CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

TechSee

MAY 7, 2019

The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for brands and retailers, with Accenture reporting back in 2011 that 68% of all consumer electronics (CE) returns fall under the umbrella of No Fault Found (NFF), situations when an item is returned despite functioning properly.

Surveys 107

Surveys Entertainment Education Self service 107

Squelch

DECEMBER 17, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards. Additional Resources.

Upselling 80

Upselling SaaS Best practices Customer Support 80

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN. They were tasked to deal with enquiries like these: A customer didn’t receive a shipment. A customer had an item held at customs.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Inbenta

NOVEMBER 13, 2017

Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011. Voice recognition: The concept of computers which could understand our voice had been around for the 50 years or so before Apple’s Siri and Google both brought it into the mainstream. Interested in finding out more?

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. The 2011 movie “Moneyball” documented the introduction of this in Major League Baseball. How long have you been a customer with us?

Surveys 97

Surveys Metrics Feedback Marketing 97

IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. The very nature of the device meant that from the get-go, customer excellence was entrenched in device performance and after-sales service. Multilingual support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. The very nature of the device meant that from the get-go, customer excellence was entrenched in device performance and after-sales service. Multilingual support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

ProProfs Blog

JULY 19, 2019

Overall this resulted in additional revenue of $25 million in 2011 alone. . Wendy’s one of the most active brands on Twitter, has increased its popularity greatly with its witty replies to customer posts, and sassy tweets directed at other brands.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Aspect

JANUARY 15, 2019

In 2011 Netflix unbundled video streaming from its DVD mail service and added a 60 percent price increase for customers who wanted to keep both plans. This makes customer service a central (although certainly not the only) competitive differentiator for Netflix. . Raising prices of course does not come without risk.

Customer Service 63

Customer Service Surveys Customer Support 63

OctopusTech

MARCH 9, 2021

We’ve grown to become one of the leading outsourcing companies in customer support. Our services include telemarketing, inbound and outbound call center services, lead generation, chat support, virtual assistant services, and email support services.

Call Center 62

Call Center Real estate outsourcing Telemarketing 62

ProProfs Blog

AUGUST 24, 2018

Well, something similar happened in Australia back in 2011, when Gasp employees were downright mean to a woman who was shopping for bridesmaid dresses. Remember that scene in “Pretty Woman” when the saleswomen in a posh Los Angeles department store talk down to Julia Roberts?

Customer Service 111

Customer Service Accountability Management Marketing 111

CSM Magazine

MAY 16, 2023

Co-founded by Mr Gilburd and Mr Harfield in 2011, Sigma Connected has gone onto employ over 5,000 people at its offices in Birmingham, South Africa, Australia and the United States. Services include customer service management, collections, complaints handling, and vulnerable customer support.

outsourcing 52

outsourcing Business Process Outsourcing Telecommunications Government 52

Connecting the Dots

OCTOBER 21, 2024

That study found that the expectations of many customers were not being met. Products people wanted were frequently out of stock, quality was often shoddy, and repairs and customer support were often poor.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

SharpenCX

AUGUST 19, 2020

Learn four (of the many) reasons we think Buffer sets an outstanding example for how to build the best customer service experience. They tout a customer-centric vision and values (and they have the action to back it up). They put the best customer service experience at the core of their business model from day one.

Customer Experience 67

Customer Experience Morale Customer centricity Customer Support 67

OctopusTech

MARCH 2, 2020

Since 2011, Octopus Tech has been helping companies stay agile in a dynamic world. In our increasingly digitized world, it’s essential for companies to stay on top of ever-changing technologies to maintain a competitive edge.

outsourcing 62

outsourcing B2B Feedback Marketing 62

Nicereply

NOVEMBER 21, 2019

by Gabriel Holota, who works there as a Customer Support Manager. We stumbled upon it when talking with Gabriel and thought it might be of interest to the rest of our readers and customers. The following blog post was originally written for the internal purposes of Profesia.sk

Gamification 75

Gamification Surveys Feedback Customer Support 75

ProProfs Blog

JULY 30, 2021

Netflix started out on a humble note in 1997 by renting out DVD discs to customers. That resulted in Netflix’s subscriber base increasing to a whopping 23 million by 2011. In Spite of good profits, they went into unexplored space like streaming video. Further, their innovation did not stop there. Image Source: Ziff Davis, LLC.

Surveys 167

Surveys Marketing Feedback Analytics 167

CSM Magazine

NOVEMBER 2, 2023

Services include customer service management, collections, complaints handling, and vulnerable customer support. The company’s McLaren Credit Services division also supports a range of clients who are looking to outsource their account and debt collection processes.

outsourcing 52

outsourcing Business Process Outsourcing Government Surveys 52

CSM Magazine

JUNE 4, 2020

Sand Studio, a mobile device management (MDM) solution provider, today announced the release of a brand new remote support solution for business users, enabling a new and efficient way for customer support staff to solve both software and hardware issues using one unified application. About Sand Studio.

Customer Service 52

Customer Service Customer Support Enterprise Analytics 52

CSM Magazine

JULY 4, 2024

Services include customer service management, collections, complaints handling, and vulnerable customer support. The company’s McLaren Credit Services division also supports a range of clients who are looking to outsource their account and debt collection processes.

Customer Service 52

Customer Service outsourcing Business Process Outsourcing Government 52

Amity

AUGUST 5, 2016

So I always wondered, “ What happened with that customer? ” And I knew Customer Success was the evolution of that. At Achievers, there are two main components to our CS team – the CSMs and our Customer Support Services team. We’re really focused on customer satisfaction and customer engagement.

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

CSM Magazine

JANUARY 23, 2023

About Sigma Connected Sigma Connected is a multi-award-winning Business Process Outsourcing (BPO) provider that specialises in outsourced (white-label) contact centre services, business process outsourcing, training and consultancy services, collections, complaints handling, customer services and vulnerable customer support services.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

Comm100

NOVEMBER 13, 2022

Omnichannel customer service software connects every digital channel into a unified platform, bringing improved efficiency and CX, to name a couple of its many benefits. If you’d like to learn how omnichannel customer support can transform your operations, this guide is the best place to start. Commonly supported channels.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). And one department that is particularly vulnerable to this is customer support. Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Talkdesk

JUNE 24, 2016

In fact, our product was created at a Twilio hackathon in 2011. Hacks were judged by our Scott Allison, Director of Customer Support, Blaire Fernandez, Director of Customer Success, and João Quitério, Engineering Manager. With that in mind, we hosted our second hackathon in less than a year on June 8 and 9.

Call flow 51

Call flow Contact center software Engineering APIs 51

Customer Guru

MARCH 7, 2018

ShopClues.com was launched in 2011 via Facebook with a team size of 5. However, with efforts towards improved logistics, fulfillment, technology-backed customer service, and a dedicated customer support team, we have ensured a smooth experience. vibrant community of merchant partners. About ShopClues.

Advertising 61

Advertising Customer centricity Customer Experience Customer Support 61

24-7 InTouch

MARCH 15, 2023

Since 2011, the gaming industry’s market size has exploded from a respectable $38.62 Offer Timely Customer Support When gamers run into a problem with your product, it is vital that you offer timely, efficient support. By outsourcing content moderation, you can focus on providing other types of customer support.

Customer Experience 52

Customer Experience outsourcing Metrics Surveys 52

CSM Magazine

AUGUST 12, 2020

Conversational support addresses these challenges and helps businesses quickly adapt to the changes from COVID-19, so they can help and connect with customers in a personal, human, efficient and scalable way.

Enterprise 52

Enterprise Morale Personalization Metrics 52

RichCall

MAY 7, 2018

Source: the Techaisle’s whitepaper, “Video-enabled collaboration and business growth: a winning combination” Turns out, video collaboration also helps customers in the same way it helps coworkers by: building trust and relationships by providing rich in-person experience. providing better customer support.

Contact Center 45

Contact Center Personalization Technology Customer Support 45

Squelch

JULY 30, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. REDWOOD CITY, Calif.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

Comm100

NOVEMBER 13, 2022

Today’s customer service expectations are sky-high, and companies need to do more. 99% of customers now believe that companies need to improve their service and support. So what ideas for improving customer service are most popular today? HubSpot designs customer support software designed to help companies grow.

Customer Service 95

Customer Service Chatbots Best practices Surveys 95

Comm100

MARCH 27, 2023

Intercom Headquartered: San Francisco, California Founded: 2011 The focus of Intercom’s education chatbot solution is the student lifecycle, providing tools for recruitment and engagement Top benefits of Intercom include: Chatbots are built around scalable customer support, handling common education questions automatically.

Education 79

Education Chatbots Wait times Surveys 79

Amity

JUNE 8, 2016

This information makes it easier for account managers to bucket customers into segmented tiers and scout for cross-sell and upsell opportunities, but all that data rarely gets shared with the rest of the company. Remember how Netflix lost over 800,000 subscribers in a few months when they suddenly raised prices back in 2011?

CRM 67

CRM Journey mapping B2C Government 67

Babelforce

SEPTEMBER 5, 2023

These systems come packed with features that allow businesses to analyze customer data and draw insights that can help improve customer experiences and business outcomes. recorded in a 2011 study). With every piece of customer data integrated, companies can draw actionable insights more effectively.

CRM 52

CRM Contact Center Call Logging Call Center 52

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

LiveChat

JANUARY 25, 2018

I wrote my undergraduate thesis about Bitcoin and the larger implications of open source finance in 2011. He became Coinbase’s first customer support agent. A couple of years later he hired a Director of Support and became the Head of Risk. Four months later their customer support team consisted of 43 people.

Personalization 44

Personalization Finance APIs Customer Support 44