Kustomer

FEBRUARY 19, 2024

Kustomer offers real-time, in depth reporting for CX managers to monitor agent and team performance, track SLAs and customer sentiment, and identify areas for improvement. Kustomer enables CX managers to see agents’ status, duration, and current conversations in real time. Related → Zendesk Pros and Cons: Is Zendesk Really Worth It?

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

TechSee

JULY 8, 2020

Whether it’s an engineer overseeing a factory production line, an IT technician upgrading a server, or an electricity company worker servicing a meter, remote maintenance is critical when it comes to minimizing downtime. COVID-19 and remote maintenance. The pandemic is further driving the need for remote maintenance.

Technology 109

Technology B2B Insurance Customer Satisfaction 109

Talkdesk

FEBRUARY 25, 2020

Companies must focus on the customer at every interaction, including sales, marketing, support and others. On the other hand, a total of 82% of CEOs have a digital transformation program underway to make their companies more digital, according to Mark Raskino, distinguished VP analyst at Gartner IT Symposium/Xpo.

Contact Center 56

Contact Center Competitive Advantage Customer Centricity Financial 56

ChurnZero

JUNE 27, 2023

The data you need is anything that helps you to better understand a customer’s interactions with your company and its product. Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. You will usually have exceptions in segmentation.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

Comm100

MARCH 30, 2021

They can also be sorted according to status to make sure that unresolved queries aren’t forgotten about, and so that agents know where to prioritize their time. For example, Comm100’s support ticket software allows you to automatically update case status , send pre-defined messages and post-case communications, and much more.

Customer Service 52

Customer Service Omnichannel Social Media Healthcare 52

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Support and operations: Does the customer have outstanding support, SLA or invoicing issues? We recommend a simple reporting system to summarize the current status and trends in your customer base.

Customer Success 65

Customer Success Events NPS Customers 65

ProProfs Chat

DECEMBER 14, 2018

The IT support specialist does not have to arduously log issues by hand, scroll disorganized mails to understand the core of a problem, manually track the status of issues, which could allow requests to slip through the cracks. David Hampton Remote Customer Support, Ford Motor Company. Customer experiences make or break companies.

Net Promoter Score 94

Net Promoter Score Fashion Metrics Customer Satisfaction 94

Up Your Service

SEPTEMBER 22, 2018

Business models are migrating from Buy-Sell, to SLA, to Outcome-Based Solutions. More companies are selling and delivering on this promise and the results, taking responsibility (and liability) for delivering what customers most want to experience, avoid, or achieve. They want valuable outcomes and reliable results. No surprise there.

2018 74

2018 Measurement Competitive Advantage Metrics 74

CustomerSuccessBox

MARCH 15, 2022

The customer success manager not only knows about the product, and your company but also their company over time and hence can aid specifically to criteria. Now metrics like NPS, CES, and SLA. The involvement is quite less compared to the customer success teams. The knowledge! Key metrics….

Customer Success 52

Customer Success Management Metrics Customer Retention 52

Inbenta

DECEMBER 2, 2021

We saw in a previous article that ticketing systems are a key success factor for companies that want to improve their customer service performance , make better decisions, and ultimately create great customer experiences. . current status of the case. Ultimately proper ticket management improves customer satisfaction. .

Customer Satisfaction 52

Customer Satisfaction Management Customer Service Download 52

SurveySparrow

MAY 30, 2023

They can communicate with the person who raised the ticket, update the status, and add notes within the system. Without measuring the success of a ticket management system, a company might continue to use an ineffective TMS, potentially harming customer satisfaction and wasting valuable resources.

Measurement 52

Measurement Management Net Promoter Score Customer Satisfaction 52

SurveySensum

NOVEMBER 10, 2023

The platform offers various testing methodologies, such as remote usability testing, live interviews, and surveys, to help companies understand how users interact with their digital experiences. It tracks the history of bug status by application version, date, etc. It enables users to create a unique survey link to invite respondents.

User Experience 52

User Experience Feedback Multi-Channel Social Media 52

Win the Customer

FEBRUARY 3, 2016

Allows customer support teams to leave notes on feedback status. Whether this competitive element is right for you depends on your company culture. Excellent organisational features for ticketing including priority markers and status. Resolution and first response SLA. Embeddable widgets for your website and social.

Net Promoter Score 64

Net Promoter Score Customer Experience Social Media Feedback 64

Magellan Solutions

FEBRUARY 20, 2023

It protects both a company’s best interests and the rights and responsibilities of the vendor. Once you approve the outsourcing company’s offer and decide on a fixed price, the contract is made official. The project’s alignment with the company’s business goals is essential to its success.

Government 98

Government Communication Presentation Financial 98

Alliance by IFS

NOVEMBER 28, 2016

The Service Council also presented data from a recent outsourcing survey that gets to the heart of why companies are outsourcing service, and how they are going about doing it. As companies rely more on partners to handle some share of their service work, the need for visibility and connectivity is only going to grow.

Chief Customer Officer 22

Chief Customer Officer Webinar Metrics Connections 22

Alliance by IFS

JANUARY 6, 2016

Your technology should grow and evolve with the needs of your company, so your technicians are armed with all of the information and tools they need to deliver the best possible service experience. Investing in the Right Technology : Mobile field service technology is evolving rapidly.

Return on Investment 20

Return on Investment Webinar Measurement Technology 20

Magellan Solutions

FEBRUARY 20, 2023

It protects both a company’s best interests and the rights and responsibilities of the vendor. Once you approve the outsourcing company’s offer and decide on a fixed price, the contract is made official. The project’s alignment with the company’s business goals is essential to its success.

Government 52

Government Communication Presentation Financial 52

Kustomer

MAY 1, 2019

Ensured that when Queues and Routing is active, unassigned snoozed conversations will not be routed until the snoozed status has elapsed. Added ability for workflows to use SLA breaches as triggers, providing immediate and automated escalation. Ensured proper sync of conversation count between individual customer and company timelines.

Insights 40

Insights Information Marketing Customers 40

Gainsight

MARCH 27, 2019

If your customers can always see when feedback changes status, or when items are added to your roadmap, then the loop is effectively closed for them. A PFP is a simple document (kind of like a Support SLA) that basically tells your customers how you collect, manage, and use their feedback. 3: Politeness. It’s basic politeness.

Feedback 78

Feedback Roadmap Document Customers 78

ProProfs Chat

APRIL 15, 2020

For major incidents, a number of companies do perform Post Incident Reviews that are directed at identifying any underlying problem. The urgency of the problem and its effect on the users and the company determines how the issue can be prioritized. This is because it tags the problem status as unresolved and open. #7:

Management 66

Management Reference Definition Events 66

Alliance by IFS

DECEMBER 10, 2018

a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. All other company and product names contained herein are trademarks of the respective holders. Company Contact: Emily Hackman.

2018 33

2018 Management Wireless Technology 33

Alliance by IFS

AUGUST 26, 2015

Executives need a real-time view of the service organization’s performance so that they can optimize the use of resources across the company. Making misinformed decisions could also lead to a failure to meet service level agreement (SLA) requirements, or increased service delivery costs.

2014 24

2014 Download Customer Retention Information 24

Alliance by IFS

DECEMBER 10, 2018

a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. All other company and product names contained herein are trademarks of the respective holders. Company Contact: Emily Hackman.

2018 24

2018 Wireless Management Technology 24