ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. Census records.

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

CSM Magazine

FEBRUARY 17, 2021

Danish customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa US$15m deal. The acquisition supports Dixa’s long term vision to simplify more aspects of customer service through personalisation and machine learning.

Customer Support 52

Customer Support Multichannel Best practices Marketing 52

CSM Magazine

NOVEMBER 4, 2021

Teams Users Gain New Option for Integrated Customer Support with Unique Multi-Camera Livestreaming Video Capabilities. Teams users can utilize ADTANCE Smart Services for digitizing the entire customer service lifecycle including live remote customer support, ticketing, document management, workflow and predictive maintenance.

Customer Service 52

Customer Service Automotive Engineering Sales 52

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

CSM Magazine

FEBRUARY 2, 2021

Multi-angle, livestreaming customer support accelerates machine repairs, improves remote training and facilitates long distance collaboration for machine operators and technicians. ADTANCE Support now allows closed sessions to be reactivated and viewed again at any time.

Customer Support 75

Customer Support Automotive Engineering Sales 75

Netomi

SEPTEMBER 10, 2022

Customer service is becoming a critical driver of how a company is perceived, what drives consumer loyalty and determining where they open their wallets. Companies are equally praised for the exceptional support they provide, while others are relentlessly chastised for failing to deliver.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.

Chatbots 86

Chatbots Customer Service Wait times Technical Support 86

delighted

OCTOBER 5, 2021

Have you ever experienced amazing customer service that went above and beyond your expectations? Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.

Metrics 91

Metrics Customer Service Surveys Journey mapping 91

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

Return Customer

JULY 25, 2018

Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere. In addition, 97.6%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

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 92

Customer Service Chatbots Banking B2C 92

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

Customer Support 78

Customer Support Customer Care Customer Service Personalization 78

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Navsher Puar , Support Team Lead.

Customer Support 56

Customer Support Self service Technical Support Consulting 56

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Quantifying the impact of bad customer service. Has Covid-19 widened the disconnect? .

Customer Service 52

Customer Service Customer Support Customer Experience Technology 52

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

Customer Support 53

Customer Support Customer Care Customer Service Personalization 53

Language I/O

JULY 18, 2019

In 2015, the customer service team at FinTech company, Taulia, was tasked with a challenge: Find a way to provide multilingual customer support to customers.

Customer Service 40

Customer Service Customer Support 40

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more.

Customer Service 54

Customer Service Customer Support Technology Customer Care 54

ProProfs Blog

AUGUST 24, 2018

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Take your customer relationships seriously. Walgreens’ Customer’s Health Scare. We’ve all been there.

Customer Service 111

Customer Service Accountability Management Marketing 111

Vcaretec

JUNE 6, 2022

Increased spending is great for retailers, but with more spending comes an increased demand on customer care and customer support teams. Customer satisfaction numbers must remain high, even as shopping volumes increase. That means that retailers need to be able to scale up their customer service teams seamlessly.

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

Provide Support

DECEMBER 1, 2015

Customer Service Team Workspace Security. But here are some general tips that can help to create and promote a safer work environment of your customer service team. But here are some general tips that can help to create and promote a safer work environment of your customer service team. For employees: 1.

Customer Support 41

Customer Support Personalization Customer Service 41

Fonolo

FEBRUARY 13, 2018

Chat-based customer service is growing quickly. First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. between 2015 and 2016.” [ source via here ]. This is a harder question to answer than you might think.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interconnected and interrelated. The recent stats from 2015 U.S. Does it exist? I feel that it does.

Customer Service 87

Customer Service Self service First call resolution Feedback 87

Bright Pattern

NOVEMBER 8, 2018

Customers want effortless, personal customer service across all channels including digital channels like in-app and social messengers , but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience.

Customer Service 49

Customer Service Contact Center Technology Personalization 49

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 60

Chatbots Customer Service Banking Healthcare 60

Vonage

MARCH 11, 2016

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Like an estimated 57 percent of customers , I first went online to find some self-help. Time to call.

Customer Support 63

Customer Support Wireless Technical Support Average Handle Time 63

LiveChat

JULY 25, 2017

That’s up from 2015’s 16.2 Why is it so important to provide constant customer service through the trusted communication channels? Look at it from your customers perspective. There’s no way customers won’t appreciate your customer service over chat – all you have to do is to be available and responding quickly!

Customer Support 52

Customer Support Customer Service Sales Personalization 52

Provide Support

AUGUST 18, 2015

Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction. Ease of access and speed of support. How can you ensure that your customer service is swift and easily available? Let’s look at each one of them.

Customer Service 87

Customer Service Customer Care Self service Personalization 87

Provide Support

MAY 4, 2016

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. © 2003 - 2015 Provide Support LLC.

Customer Service 44

Customer Service Customer Experience Best practices Customer Support 44

Provide Support

MARCH 22, 2016

The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 50

Customer Service Customer Experience Customer Support 50

Provide Support

AUGUST 11, 2016

What It Takes to Have a Best Performing Customer Service Team. There are many reasons why you should care to build a great customer service team. One is, customer service is as important to a business as any other department, such as sales or marketing for example. © 2003 - 2015 Provide Support LLC.

Customer Service 50

Customer Service Marketing Sales Best practices 50

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. And, not surprisingly, they will no longer tolerate poor customer service. Read more.

Customer Service 51

Customer Service Customer Support Contact Center Customer Experience 51

Kayako

FEBRUARY 7, 2018

Customer support reps—just like anyone else—need one-on-one time with their managers and direction to hone their skills and develop their craft. The work of a customer support rep spans a spectrum of psychology, hard and soft skills, and emotional intelligence. A final tip on customer support coaching.

Coaching 84

Coaching Customer Service Feedback Customer Support 84

Provide Support

FEBRUARY 16, 2016

In today’s blog I would like to speak about efficiency in customer service, to look at this subject from personal experience. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Below are my few tips on how you can bring yourself to a more efficient state of mind.(.). Read more.

Customer Service 47

Customer Service Personalization Best practices Customer Support 47

NICE inContact

JUNE 14, 2016

One of the biggest complaints about companies’ social media presences is a lack of responsiveness, resulting in the appearance that they don’t have any social customer service. A Sprinklr study from 2015 found that nearly 50% of consumers are ready and willing to share negative experiences with a brand on social media.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51

Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. engagement with the customer. This can be applied to marketing, sales, and customer support.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105