ShepHyken

MARCH 5, 2018

HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. What can cause “misery” for your front line support people? by Jimmy Rodriguez.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

Help Scout

MAY 18, 2021

Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level.

Customer Support 116

Customer Support Chatbots Self service Analytics 116

ShepHyken

JULY 5, 2019

Yes, customers helping themselves does sound a bit too good to be true. But it can be your reality – and it will reduce the amount of time your support agents have to spend answering basic questions. Send an email with a simple two to three question survey the day after the call to understand what can be improved.

Feedback 313

Feedback Self service Best practices Scripts 313

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52

ProProfs Blog

JANUARY 17, 2020

The entire process focuses on regaining the relationship and strengthening it to convert them into loyal customers.” It’s a plan to salvage bad customer support. What’s the Need for Customer Service Recovery? Not every customer-agent interaction is positive. Negative Customer Feedback.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Overall, how would you rate the performance of your customer support team?”. We’ll focus on a few areas that suggest why The Best are able to provide superior customer support. Is it a fact? An opinion?

Surveys 86

Surveys CRM Education Metrics 86

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. It requires a certain level of trust and transparency to have operators providing customer support in a remote location. “To

Best practices 226

Best practices Call Center Contact Center Scripts 226

BlueOcean

MARCH 24, 2025

When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. Its a dynamic document that, like your partnership, requires time and attention. And nothing takes a toll on relationships quite as quickly as stress.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

ProProfs Blog

DECEMBER 14, 2018

Access to all the customer information ensures excellent customer service. Smart reports & surveys make for the most wonderful part. David Hampton Remote Customer Support, Ford Motor Company. The ability for new and current customers to get answers on their schedule. Tweet this. Tweet this.

Surveys 142

Surveys Customer Support Metrics call center software 142

CSM Magazine

DECEMBER 3, 2024

Whether you’re managing tickets, tracking metrics, or offering omnichannel support, these Zendesk apps are game-changers. If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. It allows them to create or update help articles directly from tickets.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Customers That Stick

DECEMBER 15, 2014

If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea. Photo Credit: [link].

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Balto

JANUARY 6, 2025

Zoho Desk Zoho Desk is a cloud-based QA platform that enables call centers to manage customer support tickets, customer satisfaction analysis tools, and advanced agent scoring techniques. Customization Options: With Qualtrics, you can customize customer surveys with different question types and branching logic.

Call Center 52

Call Center Coaching Surveys Contact Center 52

GetFeedback

MAY 8, 2019

We finish a phone conversation with tech support and are asked to “remain on the line” to answer a few short questions about our experience today. Our inboxes receive surveys from companies we have done business with, asking for our feedback on a purchased product or service or an experience with their customer support desk.

Surveys 68

Surveys Feedback Personalization Sales 68

ProProfs Blog

NOVEMBER 26, 2021

Voice of the Customer (VoC) surveys are used to analyze the gap between customer expectations and reality. VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . But, before moving any further, let’s first understand what a VoC survey is?

Surveys 78

Surveys Feedback Personalization Marketing 78

Nicereply

SEPTEMBER 29, 2020

When working proactively, you pre-empt customer inquiries before they get to you. You can send messages to customers to notify them about product delays, bugs or outages. You can share documentation before the customer asks for it. People love proactive support too: 87% of U.S. Finally, track it.

Customer Support 64

Customer Support Education Customer retention Feedback 64

ProProfs Blog

DECEMBER 21, 2020

These are basic customer expectations and in case you are failing to meet these, chances are that your business may witness increased customer churn rate. Lack of a Great Customer Support. Did you know that 67% of customer churn is preventable if firms resolve issues the first time they occur? They are: i.

Surveys 148

Surveys Benchmark Feedback Sales 148

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. Net Promoter Score surveys are a type of customer experience survey.

Surveys 121

Surveys Feedback Personalization Metrics 121

ProProfs Blog

APRIL 2, 2020

In case you are someone with lots of paper-work taking place, the best way to deal with document e-signing is with the help of Right Signature. You can send documents, sign them from no matter where you are, and at the same time integrate your workflow. ProProfs Survey Maker. More about ProProfs Survey Maker here.

Surveys 151

Surveys Construction Time management Management 151

TeleDirect

MARCH 26, 2025

Implement 24/7 Customer Support Clients may need assistance at any time, especially during emergencies. Offering 24/7 support ensures that no query goes unanswered. Round-the-Clock Availability: Maintain support at all hours. Real-Time Data Access: Allow agents to access client history and documentation instantly.

Customer Care 62

Customer Care Multi-channel support CRM outsourcing 62

ProProfs Blog

DECEMBER 18, 2019

If this got you thinking, then it’s high time for you to establish customer service work objectives and tweak your customer service strategies to enhance the quality of customer support. . Are you looking for examples of customer service goals & objectives that you need to implement in your enterprise ?

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

Nicereply

SEPTEMBER 16, 2021

As leaders, we ask our support agents to categorize, tag, document or attempt to notice trends in this data as accurately as they can. Sid Bhambhani , Co-founder and CEO of Summatti , took his passion for customer support and used it to tackle this problem.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

delighted

MAY 11, 2023

You’re likely familiar with 5-star surveys. Whether you’ve seen them on an email survey or at the bottom of a help center article, 5-star surveys are universally recognized. They keep feedback collection as simple as possible by asking customers to rate your product or service on a scale of 1 to 5 stars.

Surveys 52

Surveys Feedback Education Self service 52

Outsource Consultants

FEBRUARY 9, 2025

Bilingual customer support isnt just a nice-to-haveits a necessity for businesses targeting both English and Spanish-speaking markets. This post breaks down why Mexico is the ideal destination for businesses looking to enhance customer experience while optimizing costs. Thats where Mexicos nearshore call centers shine.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CSM Magazine

NOVEMBER 27, 2024

Prioritize Self-Service Options According to a Zendesk survey , 75% of consumers say that self-service is a good way to address service issues, while 67% prefer self-service over speaking to a company representative. Implementing similar resources can reduce the load on your support team while giving customers a sense of autonomy.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

AWS Machine Learning

SEPTEMBER 14, 2023

“Data locked away in text, audio, social media, and other unstructured sources can be a competitive advantage for firms that figure out how to use it“ Only 18% of organizations in a 2019 survey by Deloitte reported being able to take advantage of unstructured data. Documents can be automatically routed to the right people or workflows.

APIs 113

APIs Government Accountability Engineering 113

ProProfs Blog

JANUARY 10, 2019

If your answers to these questions are a “No”, it is high time you employ in your business – a customer support tool, such as help desk ticketing software. Operational efficiency matters the most in customer service. Your agents cannot perform optimally without support desk software in place. Isn’t that frustrating?

Customer Support 94

Customer Support Surveys B2B Customer Service 94

ProProfs Blog

SEPTEMBER 27, 2019

You may not have an abundance of resources or a large manpower to take care of the ticket overload, but you can be prudent enough to employ customer support tools. Customer support tools make your operator’s job easier in many ways. Why is Support Desk Important? 1 For Effective Ticket Management.

Customer Support 106

Customer Support Metrics Surveys Customer retention 106

Nicereply

AUGUST 11, 2020

If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. Create documentation, exercises, and other materials to help the sales team perform and exceed their goals. Generate documentation and guides that salespeople can use with their prospects to facilitate sales.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Customer Experience leaders have 1.5 Of course, not!

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Upselling Feedback 52

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. You can export your report as a CSV document. Review statistics of the trigger-based surveys. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

Amity

SEPTEMBER 23, 2016

I can’t stress enough that in its most ideal state customer success is not customer support, so help your CSMs break away from their firefighting tendencies whenever possible. Document, document, document. Early on most company’s knowledge is transferred from head to head.

Accountability 93

Accountability Sales Surveys Customer Support 93

Nicereply

NOVEMBER 16, 2021

To make your decision process easier we have compiled the most important differences between Front’s built-in solution & third-party survey app. This document will give you a comprehensive view of what you can expect from the Front CSAT survey. Front CSAT solution offers a five-star survey. The first option.

Surveys 111

Surveys Metrics Analytics Enterprise 111

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. The 2011 movie “Moneyball” documented the introduction of this in Major League Baseball. How would you rate your experience with our customer support team?

Surveys 97

Surveys Metrics Feedback Marketing 97

ProProfs Blog

JULY 19, 2019

Poor Customer Service: An Overlook of Evident Fallouts . The result of poor customer service is pretty self-evident in the digital age. Every instance of bad customer service and experience is now documented over the internet to be viewed endlessly by everyone online.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140