eGain Blogs

OCTOBER 10, 2019

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised.

Net Promoter Score 70

Net Promoter Score Multi-Channel Contact Center Omnichannel 70

Experience Investigators by 360Connext

AUGUST 22, 2023

It gets easier with time, and there are plenty of great feedback management tools to help. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. Focus on just a few feedback channels at first to get comfortable with the process.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

eGain Blogs

OCTOBER 10, 2019

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised.

Net Promoter Score 52

Net Promoter Score Multi-Channel Contact Center Omnichannel 52

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. This can be showcased through: Founder Narratives : Relating personal stories and motives.

Brands 52

Brands Social Media Feedback Loyalty 52

Magellan Solutions

DECEMBER 18, 2023

Unlock the potential of Magellan’s 24/7 IT solutions, where innovation and success meet in the digital landscape. Our history is filled with success stories. We don’t just offer solutions; we create success stories. It includes integrating new technologies, managing cybersecurity risks, and scaling operations.

Innovation 52

Innovation Culture Technology Measurement 52

ShepHyken

DECEMBER 21, 2021

In the age of digital transformation, companies must find ways to eliminate customer service and experience avoidance and create a seamless customer experience with technology and customer relationships. When the customer is connected to the frontline, they should not have to repeat their story. ” About: Dan Hill, Ph.D.,

Customer Service Representative 67

Customer Service Representative Books Customer Confidence Advertising 67

Magellan Solutions

SEPTEMBER 27, 2021

Business success tales, especially long-term success stories, are uncommon in the absence of strong outsourced customer service. . This implies that you will never miss a phone call from a customer or client, no matter what hour they call. If the business and BPO work together, the client will get the service/product.

Call Center 97

Call Center Contact Center Poor Customer Service 2013 97

West Monroe

DECEMBER 11, 2022

That stance could also leave them at risk of falling behind their peers—not to mention increasingly popular digital banking options. ” It's a story told time and time again: Companies that make strategic investments during a downturn—particularly in technological innovation—come out of them on top.

Banking 52

Banking Marketing 2008 Financial 52

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Canadian Blood Services.

Customer Service 82

Customer Service 2019 Customers 2015 82

Magellan Solutions

JUNE 14, 2023

They act as digital human assistants or secretaries, often employed by business owners to tackle the following tasks: Administrative Tasks Virtual assistants can handle administrative tasks, including answering emails, scheduling appointments, and managing calendars. SMEs hire them to help with daily business tasks.

E-support 52

E-support Social Media E Commerce Document 52

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Madeline Evans, Digital Customer Success Manager. Joshua Robitaille, Customer Success Program Manager. Britt Layman, Customer Success Operations Manager.

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Mind your response time.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

Magellan Solutions

JULY 16, 2021

It’s a term for any technology that’s used to augment, streamline, digitize or disrupt traditional financial services. Around 15 to 20 percent of the Philippines’ current BPO workforce caters to financial services and fintech clients. . We have strong knowledge of Fintech trends and innovations. Light Bank App.

Banking 52

Banking Financial Fashion 2015 52

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. What Is Client Expansion? Client expansion is a way of maximizing your existing assets.

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

CSM Magazine

NOVEMBER 23, 2020

With the huge competition in the market, a discouraged client has no reason to stay loyal to a given company. More products and services are getting digitized these days, so you can’t afford to fall behind. Don’t ignore little details – what might seem unimportant to you may mean a lot for your existing and potential clients.

Customer Satisfaction 59

Customer Satisfaction Advertising Customers Customer Centricity 59

BlueOcean

MAY 18, 2022

As Blue Ocean continues to position itself for growth in the post-pandemic era, Amy will play an integral leadership role in this effort, leveraging her extensive knowledge of the business to power sales and marketing initiatives. We’re delighted to see Amy continue to grow her career with us.

Sales 156

Sales Marketing 2010 2015 156

CSM Magazine

JULY 17, 2017

At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. From a client’s point of view, nothing feels better than having great interaction with a real person. Be Relatable.

Customer Service Representative 77

Customer Service Representative Customer Service Workshop Social Media 77

CSM Magazine

MARCH 31, 2023

From hiring new agents to training them, to providing office space and equipment, to managing payroll, it can all add up quickly. In short, HelpDesk provides a more efficient way to manage customer onboarding and liberate your support agents to focus on more strategic tasks.

Customer Service 52

Customer Service E Commerce E-support Customers 52

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. Subscribe to receive these stories and more every week in your inbox. Segment Customers by Knowledge. Name This field is for validation purposes and should be left unchanged.

Connections 50

Connections Healthcare Banking Insurance 50

ChurnZero

FEBRUARY 14, 2020

As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. Sharing a success story gifts your customer positive praise and free publicity in front of a new buying audience. Focus on the customer and their growth story (the keyword being story ). Networks and Knowledge.

Net Promoter Score 64

Net Promoter Score Customer Journey Mapping Webinar B2B 64

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Here are five routing rules that companies can use to take full advantage of digital omnichannel engagement: 1. Recommended for you: 4 Ways to Get Rid of Painful CX Silos.

Omnichannel 59

Omnichannel Download Automotive Connections 59

ProProfs Chat

AUGUST 24, 2018

Below, we’ve listed real-world examples of customer service gone horribly awry and offered up some universal lessons that can be gleaned from these stories. In our digital-first age, negative word-of-mouth travels faster than ever, so preventable public displays of ineptitude should be avoided at all costs. That happened.

Customer Service 74

Customer Service 2011 2014 Fashion 74

BirdEye

APRIL 5, 2023

Tells a story A great name has the power to tell a story that connects with your target audience. When your name tells a story, it becomes more than just a label — it becomes part of your brand’s identity. Another example is Hulu, a streaming service that references traditional Chinese stories.

Government 98

Government Social Media Consulting Brands 98

Oracle

JUNE 5, 2019

From “ Don’t Be a Good Salesperson, Be a Good Person ” by Sami Halabi, Digital Marketing Specialist, Oracle. If the currency of business relationships is knowledge, then always be equipped to have something valuable to share. Tom McGee, general manager of the sales & marketing division, Lucas Group.

Sales 81

Sales 2019 Download Consulting 81

Grade.us

JUNE 23, 2020

Designing a review management services page is a challenging endeavor for most marketing agencies. The terms ‘Reputation Management’ and ‘Review Management’ are often used interchangeably. What do reputation and review management clients want? Potential clients don’t always understand what they need.

Management 47

Management Social Media Brands Consulting 47

NetBase

OCTOBER 29, 2018

Here’s a rundown of NetBase LIVE NY highlights: DAY ONE – It’s About Sharing Knowledge. Ted Rubin , Social Marketing Strategist, CMO of Photofy took the stage for a brilliant and tweet storm-inspiring keynote, Build Greater Intimacy with Clients and Profit from ROR: Return on Relationship. Managing “Oh $%!#”

Brands 60

Brands Social Media Events Presentation 60

CX University

MARCH 27, 2020

I had to do so for my son as well because his mother managed his healthcare needs. ” Have Zoom (or other digital tools) dinners and other social activities. This ability is not as natural to demonstrate in the digital world as it is in the natural environment. In the digital world, our behaviors will be different.

Reference 96

Reference Healthcare Communication Technology 96

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. What role will managers play? The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Culture Management Leadership 52

COPC

JUNE 4, 2020

Fernandez, EVP Malaysia & India/Group CIO, who is responsible for operations and business for TDCX in Malaysia and India, while also overseeing information management for the wider organization. It must be tough to manage the day during these trying times. This is a great story for you. recently sat down with Bryon J.

Contact Center 55

Contact Center E Commerce 2020 E-support 55

NetBase

JUNE 28, 2019

The conference was over two days and included 21 total conference sessions focusing business value and ROI, remarkable success stories, best practices and the latest trends from industry experts at major brands and agencies, followed by solution training. Cursed by Knowledge, Saved by the Child’s Mind. The Lay of the Land.

Social Media 49

Social Media Insights ROI Presentation 49

ChurnZero

FEBRUARY 21, 2020

We’ve all experienced those apathetic conversations with clients and coworkers alike that feel like Groundhog Day. Like a good dentist, Customer Success Managers are in the business of building rapport. . Many of my clients in [customer’s role] tell me [X detail about job]. Nice weather, isn’t it?

Webinar 52

Webinar Return on Investment Customer Retention Customer Success 52

Up Your Service

FEBRUARY 14, 2017

In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. And does everyone on staff have strong product knowledge?

Culture 55

Culture CEM Social Media Loyalty 55

SmartKarrot

SEPTEMBER 5, 2022

Role: Director of Client Success Location: San Diego, CA, US (On-site) Organization: Dassault Systèmes As a Director of Client Success, you will drive Customer satisfaction & advocacy prioritize, escalate and manage customer critical issues.

Customer Success 19

Customer Success Customer Satisfaction Document ROI 19

Hero Digital

JULY 9, 2019

The panel was comprised of four incredible women who have a range of experience and approach in their career spanning from Gen Z to Baby Boomer generation – which always provides a wide knowledge base of insights and intellect. Gianna Giancarlo , VP of Design at Hero Digital in San Francisco, CA. Cindy Zerger , Sr.

Presentation 40

Presentation Events Sports Workshop 40

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Mind your response time.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Customer Bliss

JULY 7, 2016

Scott and his team then extended that voice of the client orientation with the help of an external team to embed human-centered design to redesign both client and partner experiences. There had been a traditional, ‘analog’ delivery system in place and his team wanted to digitize it.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

SmartKarrot

OCTOBER 20, 2021

Hire and train a world-class team of customer success managers. Manage customer communications and work with internal teams to address questions and requirements. Helps customers plan and execute a digital shelf program – this is often change management for the customers and a key piece of the role.

Customer Success 19

Customer Success ROI Social Media Metrics 19