Vcaretec

JUNE 6, 2022

And it’s the top-tier retailers who understand these customer care trends who will be finding huge revenue numbers under the tree this year. Let’s break down the 4 biggest trends in retail spending as it relates to holiday customer care. Customer satisfaction numbers must remain high, even as shopping volumes increase.

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. At Vcare, we help clients get more out of their customer care channels, especially during the holidays.

Customer Care 96

Customer Care Upselling Accountability Education 96

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. My Comment: Do you want more sales?

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Customer Support 268

Customer Support Sales B2B Marketing 268

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care. Read more.

Customer Care 89

Customer Care Sales Customer Service Best practices 89

Vcaretec

JUNE 6, 2022

All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center. There are many facets to any successful call center, either in-house or outsourced.

Customer Care 85

Customer Care Wireless Telecommunications outsourcing 85

ShepHyken

AUGUST 6, 2021

One of the most effective ways of growing a business is through streamlining your customer communications. Providing a quality experience for your customers has a positive impact on generating increased sales and improving overall brand reputation. Maximized Time. Transparent Results. Greater Flexibility.

outsourcing 225

outsourcing Call Center Sales Customer Care 225

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. This is a short article about how to apologize. It’s simple.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

Callminer

FEBRUARY 23, 2021

. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. ” – Keti Limani, Customer Service trends 2021 , Surveypal; Twitter: @Surveypal. In fact, 55% of support leaders plan to increase their spend on technology in the coming year.”

Call Center 376

Call Center Technology Banking Contact Center 376

Global Response

OCTOBER 15, 2024

The way people shop has changed and become more connected, and as a result, customer support needs to be more streamlined and centralized. An omnichannel contact center integrates customer communication across channels to provide a seamless experience and superior customer care. Sound a bit confusing?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

ShepHyken

JUNE 12, 2017

27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metrics you use to measure performance in the following areas: 1.

Customer Service 199

Customer Service Metrics B2C B2B 199

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer retention 63

ShepHyken

SEPTEMBER 1, 2017

As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. As soon as a customer accesses the contextual Q&A space, one of the top popular questions is probably the question they have.

Self service 212

Self service B2B SaaS Enterprise 212

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. My Comment: I’m still surprised at the number of companies that don’t embrace social media as a viable customer support channel.

Customer Service 209

Customer Service Self service Chatbots CRM 209

BlueOcean

OCTOBER 21, 2024

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camel’s back.

Customer retention 62

Customer retention Advertising Sales Enterprise 62

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical. That’s where the magic happens.

outsourcing 71

outsourcing Customer Care Entertainment Government 71

Return Customer

AUGUST 15, 2018

These are the facts that led brands to become more conscious about their customer support practices. That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. The Great Myth: The Customer is Always Right.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.

Consulting 195

Consulting Consulting Contact Center Gamification 195

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. To help you get started, we’ve prepared a small customer support glossary below.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

ShepHyken

JANUARY 8, 2018

Many companies make the mistake of an inconsistent customer experience from one channel to the next, from one location to the next, and even one employee to the next. A lack of consistency destroys confidence, and that destroys sales.

Customer Service 0

Customer Service B2B Contact Center Technology 0

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service.

CRM 164

CRM Personalization Self service Sales 164

ProProfs Blog

JANUARY 30, 2020

Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges. Customer Engagement Expectations. Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

CSM Magazine

JULY 28, 2021

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! 2020 saw a seismic shift in how brands connect with & serve their customers, and what those customers demand from a service experience.

Customer Support 59

Customer Support Agent Empowerment Chatbots Consulting 59

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical. That’s where the magic happens.

outsourcing 62

outsourcing Customer Care Entertainment Government 62

ProProfs Blog

MARCH 13, 2020

Thanks to omnichannel customer engagement , businesses can now engage customers and deliver a personalized and contextual experience for every interaction. So, what is omnichannel customer engagement? . In short, customers can take any route or any means to reach the companies. Challenges of Omnichannel Support.

Multichannel 165

Multichannel Customer centricity Enterprise Sales 165

ROI CX Solutions

DECEMBER 3, 2024

Many companies outsource some or all aspects of customer support to concentrate on their core business operations without shortchanging their customers. If youre ready to turn your customer experience into a competitive advantage, this article will cover the top 12 customer service outsourcing services.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

ShepHyken

FEBRUARY 12, 2024

If you don’t understand how they think about purchases and support, it’s time to learn. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 178

Customer Service Self service Personalization Customer retention 178

TechSee

APRIL 3, 2018

Customer care and support – TechSee. The relationship with your customers only begins with the sale. Quickly and efficiently handling any issues your customer may have with your product or service is key to ensuring long-term loyalty. Post-funnel marketing – Optimove.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

BlueOcean

JANUARY 8, 2019

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. Calculating Lifetime Customer Value. The Cost of Customer Retention vs Acquisition.

outsourcing 119

outsourcing Customer retention Advertising Customer Care 119

OctopusTech

JULY 31, 2023

There are various pros and cons of live chat outsourcing but it is one of the fastest-growing customer support channels. The demand for effective and efficient communication channels grows with the desire for excellent customer care. What Is The Meaning Of Live Chat Outsourcing?

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

aircall

MARCH 28, 2022

They usually incorporate one or more questions that measure a customer’s response to that specific business element, from “Very Satisfied” to “Very Unsatisfied”. CES (Customer Effort Score) surveys. Looking for more ways to redefine the customer experience at your business? The post Does NPS Equal Customer Happiness?

Customer Care 62

Customer Care Surveys Metrics CRM 62

Blueship Call Center

NOVEMBER 21, 2022

If your online business expands, you’ll want to guarantee the best customer support experience while maintaining the highest standards. Customer service representatives are crucial in developing the brand and solidifying relationships. The Importance of outsourced customer care services. Social Media.

Customer Care 40

Customer Care outsourcing Brand ambassadors Technical Support 40