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. Useful Customer Service Scripts Templates And Examples. General Greeting.

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Scripts Sales Customer Service Accountability 133

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

MARCH 3, 2025

Customer support. A proxy service may offer high-speed servers or premium locations, but if their customer service doesnt deliver, you may find yourself stuck when something goes wrong. This blog will guide you on how to evaluate customer support when selecting a proxy server provider. Heres a checklist.

Customer Support 52

Customer Support Advertising Scripts Accountability 52

ShepHyken

JUNE 21, 2019

Chatbots are simply machine-to-human, real-time text-based communication with your brand’s scripted FAQs. The scripted qualifier here is key; expectations that you can purchase a chatbot technology, stick it on your site and expect it to work are misleading. Chatbots require scripting from your existing human, customer-facing team.

Chatbots 308

Chatbots Customer Experience Scripts outsourcing 308

Quality Contact Solutions

JULY 26, 2022

After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. Instead, scripts are purposeful and serve as a guide to accomplish the objective of the call. No, it doesn’t.

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Scripts Call Center Telemarketing Best practices 98

OctopusTech

MAY 8, 2021

Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. You may also look for a change in company for your Customer Support Outsourcing services.

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outsourcing Customer Support Multichannel Chatbots 118

CSM Magazine

FEBRUARY 5, 2025

For start-ups, where the reputation of your brand is still being built, providing excellent customer service can create lasting impressions and loyal customers. When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming.

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Customer Support Customer centricity Construction Morale 52

IdeasUnlimited

MARCH 6, 2024

Since its inception in 2010, IdeasUnlimited has been pivotal in scripting success stories for numerous businesses. From transforming small businesses into thriving enterprises to scaling enterprises into globally recognized brands, IdeasUnlimited has been the backbone of customer support services for many.

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Customer Support Brand ambassadors Call Center Enterprise 105

AWS Machine Learning

OCTOBER 16, 2024

Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 86

Customer Service Scripts Coaching Finance 86

TeleDirect

MARCH 20, 2025

Monitor and Analyze Performance Metrics Regularly track KPIs such as customer satisfaction scores (CSAT), average handle time (AHT), and call abandonment rates to identify areas for improvement. Implement Feedback Loops Encourage customers to provide feedback through surveys and use their insights to enhance call center practices.

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Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

DECEMBER 28, 2018

Some customer support teams are almost 100% dedicated to triage and answers can take days to materialize. This group is also flipping the script when it comes to the preferred communication channel. That is one tall order when you consider that many companies staff up during holidays but roll them off during “slower times.”

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Customer Service Self service Customer Support Scripts 261

ShepHyken

NOVEMBER 4, 2022

Let us look at six ways in which BPOs can increase customer experience for your business. . Self-Service for Timeless Customer Support . Omnichannel Customer Support Options . The BPO industry is dynamic and constantly evolving, with many organizations realizing the benefits of omnichannel customer support.

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Do you want happier customers? Yes and yes!)

Customer Service 137

Customer Service Self service Surveys Scripts 137

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering. Jeff Greenfield.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

JANUARY 12, 2023

Enterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience. This process can be cost-prohibitive and difficult to scale, leading many enterprises to only support English for chats. Configure your customer support digital experience.

Customer Support 99

Customer Support APIs Scripts Enterprise 99

Nicereply

FEBRUARY 4, 2020

The truth is that there are more than a few similarities between working in a restaurant, as a barista, or as a waiter and our friendly neighborhood customer support person. Let’s take a look at how the skills you build in these roles lend themselves to providing an excellent customer experience. They become second nature.

Customer Support 107

Customer Support Scripts Personalization Technology 107

TeleDirect

APRIL 3, 2025

Custom Script Design: Tailor responses to align with your brand voice. Client Success Story: An e-commerce retailer using TeleDirects inbound solutions saw a 40% reduction in abandoned calls during peak shopping seasons by leveraging scalable staffing and custom scripts that aligned with their brand message.

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

Beyond Philosophy

FEBRUARY 2, 2024

Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service.

Scripts 221

Scripts Consulting Consulting Customer Experience 221

aircall

APRIL 6, 2018

In order to sell from the support desk, agents have to be granted the authority to sell. This could mean additional training in the software used by your sales team, and the freedom to occasionally improvise and go off-script. If that perfect storm materializes during a support interaction, your company still needs to be ready.

Sales 110

Sales Customer Support Upselling Scripts 110

ShepHyken

APRIL 15, 2022

Automate customer service. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. And this is only natural, given the limits customer support representatives have with both time and energy. Empower agents with the right customer support tools .

Customer Experience 185

Customer Experience Customer Support Enterprise Scripts 185

CCNG

JUNE 7, 2023

A recent search about how Chat GPT can and will assist in customer service, contact center and customer experience shows many ways ChatGPT can be a potentially valuable tool including: Answering Frequently Asked Questions (FAQs) : Chat GPT can handle repetitive and commonly asked questions by providing instant and accurate responses.

Contact Center 195

Contact Center CCNG APIs Scripts 195

OctopusTech

FEBRUARY 6, 2025

One of the ways of establishing clear protocols is to provide standardized scripts that can help agents assess the nature of each call accurately. The scripts also help to reduce errors and improve overall patient outcomes. This helps that emergency call receives immediate attention while non-urgent calls can be managed efficiently.

Best practices 62

Best practices Healthcare Call Center Interactive Voice Response 62

TeleDirect

JANUARY 16, 2023

There are two main parts to your call, the script and the call flow. Call Center Scripting vs. Call Flow Process : What are They? You’ve probably heard the terms “call center scripting” and “call flow process.” These are two major facets of the customer service and call center industries. But do you know what they mean?

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Call flow Scripts Call Center outsourcing 62

CSM Magazine

JANUARY 29, 2025

AI-powered tools, such as virtual receptionists and automated scripts with AI voices, are becoming common. These technologies help businesses handle customer queries quickly and accurately, improving customer satisfaction. Conclusion AI is transforming customer service across various industries.

Customer Service 52

Customer Service Scripts Chatbots Wait times 52

Callminer

JULY 30, 2020

Call center representatives should come from a place of wanting to help, and they should make that evident to customers…”. While sticking to set scripts can be helpful, being genuinely concerned with solving customer concerns helps customers feel valued. They use canned, scripted responses that lack sincerity.

Call Center 265

Call Center Customer Service Scripts Coaching 265

JivoChat

JUNE 19, 2022

How Explainer Videos Help with Customer Support. A visually appealing video can catch the customer’s attention more than if the same content was presented in a text. . Do your clients usually send the same questions to customer support? You Can Connect More With Your Customers. Write a Script.

Customer Support 75

Customer Support Scripts Education Surveys 75

ShepHyken

SEPTEMBER 20, 2022

How to convert an un-amazing situation into an amazing experience: Walk in your customer’s shoes and compare that to what you might expect for your own experience. Make your customer support agents (more) knowledgeable. Help them understand that they don’t have to go through a script when it is unnecessary.

Scripts 176

Scripts Consulting Consulting Surveys 176

ShepHyken

JULY 5, 2019

Even if you know all the bells and whistles of your product, your customers only see what’s offered to them. Cut the jargon, and make sure your customer service team communicates on the level of your users. This means cutting out the scripts and taking on a positive and natural tone when talking.

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Feedback Self service Best practices Scripts 313

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

OctopusTech

JANUARY 20, 2025

In the case of a call center, you will mark the performance of the agents against key performance indicators like script compliance and customer service. Components of Call Center Quality Assurance Call center QA comprises a range of activities that aim to monitor and improve the overall customer service experience.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

Nicereply

MAY 29, 2023

Boost customer satisfaction with our 42 expert-crafted live chat scripts. Given the choice, your customers would choose your live chat option 100% of the time. But research shows that 41% of people prefer live chat as a support channel. Live chat scripts are one of those critical tools.

Scripts 52

Scripts Customer Service Feedback Customer Support 52

TeleDirect

OCTOBER 23, 2023

That’s where a customer service script comes into play. Call handling scripts outline the customer’s journey and prompt the person representing your company to create a memorable and consistent interaction with a client, customer or business associate.

Scripts 62

Scripts Personalization Customer Service Call Center 62

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. ” – Gregory Ciotti, Go-To Scripts for Handling 10 Tricky Customer Service Scenarios , Help Scout; Twitter: @helpscout.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The superagent of the future contact center will be a strong listener with the ability to understand the psychology of good customer experience. Fewer phone calls, but more complex conversations.

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Contact Center Self service Banking Airlines 291

TeleDirect

MARCH 15, 2025

In this blog, we will explore the advantages of US-based call center services , how they improve customer satisfaction and brand reputation, and why businesses should invest in domestic customer support for superior service delivery. US-based call centers are customer support and service centers located within the United States.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Callminer

JANUARY 18, 2021

Encourage agents to cheer up callers with more flexible scripting. “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. Minimise language barriers with better hires.

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Best practices Call Center Contact Center Scripts 226

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language.

Scripts 195

Scripts Consulting Consulting Personalization 195