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.

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Surveys Feedback SaaS Accountability 148

ProProfs Blog

APRIL 3, 2020

No matter if you run a million-dollar business or are employed, the chances are that you have come across a survey. For most business owners, surveys have helped to quench their thirst for customer feedback. In reality, in a surprisingly similar fashion, most surveys get ignored and you can’t blame yourself for this, can you?

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Surveys Feedback SaaS Marketing 139

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

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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?

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ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” My Comment: Here are some of the latest stats and trends in the customer experience world. (I wrote a book on it!)

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ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. The “why?”

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ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. He shared a case study that I’ve often thought about and even referenced in my articles and videos. A great service experience stood out.

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ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. First Call Resolution is an important call center metric to determine the effectiveness of your call support staff. .

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Acquire BPO

AUGUST 28, 2024

But, as soon as a customer experiences frustration, a sour experience can start to chip away at long-term loyalty–or, even worse, cause the customer to completely abandon the brand. Pollfish surveyed the experiences of 600 U.S. consumers aged 18+ who contacted a company for support issues over the past year.

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ProProfs Blog

DECEMBER 6, 2019

The organizations that proactively invite and accept customer feedback have a better brand image. Studies have shown that nearly 75% of companies are perceived positively by the customers because of this reason. Evolution of Customer Feedback. Customer feedback is not a new trend. Such a customer is already gone.

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TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. It also stated that about 75 percent of companies believe that they are customer-centric, but only 30 percent of customers think that it’s true. Enhanced Customer Support. Marketing and Technology.

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Omni-channel support Customer Support Technology B2B 106

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Good customer service can prevent returns.

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CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. Take a thorough read and find out what it takes to keep your customers satisfied, happy and loyal! 10 Awesome Customer Support Tips & Examples. Visualize the Needs of Your Customers.

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ProProfs Blog

FEBRUARY 21, 2019

It’s a well-structured, simple, and striking ‘post-event survey.’. What is a Post-Event Survey? A post-event survey is usually conducted after the event is completed and its purpose is to analyze your audiences/customers’ expectations and thoughts about your event. How Do Post-Event Surveys Help a Company?

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Surveys Feedback Marketing Technology 111

ProProfs Blog

APRIL 3, 2020

Not only do they have to be very attentive towards customers’ complaints, but they have to respect their urgency and resolve the issue as soon as possible. Customer satisfaction surveys are the best way to maintain a constant dialogue with the customer and listen to what they want to say. Robust analytics and reporting.

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ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had a well-defined customer experience strategy. Customer Experience Roadmap Case Study.

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ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? There are several reasons to conduct employee satisfaction surveys.

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Surveys Feedback Employee engagement Best practices 109

ShepHyken

AUGUST 3, 2020

Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives. My Comment: Some of the best lessons are from those who not only teach, but those who also “do.”

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Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. What Is Customer Service Automation?

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ShepHyken

NOVEMBER 25, 2024

A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” My Comment: Customer support is going to get better!

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ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. Broad Data Collection. User Retention.

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Surveys Customer Experience Feedback Best practices 97

ShepHyken

MARCH 18, 2024

For years, I’ve said that customers are smarter than ever than ever. A fulfilled employee is more engaged at work and with your customers. Our customer support agents need AI more than our customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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ShepHyken

JULY 4, 2016

Marketing Nutt) Customer reviews on sites like Yelp, Google and industry-specific sites can be the lifeblood of businesses across verticals. An oft-referenced survey by BrightLocal found that 92% of consumers read online reviews, 40% form an opinion based on just 1-3 reviews, and star rating is the top factor for choosing a business.

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Customer Service Surveys Customer Experience Customer Support 202

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

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Customer Service Entertainment Marketing Customer Support 223

ProProfs Blog

SEPTEMBER 24, 2020

In today’s day and age, offering proactive and solution-oriented customer support has become essential. Companies that are not able to provide state of the art customer support don’t grow at the same pace as their competitors. Opt for a Popup Customer Survey.

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Feedback Surveys Analytics Customer Support 141

ProProfs Blog

MARCH 6, 2020

Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . Which survey to use? Customizations That Fit Your Needs.

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Customer centricity Surveys Analytics Sales 152

aircall

JULY 14, 2021

Studies have shown that highly engaged teams are 21% more profitable than those who feel less connected to their work. In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly.

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ProProfs Blog

JULY 30, 2021

Consider these crucial statistics: Accenture survey shows that 66% of customers value transparency as one of the most attractive qualities in a brand. Stackla research brings forth the fact that 86% of customers look out for brand authenticity before they support a brand. Brand Perception Case Studies.

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Surveys Marketing Analytics Feedback 167

ShepHyken

JULY 31, 2020

Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

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Customer Experience Customer Service Chatbots Upselling 223

Callminer

DECEMBER 17, 2019

The need for competent customer support is growing. “59% of customers say that they have higher expectations for customer support than they had a year ago.” Many companies are coming up short with customer support. Larger call centers may struggle with higher turnover.

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Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

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Chief Customer Officer Enterprise Customer centricity Consulting 250

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.

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Customer Support Scripts Healthcare Feedback 52

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

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Customer Service Entertainment Marketing Customer Support 206

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

ProProfs Blog

AUGUST 13, 2021

But, studies show that only 29% of employees are satisfied with career advancement opportunities at their workplace. All thanks to employee satisfaction survey questions , you can collect regular feedback from your employees. What Is an Employee Satisfaction Survey? Employee Satisfaction Survey Types. a) Pulse Surveys.

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ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. To help you get started, we’ve prepared a small customer support glossary below.

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TechSee

SEPTEMBER 28, 2023

If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it? In August 2023, we fielded a new study to answer this question. And the results were surprising. Do people know what Generative AI is?

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