TechSee

OCTOBER 21, 2020

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Service delivery companies are busier than ever.

Customer Expectations 207

Customer Expectations 2020 Consumers Innovation 207

eGain Blogs

FEBRUARY 29, 2024

And customer service is one of the sweet spots for Gen AI and KM innovation. Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024!

2024 72

2024 Magazine 2022 Innovation 72

CSM Magazine

MAY 8, 2024

Today, especially with the risks posed by scammers and fraudsters on the web, crafting a robust customer service charter with legal security can be quite intricate. In this guide, you’ll find some actionable insights tailored to experts in the field. Are they still aligned and compliant (remember your report dues?)

Customer Service 52

Customer Service Document Seminar Customer Satisfaction 52

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Here’s your training guide. 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging?

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

BirdEye

JULY 19, 2023

That’s where Carfax reports come in. These reports reveal a vehicle’s history without the previous owners’ personal information. Below is our handy Carfax review guide to help your dealership make the most of this powerful platform. Carfax pros Carfax cons How do you attract more customers with Carfax reviews?

Sales 98

Sales Automotive Competitive Advantage Insurance 98

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

TechSee

MAY 4, 2023

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. One of the subsets of AI, machine learning, has lately emerged as a branch that goes beyond the core capabilities of AI.

2023 109

2023 Customer Satisfaction Technology Consulting 109

TechSee

MARCH 30, 2021

New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. But how can Customer Service agents and technicians make the shift to become sellers?

Customer Service 109

Customer Service Contact Center Sales Touchpoint 109

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

2023 64

2023 Consumers Brands Marketing 64

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 No Vision, No AI, No Service.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

CSM Magazine

OCTOBER 27, 2023

“If you don’t care, your customer never will.” As firms compete to put the customer first, there have been all sorts of different tools created to help improve customer service , drive optimization for accounting processes and maximize overall customer value.

Customer Service 59

Customer Service Financial Banking Customers 59

Customer Bliss

NOVEMBER 29, 2021

Mayo Clinic Decided to Invest Their Time Guiding and Informing Patients. To support those conversations, the Choosing Wisely® Initiative of the American Board of Internal Medicine Foundation in partnership with Consumer Reports was established. Actively Guiding Patients on Their Choices. “We Its results showed that $54.9

Healthcare 139

Healthcare Banking Advertising 2014 139

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 91

Customer Experience Contact Center Technology Banking 91

BirdEye

SEPTEMBER 6, 2023

Online reviews unlock a wealth of knowledge for prospective customers. Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Does reputation affect consumer choices?

2023 115

2023 Consumers Multi-Channel Healthcare 115

TechSee

NOVEMBER 16, 2021

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery.

Technology 109

Technology Download Interaction Engagement 109

Kustomer

JANUARY 8, 2024

Zendesk is still a dominant player in the customer support solutions market — most commonly compared against Kustomer, Freshdesk, Gorgias, Intercom and several other alternatives. Having to create queries for reports as opposed to just selecting the fields you want on the report is confusing.”

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel.

Contact Center 83

Contact Center 2022 Download NPS 83

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Experience 117

Customer Experience Customer Journey Mapping Net Promoter Score Customer Journey 117

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

Roadmap 118

Roadmap Feedback B2B Interaction 118

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Offer self-service functionalities through community and knowledge centers. Analyzing extensive datasets to forecast trends.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Lithium

APRIL 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Webinar Roadmap Events 52

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. Here are my top five picks from last week. by Janelle Estes.

Article 123

Article 2022 Customer Service Customer Service Training 123

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. It can help you discover what rivals are saying and offering customers, along with gaining insights into their operations. It’s the practice of collecting and examining data about your industry, rivals, and products or services.

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. Discover Kayako Self Service.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 157

Customer Service Article Customers Technology 157

Kustomer

OCTOBER 1, 2022

Sometimes it seems like the most convenient way to communicate with customers is in constant flux. As our recent report on the future of customer service details, more instantaneous channels are regularly preferred by younger consumers — specifically text messaging. What Is Email in Customer Service?

Customer Service 97

Customer Service Customers Communication Customer Relationship Management 97

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers.

2024 57

2024 Article Customer Service Retail 57

Magellan Solutions

MAY 15, 2023

Excellent customer service can lead to a more powerful sales funnel, which means more customers and business revenue. Everyone can share a horror story about poor customer service. The best solution to bridge the customer and business communication gap is outsourcing answering services.

Telecommunications 98

Telecommunications Poor Customer Service Customer Relationships Loyalty 98

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

2019 99

2019 Article Customer Service Social Media 99

CSM Magazine

FEBRUARY 20, 2024

In the world of sports betting, the importance of high-quality customer service can’t be overstated. Whether it’s answering queries, resolving issues, or providing personalized betting advice, exemplary customer service can significantly enhance the betting experience.

Sports 52

Sports Innovation Technology Customer Service 52