ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 234

Customer Support Surveys Customer Service Personalization 234

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 209

Customer Support Surveys Customer Service Personalization 209

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?… 3 Crucial Contact Center Trends in 2021. while easing the burden off your support agents.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ShepHyken

DECEMBER 13, 2021

(Chain Store Age) Customer service can make — or break — the shopping experience. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service?

Customer Service 209

Customer Service Call Center Customer Experience Customer Support 209

TechSee

JANUARY 26, 2021

We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on. Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

Nicereply

JANUARY 4, 2022

Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Read our latest tips on how to provide great customer service.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost.

Personalization 87

Personalization Customer Service Brand ambassadors Contact Center 87

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. There are several trends on Blair’s radar for 2021.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Inbenta

JANUARY 25, 2021

Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Customer service goes remote.

Customer Experience 97

Customer Experience Self service Wait times Chatbots 97

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Worst Industry to Call in 2021. young escobar-ess (@meaggiimoo_) December 3, 2021. Ash (@Motivated_Ash) December 2, 2021. Robyn Rosen Codas (@RRCodas) October 30, 2021. Most Improved Customer Hold Time. Jace Gordon (@agentjgordon) November 29, 2021. Chase Bank.

Airlines 91

Airlines Telecommunications Banking Contact Center 91

kommunicate

SEPTEMBER 27, 2021

Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention. The post NLP Chatbot – All You Need to Know in 2021 appeared first on Kommunicate Blog. Everything a brand does or plans to do depends on what consumers wish to buy or see.

Chatbots 98

Chatbots Personalization Customer Support 98

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. These awards are based directly on feedback from their customers. out of 10 for customer support and an 8.0

B2B 98

B2B industry standards SaaS Feedback 98

IdeasUnlimited

JULY 4, 2022

For other types of businesses, the loss of customers can be even more damaging. In this article, we ask a simple question: why is multilingual support so essential? Importance of Multilingual Customer Support. It also helps build a strong relationship with customers who speak a different language.

Customer Support 98

Customer Support Bilingual agents Entertainment Call Center 98

VirtualPBX

JANUARY 12, 2021

What this showed phone system providers like ours is that VoIP calling features for 2021 need to revolve around a remote-first attitude. What are the top VoIP features for 2021 that help make work more effective? What are the top VoIP features for 2021 that help make work more effective? Top 2021 VoIP Voice Feature.

voip 72

voip Personalization Sales Customer Support 72

Nicereply

SEPTEMBER 28, 2021

Start by asking yourself what are your company’s core needs when it comes to customer support. For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. More people are buying online, and more companies are being forced into the digital world with their products and customer service. It’s our time to shine!

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

Comm100

MARCH 4, 2021

How did agent and customer experience change, and what does this mean for 2021? Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021. Download Now.

Benchmark 52

Benchmark Best practices Metrics Customer Support 52

Fonolo

FEBRUARY 24, 2021

This is a factor that sets many businesses apart; customer care and support is expected and if it can’t be delivered, it could deter customers from engaging with your brand in future. Just because you’re leading your business doesn’t necessarily mean you’re the best person to interact with your customers.

outsourcing 134

outsourcing Call Center Telecommunications Technical Support 134

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

Comm100

JANUARY 21, 2021

Small businesses around the world are adopting live chat to offer customer support at home, in the office, or even on-the-go. If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Cut down costs.

Surveys 98

Surveys Marketing Customer Support Sales 98

aircall

DECEMBER 15, 2021

Our global teams are growing fast, ranging from product and field marketers to sales team members, software engineers, data engineers, customer support reps, and more. 2021 was also the year of maturity for Aircall—the year where we increased our number of integrations from 50 to 100, mainly built by our partner software vendors.”.

Engineering 62

Engineering Personalization Sales Customer Support 62

Nicereply

JUNE 8, 2021

We’ve brought together these 7 customer service phrases to use in 2021 to supercharge your customer service experience. It may seem obvious that your customer service reps are there to help but it doesn’t hurt to underline the fact that you want to assist your customer in any way that you can. I’m happy to help.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Hodusoft

NOVEMBER 18, 2021

HoduCC wins 2021 CUSTOMER Contact Center Technology Award by TMC. We are still a few months away before we can bid adieu to 2021, but it seems the HoduSoft team has much to thank its customers and partners for. We are delighted to receive the 2021 Customer Contact Center Technology Award by TMC. “We

Contact Center 52

Contact Center Technology Contact center software voip 52

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. – Don’t forget email. Sign Up Free.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Comm100

FEBRUARY 12, 2021

The awards comprised two categories – individual and team – and we invited our customers to nominate colleagues that had really gone above and beyond to deliver amazing customer support in the past year. The Comm100 Customer Success team evaluated every nomination and chose two runners-up and one winner for each category.

Wait times 52

Wait times Customer Service Consulting Consulting 52

OctopusTech

JUNE 24, 2021

With a brand name like Live Chat, it’s no wonder to witness this chat tool at the top ranking in 2021. This tool is used for real-time chat, multichannel support, lead generation, online surveys, in-app support, BPO Services, and more. Automated custom messages with smart rules. Live Chat – A Versatile Live Chat Tool.

Multichannel 62

Multichannel APIs Telemarketing Analytics 62

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. That number is up from 11.8%

Customer Service 296

Customer Service Metrics Self service Average Handle Time 296

ChurnZero

MAY 19, 2021

Category Leaders rankings highlight top-ranked North American software products based on rating from end-users in five key areas: ease of use, value for money, functionality, customer support, and likelihood to recommend. . Category Leaders for Customer Experience Software is available here.

Chief Customer Officer 59

Chief Customer Officer Customer Experience Engineering Feedback 59

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Finance 52

Finance SaaS Accountability Metrics 52

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Solvvy

JULY 19, 2021

Unfortunately, many companies find themselves with the same customer support inefficiencies time and time again. In an effort to please customers and have ample personnel at the ready to field questions and concerns, some companies end up with too many people on their support staff. Are you falling prey to the same?

Customer Support 62

Customer Support Chatbots Morale Scripts 62

ShepHyken

SEPTEMBER 6, 2021

It is one of several customer experience (CX) metrics that place hard values on a brand’s CX and often works in conjunction with metrics like Net Promoter Score (NPS), Customer Churn Rate (CCR) and Customer Satisfaction Score (CSAT). State of the In-Store Experience [2021] by Bobby Marhamat. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Best practices Metrics Customer effort 69

Netomi

MARCH 7, 2022

Many of us have experience interacting with customer support agents in various contexts, from streaming service subscriptions and car rental bookings, to online clothing purchases. A strong customer experience strategy is a defining feature that sets companies apart – yet what do customer service and customer support truly mean?

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52