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.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Beyond Philosophy

NOVEMBER 28, 2016

There is general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. To build on this statement, let’s begin by looking at the results of satisfaction on downstream customer action. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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 274

Customer Support B2B Sales Marketing 274

ProProfs Blog

OCTOBER 16, 2020

Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel. And that’s what we’ll focus on – how a live chat sales funnel works, how it’s different from the traditional one, and how to optimize it. Live Chat Sales Funnel: How it Works.

Sales 148

Sales Abandon rate CRM Marketing 148

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. Customer Service Script Templates to Use in the Queue. Communicating Sales and Promotions.

Scripts 133

Scripts Sales Customer Service Accountability 133

ShepHyken

OCTOBER 30, 2020

The answer is simple but often overlooked: Focus on delivering five-star customer service. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy. 3 Voice Technology Saves Time For You and Your Customers.

Technology 273

Technology Customer Service Personalization Chatbots 273

ShepHyken

OCTOBER 4, 2019

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. It is the definitive business growth predictor. Why do I need to engage my customers? By engaging existing customers, businesses aim to retain them.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

Kayako

DECEMBER 22, 2016

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. SaaS companies and support teams.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

ShepHyken

AUGUST 30, 2021

(MarTech Series) Companies that focus on building a strong customer experience strategy have been known to experience reduce churn rates and increased revenues. A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes. My Comment: I love this topic.

Customer Service 44

Customer Service B2B Benchmark Personalization 44

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

ShepHyken

OCTOBER 2, 2017

This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well. Customer centric sales requires a more consultative approach, and sometimes means prioritizing help and advice over tying to make a speedy sale. My Comment: Thomas A.

Journey mapping 211

Journey mapping Customer Service Customer centricity Chatbots 211

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 Employee engagement Personalization 204

JustCall

AUGUST 16, 2021

It is a cloud-based software that comes with the technology you need for your support team. This eliminates the need for a wire-based phone and does not restrict customer support systems to be on-premise. CCaaS brings with it the agility and business continuity that every support team needs and every customer expects.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

JustCall

FEBRUARY 24, 2025

Read a text message (like a chatbot handling customer support). AI sales assistants that follow up strategically based on a leads past behavior. Business use case : AI-powered sales assistants that recommend the best follow-up strategy based on lead behavior. It listens, reads, or observes just like we do.

Healthcare 40

Healthcare Chatbots Real estate Scripts 40

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. Sales and service are being brought together as one. This mindset causes businesses to miss out on growth opportunities.

Call Center 376

Call Center Technology Banking Contact Center 376

ProProfs Blog

DECEMBER 14, 2021

As the Likert Scale definition suggests – these surveys are employed to gauge the level of agreement on a specific topic. How often do you require Customer Support? How do you feel about the quality of our customer support? What are your satisfaction levels with our customer support? Satisfied

Surveys 78

Surveys Feedback Customer Support Employee engagement 78

ShepHyken

JANUARY 31, 2020

Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service. The key to dealing with the Matures is to up your personalization when providing customer support. They are used to traditional forms of communication like handwritten letters and phones. Conclusion.

Customer Service 221

Customer Service Entertainment Marketing Customer Support 221

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . AI Chatbots for Customer Service.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Return Customer

JULY 24, 2019

Even so, do there really exist enough ways to make customers visit your business and buy again? Here, we look at five ways you can improve customer retention and subsequently improve your sales. Real-Time Customer Support. This practice has a lot of merits.

Sales 90

Sales Customer retention First call resolution Advertising 90

ShepHyken

JANUARY 31, 2020

Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service. The key to dealing with the Matures is to up your personalization when providing customer support. They are used to traditional forms of communication like handwritten letters and phones. Conclusion.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

JUNE 17, 2021

For example, you might divide your customer base up into customers who have purchased a particular product and those who have not, allowing you to limit an email marketing promotion to customers who have not purchased the product. Sales funnel stages. Customer support history. Onboarding progress.

B2B 71

B2B Journey mapping Accountability Sales 71

ShepHyken

NOVEMBER 27, 2023

20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business. As a business, you should be thinking about ways to improve the customer experience to stay competitive.

Customer Service 187

Customer Service Morale Customer retention Marketing 187

Callminer

NOVEMBER 25, 2019

An outbound call center places calls instead of receiving them, typically with a focus on nurturing and closing sales. This matters immensely as longer calls caused by extensive sales pitches are typically less successful than their shorter counterparts. Measure transfer rates to help reduce call complexity and customer effort.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

ShepHyken

FEBRUARY 27, 2023

Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them. Marketing must tell that story to the customer support team so everybody in the company can embody that story. Marketing is about supporting customer experience and success.”

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

Lumoa

SEPTEMBER 11, 2023

Booking tickets through the website, checking in online, and attractive introductory offers – all these contribute to customer experience even though the passenger hasn’t even reached the airport. This is the secret ingredient to retaining customers, increasing sales, and succeeding as an organization.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Understand customers better.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Understand customers better.

Analytics 52

Analytics Sales Customer Support Benchmark 52

Lumoa

SEPTEMBER 11, 2023

Booking tickets through the website, checking in online, and attractive introductory offers – all these contribute to customer experience even though the passenger hasn’t even reached the airport. This is the secret ingredient to retaining customers, increasing sales, and succeeding as an organization.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

AWS Machine Learning

MARCH 27, 2025

Lets say the task at hand is to predict the root cause categories (Customer Education, Feature Request, Software Defect, Documentation Improvement, Security Awareness, and Billing Inquiry) for customer support cases. You are a Support Agent and an expert on the enterprise application software.

Education 107

Education Engineering APIs Enterprise 107

Fonolo

MAY 16, 2019

It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. Creating Buzz with Brilliant Customer Service. There is no big secret here.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Callminer

NOVEMBER 18, 2020

“We train our customer service reps to avoid playing off the caller’s emotions…”. It’s easy to let their anger or frustration get you worked up, but losing your temper or being cowed by extreme emotion is definitely the worst thing a call center rep can do, in my opinion. Be non-communicative with the customers.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

CCNG

SEPTEMBER 29, 2022

Encourage Customers To Leave Reviews The simplest form of self-serve customer service is user generated content. After the sale, send a communication encouraging customers to post about the experience, service or brand. But it's definitely worth it. We make them feel appreciated. - Scott French, VERY New York 5.

Self service 195

Self service CCNG Chatbots B2B 195

TeamSupport

APRIL 27, 2021

Moreover, such leads can be found in bigger numbers helping you increase your sales. That being said, the meaning of website design for B2B customers is definitely a matter that shouldn’t be ignored. Use Chatbots for Customer Support. Luckily, Artificial Intelligence solutions are useful for this as well.

B2B 64

B2B Customer Support Marketing Chatbots 64

Fonolo

MAY 10, 2018

This San Francisco-based company innovating in the field of messaging products (highly useful tools for those in sales, marketing, and customer support) hosts an incredibly valuable and engaging blog with content related to sales, product management, and customer support, direct from the minds of innovative industry experts.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113