ShepHyken

APRIL 30, 2021

According to McKinsey , a travel company built a capability to score every customer’s experience by using location and transactional data and subsequently used machine learning to predict customer satisfaction based on individual experience.

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

CCNG

JANUARY 1, 2025

Our experience shows that bad Chat experiences result in lower satisfaction for subsequent Phone conversations, less customer willingness to consider upsell opportunities, and future customer avoidance of Chat because the customer distrusts Chat capabilities. (3)

Omni-channel support 195

Omni-channel support CCNG Upselling outsourcing 195

ShepHyken

SEPTEMBER 20, 2019

For example, if sales updates information about a customer contact in a CRM system, that information will be pushed to the support software so both teams have the most relevant data. This is just one way businesses are taking a smarter, data-driven approach to support information to keep customers happy.

B2B 287

B2B Customer Support CRM B2C 287

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly.

Customer Service 275

Customer Service Customer retention Contact Center Upselling 275

Totango

MAY 5, 2021

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

ShepHyken

JUNE 8, 2023

It’s only when you combine all of these considerations that you’ll be able to provide an exceptional experience. To achieve this, ERP software can unify your customer data and maximize its accessibility across marketing, sales, and customer service teams.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Callminer

FEBRUARY 23, 2021

Data custodianship will be taken more seriously. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

DECEMBER 12, 2017

Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. In this day and age, generic promotions should no longer exist. Make sure you don’t give everyone the same blanket promotions. Bots won’t understand 100% of everything.

Upselling 202

Upselling Personalization Call Center Sales 202

ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. With usage data, you can stay one step ahead and get an inside look into your customers’ preferences and potential areas of improvement. What is product usage data?

Accountability 96

Accountability Upselling Analytics Metrics 96

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

ShepHyken

NOVEMBER 15, 2023

They are made on data. But many think data is about volume rather than diversity or quality. They deploy every VoC tool at their disposal only to find that analyzing and actioning huge and diverse data sets is far from easy.

Morale 160

Morale Feedback Upselling Surveys 160

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

Upselling 115

Upselling Enterprise Accountability Metrics 115

ShepHyken

FEBRUARY 11, 2022

After auditing your order confirmation sequence and ensuring customers have some peace of mind, you can dive deeper into some post-purchase strategies, such as upselling and cross-selling. . He combines his skills in content marketing, SEO, data analysis, and marketing strategy to meet customers at the right moment in their journey.

Customer Experience 180

Customer Experience Upselling Marketing Personalization 180

ShepHyken

NOVEMBER 20, 2017

Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. With the right data, you can create an experience that sets you apart from your competition with a better CX. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 97

Customer Service Personalization Upselling Self service 97

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. During these calls, AI can suggest specific products for your agents to upsell to customers. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167

ProProfs Blog

DECEMBER 4, 2020

The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. It will help them understand the type of content their competitors are sharing across social channels, along with engagement data. Challenges.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

ShepHyken

AUGUST 10, 2018

PCA utilizes historical data from a CRM to guess the likelihood of future events. Predictive analytics can assist in this process by comparing existing loyal customer data to the leads in question. This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling.

Analytics 168

Analytics Upselling Banking CRM 168

ShepHyken

JULY 1, 2022

Data-Driven Customer Experience that Offers Personalized Service. This technique is used by many airlines to analyze data and offer personalized services such as best fare alerts or other extras that might be of interest to travelers. . Grow revenues & increase sales through upselling & cross-selling .

Airlines 200

Airlines Upselling Customer Experience Chatbots 200

TechSee

JUNE 23, 2021

Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. The adoption of remote visual assistance brought many advantages to the organization but also an eye-opening realization.

Self service 168

Self service Enterprise Upselling Technology 168

ShepHyken

OCTOBER 1, 2022

But because customer support wasn’t sharing information with our sales team, the customer would also get sales messages trying to upsell on the next tier. . These collections of data often happen, intentionally or not. For example, a current customer would submit a help ticket and start getting help on how to fix the problem.

Sales 180

Sales Marketing Customer Service Upselling 180

TechSee

FEBRUARY 5, 2019

Rewarding customers for sharing their experiences and transforming them into committed social media brand advocates will serve as effective upsell enablers, offering customers discounts on additional products and services in exchange for brand promotion and C2C lead generation. Episode Management. Power to the People.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

AUGUST 22, 2023

Know the Customer’s Buying History – With the right software, you can track what the customer bought, how often and more. Make Appropriate Recommendations – Knowing your customer’s buying history can give you insights into upsell and cross-sell opportunities. This isn’t a traditional sales pitch.

Personalization 156

Personalization Upselling Sales Customer Service 156

Totango

NOVEMBER 23, 2021

This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. You’re Not Collecting Enough Data to Manage Customer Interactions.

Upselling 95

Upselling CRM Revenue potential Feedback 95

Totango

AUGUST 11, 2021

AI increases the efficiency of automation by allowing you to monitor customer data and trigger workflows when specific criteria are met. For example, your digital data may indicate that a particular support issue is encountered frequently by customers in the onboarding stage.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Talkdesk

DECEMBER 10, 2020

With AI automation capabilities and integration across all customer touchpoints, contact centers offer a rich repository of customer data, leading to deeper insights to share across the business. 84% of CX leaders are seeing an increase in demand for contact center customer data and analytics. Expanding from productivity to production.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 223

Customer Experience Customer Service Chatbots Upselling 223

Balto

JANUARY 14, 2025

From understanding the fundamentals of call center predictive analytics to diving into real-world call center analytics use cases, this comprehensive guide covers everything you need to know about analyzing call center data. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Totango

JULY 5, 2022

Monitoring this important information allows you to make informed, data-driven decisions, and to evaluate how customer behaviors and interactions align with your business priorities and make adjustments as needed. . Make the Most of Upsell Opportunities. Engage Your Customers. They are a function of the overall customer experience.

Upselling 101

Upselling CRM Best practices Accountability 101

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Business analysts must own the call tracking systems and actively leverage data to tune the call center policies and procedures. Andrew Tillery. MAPCommInc.

Call Center 182

Call Center Analytics First call resolution Metrics 182

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. Predictive solutions combine customer data with AI to determine intent and select the right next step to deliver the relevant customer support. “Do you want to SuperSize that?”

Sales 124

Sales Technology Customer Service Chatbots 124

Totango

AUGUST 9, 2022

While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Databases store customer data in organized categories for efficient retrieval and use. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence.

Best practices 103

Best practices B2B Journey mapping Upselling 103

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. It can also be helpful to keep an eye on the data. Provide Personalized Offers.

Management 98

Management Upselling SaaS Education 98

Totango

APRIL 5, 2022

NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10.

Upselling 105

Upselling Surveys Analytics Customer retention 105

TeleDirect

APRIL 7, 2021

Here are five proven ways to boost customer lifetime value: Offer high-value upsells. From premium subscriptions to additional services – using our lawncare service example, perhaps snow removal “upsell” in the winter – there are always opportunities to keep your clients satisfied. But what else can you do? Get personal.

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

TechSee

JANUARY 29, 2019

Computer vision can be a force multiplier for adding more essential insights for customer upsells and cross sales. Computer vision has access to an unlimited volume of visual data – with loads of visuals from videos and social media. Some examples: Computer Vision in Sales & Commerce.

CRM 164

CRM Personalization Self service Sales 164

TechSee

JULY 31, 2019

These include the military, industrial, healthcare, automotive, data and retail domains. Since 90% of all medical data is image-based , numerous Computer Vision applications in the healthcare sector have emerged. Data Processing. As Computer Vision continues to mature, the applications of its technology seem almost endless.

Automotive 149

Automotive Healthcare Self service Transportation 149