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 Consulting Consulting 56

Vcaretec

JUNE 6, 2022

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 a whopping 10x! Clients met all of their customer care goals, even on the busiest shopping days of the year.

Customer Care 91

Customer Care Service level Sales Customer Support 91

Provide Support

NOVEMBER 3, 2015

In this blog post I decided to describe advantages and disadvantages of those ecommerce customer service options which will help you to provide exceptional customer service, win loyal customers and grow your business. (.). © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Customer Support 79

Customer Support Customer Care Customer Service Personalization 79

Beyond Philosophy

MAY 10, 2016

Early in 2015, in a campaign called ‘Make Today Matter’, TD Bank gave 24 customers in 24 different cities – one a day for 24 days – 24 hours to initiate projects that would benefit their local communities.

Marketing 186

Marketing Banking B2C Consulting 186

ShepHyken

MARCH 17, 2017

Moore’s customer service tip in a persistent messaging environment is to create specific teams for each client – because in the end, when you are at the human connection level, your customer service is only as good as the people providing that support.

Customer Service 238

Customer Service B2B Chatbots Personalization 238

Talkdesk

AUGUST 28, 2020

In my first attempt as a customer support representative, I was denied any promotion because I was “too valuable” in my current role. In the second one, I got fired after a false accusation of being involved in a colleague’s scheme to steal money from customer accounts.

Customer Experience 122

Customer Experience Technical Support Call Center Accountability 122

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

Mindtouch

MARCH 29, 2018

In April 2015, Google drew a line in the sand. A paradigm shift toward mobile-friendly content, one that coincides with another milestone that happened the same 2015: mobile searches surpassed desktop searches. The post The Shift Toward Mobile Micromoments (and What It Means for Customer Support) appeared first on MindTouch Blog.

Customer Support 59

Customer Support Self service Engineering Customer Experience 59

Provide Support

NOVEMBER 3, 2015

In this blog post I decided to describe advantages and disadvantages of those ecommerce customer service options which will help you to provide exceptional customer service, win loyal customers and grow your business. (.). © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Customer Support 53

Customer Support Customer Care Customer Service Personalization 53

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. Founded in 2015, ADTANCE is privately held with headquarters in Wald-Michelbach, Germany and offices in Detroit, Michigan USA as well as Stade, Germany.

Customer Support 75

Customer Support Automotive Engineering Sales 75

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

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

Contact Center Pipeline

JUNE 3, 2016

The Legal Solutions business of Thomson Reuters has been enjoying considerable success with its Small Law Firm Legal Professional Online Community since its launch in May 2015. The private online community is dedicated to legal professionals at small law firms (approximately 30 or fewer attorneys).

B2B 100

B2B Customer Support Contact Center Call Center 100

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

TechSee

JANUARY 30, 2018

Since 2015, object recognition has attained an error rate of 3.5% – even lower than the 5% baseline human rate – meaning that today’s machines surpass humans in the ability to recognize objects. However, sometimes even the remaining 3.5% of errors can be critical. Object recognition errors: Silly or serious?

Technical Support 116

Technical Support Entertainment Enterprise Marketing 116

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

Lumoa

OCTOBER 13, 2017

That is how you build trust and relationships with your customers. Respond to everyone Be available to your customers on social media and answer their requests. Let your social media function as a customer support channel. Find all the channels your customers are using for servicing and be there.

Customer Experience 102

Customer Experience Advertising Airlines Feedback 102

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

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

TechSee

DECEMBER 5, 2017

We’ve compiled a short list of innovative customer service technologies developed by talented companies that are dedicated to helping enterprises improve their customer experience at scale and successfully compete in today’s ever-changing business environment. Customers appreciate: Faster, personalized customer support.

Contact Center 116

Contact Center Technology Self service Call Center 116

LiveChat

JULY 25, 2017

That’s up from 2015’s 16.2 If you won’t be able to provide the service on the same level, your customers will go to the competition, the one who didn’t get lazy during summer and still manages to respond quickly. What are your thoughts on this and how do you deal with providing customer support during low season?

Customer Support 52

Customer Support Customer Service Sales Personalization 52

ProProfs Blog

APRIL 16, 2020

On the other hand, if your company is selling products in China or Japan, support needs to be offered in each of their respective native languages as English is not as widely spoken or understood in both these countries. Consistent customer support is the name of the game that you will be able to reach with the help of these tips. #1:

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. No – computer vision. Enterprise adoption of AI in CRM. Rise of Computer Vision.

CRM 164

CRM Personalization Self service Sales 164

Provide Support

DECEMBER 1, 2015

© 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. However, there are also important guidelines to follow by employees. They will help to keep information protected and avoid data leakage:(.). Read more. Permalink | No comment.

Customer Support 41

Customer Support Personalization Customer Service 41

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

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. His team ensures Volta’s stations are online and well-maintained and that their drivers, site partners, and advertising customers have an excellent experience.

Automotive 41

Automotive Management Enterprise B2B 41

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Right after 5 years, here we are in awe of his far-sightedness and witnessing the global economy crumble down like a house of cards.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

HGS

MAY 27, 2015

There is now a growing trend of contact centers supporting complex services outside the realm of what constitutes traditional customer service. I believe this will be a valuable differentiator for customer experience management specialists in the future. Wed, 05/27/2015 - 14:41. Customer Service. Contact Center.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Netflix (@netflix) July 22, 2015. However, they’re also using their marketing platforms to offer support to customers with witty interactions. Netflix and chill? No, really. pic.twitter.com/ezcZ7V0peN.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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. You’ll be better able to improve the personalization process of your website or app by using data to dictate certain actions that affect your customers.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Vonage

FEBRUARY 23, 2017

However, as this statistic illustrates, 60 percent of customers don’t tolerate poor service under any circumstances. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Creative Virtual

FEBRUARY 7, 2023

engagement with the customer. This can be applied to marketing, sales, and customer support. Personalizing the customer’s experience can mean a lot of different things to different companies and in different scenarios. I was reminded of this last week when I received an email from Amazon with a product recommendation.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer centricity 97

Natalie Petouhof

JUNE 15, 2015

With the ubiquity of smartphones, connected products, apps, wearable devices and digital communications there are trillions of customer interactions every day. Because of this, companies are now competing on customer experience. Active Audiences is generally available today for customers.

Marketing 86

Marketing Advertising CRM Sales 86

Kayako

OCTOBER 1, 2015

Bernadette Forward (@Forward_B) September 17, 2015. Sales and marketing teams are thirsty for the knowledge support teams have. These are things you can learn from current customers, that can be directly applied to your sales or marketing team. . Don’t just uncover your users’ contexts, challenges.

Sales 92

Sales Marketing Feedback Accountability 92

ProProfs Blog

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. But when a customer comes running in with an issue, will empathy be enough? As a leading SaaS company, ProProfs has always set the right example by offering courteous and timely support.

Sales 158

Sales Morale Personalization Scripts 158