GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. Gathering live chat survey data . Live chat support can be tricky.

Surveys 74

Surveys Feedback Accountability CRM 74

Method:CRM

FEBRUARY 8, 2019

However, when you use your customer relationship management (CRM) system in conjunction with your influencer relationships, this powerful combination can transform your marketing efforts. Depending on the influencer’s preferred platform, shared content could include images, videos, webinars, quizzes, or blog posts.

CRM 63

CRM Marketing Construction Accountability 63

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Vonage

OCTOBER 22, 2015

This should include a list of the five top issues you’re getting phone calls on, a clear list of FAQs at the top of the page and a short video that will educate the customer on problems to avoid. CRM with Computer Telephony Integration (CTI). Video and vines.

Technology 113

Technology Customer Service Gamification Wireless 113

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

Comm100

MAY 8, 2021

Agents/seats Unlimited 100 Unlimited Unlimited 3 Unlimited Chats Unlimited 10,000 contacts Unlimited Unlimited Unlimited Unlimited Real-time visitor tracking Yes No No Yes Yes Yes Audio/video chat Yes No No No No No Pre-chat form Yes No ? HubSpot’s free live chat software is best suited for companies already using HubSpot CRM.

CRM 98

CRM Surveys Chatbots Customer Support 98

TechSee

SEPTEMBER 9, 2020

In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. The trouble is, they’re looking at equipment they can barely describe, while on the other end of the line, the agent is looking at a CRM. are much higher too and ensuring ongoing compliance represents a huge cost implication.

Management 145

Management Engineering voip outsourcing 145

ViiBE Blog

AUGUST 25, 2021

CRM , Customer experience. The simplest and the most direct, CSAT surveys are considered key business performance indicators when it comes to measuring customer satisfaction. CES surveys can include closed questions with answers given on a rating scale, True/False format questions, or open-ended questions. ViiBE Blog.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

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. Unlike the typical survey approach, our surveys are built on three key principles: reciprocity, real listening, and scientific rigor.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

CustomerSuccessBox

MARCH 14, 2022

While all of these activities could be performed using a Post-sales CRM. Let us look at the various ways in which a post-sales CRM could help make the process easier and better. Why does your SaaS business need a post-sales CRM? Benefits of having a post-sales CRM. Better handoff from sales to customer success.

CRM 52

CRM SaaS Sales Journey mapping 52

Call Center Weekly

FEBRUARY 12, 2018

The researcher will use participant observation, interviews and surveys to understand what the customer is trying to accomplish and how the current environment contributes to a good or bad customer experience. Because of its richer output, an ethnographic study will tend to take longer to generate and analyze its data than a standard survey.

Journey mapping 245

Journey mapping Customer Experience Gamification Surveys 245

HGS

NOVEMBER 19, 2014

Hire a consultant, a partner, or do it yourself but test your current customer touch points be it by phone, web site, email, chat, video, text, etc. Additional information can come from many other sources as well , including speech and text analytics, CRM data, customer surveys, online reviews, or social media monitoring.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Comm100

JANUARY 21, 2021

From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). Using pre-chat surveys you can also categorize leads and save contact information, and when a conversation ends, use the wrap-up feature to tag hot leads for follow-up. Audio & Video chat.

Surveys 98

Surveys Marketing Sales Customer Support 98

Nicereply

MAY 18, 2021

Use these survey questions to capture customers’ concerns and admirations and then wow them with how you improve on what you lack and do more of what they love! However, the most valuable part of any survey is often not the score you receive. Enhance your Customer Satisfaction Survey.

Surveys 59

Surveys Metrics CRM Feedback 59

Comm100

JUNE 23, 2022

In fact, 57% of Gen Z surveyed said that they want websites to intuitively know what they want, and 45% said they’ll leave a site if it doesn’t predict what they like, want or need. With CRM integration, Salesforce or another CRM can be connected to recognize even more about visitors to your website. Personalization .

Chatbots 98

Chatbots Education Wait times CRM 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

GetFeedback

FEBRUARY 12, 2019

Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. This traction carries over to customer experience initiatives, with SMS surveys garnering open rates of nearly 100% and response rates of nearly 50%. Bottom line: SMS surveys work. What do SMS surveys look like at GetFeedback?

Transportation 94

Transportation Surveys Feedback CRM 94

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Watch this video to see how Aspect Performance Management helps transform information into knowledge – and for more information on Aspect Performance Management, visit our product page.

Big data 102

Big data Management Journey mapping Contact Center 102

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

CSM Magazine

JANUARY 27, 2025

Surveys : Email surveys or pop-up forms on your site can quickly collect valuable input. Run workshops or video tutorials to get them comfortable, and always provide hands-on practice. CRM Systems for Managing Relationships Great relationships dont just happentheyre built over time with consistent effort and the right tools.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. Technology proficiency: Ensure agents can confidently navigate the essential tools, including logging into systems, using the basic functions of the CRM, handling contacts through the communication platform (phone, chat, etc.),

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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

TechSee

NOVEMBER 6, 2018

Augmented Reality remote assistance takes this concept further by using AR and streaming videos to link the contact center and headquarters to the customer’s home or the field where the work is being performed, enabling agents to remotely solve hardware issues – seamlessly bridging the physical and virtual worlds. Effective, sometimes.

Technical Support 104

Technical Support Call Center Technology Enterprise 104

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. . Use Pre-Chat Forms and Post-Chat Surveys. Integrate a CRM Tool With Your Live Chat for Sales. This way, it takes less time for them to solve the issue.

Best practices 120

Best practices Customer Support Sales CRM 120

Momentum Telecom

FEBRUARY 28, 2023

A 2020 survey found that 20% of organizations suffered a security breach due to remote work , 1 so it likely won’t come as a surprise that the technology you rushed to implement may not be the most secure solution. Ultimately, today’s hybrid teams need collaboration tools that simplify work.

CRM 98

CRM Contact Center Technology Surveys 98

Netomi

SEPTEMBER 20, 2021

Back-end systems integrations (CRM, OMS, etc.) Integrates out of the box with over 70 other apps (CRM, ticketing, databases, livechat, and more). Respond to customers using text-to-speech, images, and streamed audio and video. SurveySparrow is a software platform for conversational surveys and forms. White label surveys.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Hodusoft

FEBRUARY 16, 2022

A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. A software that can manage your customer communication over multiple channels such as voice, email, social media, video, SMS, and chat is non-negotiable. CRM integration. SMS integration.

Contact center software 98

Contact center software Contact Center contact center solutions Interactive Voice Response 98

GetFeedback

OCTOBER 30, 2018

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. Responses are also disconnected from their CRM platform, making it impossible to take proper action. A Seamless Way to Get Immediate Post-Chat Feedback.

Surveys 41

Surveys Feedback CRM Customer effort 41

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

Method:CRM

MARCH 8, 2023

Survey customer satisfaction While there are different options available for customer satisfaction surveys, there’s no agreement on which one is best. A few ways to focus on this strategy includes: Access to free video resources. Below are some of the ways a CRM takes you further. Streamlines customer communication.

Customer Experience 89

Customer Experience CRM Self service Accountability 89

Comm100

AUGUST 1, 2023

Personalization drives new business When asked in a survey what matters to them when purchasing for the first time, 72% of consumers said they expect the businesses they buy from to recognize them as individuals and know their interests. s personalization survey. s personalization survey.

Personalization 92

Personalization Customer Service Surveys Advertising 92

GetFeedback

MARCH 13, 2019

Strong NPS survey design. The first part of building a successful NPS program involves making sure your online surveys are strong and built correctly. This means investing in a customer feedback solution that allows for mobile-friendly, aesthetically pleasing, and fully optimized surveys. Let’s look at each element individually.

Real estate 74

Real estate Surveys CRM Feedback 74

Totango

AUGUST 11, 2022

Demonstration videos. Video chat. Customer satisfaction and feedback surveys. Videos and webinars provide excellent tools for demonstrating product usage through screenshots. This can be delivered through technology tools such as in-app prompts, demonstration videos, tutorials, FAQ guides and support forums.

SaaS 113

SaaS Journey mapping B2B Upselling 113

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. CRM Connectors and API Integrations : Updating CRM client profiles in real-time just got easier.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

ChurnZero

AUGUST 14, 2020

Customer Relationship Management (CRM) Software. What is a CRM? CRMs primarily function as a relationship information database. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If NPS software is used to create, deploy, and manage NPS surveys. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . More Routing Options through CRM Applications.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

aircall

DECEMBER 1, 2022

WhatsApp is a free messaging platform that can be used to send messages and files, make voice and video calls, and send group and broadcast messages. Kustomer, which was recently acquired by Meta, is a CRM designed for omnichannel customer service. What is WhatsApp? See Aircall’s integration with HubSpot here.

APIs 117

APIs Wait times Customer Support Chatbots 117