ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Callminer

FEBRUARY 23, 2021

While it’s still pretty rare, companies are moving towards video customer service.” Analytics are more important than ever. “No longer can your contact center just rely on supervisor skills to keep track of how your agents are performing and the customer experience. Customer Service trends in 2021 , AeroAdmin.

Call Center 376

Call Center Technology Banking Contact Center 376

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Customer Support 64

Customer Support Analytics Quality management Management 64

TeamSupport

DECEMBER 8, 2023

According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Callminer

MARCH 2, 2020

With the top concerns your agents are likely to encounter clearly defined, you can provide stronger training in these areas and tailor tools to match the demand for more specific solutions. Track Customer Effort. Consistently solving customers’ problems on first contact is tricky, but not impossible. Track Demographics.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. 24/7 Availability: Offering round-the-clock support without the constraints of human work schedules.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

Nicereply

MARCH 15, 2022

Choosing the right tool for your surveys may not be easy. Let’s look at what Simplesat and Nicereply tools offer and which one is the perfect fit for you. What do the tools have in common? Nicereply Surveys are designed for customer support and success teams. Powerful analytics. 5-star survey scale.

Surveys 19

Surveys Feedback Analytics Customer Support 19

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand.

Management 98

Management Analytics Feedback Surveys 98

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Best practices 105

Best practices Customer Support Engineering Analytics 105

JivoChat

JULY 26, 2023

In today’s fast-paced business environment, exceptional customer support is a must as businesses adjust to rising client demands. The evolution of customer support tools from traditional systems to cutting-edge AI-driven solutions has been transformative, enhancing proactive and seamless support experiences.

Customer Support 75

Customer Support Customer centricity Chatbots Analytics 75

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. I believe that chat is an excellent self help tool. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken.

Transportation 185

Transportation Analytics Banking Metrics 185

Totango

MAY 13, 2022

First, we’ll look at what customer engagement systems do and why you need one. Finally, we’ll look at six of the best customer engagement tools and how you can use them to promote better interactions with your customers. Why You Need a Customer Engagement Platform. Customer support platforms.

Enterprise 107

Enterprise Customer Support SaaS Sales 107

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels.

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

CCNG

DECEMBER 25, 2024

This is key because up until recently, chatbot technology was a source of frustration for many customers seeking answers to their questions and queries. As an example, a large global travel client used analytics to improve self-service, reducing customer contact volume by as much as 30%.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195

Solvvy

SEPTEMBER 7, 2022

How are brands stepping up and meeting these higher customer expectations? Leaders, when you look at your own team’s stance on support, is the speed of delivering customer solutions a metric you’ve been prioritizing and measuring? Solvvy’s AI-powered support produces happiness.

Customer Support 106

Customer Support Self service Engineering Analytics 106

AWS Machine Learning

MAY 9, 2024

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Engineering 124

Engineering Customer Support APIs Government 124

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. If you want to satisfy—or dare I say, delight—your customers, you need to understand their wants and needs. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Analytics 78

Analytics Feedback Metrics Surveys 78

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . CRM tools are increasingly incorporating social media into their customer support modules. More brand recognition, more leads, and more customers. .

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

ShepHyken

DECEMBER 10, 2019

They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > > Top Takeaways: Artificial intelligence (AI) is a powerful tool. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Coaching 263

Coaching Contact Center Analytics Technology 263

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues. Pick up the phone and call a customer. Make no mistake.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Analytics 88

Analytics Feedback Banking Surveys 88

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. This ultimately improves the contact center’s efficiency, reduces costs, provides 24/7 customer support, and enables informed decision-making.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Callminer

FEBRUARY 21, 2018

Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria. A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Peter Abah.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

ProProfs Blog

SEPTEMBER 24, 2020

In today’s day and age, offering proactive and solution-oriented customer support has become essential. Companies that are not able to provide state of the art customer support don’t grow at the same pace as their competitors. Offer 24/7 Live Chat Customer Support. Dedicated Customer Help Desk.

Feedback 141

Feedback Surveys Analytics Customer Support 141

TeleDirect

JANUARY 7, 2025

5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system.

Call Center 126

Call Center Wait times Abandon Call outsourcing 126

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. When customers know they can rely on your business anytime, they are more likely to remain loyal and recommend your brand to others.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Callminer

MARCH 9, 2020

Look for tools that automate skill-to-task matched scheduling. Prioritize tools that are easy to get started with and full-featured. Reviews can also provide information on other essential aspects such as customer support, technical support, or third-party integrations. Most scheduling solutions offer a trial.

Best practices 182

Best practices Call Center Analytics Metrics 182

CSM Magazine

MAY 23, 2024

Navigating the labyrinth of customer support demands precision – like a captain steering through foggy waters with only the stars for guidance. It’s not a mere luxury; it’s an essential gear in today’s relentless customer service seas. JavaScript reporting tools are an integral part of this system.

Customer Support 59

Customer Support Analytics CRM Customer Service 59

ShepHyken

MAY 7, 2021

Now that we’ve established the case for using live chat for implementing personalized CX, here are some proven ways of using live chat to improve customer en gagement and satisfaction. . Modern-day customers know and love messaging. Amplify customer support functions . Capitalize on the convenience factor .

Personalization 238

Personalization Customer Experience Chatbots Metrics 238

JivoChat

JULY 18, 2023

When it comes to designing websites, landing pages, newsletters, and other digital arts, you can find different types of tools that use AI to facilitate your work. AI web design includes different types of tools: website builders, image editors, font type creation, color palette generators, and logo makers for example.

Analytics 75

Analytics Advertising Banking Marketing 75

ProProfs Blog

MARCH 6, 2020

Over the years, the customer satisfaction score has emerged as a promising metric. In the initial stage, the customers are presented with a close-ended question- “ How was your experience of interacting with our sales/customer support department ?” A Robust CSAT Survey Tool to Your Rescue. Stay tuned!

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

Beyond Philosophy

JULY 4, 2016

Whether the experience involves exploring services, opening an account, checking balances, getting loans, wealth management, or customer support, superior omni-channel effectiveness has become a performance ‘must-have’. Much of the digital transformation emphasis has been on technology (big data analytics and cloud, mobile apps, etc.)

Banking 225

Banking Customer centricity Big data Finance 225

ShepHyken

NOVEMBER 4, 2022

Let us look at six ways in which BPOs can increase customer experience for your business. . Self-Service for Timeless Customer Support . Omnichannel Customer Support Options . The BPO industry is dynamic and constantly evolving, with many organizations realizing the benefits of omnichannel customer support.

Customer Experience 168

Customer Experience Scripts Self service outsourcing 168

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. The need for competent customer support is growing. “59% of customers say that they have higher expectations for customer support than they had a year ago.”

Call Center 207

Call Center outsourcing Contact Center Finance 207