CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. For this very reason, more and more brands are relying on conversational AI for customer support. No more frustrating hold times.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

Nicereply

DECEMBER 17, 2024

Customer Retention A large part of the value of CES in the SaaS world lies in its ability to predict future customer behavior. Research has shown that customers who experience high-effort interactions are more likely to churn, while those who have low-effort experiences tend to increase their spending.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Outsource Consultants

MARCH 18, 2025

These key features help companies identify call center services that not only meet their current needs but also position them for future success in an ever-evolving customer service landscape. These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Outsource Consultants

FEBRUARY 9, 2025

Bilingual customer support isnt just a nice-to-haveits a necessity for businesses targeting both English and Spanish-speaking markets. This post breaks down why Mexico is the ideal destination for businesses looking to enhance customer experience while optimizing costs. Thats where Mexicos nearshore call centers shine.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

Fonolo

MAY 10, 2018

This San Francisco-based company innovating in the field of messaging products (highly useful tools for those in sales, marketing, and customer support) hosts an incredibly valuable and engaging blog with content related to sales, product management, and customer support, direct from the minds of innovative industry experts.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Totango

SEPTEMBER 23, 2021

CSAT calculations total up scores of 4 and 5 to measure what percentage of customers are either satisfied or very satisfied. Research has shown that scores in this range correlate highly with customer retention. For example, you can invite very satisfied customers to post on a software review site such as G2.

Surveys 105

Surveys Metrics Benchmark Wait times 105

ProProfs Blog

MAY 1, 2020

Now, to authentically engage with your customers, you have to offer a highly well-defined, expertly-curated, and personalized customer support system which is a hybrid of automation, technology, and well-trained skill set. . Is your current customer support team working in the right direction? Expert lectures.

Customer Service 128

Customer Service Customer Support Education Feedback 128

NobelBiz

JANUARY 28, 2025

Related Article How To Build an Exceptional Customer Support Service For Your Business? ’ Read Case Study Industry Examples of Benchmarking Every industry faces unique challenges and requires tailored strategies to meet its specific goals. Insurance For insurance call centers, customer retention is paramount.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. The results provide eye-opening insights into how Visual Assistance enhances customer service KPIs across numerous industries. Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

Select VoiceCom Blog

JANUARY 8, 2024

We swiftly set up an omnichannel support team and implemented strategies for enhancing customer retention, enabling the client to dramatically transform their CSAT score and retention rate. After 3 months, the client expanded the scope to add tech support.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Nicereply

JUNE 30, 2020

Most companies have started to understand the value of remarkable support: 88% of companies now prioritize customer experience in their contact centers over other metrics like speed of resolution or sales. Just in case you aren’t sold on it’s importance, here are four things that are most impacted by providing remarkable support.

Construction 98

Construction Customer retention Metrics Surveys 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Top Pick: Creating a winning customer-centric marketing strategy. Top Pick: Knowledge management and missed opportunity.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Amity

JUNE 11, 2018

Experience shows that we often overestimate the time customers can afford to spend on a platform and underestimate the complexity of deployment and operations in the customer’s environment. First, start by examining how sales has prioritized and segmented customers. Typically, there is no CSM is assigned to them.

Customer retention 91

Customer retention Strategic Value SaaS Sales 91

Fonolo

APRIL 10, 2019

Join Fonolo and Language I/O in this one-hour webinar on the 25th of April at 3pm EST/12PM PT as we discuss the ways in which certain technologies can not only reduce contact center costs but increase the overall quality of support, as well as share experiences and success stories. Successful case studies. Plus, so much more!

CRM 98

CRM Contact Center Contact center software Call Center 98

NobelBiz

FEBRUARY 25, 2025

Improve First Call Resolution (FCR) by analyzing past cases and suggesting solutions before escalation. By leveraging predictive insights, call centers candeliver faster, more effective customer support,reducing dissatisfaction before it leads to lost business. Are AI-powered call centers more efficient?

Quality management 52

Quality management Call Center Management Coaching 52

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. My first experience with call-back technology was via Amazon’s Customer Support.

Call Center 108

Call Center Contact Center Engineering Construction 108

Fonolo

APRIL 11, 2019

Join Fonolo and Language I/O in this one-hour webinar on the 25th of April at 3pm EST/12PM PT as we discuss the ways in which certain technologies can not only reduce contact center costs but increase the overall quality of support, as well as share experiences and success stories. Successful case studies. Plus, so much more!

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. Showcase client case studies. Provide Responsive Support. Showcase Client Case Studies.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ChurnZero

APRIL 13, 2021

The CCO is responsible for all customer activities with the goal of generating revenue growth for the company. Build a profitable customer experience. Create a customer-centric culture. Define and optimize the customer lifecycle by mapping out the journey and enhancing the experience along the way.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

CSM Practice

MAY 28, 2020

The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. Customer Health Score. Number of case studies generated. 2. Base + Bonus Plan.

Best practices 126

Best practices Management SaaS Metrics 126

Fonolo

APRIL 18, 2019

So, how do you reduce costs while not damaging your customer service function? Investing in the right technology can go a long way in reducing costs while actually improving the overall quality of customer service. How to Reduce Contact Center Costs AND Improve Customer Service. Successful case studies.

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Lack of a Great Customer Support.

Surveys 148

Surveys Benchmark Feedback Sales 148

Amity

MARCH 27, 2017

• 8 Tips For Creating a Great Case Study. Case studies are a great way to show new prospects that your product or services will make them successful. • Customer Success and Marketing: 3 Strategies to Improve Customer Retention.

Marketing 52

Marketing SaaS Education Customer retention 52

Global Response

FEBRUARY 26, 2024

Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Outsource Consultants

FEBRUARY 1, 2025

Why India Became the Call Center Capital The rise of India’s BPO industry isn’t a mysteryits a case study in market forces aligning just right. Its no longer just about cheap laborbusinesses demand scalable, tech-enabled customer support that drives actual performance gains. But the landscape has shifted.

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

Fonolo

APRIL 23, 2019

Join Fonolo and Language I/O in this one-hour webinar on the 25th of April at 3pm EST/12PM PT as we discuss the ways in which certain technologies can not only reduce contact center costs but increase the overall quality of support, as well as share experiences and success stories. Successful case studies. Plus, so much more!

Contact Center 57

Contact Center Education Call Center Customer retention 57

Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

CSM Magazine

DECEMBER 20, 2022

This allows customers to tailor their gaming experience to meet their own individual needs, ensuring that every player gets an enjoyable and rewarding experience. The online gambling industry offers an excellent case study in how to provide great customer service. Technology can help, but it’s not the only answer.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Customers feel like the relationship is a give and take situation – and this relationship continues even beyond the initial sale. Communities are powerful.

Sales 76

Sales B2C B2B Customer retention 76

Fonolo

APRIL 24, 2019

Join Fonolo and Language I/O in this one-hour webinar on the 25th of April at 3pm EST/12PM PT as we discuss the ways in which certain technologies can not only reduce contact center costs but increase the overall quality of support, as well as share experiences and success stories. Successful case studies. Plus, so much more!

Contact Center 78

Contact Center Technology Customer Service Call Center 78

Amity

DECEMBER 22, 2014

Experience shows that we often overestimate the time customers can afford to spend on a platform and underestimate the complexity of deployment and operations in the customer’s environment. Initially, startup sales and customer support organizations usually spend a great deal of time to achieve this balance to make a customer happy.

SaaS 64

SaaS Customer retention Strategic Value Sales 64

Fonolo

APRIL 4, 2019

Yet, investing in the right technology can go a long way in reducing costs while actually improving the overall quality of customer service. From effortlessly providing customer support in any language to managing staffing requirements as a result of call volume spikes, implementing the right technology can be transformational.

Contact Center 10

Contact Center Customer Service Best practices Call Center 10

Kayako

SEPTEMBER 9, 2022

Why Is It Important to Provide Conversational Customer Support? Conversational customer support is important to customer relationship management because the quality of the conversation defines a customer’s experience, which influences customer retention and loyalty.

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62

Cincom

JANUARY 30, 2025

5- Customer Reviews and Testimonials Its important to hear from businesses like yours about how the software has performed in real-world scenarios. Reviews and case studies provide invaluable insights into the actual performance of the platform, from vendor support to ease of use and overall effectiveness.

Multi-channel support 40

Multi-channel support CRM Finance APIs 40

Outsource Consultants

JANUARY 8, 2025

For those aiming to enhance customer experience, seek BPO partners with a proven track record of high customer satisfaction scores and experience in your industry. The right partner should provide case studies and references that showcase their ability to meet your specific objectives.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Outsource Consultants

MARCH 9, 2025

Small businesses face unique challenges when it comes to customer support. Choosing the right call center services for small business can make a significant difference in customer satisfaction and overall growth. Let’s explore the essential elements that can elevate your customer support strategy.

Call Center 67

Call Center outsourcing Healthcare CRM 67