ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

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Customer Support Customer effort Self service Metrics 178

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. Let’s learn more by jumping into customer survey questions examples.

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Surveys Feedback Customer Support Construction 158

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

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? However, there is a problem.

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Surveys Education Feedback Marketing 147

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. Let’s get started!

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Customer Support Education Self service Surveys 98

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

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., 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

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Customer Service Surveys Customer Experience Accountability 320

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.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ShepHyken

APRIL 2, 2018

Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey.

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Customer Service Self service Surveys Scripts 139

ProProfs Blog

JUNE 3, 2019

Time-zone based shifts enable you to serve 7/24 up and successful customer success! Effective Tips to Improve Customer Service. Customer success is only achievable once you work towards improving your customer service. Adding some features may benefit the interests of all your customers, while others may not.

B2C 150

B2C Feedback B2B SaaS 150

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Source: Deloitte Millennial Survey. You have to be supportive of your remote employees so that they can bond with you and feel connected to you as a team.

Management 162

Management Customer Service Best practices Entertainment 162

Fonolo

DECEMBER 16, 2021

With that said, social media is a great way to take pressure off your phone lines and reduce the cost of addressing basic customer questions. 3 Tips to Reduce Cost Per Contact in the Call Center. Customer loyalty. Call centers can use social media to engage with their audience and improve customer loyalty. TIP: Psssst.

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Customer Service Contact Center Abandon rate Call Center 146

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. 5 On the Fly Customer Experience Tips During-A Time of Uncertainty by Michael McNichols. So, happy reading and viewing!

Customer Service 237

Customer Service Marketing Personalization Customer Experience 237

ShepHyken

JULY 11, 2016

(Maritz Motivation Solutions) Maritz Motivation Solutions, a leader in providing consumer loyalty programs to US and global companies for more than 30 years, has released the Insider’s Guide to Customer Loyalty, providing insight and tips on loyalty programs for marketers and brands. That doesn’t work.

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Customer Service Entertainment Banking Customer centricity 204

ProProfs Blog

APRIL 17, 2020

The answer to these questions is – Asking Event Survey Questions! You can use the power of event surveys to know about attendees’ interests and expectations before the event and measure its success to know how much you were able to understand their expectations. Post Event Survey Questions. Mid Event Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

ProProfs Blog

APRIL 19, 2019

Don’t abandon unhappy customers – 70% of unhappy customers whose problems are resolved are willing to shop with the same brand again. Effective Customer Service Tips for Marketing, Sales, and Customer Support Teams. Customer service is an integral part of all the processes.

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Sales Marketing Customer Service Multi-channel support 128

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind. What is NPS? That’s all you need!

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Surveys Best practices Feedback Personalization 99

Nicereply

APRIL 5, 2022

We often deploy powerful tools such as CSAT surveys to measure Customer Experience. It is no surprise at all – CSAT surveys can tell us many things about customers’ thoughts. The goal of this article is to help you write better survey questions, along with some customer satisfaction (CSAT) survey examples.

Surveys 98

Surveys Feedback Customer Support Customer Experience 98

aircall

JULY 14, 2021

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. Here are some tips for doing just that. It’s easy to think employees will perform because you pay them.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ShepHyken

NOVEMBER 6, 2023

Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. There are plenty of examples and tips to get you thinking.

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Customer Service Self service Surveys Contact Center 186

Fonolo

AUGUST 19, 2021

And, those stats are even higher for customer support representatives, including call center agents. How to Make a Call Center Agent Engagement Survey. Listening to angry customers, hearing complaints, and managing high customer service expectations while being constantly watched can make anyone feel stressed.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

ShepHyken

OCTOBER 1, 2018

Each week I read a number of customer service and customer experience articles from various resources. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs. Here are my top five picks from last week.

Customer Service 48

Customer Service Surveys Customer Support Marketing 48

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Tips for Building a Customer Success Team.

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Upselling Feedback Surveys Customer advocacy 125

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

ProProfs Blog

APRIL 24, 2020

That’s because it becomes a deciding factor to shape the customer’s behavior towards your brand and whether they’ll return or not. That’s why we aim to explore customer service psychology in detail and different tips that can help you create a better support experience. What is Customer Service Psychology?

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Customer Service Feedback Chatbots Surveys 123

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?

Surveys 111

Surveys Feedback Marketing Technology 111

ShepHyken

JANUARY 30, 2023

Will ChatGPT (or some other for of AI) takes over the customer support world? Start your thinking about how this technology will impact customer support and CX by reading this article. The fifth (last) chart is a survey about who owns the customer experience. Will it take over the world? That concerns me!

Customer Service 45

Customer Service Banking Customer Experience Surveys 45

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. 7 Key Tips for Designing Voice-User Interfaces by Nick Babich.

Customer Service 200

Customer Service Coaching Marketing Call Center 200

ProProfs Blog

DECEMBER 24, 2019

“Why do website visitors give low ratings to our live chat support?”. What should I do to improve customers’ experience on my website?”. How can I get the most out of my live chat for customer support?”. Use proactive chat invitations to boost customer support service. Thank you for your patience. .

Best practices 120

Best practices Customer Support Sales CRM 120

ProProfs Blog

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. But not all of them point towards ‘the best tips’. They all have some practical tips that contribute to building a better service for your customers. Use Live Chat to Improve Customer Service.

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Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

ShepHyken

JULY 4, 2016

3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that. My Comment: Twitter has become a viable and popular customer service channel.

Customer Service 202

Customer Service Surveys Customer Experience Customer Support 202

ProProfs Blog

APRIL 19, 2019

Here are some tips you should keep in mind as you plan your perfect event: # Plan Your Event Around What You Aim to Achieve from It. Must Read: What is Survey Fatigue & How to Avoid Them? Post-event surveys are important to improve your future events. Try Survey Maker Software for Free.

Advertising 111

Advertising Surveys Feedback Sales 111

ProProfs Blog

SEPTEMBER 17, 2021

Imagine asking the above questions in a market research survey. The above survey questions fall in the category of leading questions and loaded questions. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

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Surveys Airlines Customer Service Accountability 78

JivoChat

JULY 6, 2022

According to research , 81% of consumers are more likely to make another purchase if they have a positive customer support experience. This means you should invest in your customer support. That team must be trained and skilled to impress your customers. How to improve your customer support.

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Customer Support Average Handle Time Feedback voip 75

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.

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Surveys Feedback Customer Support Wireless 98

Nicereply

DECEMBER 28, 2021

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ShepHyken

DECEMBER 17, 2021

From porch piracy to lost cargo to damaged packages, these unprecedented events can have a drastic impact on the customer experience, and the business’s overall performance this holiday season. Here are some tips for how SMBs can invest in proper protections to make the most of this holiday season. .

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Surveys Advertising Marketing Customer Experience 216