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

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? But what is the difference between relationship and transactional surveys? Relationship NPS surveys.

Surveys 60

Surveys Customer Experience Feedback Metrics 60

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

Connecting the Dots

OCTOBER 21, 2024

Broetzmann Companies have tried for decades to improve customer complaint resolution without notable success. 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

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. Some of the company’s customer service stories, like the Star Trek chat exchange an agent had with a customer, are the stuff of legend.

Customer Service 63

Customer Service Surveys Customer Support 63

CSM Magazine

MAY 16, 2023

Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey. The Sunday Times survey is widely respected but also hugely important as it is based on comments from our employees across a range of areas.

outsourcing 52

outsourcing Business Process Outsourcing Telecommunications Government 52

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. Since 2012 we have started receiving ratings from our customers. Sure, you hope to get 10 out of 10. Not so fruitful years.

Gamification 75

Gamification Surveys Feedback Customer Support 75

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? But what is the difference between relationship and transactional surveys? Relationship NPS surveys.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Founded in 2011, Sigma employs over 4,000 people and is expanding its operations from state-of-the-art contact centres in the UK, Australia and South Africa.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

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

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

24-7 InTouch

MARCH 15, 2023

Since 2011, the gaming industry’s market size has exploded from a respectable $38.62 You can track your CSAT scores by conducting brief surveys after customers have received support. For instance, suppose that a string of customers encounter a bug with your game and contact the support line.

Customer Experience 52

Customer Experience outsourcing Metrics Surveys 52

bold360 Blog

NOVEMBER 25, 2019

It’s all eroding agent morale when they’re unable to meet customer expectations. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. She’s seen exponential growth, not only in LogMeIn’s products, but also in what customers already know when they reach out.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. In 2011 Gartner predicted that. Contact Center and CX Research and Reports. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

SmartKarrot

APRIL 13, 2020

Source: Survey Sparrow. Setting up a SaaS business requires a tailored approach to ensure rapid installation and seamless integration with customers’ systems. Being one of the world’s top 10 SaaS companies, their products support tens of millions of daily users worldwide. Customer Support. billion in 2017.

SaaS 19

SaaS Engineering APIs Analytics 19

SmartKarrot

MARCH 25, 2021

In 2011, employees tested how the commercial licensing worked on all Youtube videos before it became public. Asana uses dogfooding to engineer task lists, take feedback, run through interview questions, surveys, design the product roadmap, find bugs, capture user feedback, and understand product better. Who does the Dogfooding?

SaaS 10

SaaS Feedback Advertising B2B 10

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? In a 2021 report, 70% of agents surveyed reported feeling overwhelmed.

Customer Service 85

Customer Service Chatbots Best practices Surveys 85

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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 95

Customer Service Multichannel Chatbots Healthcare 95

Comm100

MARCH 27, 2023

In our higher ed survey , 95% of students said they are at least somewhat open to receiving support from a chatbot. Provide 24/7 support Since chatbots can handle most requests without intervention, they allow schools to offer 24/7 support in a cost-effective way. 58% of students think it’s very important.

Education 69

Education Chatbots Wait times Surveys 69

Comm100

FEBRUARY 1, 2023

For these reasons, introducing improved online services does more than support distance learning and online students. Improve the student experience Live chat has now become the most popular support channel for students, and a variety of studies show how online chat for education can improve the student experience.

Education 74

Education Wait times Personalization Surveys 74