TeleDirect

APRIL 7, 2025

CRM and ticketing systems Call routing platforms Knowledge bases and internal documentation Troubleshooting procedures 4. Provide Access to Ongoing Learning Resources Offer e-learning platforms, video tutorials, and knowledge bases for continuous self-improvement.

Call Center 62

Call Center First call resolution Best practices Gamification 62

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. A customer relationship management (CRM) system keeps buyer information organized and accessible.

Customer Service 209

Customer Service B2C B2B SaaS 209

ShepHyken

AUGUST 10, 2018

Have you ever gone down a rabbit hole of suggested videos on YouTube? PCA utilizes historical data from a CRM to guess the likelihood of future events. When there isn’t enough feedback from customers, it may be difficult to determine how satisfied they are with your services or products. Predicting Satisfaction.

Analytics 168

Analytics Upselling Banking CRM 168

CSM Magazine

MARCH 28, 2025

Solana will bring this lie, however, with sophisticated enterprise software solutions that undergo blockchain integration, such as customer relationship management (CRM) tools claiming automation-enabled refund processes and Solana-based smart contracts for Fortune warranty claims.

Customer Service 52

Customer Service Education CRM Healthcare 52

Global Response

MARCH 24, 2025

Integration with your CRM and other tools Seamless integration with your existing technology is a key feature of an effective KMS. Linking your KMS with your customer relationship management (CRM) system ensures that knowledge flows freely, avoiding data silos and enhancing your overall efficiency.

Call Center 62

Call Center Management Abandon rate outsourcing 62

Beyond Philosophy

MARCH 28, 2024

In the early days of Customer Relationship Management (CRM) solution sales, the pitch included the idea that asking customers what they want and recording their feedback in the CRM would do just that. It didn’t do that, but the promise of it did sell a lot of CRM systems. Have something to say?

CRM 195

CRM Sales Customer Experience Management 195

ProProfs Blog

AUGUST 6, 2021

Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Advanced Feedback Analysis. Feedback Forums. Employee Feedback Software.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

CSM Magazine

SEPTEMBER 26, 2024

Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time. In this comprehensive guide, we will explore how companies can leverage video chats to transform their customer service approach and deliver exceptional support.

Customer Service 52

Customer Service Technical Support Best practices Surveys 52

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ask: What are customers saying?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

aircall

AUGUST 30, 2021

We use Zoom for video meetings and Slack for instant messaging. It can be to discuss small things that were funny or to discuss feedback and next steps. My team started by taking turns each week to share a video tour of our home offices. HubSpot’s CRM for managing customer relationships. Zoom for video conferencing.

Feedback 133

Feedback CRM Management Technology 133

CSM Magazine

JANUARY 27, 2025

Gathering Customer Feedback If you want to know what your customers need, asking them directly is the simplest place to start. Feedback provides unfiltered insights into their expectations, frustrations, and wishes. Think of feedback as a map. What can a CRM system actually do for your customer service?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

ViiBE Blog

AUGUST 25, 2021

CRM , Customer experience. Consequently, detractors are unsatisfied customers who may potentially damage the company’s name, brand image, and future growth through spreading bad feedback. Using video communication technology to reach SDG 9. ViiBE Blog. How can you measure customer satisfaction? Natalia Barszcz. August 25, 2021.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

Hodusoft

AUGUST 9, 2021

Customers view the brands favorably which has an ear on the ground, listens to the feedback, iterates, and excels in customer experience. . You can also use the Facebook Live feature to upload static or influencer video and notify customers to join for video streaming. HoduCC offers all major CRM software integrated.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

REVE Chat Blog

FEBRUARY 26, 2020

Connect with your customers – Allow your support team to connect with your customers and understand their needs and feedback. Use advanced customer engagement tools – With live assistance tools like co-browsing & video chat you can collaborate with your customers in real-time and identify issues faster.

CRM 104

CRM Feedback Personalization Education 104

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Use Customer Feedback Effectively Here’s the truth: most customer surveys are terrible, and most companies arent using them properly.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

VirtualPBX

DECEMBER 1, 2020

Or you can attach inbound text messages to Zapier workflows to automate their receipt and your company notifications, use the VirtualPBX API to return your messages through a third-party program like Airtable, and set up Zapier to ask for feedback through a followup SMS after customers fulfill a goal in your CRM. Receive the SMS.

CRM 75

CRM APIs Enterprise Feedback 75

TechSee

AUGUST 26, 2024

The lack of visual aids, such as images or videos, further complicates complex problem-solving through chat. Utilize Customer Relationship Management (CRM) tools to gather and use customer data for personalized interactions. Use call recordings and performance metrics to review service delivery and provide constructive feedback.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

ProProfs Blog

DECEMBER 24, 2019

In a large number of cases, customers will better understand agents’ instructions if they are followed with visual examples, step by step videos, infographics, etc. . On the one hand, pre-chat forms are helpful as they let the agent get the key information about customers and their requests before providing feedback.

Best practices 120

Best practices Customer Support Sales CRM 120

GetFeedback

FEBRUARY 12, 2019

Collect real-time, quality feedback from on-the-go customers. GetFeedback’s SMS survey solution, SMS Invitations, has three elements that drive quality feedback and improve the customer experience: Automation: Survey invitations are automatically sent to customers after an interaction to prompt real-time feedback while it’s top-of-mind.

Transportation 94

Transportation Surveys Feedback CRM 94

Cincom

FEBRUARY 21, 2025

CPQ training equips sales professionals with the skills to leverage advanced features such as guided selling, automated approvals, and seamless CRM/ERP integration. 4- Integration with CRM and Other Sales Tools CPQ is most powerful when integrated with CRM platforms like Salesforce or Microsoft Dynamics, as well as ERP and billing systems.

Sales 40

Sales Gamification Finance Best practices 40

Method:CRM

MARCH 8, 2023

Take customer feedback seriously It’s important to not only assess what’s working for your customers, but deal with negative feedback constructively to improve their experience. Luckily, technology allows you to take open-text feedback from customers and analyze it at scale, so you can increase your capacity to listen.

Customer Experience 89

Customer Experience CRM Self service Accountability 89

TechSee

SEPTEMBER 21, 2023

Sophie AI is trained using product and process documentation, refined based on your service transcripts, gains valuable context from CRM data, and product and service visuals, and takes action through these same integrations. The platform learns from user feedback, continuously improving with scale.

Engineering 109

Engineering Enterprise Chatbots Self service 109

VirtualPBX

FEBRUARY 16, 2021

Stay tuned in the next couple weeks for updates related to management of video and calling groups with our softphone that runs on Android and iOS mobile devices and on Mac and Windows computers. Some of our upcoming integration include Slack, Intercom, and the Pipedrive CRM platform. How Does Dash 5.0

voip 98

voip APIs CRM Accountability 98

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

TechSee

AUGUST 7, 2024

Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. A series of glowing reviews can enhance brand loyalty and attract new patrons, whereas negative feedback may meaningfully impact business.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

ProProfs Blog

DECEMBER 21, 2020

You can use a CRM tool to help you get answers for these questions easily. What’s more, you can integrate a live chat software such as ProProfs with your favorite CRM tool to capture data more accurately. A CRM will help you see how many customers left or the number of new customers added. Post-chat survey feedback.

Surveys 148

Surveys Benchmark Feedback Sales 148

Totango

AUGUST 11, 2022

Demonstration videos. Video chat. Customer satisfaction and feedback surveys. Elicit frequent feedback. Videos and webinars provide excellent tools for demonstrating product usage through screenshots. Elicit Frequent Feedback. Social media posts. Website visits. Blog content consumption. Tutorial viewing.

SaaS 113

SaaS Journey mapping B2B Upselling 113

GetFeedback

OCTOBER 30, 2018

A Seamless Way to Get Immediate Post-Chat Feedback. With this feature, companies can seamlessly integrate elegant surveys at the end of their live chat conversations, helping them collect real-time, contextual customer feedback. Modern customers not only want real-time support, they also want to give real-time feedback.

Surveys 41

Surveys Feedback CRM Customer effort 41

Liveops

JANUARY 25, 2019

Customer Feedback, Conversation, and Response Analysis. Create “explainer” videos—no professional design background required—to reduce call and email volume while providing a more dynamic and engaging customer experience. Learn more: spark.adobe.com/make/explainer-video-maker. Behavior Metrics, Insights, and Testing. Brightspot.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

SharpenCX

MARCH 18, 2020

Aside from your cloud contact center platform, agents will need access to your knowledge base, customer files, SOPs, CRM, and ticketing system, too. Use video conferencing for coaching sessions and team meetings. Hop on a video call for your 1:1 coaching sessions, too. Video eliminates the barrier of distance. Need proof?

Call Center 94

Call Center Morale Coaching Cloud contact 94

Hodusoft

NOVEMBER 24, 2021

These metrics are transformed into meaningful feedback that can help in decision-making by call centers using data analytics tools. CRM Integration. With CRM integration, you can communicate seamlessly between your CRM software and other software. An effective CRM integration will also help increase employee productivity.

Call Center 105

Call Center Interactive Voice Response call center software CRM 105

Help Scout

SEPTEMBER 28, 2021

We also have in-house interviewer training that everyone must go through before they interview candidates — we want our team to be crystal clear about how to give a great interview, how to listen for solid answers, how to minimize unconscious bias, and how to write useful feedback. Yes, you read that right!

Engineering 126

Engineering Feedback Technical Support Surveys 126

Quiq

JULY 28, 2022

It treated customer service like a video game. Customer service tools like CRM software and conversational platforms make it easy for agents to work together to solve customer issues as they come up. Share video tutorials. You have a CRM. Using outdated methods of customer service. The mistake. The mistake.

Customer Service 90

Customer Service Wait times Airlines Morale 90

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. In this video, Carlos imparts his knowledge gained through extensive experience in market research and product/service design – giving you all the tips needed for successful survey creation!

Best practices 147

Best practices Surveys Metrics Construction 147

Comm100

NOVEMBER 10, 2021

Whether your bot support sales, support, or both, you can integrate a chatbot with your CRM system to ensure data is shared across the platforms to achieve data clarity, consistency, and transparency across teams and throughout the customer lifecycle. Watch this 10-min video to discover what Comm100’s chatbot could do for you.

Chatbots 98

Chatbots Customer Service CRM Wait times 98

CSM Magazine

JULY 29, 2021

It also updates the CRM with the latest lead status, e.g., when they leave their company, change jobs, or ask to be contacted later. Their goal is to help their clients understand and prioritize customer feedback. Thanks to the AI-powered platform, it is now easier to synthesize large volumes of feedback, minimizing the response time.

Real estate 98

Real estate Engineering Consulting Consulting 98

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Read the case study or watch the video ! Key Technological Tools and Solutions What are these magical tools?

Call Center 105

Call Center Management Contact Center Wait times 105