TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. When customers know they can rely on your business anytime, they are more likely to remain loyal and recommend your brand to others.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention? Follow on Twitter: @Hyken.

Customer Service 248

Customer Service Customer retention Banking Customer Support 248

ShepHyken

JULY 26, 2021

What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson. Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization.

Customer Service 273

Customer Service Customer retention Contact Center Upselling 273

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 57

Customer Service B2B Customer retention CRM 57

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.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

ShepHyken

AUGUST 24, 2021

It saves companies money, ensures customer retention, and encourages customers to spend more. – Customer Success is about continuously finding ways to add value and ensure that your customers are maximizing the features and benefits of products or services that they bought from you.

SaaS 367

SaaS Upselling Customer retention Feedback 367

ProProfs Blog

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service 128

Customer Service Customer Support Education Feedback 128

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

ShepHyken

MARCH 13, 2017

He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it. In this informative article he shares five of the ways his team delivers a consistent customer experience. How To Provide Witty And Effective Customer Support On Social Media by Jimmy Rohampton.

Customer Service 234

Customer Service Best practices Customer retention Customer Support 234

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

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. Follow on Twitter: @Hyken.

Customer Service 236

Customer Service Customer retention Customer centricity Education 236

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. The renewal process has bugs.

Customer retention 94

Customer retention Sales Marketing Big data 94

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Train to Listen. Update Customer Knowledge Bases.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos. This article will get you thinking about how you can use it for your customers.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.

Customer Service 226

Customer Service Customer retention B2C Contact Center 226

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

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. You’ll want to ask about labor markets, hiring timelines, retention stats and more. But what mix of live agents versus AI is best for your business?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

ShepHyken

MAY 13, 2024

My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 196

Customer Service Customer retention Metrics Advertising 196

ShepHyken

MAY 17, 2021

How to Commit Your Brand to Customer Success by Jared Atchison. Effective marketing, a strong customer support team, and a robust content strategy all contribute to the development of your company. If you currently don’t have a customer success program, this article will give some insights to help get you started.

Customer Service 220

Customer Service Customer retention Marketing Sales 220

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. Q2: What training methods are best for call center agents?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

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. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

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

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? Follow on Twitter: @Hyken.

Customer Service 246

Customer Service Chatbots Customer retention Marketing 246

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. Customers want their issues resolved on the first call, without needing to make multiple follow-ups. Use positive and reassuring language.

Call Center 62

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

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

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

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

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

JULY 20, 2020

Here are four ways companies are guilty of underserving their customers. How to Turn Every Customer Service Call Into a Valuable Customer-Retention Conversation by Gregg Schwartz. Rather than just respond, why not take the opportunity, since your connected with the customer, to deepen the relationship.

Customer Service 158

Customer Service Self service Customer retention Surveys 158

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.”

Wait times 52

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

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. How does support ticket deflection benefit the customer? What is ticket deflection?

Customer Support 98

Customer Support Self service Chatbots Wait times 98

Outsource Consultants

MARCH 18, 2025

Agent Expertise and Continuous Training The backbone of any successful call center is its team of experienced and well-trained agents. These professionals are often the first point of contact for customers, making their skills and knowledge essential for positive brand representation.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

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. It’s also an important step in becoming sincerely customer-centric.

Customer Experience 300

Customer Experience Feedback Customer centricity Customer retention 300