ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Customer Support 190

Customer Support Self service Journey mapping Wait times 190

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

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Surveys Contact Center Consulting Consulting 182

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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Customer Support Surveys Inbound sales Construction 160

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. They should learn firsthand what it’s like to be a customer. Experiencing firsthand comments from customers is a powerful dose of reality – hopefully, good reality!

Customer Service 381

Customer Service Customer centricity Surveys Customer Support 381

ProProfs Blog

NOVEMBER 20, 2020

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. With an employee engagement survey, you can gauge the challenges faced by your employees at the earliest. What Is Employee Engagement?

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Employee engagement Surveys Brand ambassadors Morale 158

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

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Surveys Feedback Morale Customer effort 144

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

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Surveys Construction Personalization Feedback 158

ProProfs Blog

AUGUST 28, 2020

Receiving customer feedback is not just about surveys and data collection. Sure, an online survey maker helps you create a survey and access the right distribution channels, but what next? . When the survey data comes back in, how do you use it for the benefit of different teams – sales, marketing, product, etc.?

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Surveys Feedback Marketing Sales 158

ProProfs Blog

OCTOBER 4, 2020

The need to get a better understanding of what their customers think of their brand. . As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Exploring the Difference Between a Survey and a Questionnaire? How to Run a Good Survey.

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Surveys Education Feedback Marketing 147

ShepHyken

MARCH 31, 2021

So, here are three of my favorite ways to get to know your customer.? . Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Focus on Feedback. Keep it short and simple – even just two or three questions.

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Feedback Surveys Sales Customer Service 402

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

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Surveys Best practices Construction Analytics 139

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

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Surveys Government Feedback Construction 145

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

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Chatbots Surveys Self service Personalization 431

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.

Surveys 148

Surveys Feedback SaaS Accountability 148

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?

Surveys 153

Surveys Transportation Government Management 153

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 297

Customer Service Surveys Customer Experience Feedback 297

ProProfs Blog

SEPTEMBER 18, 2020

In most cases, the right survey participants can bring the difference between a successful survey and a not-so-successful one. Now, modern entrepreneurs love to hunt for customer opinion. But do customers really like to offer feedback? What Do We Mean by a Survey Respondent? How to Find Survey Respondents?

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Surveys Chatbots Feedback Finance 147

ShepHyken

JANUARY 4, 2023

Some companies will make the mistake of cutting in areas their customers might notice – and that’s a mistake you want to avoid. . Customer Support Over the Phone Is Not Dead – The phone is still the most popular way for customers to contact a company with questions or problems.

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Customer Experience Customer Service B2C Self service 364

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

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Chief Customer Officer Call Center Consulting Consulting 301

ShepHyken

NOVEMBER 20, 2020

These are micro-goals that drive your team towards customer satisfaction, e.g. “ We will respond to email messages within 6 hours”. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. Try using NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score).

Customer Service 382

Customer Service Chatbots Education Feedback 382

ShepHyken

AUGUST 9, 2021

This article includes a comment that I don’t always agree with: Customer service begins where customer experience fails. Customer Service Benchmark Report – 2021 by Hiver. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 387

Customer Service Benchmark Customer Experience Surveys 387

ShepHyken

MAY 23, 2018

86% of surveyed customers said that if there was an emotional connection with a customer support agent and the customer felt they were cared for and valued, they would be willing to continue to do business with the company again. The numbers are different in the B2B world, as the customer may have fewer options.

Customer Service 254

Customer Service B2B B2C Surveys 254

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.” Human-Centered Customer Support by HubSpot & HelpScout. (I wrote a book on it!)

Customer Service 288

Customer Service Surveys Customer Experience Customer Support 288

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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First call resolution Call Center Best practices Customer Support 216

ShepHyken

DECEMBER 28, 2018

Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. 25% of millennials expect a response within 10 minutes of reaching out to support. Some customer support teams are almost 100% dedicated to triage and answers can take days to materialize.

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Customer Service Self service Customer Support Scripts 265

ShepHyken

MAY 1, 2018

How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?.

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Chatbots Customer Support Surveys Personalization 246

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

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Customer Support Feedback Chatbots CRM 108

ShepHyken

AUGUST 27, 2021

The raging pandemic situations have also changed the customer expectation to a considerable level offering many more challenges to the businesses these days. . All these discussions prove that customer loyalty should be the prime priority of businesses in order to strive and thrive in such a competitive market.

Customer Experience 406

Customer Experience Technical Support Finance Customer advocacy 406

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 98

Surveys Feedback B2B SaaS 98

ShepHyken

NOVEMBER 30, 2016

And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Customer Service 335

Customer Service outsourcing Surveys Customer Experience 335

ShepHyken

NOVEMBER 13, 2020

In order for feedback to be effective, it should help businesses improve their services and overall customer experience. So, feedback such as: “This is great!”, “This product sucks”, or even, “Bad customer support, won’t suggest to anyone” is considered useless feedback. It tells a lot more about the experience of a customer.

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Feedback Customer Experience Surveys Construction 261

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

Self service 417

Self service Consulting Consulting Surveys 417

ShepHyken

FEBRUARY 14, 2022

One of the most important parts of this process is making sure that you’re asking customers the right questions. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. This is a perfect example of the modern customer support experience.

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Customer centricity Chatbots Self service Feedback 241

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. It’s how you handle that feedback that makes a difference.

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Customer Service Metrics Self service Average Handle Time 303