ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management. Email and Phone Support.

Blog 95

Blog E Commerce E-support Article 95

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Team Support

AUGUST 24, 2020

From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. This blog series explores how to interpret key data and implement strategies as a result.

B2B 97

B2B Metrics Definition Blog 97

Team Support

MARCH 10, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn, which we explored in Part 2.

B2B 98

B2B Definition Customer Success Customer Relationships 98

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. This blog will help you on your way, providing the top automated customer service examples that can be used across industries. What is customer service automation?

Customer Service 74

Customer Service 2023 Reference Customers 74

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Booking an appointment—say, a plane ticket—used to be so easy. Need some tech support? Used properly, I believe bots can be an customer service excellent tool.

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Blog Customer Experience Airlines Books 91

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? Step 4: Share the feedback with relevant teams such as product development, customer support, and marketing. This is why they implemented an automated ticketing system for negative feedback. How to analyze it?

Automotive 52

Automotive NPS Feedback Touchpoint 52

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 111

Contact Center Blog 2025 Banking 111

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. But does this work well?

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Customer Service Multi-Channel Social Media Customers 255

SurveySparrow

MAY 30, 2023

So, you’ve managed to sail the choppy waters of digital transformation and have successfully implemented a ticket management system in your organization. But here’s the million-dollar question: how can you accurately measure the success of a ticket management system?

Measurement 52

Measurement Management Net Promoter Score Customer Satisfaction 52

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. They can gain even more information by integrating key systems, such as CRMs and shopping cart platforms.

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2024 Innovation Customer Service Omnichannel 81

Kustomer

SEPTEMBER 12, 2023

In this blog, we’ll delve into generative AI examples, how it’s used, why AI in customer service is important and how you can optimize these tools that are already at your disposal. These systems learn the patterns and structure of their input training data, and then generate new data that has similar characteristics.

Social Media 52

Social Media 2023 Consumers Demo 52

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Do we want a soothing, solicitous ticket-taker? You want empathetic employees, sure; but you want to support them with a service design that anticipates the emotions customers carry with them and helps employees deal with them. Shep Hyken .

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Blog Management Hotels 2016 126

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Blog posts. Benefits of Customer Self-Service Portals.

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White Paper E Commerce E-support Customer Satisfaction 110

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. By recognizing early warning signs, you can proactively address the issues, provide additional support, or offer incentives to retain custom ers.

Metrics 52

Metrics Customer Satisfaction Feedback Customer Relationships 52

Team Support

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! Watch on demand.

B2B 89

B2B B2C Customers Blog 89

Team Support

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. A Picture—or Video—Is Worth a Thousand Words.

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B2B E-support Download Customers 98

Method:CRM

MARCH 20, 2023

Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. Customer portal solutions are dedicated web-based customer service and support hubs. This way, your customers don’t need to jump through hoops like contacting your support team or Googling your services. Order tracking.

Document 52

Document Poor Customer Service Customers Management 52

Method:CRM

MARCH 20, 2023

Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. Customer portal solutions are dedicated web-based customer service and support hubs. This way, your customers don’t need to jump through hoops like contacting your support team or Googling your services. Order tracking.

Document 52

Document Poor Customer Service Customers Management 52

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. 5) CustomerGauge Robust NPS System Accurate Revenue Impact Assessment Comprehensive Customer Tracking Free trial available Contact CustomerGauge 4.6 (5) user/month 4.4 (5) user/month 4.4 (5) user/month 4.4 (5)

B2B 52

B2B 2023 Feedback Multi-Channel 52

Lithium

JANUARY 2, 2024

Some blog areas are limited to Khoros customers only. Care Close the loop with Khoros Care for your CRM If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. Note: To enable this functionality, open a Support ticket.

2024 52

2024 Social Media 2023 Contact Center 52

Team Support

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. Cost Effectiveness and Flexibility. What it also means is that they can end their subscription at any time.

B2B 64

B2B E-support Blog Customers 64

Team Support

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. It starts with the cloud.

E-support 59

E-support B2B Competitive Advantage Customer Relationships 59

SurveySensum

JANUARY 24, 2024

Put Everything in One Place Efficiently managing multiple feature requests begins with collecting all requests into a centralized system. Whether they come from customer support tickets, emails, community forums, etc, gather and organize them in one dedicated space.

Roadmap 52

Roadmap Feedback Demo Customers 52

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Existing ways of contacting remote customer support 1.1. However, the experts are usually overwhelmed with tickets, so the customer may be put on hold for a considerable amount of time. Read now 1.3.

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B2B E-support 2023 2021 52

Totango

FEBRUARY 11, 2022

You can do this by using tools like automated alerts, ticketing systems, and other workflows. When collecting feedback and planning updates, you can gain the most leverage to make improvements by focusing on four fundamental product pillars: Features, user interface and user experience, performance, and support.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Team Support

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

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B2B Net Promoter Score NPS 2017 86

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Clients expect insurance companies to abandon archaic systems and methods of communication. Deliver exceptional customer experience Provide omnichannel support, improve response time, & boost reputation with Birdeye.

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Insurance Customer Experience Social Media Omnichannel 110

Lumoa

APRIL 18, 2023

Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!). CX Survey Sample Your customers and prospects are constantly giving you data: Social media posts, sales calls , product usage patterns, emails, support tickets, product review pages, and so on.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Win the Customer

SEPTEMBER 11, 2023

In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. Customer Satisfaction Score (CSAT) CSAT is a direct measure of how satisfied customers are with a specific interaction, such as a support ticket or a recent purchase.

Metrics 59

Metrics Customer Experience Net Promoter Score Touchpoint 59

ProProfs Chat

JANUARY 18, 2019

Think of a scenario where your customers are unhappy with the support that your team offers to them, and you face steadily declining customer ratings. Of course, you don’t want your customer support to face this kind of situation. Employing customer support software is, thus, the safest bet here. 1 – New Ticket.

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Metrics Customers Customer Service Management 58

ProProfs Chat

DECEMBER 17, 2020

It can get worse if your live chat tool doesn’t support internal communication with other team members during an ongoing customer interaction. This means that your live chat is outdated and can stall your entire support team during their endeavor to offer a good experience to customers. Confusing Customers While Multitasking.

Social Media 94

Social Media Management Blog Definition 94

Totango

SEPTEMBER 20, 2022

Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. What Is Customer Support Enablement?

B2B 83

B2B Net Promoter Score Social Media Customer Success 83

SurveySparrow

FEBRUARY 22, 2024

Customer Support and Feedback Tools: Listening and Responding to Customer Needs THE key to successful customer retention is listening to what they say. And for this, customer support and feedback tools are essential. It can be through surveys, reviews, or direct support interactions. Let’s get to it.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Business-to-business (B2B) customer service refers to support delivered to clients who are businesses rather than consumers. However, in detailed application, it can differ in some important ways from consumer support.

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B2B Customer Success Customer Service B2C 92

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. Inbound call centers are used to provide individualized support to customers for their inquiries about specific products or services. It’s important to consider how they organize and support their agents on a day-to-day basis. What is the key to success in a call center? Call Center , Customer experience. Kelly Dell.

Call Center 52

Call Center 2021 Contact Center Insurance 52

Playvox

AUGUST 23, 2022

Chat for customer support was starting to trend before the pandemic. But as it wore on, customers took an even bigger interest, and live chat tickets surged by 50%. Today, according to Zendesk, support teams that have the fastest resolution times and highest CSAT ratings are 42 percent more likely to be messaging with their customers.

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Blog Article Customers Loyalty 52