Bill Quiseng

JULY 28, 2014

Each company faces the task of managing their overall customer service experience so that it’s the most positive that it can be. Regardless of what industry an organization is part of, customer service remains a central part of a company’s operations and improvement should always be strived for.

Customer Service 126

Customer Service Best practices Customer Support Management 126

Contact Center Pipeline

AUGUST 25, 2015

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything. In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to.

Multichannel 100

Multichannel Customer Service Contact Center Metrics 100

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. As the leading provider of intelligent pet products, customer service has been a major focus for us since day one. We knew that creating a great product means nothing unless you back it up with amazing customer service.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Return Customer

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. And it works. Clear path to purchase. Conclusion. About the Author.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. Customers are discussing a company’s products and brand in real time.

Customer Service 117

Customer Service CRM Personalization Customer Experience 117

ShepHyken

JUNE 28, 2019

But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

Contact Center 289

Contact Center Self service Banking Airlines 289

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 113

Technology Customer Service Gamification Wireless 113

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 108

Customer Service Customer centricity Self service Personalization 108

CCNG

OCTOBER 19, 2022

(Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x Temkin, 2018).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Customers That Stick

JANUARY 19, 2015

It has been a great run of mashed up customer service and customer experience tips, tricks and observations, but it’s time to evolve. Volume 35: September 2014 – Fewer Choices, More Happiness: A review of the key findings of Barry Schwartz’s book The Paradox of Choice and their relevance to customer experience.

Self service 100

Self service Customer Experience Customer Service 100

Win the Customer

FEBRUARY 1, 2016

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. The hard part is that social media never sleeps.

Customer Service 90

Customer Service Management Technology Customer Experience 90

Customers That Stick

JUNE 14, 2019

In November 2013, we released our concept of the 7 Service Triggers, a unique approach to discovering the most common hot buttons that affect broad segments of customers. The foundation of the 7 Service Triggers was built upon the idea that our customers do not come to us as a blank slate. Read the rest here. »

Customer Service 79

Customer Service 79

ShepHyken

DECEMBER 30, 2016

Customers Consider Eco-Friendly Minded Businesses before Purchasing. The 2013 findings of a Green Gap Trend Tracker research conducted by Cone Communications found that at least 71 percent of shoppers in America think about the environment when shopping.

Surveys 218

Surveys Accountability Management Customer Service 218

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Fraudulent callers may not be able to answer particularly personal questions about a customer.

Call Center 345

Call Center Banking Contact Center Accountability 345

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Beyond Philosophy

JUNE 11, 2015

Now, we come to retailers which had customer loyalty programs, usually of long-standing, and elected to discontinue them.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

CSM Magazine

NOVEMBER 18, 2024

” Recent data reveals that 80% of consumers want to see AI in customer service, but only 15% of brands have fully deployed such technologies. The CommBox platform has become a strong partner for brands operating in industries such as financial services, insurance, healthcare, utilities, logistics, and the public sector.

Customer Experience 52

Customer Experience Healthcare Enterprise Chatbots 52

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Published on: September 16, 2015.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 98

Customer Service Chatbots Banking B2C 98

kommunicate

FEBRUARY 13, 2021

and Kommunicate to understand how these tools can build better relationships with your audiences by offering 24/7 customer service and serving up the right message at the right time. offer a live chat service since 2013 focussed on creating an ecosystem of customer communication. On the other [.].

Customer Service 97

Customer Service 97

Win the Customer

SEPTEMBER 28, 2015

Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options.

Customer Experience 102

Customer Experience Technology Customer Service 102

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. If you enjoyed this post, you might be interested in the following blogs: Didn’t Believe Amazon Was Customer Centric Before? You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Toister Performance Solutions

DECEMBER 19, 2017

Many customer service employees view the holidays with dread. Some customer service employees experience all that coupled with their absolute busiest time of year. Here is an overview of each one and how it may harm your customer service. A 2013 Gallup poll found that 40 percent of us get less than that.

Customer Service 73

Customer Service Agent burnout Contact Center 73

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. They are an effective, low-cost solution for customer support.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. In social media, customer service has been something of an afterthought and is still very much in its infancy.

Customer Service 69

Customer Service Banking Metrics Marketing 69

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Aspect

APRIL 3, 2018

What did your contact center look like in 2013? Social media takes center stage: Two-thirds of consumers already expect your brand to offer customer service on social media. Service you can reach out and touch: Advances in augmented and virtual reality afford a number of new possibilities for customer service agents as well.

Customer Service 57

Customer Service Construction Contact Center Personalization 57

CSM Magazine

OCTOBER 23, 2024

” Digital certification and job completion reporting is important for Bedale’s clients and these have boosted customer service as worksheets and certificates can be shared with the client as soon as a job has been completed. “BigChange has transformed the management of our mobile operation,” Lunnon concluded.

Management 52

Management Engineering CRM Finance 52

Totango

MAY 27, 2022

Another difference from the sales-led growth strategy is that when you let your product-led growth, your sales process works in tandem with the entire customer-facing side of your business. Your marketing, sales, customer service, and customer success teams all help support a satisfying experience of your product that will promote a purchase.

SaaS 126

SaaS Customer retention Sales Marketing 126

Vonage

JANUARY 3, 2017

At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 billion less than in 2013. But, what makes customers switch to a competitor?

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

Customer Guru

JANUARY 3, 2018

Mr. Patel is a leading Customer Service Consultant in India. Having worked with leading organizations such as ClearTax and Amazon, and across multiple industries, he has closely observed the impact that customer experience has on the growth of any business. One can only imagine how customers would have really felt!

Consulting 83

Consulting Consulting Customer Service Customer centricity 83

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. But we still expect our employees to be engaged and to work hard under conditions like this, and to provide GREAT customer service!

Morale 167

Morale Employee engagement Surveys Management 167

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. If you are there for your customers, they’ll want to be there for you. A strong customer relationship is rooted in exemplary customer service and support.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

CSM Magazine

SEPTEMBER 11, 2024

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Customer Service 52

Customer Service Engineering CRM Finance 52

Global Response

FEBRUARY 17, 2025

Informing staff training and development Often these pain points and service gaps prove significant and widespread enough to signal to a business owner that some changes need to be made for more efficient processes and higher customer satisfaction. Look at your data to predict trends. Do certain issues only arise at peak seasons?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81