Totango

NOVEMBER 3, 2021

For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Expivia

MAY 9, 2021

Associates should include some sort of call to action , like a cross-sell or upsell, as well as any necessary disclosures before they close the call. You can’t occasionally put your “QA” hat on and give one-off feedback to your agents. Make all criticism constructive, and never make personal comments on your agent’s performance.

Call Center 98

Call Center Education call center association Contact Center 98

Totango

NOVEMBER 3, 2021

For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Examples include average call handling time, customer satisfaction ratings, first-call resolution rate, and upselling/cross-selling targets. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

SharpenCX

APRIL 28, 2021

Ramp up coaching in your contact center and carve out time to give feedback to your agents daily. Use in-line training to leave feedback directly on interactions, so your agents have context for where to improve. Give direct feedback. Read Next] How to give constructive feedback. What’s more?

Management 67

Management Coaching Construction Contact Center 67

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. Procore (a construction software company) partnered with an influencer to showcase #hardhatheros. Embrace Customer Feedback.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CSM Practice

AUGUST 24, 2020

Construct Identification – defined the constructs of indicators of success. Surprisingly, this resulted in an increase in customers opting into this type of session while allowing the CSMs to get immediate feedback and results. Client Analysis – identified best in class clients, what are they doing well, etc.

Construction 52

Construction Best practices Upselling SaaS 52

SharpenCX

FEBRUARY 24, 2023

This helps banks identify cross-selling and upselling opportunities in order to provide products that will help customers reach their financial goals. Four out of ten workers remain actively disengaged when they get little or no feedback from their employers. Provide constructive feedback based upon call recordings.

Banking 76

Banking Personalization Customer Experience Chatbots 76

CustomerSuccessBox

DECEMBER 12, 2019

Once basic processes are in place, the focus should be on building the team and based on the feedback received, improving those processes. Customer success team is responsible for a lot of things like increasing LTV of customer base, reducing churn, facilitate renewals, create upsell opportunities, provide references, .

SaaS 59

SaaS Upselling Construction B2B 59

Tenfold - Contact Center Blog

JANUARY 17, 2018

In today’s culture, consumers place emphasis on the now — they expect reviews, feedback, and results instantaneously. Sales Expert – Insights into how sales and selling works is crucial in understanding what generates cross-selling and upselling opportunities. .

Customer advocacy 62

Customer advocacy Construction Upselling B2B 62

CustomerSuccessBox

NOVEMBER 23, 2021

This is an ideal way to learn more about satisfaction by collecting feedback on your services or products. During its construction, you will decide which will be the key indicators that you will integrate. Upsell rate. Loyalty rate. Are you planning to test any new products or services?

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Netomi

APRIL 19, 2022

For players who have spent countless hours constructing their characters and universes in World of Warcraft, if a technical glitch destroys all of this hard work and effort, they will be wanting help ASAP. As email stands as the preferred channel for customer service, for many, offering support over this channel is critical.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

ChurnZero

SEPTEMBER 20, 2024

As a customer success leader, it’s your job to construct the best team model with the CSMs you have. Can keep customers informed and interested in new product releases and updates (company benefit: upsell/cross-sell) Small creative agency account manager. People bring a variety of experience and skillsets to the same positions.

Journey mapping 52

Journey mapping Construction Upselling Accountability 52

Expivia

MAY 13, 2021

Associates should include some sort of call to action, like a cross-sell or upsell, as well as any necessary disclosures before they close the call. You can’t occasionally put your “QA” hat on and give one-off feedback to your agents. Make all criticism constructive, and never make personal comments on your agent’s performance. .

Call Center 52

Call Center Education call center association Contact Center 52

Balto

JANUARY 2, 2025

Beyond just addressing issues, AI helps agents upsell, cross-sell, and create memorable experiences that leave customers delighted. Automates post-call surveys and identifies patterns in feedback, giving managers actionable insights to improve service quality. Feedback is more than a metricits your blueprint for excellence.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

CustomerSuccessBox

JANUARY 4, 2022

Be open to accepting constructive feedback. It can be in the form of support tickets, feedback, or even a challenge that customer faces. It will keep the customer aligned with your plans, thus ensuring renewals and probably, upsells as well. Invite the right set of people. Keep the meetings brief.

Best practices 52

Best practices Construction Upselling SaaS 52

Playvox

APRIL 27, 2023

Listen to feedback about what’s working and isn’t across the team and demonstrate that you’re taking action to address issues. Accentuate The Positive For contact center managers, one of the most important parts of the job is providing feedback. These are some of the most effective ways to keep your customer service agents engaged: 1.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Interaction Metrics

AUGUST 14, 2024

For a construction company handling customer service calls, the quality of information is the most important: customers want to know what products are in stock, when they can pick them up or have them delivered, and specifics about products and applications.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

SmartKarrot

FEBRUARY 10, 2021

Be the voice of the customers internally, sharing process improvements, feedback, needs/issues into the internal ecosystem, contributing to achieve better solutions and drive growth. Manage the renewal process and identify upsell and cross-sell opportunities. Ensure all account issues are quickly resolved. Apply here: [link].

Upselling 10

Upselling Construction Technical Support Consulting 10

SmartKarrot

OCTOBER 25, 2023

Construct a hierarchy chart of the client’s organization, noting down roles and responsibilities. Feedback Loop They are more than just mechanisms to gauge satisfaction; they’re avenues for improvement, innovation, and deeper understanding. Feedback should be actionable. Thus, regular reassessment is vital.

Accountability 10

Accountability Construction Upselling Education 10

SmartKarrot

SEPTEMBER 24, 2020

Any product development team needs a robust feedback mechanism from their users. If the feedback comes straight from the customer then nothing beats that. If the feedback comes straight from the customer then nothing beats that. A) Customer is not usually so deeply invested in giving you constructive feedback.

SaaS 10

SaaS Construction Feedback Upselling 10