CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. 5 Strategies for Increasing Customer Retention by Andrian Valeanu.

Customer Service 35

Customer Service Customer retention Wait times Self service 35

ShepHyken

MARCH 21, 2022

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

ShepHyken

AUGUST 6, 2023

25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. My Comment: I didn’t know Apple had a magazine. (I

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

NOVEMBER 27, 2023

Instead, the machine can become the co-pilot to a powerful interaction with the customer – one that gives the front-line customer service and sales reps tools that they can use to deliver a personalized and better CX. This AI Customer Service Blueprint breaks down how to integrate AI for customer support into three main levels.

Customer Service 184

Customer Service Morale Customer retention Marketing 184

ShepHyken

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This is great information for anyone who has a customer support department. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Louis Magazine (St.

Customer Service 166

Customer Service Customer advocacy Average Handle Time Customer centricity 166

ShepHyken

NOVEMBER 29, 2021

Increase Employee Retention With These 4 Tips by David Finkel. Magazine) Employee turnover is always a stressful situation. Total Retail) The holiday season guarantees a seasonal spike in customer support tickets, resulting in a 42 percent increase. Here are my top five picks from last week.

Customer Service 229

Customer Service Chatbots B2C B2B 229

ProProfs Blog

DECEMBER 27, 2018

They are aware that organizations use tools like live chat software , ticketing systems, and online repositories to make the support process seamless. When it comes to instant support, we think of live chat and chatbots. They both have resulted in more sales, revenue, and a boost in customer loyalty. Customer Retention.

Chatbots 140

Chatbots Customer retention Customer Support Scripts 140

CSM Magazine

NOVEMBER 7, 2024

In today’s modern world, where innovations in technology take place, effective customer support is crucial for all businesses, especially for the iGaming sector. The role of the 24/7 support is not only to provide assistance to customers but also to strengthen loyalty to the particular brand.

Customer retention 52

Customer retention Customer Support Technology Management 52

CSM Magazine

SEPTEMBER 4, 2024

In the last four years, expectations for CX have been turned on their head as the pandemic and the urgent need to provide CX services remotely forced customer support teams to rethink how they interact with and provide value to customers. Customer retention is the no.1

Customer retention 52

Customer retention Chatbots Surveys Customer Support 52

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

CSM Magazine

APRIL 7, 2025

That can be anything from learning to drive, to getting some emotional support and even some extra backup when playing at online casinos. The latter is an area where customer support agents come into play, and they should be able to cover a wide range of issues. Sometimes in life, we all need a helping hand.

Customer retention 52

Customer retention Customer Support Personalization Technology 52

CSM Magazine

MAY 9, 2024

Companies that look forward can quickly reach out to address customer worries and propose solutions right away making it more likely for them to hold onto their clientele. Enhancing Customer Support with AI Customer support is a critical touchpoint in the customer journey.

Customer retention 52

Customer retention Personalization Customer Experience Chatbots 52

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. Flavio Martins is the VP of Operations and Customer Support at DigiCert INC. Flavio Martins @ WinTheCustomer.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

DECEMBER 2, 2024

Whether it’s a missing item or failed transaction, excellent customer support plays a pivotal role in ensuring customer satisfaction and loyalty. For businesses in the eSports industry, offering top-notch customer support is not optional—it’s essential. Transactions are often emotional. It builds trust.

Customer Service 52

Customer Service Multichannel Chatbots Benchmark 52

CSM Magazine

MARCH 20, 2025

Ask yourself questions like: Will the call center focus on customer support, sales, or both? Are you aiming to improve customer retention, increase sales, or address specific business challenges? Clear goals will guide every decision, from the tools you choose to your staffing strategy.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

CSM Magazine

DECEMBER 17, 2024

Reverse ETL flips this process by taking data from your warehouse and syncing it back into operational toolslike sales platforms, customer support software, or marketing tools. Why Does Reverse ETL Matter for Customer Experience? ETL is the process of extracting data from operational systems (e.g., The result?

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

CSM Magazine

JANUARY 9, 2025

However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. Why Customer Service Matters in iGaming Customer service in iGaming goes beyond answering queries or resolving issues.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer retention 52

Customer retention Finance Benchmark Banking 52

aircall

JULY 28, 2021

For example, Forbes Magazine notes how tech companies were once known for their swanky HQs with modern architecture, sprawling cafeterias, and other benefits. To reduce customer frustration and shorten wait times, Aircall also allows for call queuing , queue callback , and parallel calls. million fee to terminate their lease.

Real estate 104

Real estate call center software Call Center Wait times 104

CSM Magazine

FEBRUARY 17, 2020

New technology and innovative solutions have allowed customer service departments across industries to improve dramatically. Yet when it comes to actually providing top-quality customer support, many companies are unable (or unwilling) to distinguish between call avoidance and effective practices. Never Let A Customer Down.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

CSM Magazine

MARCH 5, 2025

Smart support team training needs a plan, fresh ideas, and a solid business background. For professionals aspiring to lead customer support departments, such as Customer Service Managers or Directors, business educationincluding programs like MBAs, BSc in Management (BIM), and Master in Management (MIM)plays a crucial role.

Education 52

Education First call resolution Customer Support Employee engagement 52

CSM Magazine

SEPTEMBER 13, 2021

Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform results for their customer support service. What Are Customer Support Helpdesk KPI’s? Customer Retention Rate.

Customer Support 52

Customer Support Customer retention Technical Support Accountability 52

CSM Magazine

JANUARY 10, 2023

As an online casino owner, providing great customer support is key to success. It doesn’t matter if you are offering the most attractive bonuses or new games—if customers don’t have a top-notch experience with your service, they won’t come back. Gather customer feedback.

Customer Support 52

Customer Support CRM Self service Customer retention 52

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them. Check it out!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

CSM Magazine

MARCH 14, 2025

Companies are now leveraging chatbots, virtual assistants, and AI tools to streamline interactions, offering efficient and accurate customer support around the clock. But while these innovations bring clear advantages, customers often crave the warmth and connection associated with human interaction.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

CSM Magazine

JANUARY 15, 2025

For this very reason, more and more brands are relying on conversational AI for customer support. You can dramatically boost your odds of customer retention and loyalty with AI-powered chatbots or automated systems. Your customers get the answers they need right away, which keeps them engaged.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

CSM Magazine

OCTOBER 21, 2024

Encourage your employees to be proactive and go the extra mile in assisting customers. A well-trained, customer-focused team can significantly improve your customer retention rates and brand reputation. Ensure Consistent Quality Consistency is key to maintaining a great customer experience.

Customer Experience 52

Customer Experience Customer centricity Feedback Surveys 52

CSM Magazine

OCTOBER 22, 2024

Key Technologies Shaping Modern Customer Experience As customer expectations rise, businesses are leveraging various technologies to keep pace. Leveraging AI and Automation to Elevate CX AI and automation have become game changers for businesses striving to improve their customer experience.

Technology 52

Technology Customer Experience Chatbots CRM 52

CSM Magazine

FEBRUARY 11, 2025

Modern product management practices incorporate AI-powered analytics to detect patterns in customer behavior and anticipate needs before they become support issues. Streamlining Product Documentation Clear product documentation serves as a bridge between development and customer support teams.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. In today’s competitive environment, businesses that prioritize effective customer service see stronger customer retention and loyalty.

Customer Service 52

Customer Service Management Metrics Consulting 52

GetFeedback

JUNE 3, 2019

They allow you to have a direct line to your customers, engage them to ask questions, and even open up a larger dialogue if deeper issues arise. Beyond that, though, there are several other benefits that customer satisfaction questionnaires lend to your team, even outside of your customer support and experience functions.

Surveys 68

Surveys Construction Customer retention Marketing 68

ChurnZero

JANUARY 13, 2022

Bill Mahoney, Chief Customer Officer, ComplySci. In his new role, Bill will be responsible for ensuring success throughout the customer entire lifecycle, from initial onboarding onward. She understands customer service and puts customers first every single day. Follow Marla on LinkedIn. – West Coast, U.S.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CSM Magazine

FEBRUARY 19, 2025

Today’s business world is global, and with it comes a significant yet rewarding challenge for many companiesoffering top-notch multilingual customer service. Your customers arent restricted by borders, and your customer support shouldnt be either. The answer lies in multilingual customer service software.

Customer Service 52

Customer Service CRM APIs SaaS 52

CSM Magazine

MAY 10, 2024

For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship with each customer. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

Analytics 52

Analytics Feedback Customer retention Personalization 52

Netomi

JANUARY 5, 2022

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. She is a regular contributor to the Harvard Business Review and Forbes and has been a sought-after writer for publications including Fast Company, Entrepreneur, Knowledge@Wharton, ChangeThis, Seeking Alpha, QSR Magazine, among others. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98