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

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind. What is NPS? That’s all you need!

Surveys 99

Surveys Best practices Feedback Personalization 99

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

Hello Customer

OCTOBER 13, 2021

Churn and Retention rates, CSAT and NPS scores, product reviews, website behaviors and customer support data etc., But unless you know exactly what to do with any of this feedback, e.g., support sales and marketing teams, empower employees to better engage customers, streamline processes, remove service frictions etc.,

Surveys 98

Surveys Feedback Journey mapping Metrics 98

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

ProProfs Blog

JANUARY 18, 2022

While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale. Ratio scale examples: “ For how many years have you been working with this company? ”. For example, the age cannot be -10 years.

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Surveys Sales Marketing Customer Support 146

ProProfs Blog

JANUARY 18, 2022

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. So people will not get frustrated when they see your surveys. . Survey takers are typically asked to choose from multiple options scaled between two extremes such as Unsatisfied to Satisfied. Graphic Scale.

Surveys 142

Surveys Best practices Feedback Customer Service 142

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. For example, . Types of Survey Questions. Don’t worry!

Surveys 158

Surveys Feedback Customer Support Construction 158

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 98

Surveys Feedback B2B SaaS 98

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

Helpware

FEBRUARY 13, 2024

Understanding customers' needs is the main aim of customer service automation. Modern businesses are on the lookout for new methods that will make their customer support more personalized and tailored.

Customer Service 83

Customer Service Self service Customer Care Surveys 83

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

Surveys 145

Surveys Government Feedback Construction 145

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 274

Customer Support Customer effort Self service Metrics 274

ProProfs Blog

NOVEMBER 20, 2020

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. With an employee engagement survey, you can gauge the challenges faced by your employees at the earliest. What Is Employee Engagement?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Nicereply

JANUARY 4, 2022

Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Read our latest tips on how to provide great customer service.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Nicereply

JANUARY 17, 2024

Survey designers must pay close attention to avoid common pitfalls known as a double-barreled question. These types of questions, although well-intentioned, can induce inaccuracy in survey results. For example, consider a question like, “Do you find the product useful and affordable? Crafting the right questions is an art.

Surveys 59

Surveys Feedback Customer advocacy Customer Service 59

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

TechSee

MARCH 7, 2022

AI-powered customer service solutions are cost-saving and drive higher ROI as customers have come to expect and rely on accessible 24/7 digital support. Self-service platforms decrease overhead and customer support costs while increasing customer engagement. Customer Self Service Examples.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

ProProfs Blog

JANUARY 30, 2022

Quantitative Data Types with Examples. A few examples of discrete data include: Number of members in a team. A few examples of continuous data include: The daily temperature of a place. These strata are made using a common attribute that defines that set of people, for example, income or occupation. They are: Discrete.

Surveys 78

Surveys Finance Personalization Marketing 78

ProProfs Blog

JULY 30, 2021

As a survey creator, it is natural for you to expect encouraging and reliable responses to your surveys. With an enhanced survey response rate, the chances of collecting accurate data increases. But unfortunately, not all surveys are error free. Survey bias can be reduced with careful research and planning.

Surveys 78

Surveys Morale Feedback Journey mapping 78

ProProfs Blog

JANUARY 4, 2022

In addition to this, qualitative data can help you encourage discussions, monitor changes in customer behavior and attitudes, conduct meaningful interviews or surveys , and a lot more. . Qualitative data is usually gathered from surveys, interviews, observations, or focus groups. Examples of Qualitative Data.

Surveys 78

Surveys Feedback Personalization Education 78

ProProfs Blog

DECEMBER 30, 2021

A psychographic segment example could be a student interested in purchasing an online course. The collected data for psychographic segmentation is often qualitative because marketers perform market research via interviews, open-ended survey questions , focus groups, and research panels. Surveys/Questionnaires . Focus Groups.

Surveys 78

Surveys Brand ambassadors Advertising Marketing 78

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Surveys 158

Surveys Construction Personalization Feedback 158

ProProfs Blog

AUGUST 28, 2020

Receiving customer feedback is not just about surveys and data collection. Sure, an online survey maker helps you create a survey and access the right distribution channels, but what next? . When the survey data comes back in, how do you use it for the benefit of different teams – sales, marketing, product, etc.?

Surveys 158

Surveys Feedback Marketing Sales 158

ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

Surveys 153

Surveys Transportation Government Management 153

ProProfs Blog

JULY 30, 2020

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. Types of Website Surveys.

Surveys 145

Surveys Feedback Marketing Customer Support 145

Comm100

DECEMBER 7, 2022

The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more. Offer self-service to increase support capacity.

Chatbots 84

Chatbots Self service Wait times Customer Service 84

ProProfs Blog

OCTOBER 4, 2020

The need to get a better understanding of what their customers think of their brand. . As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Exploring the Difference Between a Survey and a Questionnaire? How to Run a Good Survey.

Surveys 147

Surveys Education Feedback Marketing 147

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

ProProfs Blog

JUNE 25, 2021

Are you happy with our customer support service? These are popup surveys in action! Organizations worldwide are increasingly using popup surveys to collect real time feedback from their website visitors or target audience. So, what makes it different from a normal longform survey? What is a Popup Survey?

Surveys 78

Surveys Feedback Chatbots Customer Support 78

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

ProProfs Blog

JUNE 27, 2021

These include use of survey questions, using live chat to engage your potential customers, lead generation through affiliate and ad marketing, and more. These days, surveys have been increasingly used to create standard and long-lasting leads for your business. What are Lead Generation Surveys? What is their team size?

Best practices 78

Best practices Surveys Advertising Construction 78

delighted

AUGUST 16, 2021

One of the methodologies to answer those questions is through Voice of the Customer surveys (an easy data collection method that we’ll explore later on). Voice of the Customer survey in a web and mobile experience for quality feedback. Voice of the Customer surveys. Focus groups.

Surveys 93

Surveys Feedback Journey mapping Customer Support 93

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 175

Customer Support Customer effort Self service Metrics 175

TeamSupport

MAY 23, 2024

Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support. As the company grew and customer inquiries skyrocketed, the company needed a new approach. The Email Bottleneck Initially, Jackrabbit Technologies managed all their customer queries through masses of emails.

Customer Support 52

Customer Support Education Enterprise Technology 52

delighted

MAY 24, 2019

While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question. What are biased survey questions?

Surveys 60

Surveys Feedback Customer Experience Accountability 60