Nicereply

MAY 4, 2022

When you rely on phone and email support, you will be only able to respond to one customer at a time. But with live chat, you can communicate with as many as six customers at once. Enable self-service. With knowledge bases, you can offer useful answers to customers while reducing your customer support volume.

Best practices 98

Best practices Self service Sales Surveys 98

TechSee

MARCH 19, 2018

But there is still one missing element that has barred AI from radically transforming the customer experience. What is the secret sauce in the AI mix that stands at the core of this customer support transformation? This has been proven to reduce agent training time and streamline the entire support process.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Flavio Martins is the VP of Operations and Customer Support at DigiCert INC. Flavio Martins @ WinTheCustomer.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

TeamSupport

JUNE 3, 2020

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). In Part 2, we explore all of the self-service options available within the TeamSupport platform. Help Yourself. Find them on the TeamSupport website.

B2B 64

B2B Education Self service Customer Support 64

Mindtouch

FEBRUARY 7, 2018

Your help content is one of the most valuable things you have to offer your customers. It can make the customer support experience more efficient, enable customer self-service , and even build brand awareness. But customers are savvy these days. Applying the Hemingway Iceberg Theory to Help Content.

Self service 71

Self service Entertainment Sales B2B 71

VocalCom

JUNE 24, 2020

Across all industries, the coronavirus pandemic has forced businesses to increase their online presence to ensure business continuity and maintain a good customer experience, reinforcing the need to interact with customers and prospects remotely on an increasing number of communication channels. Proactive experience hubs.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

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.

Wait times 135

Wait times Customer Support Transportation Sales 135

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. The Need for Speed.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Creditunions.com: 7 Strategies to Support Self-Service. The race toward the next generation of self-service is underway. Download the PDF. 7 Reasons Your Members Want To Text You. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

Comm100

MAY 31, 2016

Luckily, there are a number of techniques that can be used to keep you from working with difficult customers. In this post, we’ll explore preventative measures for online retailers, so that your customer support team can help guide your customers through a happy, difficulty-free shopping experience. Download Now.

Customer centricity 59

Customer centricity Self service Chatbots Feedback 59

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Creditunions.com: 7 Strategies to Support Self-Service. An easy to digest overview of credit union messaging and Quiq’s messaging platform. Download the PDF. 7 Reasons Your Members Want To Text You.

Finance 52

Finance Contact Center Self service Best practices 52

Totango

SEPTEMBER 22, 2022

Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. Lead : Person who has expressed some interest in the service. This can be anything from downloading a white paper to signing up for a trial. Onboarding : A paying customer in the initial usage period. Primary Users.

SaaS 71

SaaS CRM Advertising Analytics 71

Fonolo

FEBRUARY 7, 2013

If it is working efficiently, then the issue may be occurring before customers pick up the phone. Poor self-service options or alternative support channels. When confronted with an issue, most customers will make some attempt to resolve it on their own. Create better self-service options.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

JivoChat

AUGUST 9, 2021

Offer real-time support around the clock, so customers can get the help they need no matter what time it is. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. Note that this doesn’t mean you need to hire people to man the system at all hours.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Offer real-time support around the clock, so customers can get the help they need no matter what time it is. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. Note that this doesn’t mean you need to hire people to man the system at all hours.

Personalization 52

Personalization Customer Service B2B SaaS 52

Fonolo

FEBRUARY 20, 2020

This new but rapidly proliferating expectation of ‘always-on’ support — particularly from tech companies — has businesses scrambling to find ways to meet it. Artificially intelligent automation could help provide this level of customer support, as long as it’s executed well. Or be prepared to lose them!

Contact Center 101

Contact Center Call Center Wait times Technology 101

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A good customer service knowledge base: Meets Customer Expectations for Self-Service. How-to instructions. Infographics.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Amity

JANUARY 11, 2017

Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software faster with confidence. Can you give us a brief overview of Customer Success at test IO?

Engineering 99

Engineering Management Metrics Feedback 99