Totango

MAY 5, 2021

This information can, in turn, influence product updates, customized offerings, and internal workflows. By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service.

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

Daniel Group

AUGUST 19, 2020

As a large, midwestern specialized equipment dealer, our client provides sales, product support, and rental services to business-to-business customers. Following the precepts of Paul Akers, they started a “fix what bugs you” campaign. Rather than trying to fix everything, the focus was now on one major thing. .

Net Promoter Score 59

Net Promoter Score NPS 2006 2015 59

Beyond Philosophy

JUNE 1, 2023

Now, my perception was that the microphone’s app had a bug, so the context of my experience was influenced by feeling hassled to fix something that was supposed to work but wasn’t through no fault of my own. However, my products are not the only ones on display, so the imagined context doesn’t exist.

Call Center 78

Call Center 2001 Retail Workshop 78

Thematic

JANUARY 5, 2020

To do this I decided to use Thematic to answer my question by discovering product insights in banking app reviews. Now let’s compare this to similar product insights we discovered in Simple’s app reviews. And these issues are often simple fixes that can have big impacts to your user experience. The bottom line.

Banking 117

Banking Insights 2014 Poor Customer Service 117

Centercode

MARCH 18, 2020

Pop quiz: does the state of your product impact tester engagement during Customer Validation projects? As you’ve probably guessed from the title of this blog post, the answer is “absolutely.” ” Stopping issues, critical errors, or tons of small bugs can cause tester engagement to decrease dramatically.

Workshop 52

Workshop Engagement Roadmap Feedback 52

ClientSuccess

SEPTEMBER 21, 2020

After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? Each customer has different needs and uses for your product, so it’s up to the Customer Success Manager (CSM) to thoroughly understand each customer and to be their champion throughout their entire customer journey.

Customer Success 65

Customer Success B2B Customers Customer Service Representative 65

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. What is Product Improvement?

Feedback 96

Feedback Social Media Roadmap Customer Satisfaction 96

Playvox

AUGUST 23, 2022

From issues they’ve been having with your business’ products to bug reports, as well as requests for new features and customer feedback (both positive and negative), you have a wealth of useful information at your fingertips. Previously, businesses were focused on getting new customers, and getting them to purchase a product.

Blog 52

Blog Article Customers Loyalty 52

Cyara

MARCH 8, 2018

With the Cyara Cloud, you get an evergreen environment that is constantly on the current release, and has quick access to bug fixes and enhancements, as well as easy access to new product trials. And, with two completely redundant sites per region, our investments in hosting enable us to sustainably deliver less than 0.1%

Blog 52

Blog Contact Center Call Center Customer Experience 52

Beyond Philosophy

NOVEMBER 11, 2021

In particular, call centers are bugging me. It’s likely not what they were saying is wrong with the product or how the employee screwed up the service. Direct Line said that it wasn’t their responsibility to fix whatever was happening with the vehicle; I disagreed. Empower your people. Be fast, stupid.

Insurance 153

Insurance Call Center Financial Consulting 153

VDS

MARCH 17, 2023

The timeline below reflects the Genesys plan for the end of the sale, end of maintenance, and end of support for all PureConnect products. If you have perpetual premise licenses, then the system can continue to be used, but you will not receive support or bug fixes after the end-of-life date of July 31, 2025.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

Totango

OCTOBER 20, 2020

This information can, in turn, influence product updates, customized offerings, and internal workflows. By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. The Importance of Measuring Customer Experience.

Measurement 84

Measurement Customer Experience Net Promoter Score Effort Score 84

SurveySensum

OCTOBER 19, 2023

So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone. The lack of timely software updates and bug fixes. What is a Product Survey?

Feedback 52

Feedback Customer Satisfaction Insights User Experience 52

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. It could cover products, services, prices, and brand perception. Learning what your customers think about your products or services isn’t difficult. Insights from data analytics can help create new product designs or services.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

SurveySensum

NOVEMBER 8, 2023

In this blog, we are going to explore the hot topic of CX automation from A to Z. Personalized product recommendations : By analyzing customers’ purchase history, AI can show product recommendations that might be an exact match for the client’s needs. This saves the customer time to browse through various categories of products.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

CustomerSuccessBox

MAY 17, 2022

Often when a resolution is needed for a problem, it is the customer service representatives who take care of the fixes. So, understanding customer experience can aid in coming up with a fix, and acknowledging the same with a thank you is good sometimes. Suggesting your solution to the problem is a fix that they can rely on.

Customers 52

Customers Customer Service Representative Blog Customer Service 52

Totango

AUGUST 9, 2022

Knowledge level: as defined by how informed the customer is about a given stage of a buying process or product feature. Product usage: which segments customers based on how they are engaging with your product. Teams can also analyze support data to identify frequently encountered problems, fix bugs and reduce ticket volume.

B2B 99

B2B Customer Journey Mapping Social Media Net Promoter Score 99

kommunicate

JANUARY 15, 2024

Last Updated on January 15, 2024 Here are our major updates for the month of January 2024: Features We have fixed the bugs related to Sunshine Integration and Rich Messages support in it. The post Here’s What’s New From January 2024 || Kommunicate Product Updates appeared first on Kommunicate Blog.

2024 52

2024 Blog Customers 52

kommunicate

OCTOBER 13, 2023

Last Updated on October 13, 2023 Here are our major updates from the month of October: Features Improvements Bug Fixes The post Kommunicate Product Updates From October 2023 appeared first on Kommunicate Blog.

2023 52

2023 Blog 52

SurveySensum

JANUARY 24, 2024

Initially, Alice was excited about these feature requests from the product feedback surveys. A feature request is a suggestion made by a user to add a new feature or enhance an existing feature in a product, application, or service. Foster a collaborative environment where different teams contribute to the decision-making process.

Roadmap 52

Roadmap Feedback Demo Customers 52

Lumoa

JUNE 9, 2020

Identify Barriers in the purchasing process When customers have committed to buying something, the worst thing that you could do is put a barrier in front of them actually purchasing or receiving the product. Take the time to understand where and why your purchasing process doesn’t hold up, and dedicate resources to fixing it.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

SurveySensum

NOVEMBER 25, 2022

Customer Effort Score (CES) is a customer experience metric that helps businesses to measure the level of effort made by customers to either use their products and services or to get their issues resolved. CES gauges how much of the transactional effort (high or low) a user spends to use your product or engage with your whole business.

Effort Score 52

Effort Score E-support Metrics Customer Journey Mapping 52

Beyond Philosophy

NOVEMBER 18, 2021

” Her recent TEDx talk explains how eating bugs on the African savanna for a TV audience piqued her interest in Scarcity as a research topic. If we don’t fix our supply chain soon, we will all be eating bugs shortly. The product is in front of you, and you’re in a different mindset. .

Consumers 88

Consumers Books 2020 Reference 88

Education Services Group

JANUARY 4, 2023

Need to fix a bug? That’s Product. Here are a few of our previous blog posts on this critical topic to help guide you: Why CS & Sales Should be Friends, not Enemies. If you’re looking for a CS New Year’s resolution that will have a big impact on almost everything you do, pick this one. CS cannot exist in a silo.

2023 52

2023 Customer Success 2022 Leadership 52

Optimove

MARCH 21, 2023

Bugs are a crucial part of software development, and though they can be a pain for a Product Manager (PM), I’ve learned to appreciate the value bugs have in the product development process. A big chunk of my job as a PM is to optimize features and create products that effectively meet the needs of Optimove users.

User Experience 52

User Experience Brands Insights Management 52

delighted

OCTOBER 22, 2019

In this blog, we’ll examine 4 real-world examples of companies using NPS to gain insight into their businesses. Bonobos measures what customers enjoy about their products with NPS. Before using NPS, Glassdoor only collected feedback from users reporting bugs or website issues. What is NPS? How is it measured?

Net Promoter Score 41

Net Promoter Score NPS Measurement Feedback 41

Kayako

MARCH 18, 2019

While there may be some that are very specific to your company (that have to do with your product or service), there are also several that are uniform across support. In fact, they probably care a lot about your product, otherwise, they wouldn’t reach out trying to help you improve it. There is a bug in your product .

Customer Service 55

Customer Service Document Customers Definition 55

Customer Bliss

AUGUST 11, 2016

Some parts were very interesting (if I do say so myself), so I wanted to turn it into a blog post. Sales sells the product, but Operations is not given the specifics of what the customer needs so what is delivered is a little off. FIX (really) the top ten issues bugging customers. Who does the customer call? Operations?

Customers 141

Customers Books Sales Roadmap 141

delighted

JANUARY 14, 2020

It’s about using that feedback to fundamentally improve your product or service. Following up with detractors and understanding the reasons behind their sentiment can lead to impactful product or service changes, and even guide the direction of your brand. Many of these acute issues can be resolved by your support team instantly.

NPS 40

NPS Net Promoter Score Feedback Customer Centricity 40

Optimove

DECEMBER 29, 2022

Being able to quickly demonstrate the value of your product or service in a way that hooks from the get-go will stand your app in good stead. Make your audience feel secure (particularly around data and privacy). Quickly help new users understand what your app’s about.

Engagement 52

Engagement Download Social Media Insights 52

Kayako

OCTOBER 20, 2015

At some point every member of staff is involved in customer service, whether it’s the designer improving customer experience; a developer fixing a pesky bug or the front line support staff taking the calls, answering the tweets and replying to emails. A typical business hears from 4% of its dissatisfied customers, Click To Tweet.

Customer Service 93

Customer Service Airlines Customers Consumers 93

Education Services Group

FEBRUARY 12, 2019

The New York Times’ David Pogue said , “In 10 years of reviewing tech products for The New York Times, I’ve never seen a product as polarizing as Apple’s iPad.” The name was mockingly compared to feminine hygiene products. And if you’re introducing a new product or service to the market, you need to know how they think.

2010 45

2010 Innovation Feedback Technology 45

Comm100

JULY 20, 2021

They reach out for support and the chatbot automatically responds and directs them to the product they’re looking for, and boom – the chatbot has solved the problem, secured a sale, and left a good impression on that person. Some may be subject to bugs, which lowers the quality of the user experience.

Customer Service 57

Customer Service E-support E Commerce Customers 57

Survicate

FEBRUARY 20, 2019

But it’s a full-fledged tragedy if you’re not aware if (and where) your clients are leaving you negative feedback, and can’t make amends or drive your product strategy accordingly. While they’re not an opinion, per se, they can drive your product development process to align with customer expectations. Speaking of….

Feedback 81

Feedback Management E Commerce Communication 81

ClientSuccess

APRIL 13, 2017

When a customer support professional encounters the same problem time and time again, they’ll work with the product team to fix the bug and then let the CSM team know about the changes. Miscommunication, product misses, unresolved issues, and perhaps even lost revenue or churn. Pains of Nonalignment. Driving Alignment.

Customer Success 41

Customer Success Customers Document Touchpoint 41

Kayako

MARCH 21, 2017

They do expect you to fix things when they go wrong. What are the key reasons customers remain loyal to a product, service or organization? “The most picky and hard-to-please customers are also the ones leaning in the most who are trying to make your product a crucial part of their workflow. Donald Porter. ” Eva.

Interaction 84

Interaction Customers Innovation Feedback 84

LiveChat

MAY 22, 2015

By understanding someone else’s viewpoint, we find out what they need and want from us, how are they doing with our products and services and, as a result, what we can do to make them happy as well. From his point of view, a part of a product he made was easy-to-use. — Jason Fried (@jasonfried) February 10, 2015.

E-support 70

E-support 2015 Customers Blog 70