Totango

AUGUST 11, 2022

Showcase client case studies. Your customer success platform can monitor customer accounts and trigger emails to training resources related to recent client activity. Provide Responsive Support. A single negative support incident can cost you a customer. Showcase Client Case Studies.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Nicereply

JUNE 18, 2020

Using Nicereply, you can measure CSAT as well as 2 more well established CX metrics – Net Promoter Score and Customer Effort Score. NPS was developed by Bain&Co almost two decades ago as the ultimate question to gauge the loyalty of your customers. You’ve struck gold with your customer Advocates.

Metrics 86

Metrics Surveys Customer effort Education 86

ProProfs Blog

DECEMBER 11, 2020

SERVQUAL framework is a powerful instrument that helps you in: Understanding customer expectations. Customer perceptions for the specific services you offer. Targeting training opportunities for the customer support team . Understanding app-usage stats and reducing churn by directly addressing customer feedback.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

Calabrio

MARCH 5, 2025

Providing your frontline agents with not only targeted training and ongoing support but improved work-life balance and intuitive technology is crucial to driving better overall CXnot to mention supporting higher morale and agent retention. Predict churn: Find customers showing signs of possible churn.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

REVE Chat Blog

NOVEMBER 21, 2019

Create a process to deliver customer support with the right channel. It could be a self-service portal, live chat support or co-browsing as well. Collect customer feedback and continuously improve your customer support processes. Case studies provide social proof that your product can deliver.

B2B 77

B2B Best practices Sales Education 77

Nicereply

DECEMBER 19, 2022

The most powerful marketing engines can’t beat happy customers recommending their products to friends and family. You don’t need a case study to understand why that is— happy customers want others to experience the joy your product brings them. Investing in happy customers means gaining their referrals.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

ClearAction

AUGUST 6, 2019

In addition to studying these customer insight sources singularly, patterns are researched in how the customer insight sources correlate to one another. For example, do churn customers have a low NPS or high customer effort score? NPS (Net Promoter Score): how likely customers are to recommend the company.

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

Fonolo

MAY 3, 2023

The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. This feature displays data for each incoming call, including time before the customer abandoned the call. That’s because the mental effort required from the caller is much reduced.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

JivoChat

MARCH 31, 2021

Omnichannel marketing deals exclusively with marketing, whereas omnichannel customer experience covers sales, marketing, customer support and other departments. It’s about making the customer experience as consistent as it possibly can be, whenever your customer interacts with your brand. . Align all departments.

Customer Experience 52

Customer Experience Multichannel Metrics CRM 52

delighted

OCTOBER 18, 2019

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). CES has also been correlated to customer loyalty. So, which is best for you?

Metrics 40

Metrics Surveys Benchmark Feedback 40

SmartKarrot

MAY 28, 2021

This may include customer-focused content such as blogs, videos, self-help guides, webinars and more. For example, continuing the digital marketing agency scenario- you can share case studies of what worked for clients who are similar to them with tangible facts. Proactively offer customer support.

SaaS 10

SaaS Education Customer retention Upselling 10

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. A book about customer success and customer support 9. Priorities are constantly competing.

Management 98

Management Call Center Entertainment Metrics 98

Amity

APRIL 3, 2017

Generally speaking, CSAT is sent out after each contact made (or case solved) with your Customer Support Team. Customer Success Managers should get into the habit of checking the CSAT of the most recent interaction(s) their accounts may have had with support. CSAT is measured on a percentage basis (0-100%).

Upselling 70

Upselling Metrics Feedback Accountability 70

TechSee

JULY 14, 2021

Being able to embrace technology like computer vision in order to accelerate customer support and self-service support is really foundational. Use Cases for Visual Assistance and Self Service. How can organizations select the right use case for their visual assistance?

Self service 207

Self service B2B Technology Engineering 207

Lumoa

JUNE 28, 2018

As an active user of HubSpot you would deal with on average one customer survey per week about a variety of new features (which are released extremely often) or about customer support. For HubSpot, it’s crucial to act on customer feedback as soon as they receive it. Things changed, yet customers remained loyal.

Customer centricity 60

Customer centricity Feedback Surveys Finance 60