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

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

TechSee

APRIL 26, 2021

Finding ways for agents to collaborate with each other and with their technician workforce is critical to ensuring fast resolutions and high customer satisfaction levels. At the same time, organizations realize that they must be fully focused on each customer’s needs. Stage 3: Visual Self-Service. Game-changing, right? .

Contact Center 109

Contact Center Self service Upselling Call Center 109

ShepHyken

JULY 31, 2020

Indeed, it results in higher customer satisfaction, as 78% of customers said they were better served through co-browsing as opposed to 47% for self-service support. A huge organization, Amtrak’s website, was getting almost 375,000 visitors each day, and managing customer interactions was getting difficult.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

TechSee

FEBRUARY 5, 2019

A greater pivot towards self-service is the natural outcome. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

CRM 164

CRM Personalization Self service Sales 164

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Chase Clemons, Head of Customer Support at 37 Signals. Chase is the Head of Customer Support at Basecamp , leading project management tool.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

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. I was in support leadership for a couple years. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. Brand Pain Point #2: Missed opportunities to drive revenue via upsells.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

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.

Customer Support 68

Customer Support Feedback Best practices Self service 68

TeamSupport

AUGUST 9, 2019

You’ve got a product or service people love, and you’re getting new customers all the time. Five customer support agents may no longer be enough, and it’s time to expand the team to double digits to meet the demand of tickets and phone calls. Seeing a business grow in front of your eyes is exciting.

Customer Support 56

Customer Support Self service Upselling Technology 56

TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. I’ll be here all week!

B2B 64

B2B Customer Support Upselling Wait times 64

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. “Do you want to SuperSize that?” ” and “Do you want fries with that?”

Sales 124

Sales Technology Customer Service Chatbots 124

TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

ProProfs Blog

SEPTEMBER 28, 2018

Or is it the lack of a medium that helps you keep your customers and site visitors engaged with the brand that ultimately leads to a delightful experience? You lack a medium that helps you provide 24/7, instant customer support that builds a delightful customer experience journey. Definitely not. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Inbenta

JULY 29, 2021

These situations call for superior airline customer service. Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . Achieving top-notch airline support with chatbots. Upgrades or upselling management.

Airlines 88

Airlines Chatbots Upselling Self service 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

Fonolo

APRIL 6, 2020

Perfect for any remote sales team, the cloud-based service not only allows you to manage it through an app but it allows you to use local numbers from at least 75 countries in the world. You can have an automatic dialer and provide general customer support through call recording and its many other functions.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

SEPTEMBER 21, 2023

Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise. The Auto Modeling application observes your visual customer support sessions and autonomously builds it’s own visual AI models of your hardware and components.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Totango

SEPTEMBER 20, 2022

Showing customers how to unlock product value by explaining features through demonstration videos, tutorials, and FAQ resources. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives.

B2B 88

B2B SaaS Education Brand ambassadors 88

Quiq

AUGUST 24, 2021

As a result of these two changes, brands’ ability to succeed online and drive more revenue has become increasingly reliant on their capability to deliver premium customer service experiences. Reroute Off-Hour Care Inquiries to Self-Service Messaging To Drive Conversions. Introducing Counterintuitive Commerce.

Self service 74

Self service Customer Care Upselling Customer Support 74

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. And our customers have that same level of preparedness, visibility, and empowerment to help their customers.

B2B 64

B2B Self service B2C Customer Support 64

ProProfs Blog

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. These statistics of live chat on the website will help you learn its relevance for your business and how its use can help your support team manage customer expectations. Source: Inc ) Tweet this.

Wait times 135

Wait times Customer Support Transportation Sales 135

Hodusoft

AUGUST 9, 2021

Enable self-service. One of the time-saving and user-friendly tactics that customer contact centers can enable is self-service. Using IVR or pre-recorded messages most of the tasks can be automated saving precious time for customer service agents and customers. There is no wait time.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

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. Improve Your Self-Service Platform.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. But times are a-changing.

Customer Support 40

Customer Support Self service Upselling CRM 40

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

B2B 59

B2B Self service Upselling Customer Support 59

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software? Customer Support/Service or IT Operations.

CRM 87

CRM Finance Upselling Accountability 87

SmartAction

OCTOBER 25, 2023

Competitors who maintained a strong presence in voice communication gladly welcomed these dissatisfied customers into their fold. To add to the complexity, customers were often required to press the star (*) key to return to the main menu or zero to reach a live person, causing further frustration.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

TechSee

MAY 29, 2018

In customer care organizations, FCR is used to gauge the quality of customer service as well as the overall efficiency of the call center’s operations. A low FCR call center rate has a significant impact on costs, customer churn, upsells and lifetime value, customer satisfaction and agent loyalty.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

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. The end-result? You benefit from increased productivity and improved overall performance.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

ProProfs Blog

AUGUST 14, 2020

Offering a self-service option to visitors who seek instant answers to their question. A customer’s issues may arise irrespective of your business hours. Check previous customer conversations to improve the upcoming interactions. Is live chat helpful for B2B customer journeys? Answering frequently asked questions.

B2B 174

B2B Analytics Education Feedback 174

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

AUGUST 18, 2022

Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99