’s no limit to what types of segments this will work for. Shift Bidding (Regular, Sequential or Flexible) There are different types of Shift Bidding. There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Analyzing extensive datasets to forecast trends.

B2B 94

B2B CRM Enterprise Upselling 94

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. You have to know each member’s strengths and align them to the proper positions, balancing expertise with skills gaps to ensure success – and provide opportunities for growth.

Customer Service 59

Customer Service Scripts Banking Analytics 59

AWS Machine Learning

OCTOBER 26, 2023

One of the key requirements for many customers using Drupal is the ability to easily and securely find accurate information across all the documents in the data source. Based on the configuration of the Drupal connector, you can synchronize the connector to crawl and index different types of Drupal content such as blogs and wikis.

APIs 99

APIs Accountability Engineering Enterprise 99

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 102

Customer retention Upselling CRM SaaS 102

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 113

SaaS Journey mapping Upselling Best practices 113

Working Solutions

MARCH 30, 2022

Satisfying your customer’s needs is vitally important to the success of your business. Happy customers translate to higher revenues as they buy more, and they keep coming back. Heightened expectations of those customers mean they demand 24/7 service and support.

Customer Service 124

Customer Service Customer Experience 124

Vistio

MARCH 14, 2024

Role playing is a training technique where one poses as a customer so that a new hire can practice a customer service skill in a completely safe, demo environment. Some contact centers might call this “side jacking” where you listen in on a customer service call. It’s as if she forgot how to type and I felt so bad.

Scripts 52

Scripts outsourcing Contact Center Personalization 52

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Totango

AUGUST 18, 2021

Freemium onboarding forms a critical stage in users’ path to becoming paying customers. In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns. Different Types of Freemium Onboarding Sequence Emails.

Best practices 117

Best practices Benchmark SaaS Enterprise 117

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

aircall

NOVEMBER 15, 2022

Our team’s idea was a chat application, which would be embedded in an Integration like Intercom, where an agent can collect contact details of customers and connect with them later to follow up on customer queries. Ever since I joined Aircall, it has been a rollercoaster ride. Such is the magic of engineering hackathons.

Engineering 124

Engineering Surveys Personalization Management 124

Integrity Solutions

APRIL 23, 2024

They bring talent and a track record of success from their college programs and in most cases are highly motivated. They’re eager, have often come from other places where they’ve had great success, and have all the “measurables.” The annual NFL Draft is always full of intrigue for many reasons.

Coaching 60

Coaching Sales Accountability CRM 60

TeleDirect

JANUARY 16, 2023

There are 3 types of service call centers: inbound, outbound and IVR. Continue reading to learn more about which type will work for your business. What Are the Different Types of Call Centers? What Types of Companies Use Call Centers? Successful ones. This depends on your unique business model and needs.

Call Center 62

Call Center Interactive Voice Response Contact Center Scripts 62

VirtualPBX

FEBRUARY 2, 2023

For small businesses, advances in technology have changed the way they communicate with employees, vendors, and customers across a spectrum of devices and methods. This guide will introduce small businesses to three types of communication methods that are essential for their success in 2023. Have a question about our plans?

voip 98

voip Technology 98

ChurnZero

APRIL 22, 2022

Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When a customer sees a message while using your product, they’re already in the state of mind to engage with you.

Accountability 98

Accountability Consulting Consulting Best practices 98

24-7 InTouch

APRIL 12, 2024

With the help of AI and automation, social commerce has the potential to transform likes and shares into sales and loyal customers. This type of content needs to be carefully monitored for success. Brands can drive conversions by staying in the know with these tools and trends.

Analytics 52

Analytics Sales 52

C3Centricity

MARCH 25, 2024

So I decided to do just that with this post, but first a warning; customer understanding is being lost! These numbers made me realise that customer understanding risks being forgotten and then constantly reinvented by newly hired people in marketing and market research positions. Why is this? years in their position.

Marketing 90

Marketing B2C B2B Consulting 90

Outsource Consultants

APRIL 18, 2024

Take Customer Satisfaction (CSAT), for instance. It’s more important to you and your customer if you understand the nuance between different metrics and their respective impacts. Inbound Call Center Metrics: Customer Experience Metrics: NPS (Net Promoter Score): Evaluates customer loyalty and their likelihood to recommend your service.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 118

B2B Journey mapping SaaS Engineering 118

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Best practices 52

Best practices Accountability Management Metrics 52

JivoChat

FEBRUARY 13, 2023

There are several online courses available that aim at how to create campaigns that will help you convert leads into customers by creating attractive and compelling content and design for your emails. Emails are not only a sales tool but also a means to keep in contact with your customers and leads, providing them with high-quality content.

Marketing 75

Marketing B2B B2C Chatbots 75

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What Do Customers Value in CX? Convenience. Friendly service.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71