ProProfs Blog

OCTOBER 25, 2017

The quality of customer support not only plays a big role in the profitability of a company but also determines the number of loyal customers. As recent reports suggest, 55% of customers are willing to pay more for a better experience. Website Based Customer Support. Tool Based Customer Support.

Customer Support 150

Customer Support call center software Analytics Call Center 150

ShepHyken

APRIL 26, 2021

Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. Shifting the Customer Experience from a Cost Center to a Profit Center by Brian Solis.

Customer Service 354

Customer Service First call resolution Contact Center Best practices 354

AWS Machine Learning

FEBRUARY 21, 2025

Providing effective multilingual customer support in global businesses presents significant operational challenges. Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions.

Engineering 107

Engineering Technical Support Contact Center Feedback 107

ShepHyken

JANUARY 2, 2019

Within a few minutes, there was a knock at the door and a man from engineering was there with a new scale. And, just a few minutes after the engineer left, Neil received a call from the front desk to make sure the scale was working and if there was anything else he needed. He noticed the electronic scale in the bathroom didn’t work.

Customer Service 331

Customer Service Engineering Customer Care Customer Support 331

TeamSupport

NOVEMBER 15, 2023

Here is some expert advice on how to find the “sweet spot” between overstaffing and understaffing your customer support team, and what skill sets you’ll need to look for to scale your team effectively. Level 1 customer support consists of staff who have a foundational knowledge of products and services.

Best practices 105

Best practices Customer Support Engineering Analytics 105

UJET

JULY 10, 2019

To help with this, companies can hire remote customer support agents. These agents can fill in spots and help the company continue to offer excellent customer support. But what are the pros and cons of using remote customer support agents? But the customer support agent candidate pool might be small.

Customer Support 111

Customer Support outsourcing Call Center Surveys 111

TeamSupport

DECEMBER 8, 2023

According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

TechSee

JANUARY 14, 2021

With herd immunity even further off than originally expected — and customers both wary of on-site assistance and increasingly embracing the concept of remote engineers — remote customer support has become an effective long-term solution for enhancing service quality, reducing operational costs, and improving the customer experience.

Customer Support 109

Customer Support Engineering Enterprise Surveys 109

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. Sonnet prediction accuracy through prompt engineering. We expect to release version 4.2.2

Education 112

Education Engineering APIs Enterprise 112

TeamSupport

JULY 20, 2023

Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Full visibility into issues and tickets is just a few clicks away.

Customer Support 98

Customer Support Engineering Customer Experience Management 98

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human.

Customer Support 105

Customer Support Feedback Service level Engineering 105

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

Solvvy

SEPTEMBER 7, 2022

Leaders, when you look at your own team’s stance on support, is the speed of delivering customer solutions a metric you’ve been prioritizing and measuring? Solvvy’s AI-powered support produces happiness.

Customer Support 106

Customer Support Self service Engineering Analytics 106

Nicereply

APRIL 11, 2022

One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. It’s a lesson you learn quickly working in customer support.

Customer Support 97

Customer Support Engineering Time management Self service 97

ShepHyken

MARCH 12, 2021

Also, enabling them with the right technologies that drive seamless interactions with your sales and customer support teams is equally important. Rohan is skilled in Search Engine Optimization (SEO), Pay Per Click (PPC), Email Marketing, Conversion Optimization and Social Media Marketing. .

B2B 385

B2B Journey mapping B2C Telecommunications 385

bold360 Blog

DECEMBER 7, 2020

and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). . How do self-service tools support optimization and improvement of customer support? You can investigate when they channel out, then go backwards to reverse engineer a solution.

Customer Support 98

Customer Support Self service Wait times Education 98

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

Customer Service 259

Customer Service Chatbots Engineering Analytics 259

AWS Machine Learning

FEBRUARY 10, 2025

Our initial approach combined prompt engineering and traditional Retrieval Augmented Generation (RAG). Gordon Campbell, Co-Founder & Chief Customer Officer at RDC RDC envisions generative AI playing a significant role in boosting the productivity of the banking and credit industry.

Chief Customer Officer 111

Chief Customer Officer Banking SaaS Engineering 111

ShepHyken

JULY 11, 2016

Well worth your attention, especially if you have any type of customer loyalty program. 6 Quick Tips To Improve Every Customer Support Email You Send by Jack Plantin. Here are 6 tips that can help you write a perfect customer support email every time. Leaders are responding to the last round of surveys.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

ProProfs Blog

MAY 21, 2020

Customer Service Engineer. Customer Service Specialist. Remote Customer Service Representative. Customer Service Representative. What Are the Different Customer Support Job Descriptions You Can Post? Customer Support Representative. Remote Customer Support Representative.

Customer Service 166

Customer Service Engineering Customer Support Management 166

TeamSupport

NOVEMBER 11, 2020

Identify issues that that diminish product performance or inhibit customers’ ability to use a product. And escalate reported issues that cannot be resolved within Support to product engineering or DevOps groups for resolution. Remember, for many technology companies, 70% or more of revenue comes from existing customers.

Customer Support 98

Customer Support Coaching Education Engineering 98

Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. I now refer to this concept as “internal customer support.”.

Contact Center 84

Contact Center Customer Support Engineering Airlines 84

AWS Machine Learning

JULY 29, 2024

Effective customer support and project management are critical aspects of providing effective customer relationship management. He is responsible for providing deep, domain specific expertise to enterprise customers, helping them leverage AWS’s AI and ML capabilities to their fullest potential.

Customer Support 126

Customer Support APIs Management Enterprise 126

AWS Machine Learning

NOVEMBER 22, 2024

The mandate of the Thomson Reuters Enterprise AI Platform is to enable our subject-matter experts, engineers, and AI researchers to co-create Gen-AI capabilities that bring cutting-edge, trusted technology in the hands of our customers and shape the way professionals work.

APIs 124

APIs Chatbots Enterprise Customer centricity 124

Guru

JUNE 25, 2020

It was all hands on deck: everyone, from assistant to CEO, engineer to marketer, was scrambling to field the mounting support requests ( and they’re not the only ones ). Suddenly, there was a need for knowledge from across the organization, and no one had access to all of it.

Management 118

Management Finance Engineering Customer Support 118

ShepHyken

DECEMBER 14, 2021

Top Takeaways: Here is something brands and even CX practitioners often forget – customers just want to get things done. They are not worried about what department, whether it be sales, marketing, or customer support, resolves their issues. Customers really only care about problems solved.

Customer centricity 166

Customer centricity SaaS Engineering Sales 166

AWS Machine Learning

MARCH 19, 2025

AWS customers and partners innovate using Amazon Q Business in Europe Organizations across the EU are using Amazon Q Business for a wide variety of use cases, including answering questions about company data, summarizing documents, and providing business insights.

Government 107

Government Enterprise Wait times Engineering 107

Win the Customer

DECEMBER 26, 2024

Explainability & Interpretability: The Challenge: Many AI models,particularly deep learning models,operate as “black boxes,” making it difficult to understand how they arrive at specific decisions.This lack of transparencycan erode customer trust.

Education 59

Education Chatbots Engineering Management 59

Callminer

APRIL 20, 2020

A US business outsourcing their customer support functions to a firm in Mexico would fit this designation. With this in mind, frequent visits from a senior engineer from the off-shore vendor to the client site during the design phase can help ensure a clear project understanding.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

TechSee

JANUARY 9, 2018

Management was summoned to help deal with the unfolding crisis, including the company’s VP of Engineering, who rushed back to the nearest call center. A call was forwarded to him, but after speaking to the customer by phone, he too was unable to find the source of the problem. The pressure was mounting.

Customer Service 170

Customer Service Call Center Engineering Advertising 170

ShepHyken

MAY 22, 2018

Quotes: “You can’t get more personal than having a one-on-one conversation in real time with a customer service agent or support rep.” – Jamie Edwards. “It It drives people completely insane when a chatbot gets things wrong – it’s the worst form of customer service.” – Jamie Edwards.

Chatbots 204

Chatbots Engineering Sales Customer Service 204

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

TeleDirect

DECEMBER 24, 2024

Customer Expectations: Modern customers demand experiences that feel tailored and relevant to their preferences. How to Implement: Invest in AI-Driven Tools: Leverage AI-powered chatbots, recommendation engines, and sentiment analysis to enhance personalization.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Comm100

APRIL 15, 2025

With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. After hundreds of hours of engineering and testing, we can confidently say thats exactly what Comm100 AI Agent delivers.

Engineering 52

Engineering APIs Personalization Customer Support 52

ShepHyken

AUGUST 14, 2023

How to Use SEO and CX for Better Organic Performance by Veruska Anconitano (Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

CSM Magazine

MARCH 18, 2025

With the use of generative AI, businesses can design more innovative recommendation engines that offer customers exactly what theyre looking for (and sometimes, things they didn’t even know they wanted). Sounds pretty great, right? Lets dive deeper. Take, for example, personalized shopping experiences.

Chatbots 52

Chatbots Engineering Advertising Personalization 52