ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

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Customer Support Surveys Inbound sales Construction 160

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Overview of Customer Support Challenges Managing customer support without a dedicated system can be chaotic.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

TeleDirect

JANUARY 7, 2025

Whether its a technical glitch, a healthcare crisis, or a travel disruption, having round-the-clock support ensures that your customers are never left stranded. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty. Minimize downtime with instant troubleshooting.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

AUGUST 24, 2021

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. It is a philosophy.

SaaS 367

SaaS Upselling Customer retention Feedback 367

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience! Help Desk Ticketing System – 5 Ways it Revolutionizes Customer Support: 1.

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Customer Support Customer retention Customer Experience Management 275

ShepHyken

MARCH 13, 2017

But the reality many of us customer service leaders know all too well is that this type of service can be inconsistent at best. My Comment: Jeremy Watkin lives and breathes customer service. He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it.

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Customer Service Best practices Customer retention Customer Support 234

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Take demographic data about customers into account. Change in Customer Goals.

Customer retention 94

Customer retention Sales Marketing Big data 94

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.

Customer Service 236

Customer Service Customer retention Customer centricity Education 236

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management Metrics Consulting 52

CSM Magazine

FEBRUARY 11, 2025

Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. For example, B2B software teams often discover that customers create manual workarounds for missing features, leading to focused product improvements that eliminate these inefficiencies.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

ShepHyken

FEBRUARY 5, 2019

They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer retention 229

Customer retention Surveys Sales Customer Service 229

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

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Customer Support Bilingual agents outsourcing Contact Center 124

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

ShepHyken

JUNE 13, 2016

And, more than just another channel, Twitter has created applications specific for customer service and business. Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

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

TeleDirect

MARCH 15, 2025

In this blog, we will explore the advantages of US-based call center services , how they improve customer satisfaction and brand reputation, and why businesses should invest in domestic customer support for superior service delivery. US-based call centers are customer support and service centers located within the United States.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support?

Customer Service 246

Customer Service Chatbots Customer retention Marketing 246

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customers play a crucial role in establishing the position of a business in the market.

CRM 187

CRM Sales Feedback Customer Support 187

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans. 2. Base + Bonus Plan.

Best practices 126

Best practices Management SaaS Metrics 126

ShepHyken

OCTOBER 4, 2019

As your business nurtures a personalized and fruitful relationship with customers, chances are they won’t switch brands. In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand. Boosts Revenue Generation.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. ” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. Your call is important to us.”

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Wait times Interactive Voice Response Customer Support Call flow 52

TeleDirect

MARCH 15, 2025

Call Center Service for Your Business: Inbound vs Outbound Call Center Service for Your Business: Inbound vs Outbound plays a critical role in optimizing customer support and business growth. Understanding the difference between inbound and outbound call centers helps businesses create efficient customer engagement strategies.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

TeleDirect

MARCH 20, 2025

Excellent service leads to: Increased customer satisfaction and loyalty Higher first-call resolution (FCR) rates Reduced call handling times Improved brand reputation and customer retention 18 Tips for Exceptional Call Center Customer Service 1. Teach stress management techniques to handle difficult calls.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

MAY 30, 2022

My Comment: We are in the digital era of customer service. So many questions, problems, and complaints are answered and resolved using a form of customer support other than the phone. Our customer service research found that while 71% said they would use self-service tools, 65% still want to use the phone first.

Customer Service 35

Customer Service Customer retention Wait times Self service 35

Cincom

JANUARY 30, 2025

This clearly highlights that if companies limit themselves to standard loyalty programs, customers will not hesitate to leave, consequently cutting down a large chunk of your revenue. Thats where customer experience software enters. What is customer experience management? What role does data play in CX software ?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

NobelBiz

FEBRUARY 25, 2025

Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Automated Scoring & Predictions: AI removes bias, enhances training, and anticipates customer needs. Many call centers are still stuck using outdated quality management methods.

Quality management 52

Quality management Call Center Management Coaching 52

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience! Help Desk Ticketing System – 5 Ways it Revolutionizes Customer Support: 1.

Customer Support 198

Customer Support Customer retention Customer Experience Management 198

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

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Best practices Management Brand ambassadors Upselling 118

TeleDirect

MARCH 20, 2025

In this blog, we will explore proven techniques to elevate call center performance, boost customer satisfaction, and ensure that your call center delivers top-notch customer service. Provide stress management techniques to help agents remain calm under pressure. Use workforce management software to schedule agents appropriately.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. The key to dealing with the Matures is to up your personalization when providing customer support. Conclusion.

Customer Service 221

Customer Service Entertainment Marketing Customer Support 221

Outsource Consultants

FEBRUARY 25, 2025

They enhance customer experiences, streamline operations, and boost sales. Businesses that effectively use call center services often see significant improvements in customer satisfaction and revenue. Elevating Customer Support Call centers provide top-notch customer support, which is essential for ecommerce success.

Call Center 67

Call Center Sales outsourcing Technical Support 67

TeleDirect

MARCH 14, 2025

A lack of proper time zone management can lead to delays, missed opportunities, and customer dissatisfaction. In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. 5 Ways to Enhance Customer Experience. Marketplace data.

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Customer Experience Feedback Customer centricity Customer retention 300

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251