ProProfs Blog

FEBRUARY 18, 2019

Customer retention, customer loyalty, customer engagement, phew, these words are all I read about these days. Ask any customer support expert, and they’ll go on about how good NPS is and how companies are adopting it and using it to their advantage. Created in 2003 by Fred Reichheld, Bain & Co.

Benchmark 123

Benchmark Surveys Sales Metrics 123

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. © 2003 - 2015 Provide Support LLC. Read more.

Self service 77

Self service Customer Support Customer Service 77

Fonolo

APRIL 1, 2021

AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. He has been advising contact center outsourcers, their clients, industry associations, BPOs and governments on everything from marketing penetration to service delivery since 2003.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Comm100

MAY 11, 2020

Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!

Customer Support 59

Customer Support Chatbots Surveys Wait times 59

Lumoa

NOVEMBER 8, 2018

Net Promoter Score (NPS) As you could clearly see from the graph, NPS is the favourite customer experience metric among Nordic companies. The same applies also globally.About two thirds of all companies are using it to define where they stand in terms of the customer experience. Now most of Fortune500 companies, incl. Why use CSAT?

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

Help Scout

MAY 14, 2021

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. We’re absolutely obsessed with customer success.”. But what does this actually mean?

Benchmark 111

Benchmark Metrics Customer Support Customer Service 111

Provide Support

OCTOBER 28, 2015

However, other stats showing how big an impact those small number of customers reaching out via social media (compared to other, traditional customer service channels) have on the brand’s image, reputation and in the end, sales volume, become even stronger motivation to put in time and effort into the development of social customer care.(.).

Customer Care 89

Customer Care Sales Customer Service Best practices 89

Provide Support

NOVEMBER 1, 2017

In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes. Very often, though, dissatisfied customers don’t give voice to the complaints. Read more.

Feedback 151

Feedback Customer Support Customer Experience 151

Provide Support

SEPTEMBER 6, 2017

Obviously, it’s no longer a question if your business should listen to customers on social media – it’s a question of how you listen and, what’s even more important, how you respond. By delivering great customer support on social media, you can truly build stronger relationships with customers and improve customer loyalty.

Customer Service 70

Customer Service Customer retention Customer Support Customer Care 70

Comm100

MAY 11, 2020

Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!

Customer Support 52

Customer Support Chatbots Surveys Wait times 52

Provide Support

MARCH 15, 2017

So what are the most common mistakes made by customer service professionals? In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. Is your customer support team guilty of any of them? © 2003 - 2017 Provide Support LLC.

Customer Service 70

Customer Service Customer Support 70

Provide Support

DECEMBER 1, 2015

© 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Organizations use special security tools to process and store such type of data. However, there are also important guidelines to follow by employees. They will help to keep information protected and avoid data leakage:(.). Read more.

Customer Support 41

Customer Support Personalization Customer Service 41

ProProfs Blog

MARCH 26, 2020

As per its definition, the NPS score is a metric that helps measure customer experience of your brand, gauge customer loyalty and satisfaction levels. In 2003, Bain & Company and Satmetrix adopted this score to understand customer’s buying and referral behavior. How Is It Calculated? Identify the Weak Business Areas.

Surveys 139

Surveys Metrics Feedback Advertising 139

Call Experts

DECEMBER 2, 2021

If you want the best virtual receptionists and live answering service to manage your customer support, Call Experts and Call Ruby are here for you. Our solutions help your business improve results while minimizing the time you need to spend on customer support. What Are the Unique Benefits of Call Experts?

Accountability 98

Accountability Answering services Consulting Consulting 98

Provide Support

MAY 23, 2017

While 80% of businesses believe they provide excellent customer service, only 8% of customers believe they are actually receiving excellent service. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more. Permalink | No comment.

Customer Service 69

Customer Service Benchmark Marketing Best practices 69

CX Global Media

JULY 9, 2019

About Randy Rubingh : The author of “Call Center Rocket Science” , Randy has more than 25 years’ experience building, managing, and leading customer support organizations. An author and a frequent international speaker on customer service, contact centers, cx, operational transformation, CRM, sales, and team building.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Provide Support

SEPTEMBER 27, 2017

Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. But beyond that, there are certain characteristics and qualities that set excellent customer service employees apart. (.). © 2003 - 2017 Provide Support LLC. Read more.

Personalization 59

Personalization Customer Service Customer Support Best practices 59

ProProfs Blog

JUNE 19, 2020

Based on a rating scale, Net Promoter Score or NPS was ideated by Fred Reichheld, a partner at Bain & Company, in 2003. This metric was devised to measure the level of customer satisfaction. NPS helps companies understand the impact they have on their customers. What Is NPS.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

ProProfs Blog

FEBRUARY 12, 2019

These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score. Developed by Fred Reichheld, Bain & Company, and Satmatrix in 2003, NPS is a tool to measure customer experience and loyalty. Defining Net Promoter Score.

Surveys 102

Surveys Benchmark Feedback Metrics 102

Provide Support

NOVEMBER 24, 2015

Technology has changed to the point that a customer can learn anything they want about a product (or brand) on their own, before they even speak to a company representative. With all this power comes great responsibility, so here’s my reasons for using social media for customer support (I encourage brands to take notice):(.).

Customer Service 55

Customer Service Customer Support Technology Customer Care 55

Provide Support

MARCH 2, 2016

On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

Customer Service 57

Customer Service Best practices Customer Support Contact Center 57

Provide Support

OCTOBER 16, 2019

Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved. Loyal customers help you acquire new customers even better than any marketing campaign.

Marketing 50

Marketing Customer Support Customer Service Customer Experience 50

Provide Support

AUGUST 30, 2016

Gone are the days when we didn’t need to worry about using social media for customer support. What’s more, whenever people turn to social for customer support, they want a response much faster than most organizations are either willing or able to provide. © 2003 - 2015 Provide Support LLC. Read more.

Surveys 47

Surveys Customer Support Marketing Customer Service 47

Provide Support

DECEMBER 16, 2015

With more and more channels becoming available for customer communication, many small business owners naturally start questioning themselves which of these channels would be the best fit for their customer support needs. And last but not the least, customer support agents absolutely love it.(.). Read more.

Customer Support 44

Customer Support Technology Customer Service 44

Provide Support

AUGUST 4, 2016

Customer support teams in particular can become overloaded and burned out if the company is growing faster than the team has capacity to handle. There’s a big expectation on support teams to continue providing reliable service to customers at all times, and to never let the cracks show. © 2003 - 2015 Provide Support LLC.

Customer Support 43

Customer Support Accountability Best practices Customer Service 43

Provide Support

MARCH 22, 2016

As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your customers, their preferences and service expectations. © 2003 - 2015 Provide Support LLC. Read more. Permalink | No comment.

Customer Service 51

Customer Service Customer Experience Customer Support 51

Provide Support

JUNE 2, 2016

And, not surprisingly, they will no longer tolerate poor customer service. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience.(.). Read more. Permalink | No comment.

Customer Service 52

Customer Service Customer Support Contact Center Customer Experience 52

ProProfs Blog

APRIL 10, 2020

A widely used customer loyalty metric, NPS surveys , asks only one simple question from the customer, “ How likely are you to recommend the product/service to a friend or colleague”? The customer should give their answer on a scale of 0-10. Customer Efforts Score (CES).

Surveys 109

Surveys Abandon rate Feedback Customer retention 109

Provide Support

AUGUST 11, 2016

The four key steps below are your landmarks for creating a best performing customer service team.(.). © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. If you want to have a team of champions who will propel your business, it’s good to start off with a decent plan. Read more.

Customer Service 51

Customer Service Sales Marketing Best practices 51

ProProfs Blog

FEBRUARY 7, 2019

This is the basic structure of the fundamental NPS question put forth by Frederick Reichheld in collaboration with Bain & Company way back in 2003. On a scale of 0 to 10, with 10 being highest, what’s the likelihood that you would recommend our company to a friend or a colleague?

Benchmark 79

Benchmark Surveys Metrics Feedback 79

Provide Support

SEPTEMBER 14, 2017

More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. FAQ page for self service.

Self service 45

Self service Education Customer Support Customer Service 45

Provide Support

AUGUST 23, 2016

In fact, according to the Zendesk Benchmark report , live chat has the highest satisfaction level for any customer service channel. A live chat channel provides clients access to warm, friendly customer support without having to pick up the telephone. © 2003 - 2015 Provide Support LLC. Read more.

Benchmark 42

Benchmark Customer Support Customer Service Best practices 42

Provide Support

FEBRUARY 16, 2016

© 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. It seems that the biggest hurdle to greater efficiency is one’s psychological state, which can block your progress in many different ways. Below are my few tips on how you can bring yourself to a more efficient state of mind.(.). Read more.

Customer Service 48

Customer Service Personalization Best practices Customer Support 48

Provide Support

APRIL 3, 2018

And customers who feel they are cared for, are the ones that will return. The bottom-line is that you can’t have delighted customers with disengaged, or even disgruntled employees. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. That’s where you need to start. (.). Read more.

Customer Service 51

Customer Service Management Employee engagement Customer Experience 51

Provide Support

JANUARY 7, 2019

A complete system redesign made it possible to add new functionality and start working on major upgrades which will help to improve live chat customer experience and increase customer engagement and customer support team productivity. © 2003 - 2017 Provide Support LLC. Modern embedded chat window.

Customer Support 40

Customer Support Customer Experience Customer Service 40

Provide Support

MAY 4, 2016

Good training not only boosts productivity, but ensures a higher quality of customer service, which leads to more satisfied customers, increased customer loyalty, and happier employees as well. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. The benefits are innumerable.(.).

Customer Service 45

Customer Service Customer Experience Best practices Customer Support 45

Creative Virtual

JUNE 22, 2020

When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space. Several years ago, there was a sudden burst of interest in chatbots and virtual agents along with ways AI could be used for customer support.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52