Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Make it Easy to Find.

Self service 118

Self service Best practices Customer Support Chatbots 118

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Fonolo

MARCH 6, 2020

We’ve highlighted a couple of top tips that will help you provide good quality customer support through social media channels such as Facebook, Twitter and Instagram. Getting back to your customers in a reasonable amount of time will help establish a connection with your customers and give them something to appreciate about you.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Therefore it’s important to innovate on the areas of your customer support program that are highest priority to your business.

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

Fonolo

APRIL 4, 2018

In fact, I proposed 3 years ago that Twitter add a special badge for customer service accounts. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Totango

MARCH 8, 2022

Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts.

Best practices 122

Best practices SaaS B2B Marketing 122

Callminer

MARCH 9, 2020

Reviews can also provide information on other essential aspects such as customer support, technical support, or third-party integrations. For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Best practices 182

Best practices Call Center Analytics Metrics 182

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. White Paper. Download Now.

Multichannel 64

Multichannel Customer Service Wait times CRM 64

TechSee

MARCH 19, 2018

But there is still one missing element that has barred AI from radically transforming the customer experience. What is the secret sauce in the AI mix that stands at the core of this customer support transformation? Computer vision. Can a computer see?

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Totango

AUGUST 23, 2022

Guiding customers through onboarding. Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions.

B2B 122

B2B Journey mapping SaaS Upselling 122

Nicereply

MAY 4, 2022

And according to a Forrester survey , customers wish to have knowledge bases compared to other self-service channels. With knowledge bases, you can offer useful answers to customers while reducing your customer support volume. Reduce redundancies and customer friction. Improve your response time. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

Comm100

JANUARY 21, 2020

With live chat routing rules, businesses can help high-level B2B clients move through the digital customer journey by putting them in touch with a dedicated account manager to ensure a consistent and personalized experience. are more inclined to buy from brands that have a mobile-responsive customer support portal.

B2C 90

B2C B2B Benchmark Best practices 90

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. Free Download: Customer Engagement 2020 White Paper.

Multichannel 52

Multichannel Customer Service Wait times CRM 52

Fonolo

MARCH 4, 2020

While chatbots, social media support — ADP has a client-only support page called ‘The Bridge’ — and traditional voice channels are present in the ADP ecology, again, the success of the customer support structure rests on the back of human interaction. And it’s working. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Comm100

MAY 31, 2016

Luckily, there are a number of techniques that can be used to keep you from working with difficult customers. In this post, we’ll explore preventative measures for online retailers, so that your customer support team can help guide your customers through a happy, difficulty-free shopping experience. Download Now.

Customer centricity 60

Customer centricity Self service Chatbots Feedback 60

Totango

SEPTEMBER 22, 2022

Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. This can be anything from downloading a white paper to signing up for a trial. Onboarding : A paying customer in the initial usage period. CRM is a common way to keep a reference of all customers’ lifecycle stages.

SaaS 71

SaaS CRM Advertising Analytics 71

Comm100

JANUARY 21, 2020

With live chat routing rules, businesses can help high-level B2B clients move through the digital customer journey by putting them in touch with a dedicated account manager to ensure a consistent and personalized experience. Research shows that more and more customers are reaching out to companies via mobile live chat platforms.

B2C 40

B2C B2B Benchmark Best practices 40

Comm100

JANUARY 19, 2017

Please contact customer support for any further concerns you might have – our customer service agents are always very happy to help. In this example, Ashley was very vague when approaching the customer’s issue. Should a billing issue arise, be sure to contact your customer as soon as it comes to your attention.

Customer Service 89

Customer Service Accountability Management Banking 89

CustomerSuccessBox

JUNE 27, 2022

Although it’s a crucial idea and job in the Customer Success industry, it still hasn’t fully earned the recognition it deserves. Customer Success teams have a wide range of duties, from opening new accounts to assisting current clients in achieving their objectives and securing renewals. Follow the metrics.

Customer Experience 52

Customer Experience Metrics Sales Marketing 52

Comm100

JANUARY 19, 2017

Please contact customer support for any further concerns you might have – our customer service agents are always very happy to help. In this example, Ashley was very vague when approaching the customer’s issue. Should a billing issue arise, be sure to contact your customer as soon as it comes to your attention.

Customer Service 81

Customer Service Accountability Management Banking 81

Global Response

FEBRUARY 13, 2022

As the customer journey is no longer as streamlined and siloed as it once was—and continues to evolve—the BPO contact center manages all kinds of customer communications, from answering calls and emails, to resolving concerns via web chat or text, and even handling social media accounts and messages. Do I need a BPO call center?

Call Center 62

Call Center outsourcing Telemarketing Business Process Outsourcing 62

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. By learning these benefits and following the simple steps we’ve laid out for you, your newest support channel will be a hit – not a miss. Set Up the System.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

Comm100

OCTOBER 17, 2017

On Reddit, they created fake accounts to try and scare their customers into believing that these supposed arrests were already happening. After hours of repeated threats and curses, Amy’s Baking Company updated their Facebook, saying (instead of apologizing) that their social media accounts had been hacked. And you need more.

Customer Service 71

Customer Service Customer Care Surveys Feedback 71

JivoChat

AUGUST 9, 2021

So much of customer experience success hinges on giving customers the ability to engage on their own terms. Present them with a variety of ways to connect with customer support, offer different shipping and payment options, maybe even the option to personalize products. Give them options.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

So much of customer experience success hinges on giving customers the ability to engage on their own terms. Present them with a variety of ways to connect with customer support, offer different shipping and payment options, maybe even the option to personalize products. Give them options.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

JULY 5, 2021

Always on Support: 24/7 customer support makes it easy to get the information you need to keep your business going. Take a look at our next round of e-commerce tools that can help with inventory, shipping, accounting, and other operational tasks. Oberlo makes it easy to find products and get them to customers.

Advertising 52

Advertising Analytics Sales Enterprise 52

Fonolo

MAY 31, 2018

In this report, we outline the predicted trends for improving service levels for the coming year, and how to deliver timely and thoughtful customer support. Advances in Live Chat Will Provide Greater Customer Satisfaction. Customers want increased access to live chat.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. while developing their customer support skills. Engage their team members in a local charitable event every month. traffic, revenue, and brand awareness.

Call Center 182

Call Center Management Scripts Coaching 182

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Customer Service 81

Customer Service Airlines Accountability Marketing 81

Amity

JANUARY 11, 2017

Amity had the chance to sit down with test IO’s COO and CEO, Christoph Püchel and Philip Soffer , to ask them about this transition, and to find out how Customer Success has affected the overall business strategy of the company. Can you give us a brief overview of Customer Success at test IO?

Engineering 99

Engineering Management Metrics Feedback 99

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Customer service agents can refer to the knowledge base during calls so that customers receive consistent information, regardless of how they engage.

Customer Service 62

Customer Service Self service Engineering Customer Support 62