ShepHyken

NOVEMBER 15, 2023

But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present. Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 153

Morale Feedback Upselling Surveys 153

CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. Reduces Customer Support Costs Customer education equips people to solve their problems without requiring assistance.

Education 52

Education Upselling SaaS Self service 52

Liveops

OCTOBER 19, 2018

Ask the agent what would be the best way to share positive feedback so that it reaches the call center where they provide services. If you’re given the chance to press “1” to opt-in and provide comments after a call or chat experience, take it and always be honest, but respectful, with your feedback and praise. Take the survey.

Customer Support 87

Customer Support Upselling Call Center Feedback 87

Win the Customer

JANUARY 20, 2020

This also results in building more opportunities for upselling and cross-selling. It’s similar to how a store clerk greets customers when they step into a store. Better customer support – Research by Juniper Research has revealed that chatbots will be responsible for saving over $8 billion each year by 2022.

Chatbots 159

Chatbots Feedback Surveys Sales 159

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

Kayako

OCTOBER 16, 2017

Your customer support and customer success teams need shared goals. There is no shortage of metrics customer support teams could be tracking. Customer satisfaction. Product feedback. When you add the cost of customer churn (ex. Collect product feedback to help improve the product.

Customer Support 74

Customer Support Feedback Surveys Finance 74

Totango

NOVEMBER 23, 2021

These issues can be addressed by using a CS platform that collects data from all stages of your customer journey and displays them through user-friendly dashboards and reports. You Can’t Evaluate Customer Health. How can you tell if your customers are satisfied or dissatisfied? A solution to this issue is customer health score.

Upselling 98

Upselling CRM Revenue potential Feedback 98

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face. Upsell – check!

Customer Support 68

Customer Support Feedback Best practices Self service 68

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Tips for Building a Customer Success Team.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ProProfs Blog

DECEMBER 11, 2020

Having said that, these aren’t the only benefits a business can gain from metrics for customer satisfaction. These can also help you in: Preventing customer churn. Improving customer engagement. Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ChurnZero

MARCH 7, 2025

Within your wider company, a successful customer community with self-serve resources and peer learning will add value in three main areas: 1: Customer experience: communities can enhance onboarding, drive retention, and provide customer training. Integrations are key to creating a 360 view of your customers.

SaaS 52

SaaS Gamification B2B Metrics 52

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ProProfs Blog

DECEMBER 16, 2020

Initiate a chat that helps sales and support teams understand customer intent better. Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. Close a sale while having a conversation with the customer. One, you can identify upsell opportunities for your business.

Management 147

Management Chatbots Sales Upselling 147

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. And speaking of customer experiences… Analyze insights from customer experience surveys Dig into the rich insights your customer experience surveys provide.

Customer retention 52

Customer retention Surveys Feedback Education 52

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. We’ve also gotten great feedback from our customers about this model. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Support 52

Customer Support Analytics Upselling CRM 52

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

SEPTEMBER 20, 2022

Using key performance monitoring and automatically triggered workflows to guide customers toward successful results. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 88

B2B SaaS Education Brand ambassadors 88

ProProfs Blog

MAY 9, 2019

Faulty assumptions about the digital customer experience. Lack of training for an omnichannel customer service. Evolving customer technology. No wonder, consumers get frustrated when businesses don’t respond to their feedback online, positive or negative! For your business to succeed, speak to your customers.

Enterprise 125

Enterprise Upselling Sales Customer Support 125

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

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Oracle, 2018) 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ProProfs Blog

JUNE 5, 2020

Feedback, . Benefit #2: Proactive Support. Do you know that 68% of consumers say that a brand’s perception becomes positive when companies send proactive customer service notifications to them? Create detailed pre-chat and post-chat forms for your customers to gather more data for improvement. Answer quality.

CRM 129

CRM Upselling Feedback Sales 129

ProProfs Blog

APRIL 5, 2019

Tools like HubSpot, Salesforce, and others can help you process survey data and spot recurring issues, track customer behavior, and formulate plans to roll out improvements. Analyze and Profile Customer Journey. The user in this scenario can be either a customer or an employee. Spot Trends and Improve Creative.

Surveys 122

Surveys Upselling Employee engagement Sales 122

TeamSupport

MAY 11, 2021

1 So, for to continue to flow, customers must continue to use your products. It is not sufficient to only satisfy customers, Support must deliver positive customer experiences that help sustain and grow existing relationships. H istorically, B2B customer support departments have not been thought of as revenue generating.

B2B 98

B2B Upselling Metrics Education 98

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 57

Customer Support B2C Customer retention Upselling 57

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. That’s where live chat comes into play.

Sales 72

Sales Upselling Feedback Customer retention 72

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Customer Support B2C outsourcing 52

ProProfs Blog

AUGUST 14, 2020

To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. While user feedback can help you understand the current expectations of your customers, live chat reports would offer insights on prospective buyers and how to conduct future conversations with them (in case they return).

B2B 174

B2B Analytics Education Feedback 174

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Data-oriented and customer-centric approach : Totango’s commitment to a data-oriented and customer-centric approach enhances user experiences and fosters long-term relationships.

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

Solvvy

MAY 8, 2019

In this fireside chat, hear insights from Caroline and Solvvy’s Maria Jiang on how to ensure Customer Support has a voice in determining the product roadmap, how to better position your products and services to align with customer expectations, and more. What about the relationship between marketing & customer support?

Feedback 48

Feedback Self service Upselling Customer Support 48

ProProfs Blog

APRIL 12, 2019

Use the feedback they provide to boost company morale, ask them to leave reviews on product platforms, invite them to refer their friends and colleagues; there’s a lot you can do. You can even upsell them to a new package! . Your promoters love your service and will promote it freely to all of their friends and colleagues.

SaaS 120

SaaS Customer retention Surveys Morale 120

Blueship Call Center

JANUARY 27, 2025

Unlike outbound call centers, which focus on making calls to customers, inbound centers are dedicated to addressing customer needs and ensuring their satisfaction. Key services provided by inbound call centers include: Customer Support : Resolving customer queries and providing assistance.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

Amity

FEBRUARY 26, 2018

The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. Know your current customer lifecycle. Customer success is all about the entire customer experience from beginning to end, and that goes beyond just acquisition. Review customer feedback.

Upselling 84

Upselling SaaS Feedback Sales 84

JustCall

MARCH 10, 2023

What is a Customer Support Workflow? Customer support workflow is essentially a sequence of steps or processes that a company follows to effectively and efficiently resolve customer inquiries, complaints, or issues. Communicate regularly and stay in touch with your customers throughout the onboarding process.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

ProProfs Blog

APRIL 17, 2020

With customers having all the power, it becomes challenging for you to make them stay. But rather than trying to do that, how about you measure customer success using customer support tool metrics to understand their thought process better. 1: Customer Churn Rate. #2: 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142