ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Feedback 98

Feedback Customer Success Customers Metrics 98

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users.

Customer Service 52

Customer Service Exceptional Customer Service Roadmap Feedback 52

Lithium

APRIL 2, 2024

[RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

2024 52

2024 Webinar Roadmap Events 52

SurveySensum

NOVEMBER 16, 2023

On-Page Surveys Side Tab Surveys Slide Up & Bottom Bar Surveys Pop-Up Surveys Feedback Button Survey Exit Intent Survey Usability Testing Social Media Community Forums and Discussion Groups Product Reviews 1. Brand Example Shopify Community, an online forum, showcases the effective use of community forums and discussion groups.

Feedback 52

Feedback Social Media E Commerce User Experience 52

ShepHyken

JULY 19, 2022

Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it. Shep Hyken is a customer service and experience expert,? How does the GigCX work?

2016 126

2016 Contact Center Brands Customer Service 126

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Level 1 customer support consists of staff who have a foundational knowledge of products and services.

Leadership 105

Leadership Customers Customer Satisfaction Technology 105

Team Support

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Demo 40

Demo Customers Loyalty Information 40

CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. ” About 4 Roads.

Technology 98

Technology 2007 2012 User Experience 98

Team Support

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Providing good customer service fosters trust and loyalty among clients. These self-service options provide a convenience factor for customers, and enable support teams to focus on working through more complex issues.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

TechSee

JUNE 5, 2018

A frustrated George dreads calling Customer Service. With co-browsing gaining traction in customer service organizations, here are the 5 hottest trends currently developing in the co-browsing domain. 4 Co-browsing in Field Services. Customer-driven community forums and message boards have been around for a long time.

Technology 116

Technology 2016 2018 Interaction 116

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Stephanie Comardelle, VP Global Customer Success & Services, Extreme Networks. Jamie Bertasi, President and COO, Totango.

2022 91

2022 Customer Success Customer Journey Events 91

Alida

AUGUST 16, 2016

Online communities have become a necessity in today’s business world. To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure.

2015 0

2015 Social Media 2012 Innovation 0

BirdEye

MARCH 29, 2024

Here are a few tactics to help you get the most from your time on ActiveRain: Engage actively by commenting on others’ posts and sharing your insights, which can increase your visibility within the community. It’s an excellent resource for property investors, offering forums, blogs, podcasts, and educational resources.

Social Media 59

Social Media Sales Advertising Connections 59

Magellan Solutions

MARCH 19, 2024

It helps maintain a positive brand image and ensures the community remains engaged and receptive to marketing messages. It’s a balance between fostering an open forum and protecting the brand. Effective content moderation allows businesses to nurture online communities that reflect their core values and brand identity.

Social Media 52

Social Media Marketing Advertising Brands 52

BirdEye

OCTOBER 3, 2023

Baer identified two major classes of complainers: Offline/private complainers: Communicate via phone, email, or in person. Online/public complainers: Vent on public forums like review sites or social media. This textual analysis unlocks targeted ways to enhance products, services, and business processes.

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

Totango

SEPTEMBER 20, 2022

Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. A knowledge base that includes community-sourced tips and tricks. Grow a Supportive Community. Incorporate Customer Feedback to Improve Your Products and Services.

B2B 82

B2B Net Promoter Score Social Media Customer Success 82

CSM Magazine

NOVEMBER 27, 2020

Now that business has so heavily moved online, people have so many options for getting the products and services they need, and getting their attention can be brutally difficult. If you can retain the customers you win — even forming a community around your brand — then you can thrive. Create suitably-segmented customer forums.

Customer Service 59

Customer Service Social Media Loyalty Programs Customers 59

Lithium

JANUARY 31, 2022

Editor's Note: is one of Khoros' top Titans, our community of pros who are skilled at building customer experience programs. Now an independent consultant who helps brands get the most out of their community platforms, she shares her experience below of using Khoros blogs to help build the Cisco Meraki community. For example….

Blog 98

Blog Interaction Consulting Feedback 98

Win the Customer

JUNE 13, 2023

When customers see that others have already chosen a product or service, it creates an inherent sense of trust. Fostering a Sense of Community Humans are social creatures by nature, and we yearn to be part of something larger than ourselves. When customers are enthusiastic about your product or service, they become your best advocates.

Customer Experience 52

Customer Experience Social Media Innovation Loyalty 52

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Branded communities step in as an effective way to get around the too-many-to-listen-too barrier. The Bare Basics.

Brands 98

Brands Advertising B2C Leadership 98

SurveySparrow

AUGUST 28, 2023

While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS). Feedback Communities: Involve users in the decision-making process by seeking their input on upcoming features and improvements.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

BirdEye

DECEMBER 8, 2022

Discussion forums on social media platforms 10. Community blogging 15. If your products and services are geared toward an older audience, Instagram won’t be worth your time. Start groups to boost your community. How to use them: Post how-to and tutorial videos of your products and services. Social messaging 11.

Social Media 98

Social Media Brands Entertainment Connections 98

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. Zendesk’s ticketing system is also designed to help customer service agents.

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97

Lithium

MARCH 7, 2023

Industry The Metaverse and Online Communities: Khoros 101 - Here we will dive into the role of communities in the metaverse and how the evolution of key community considerations provide emerging opportunities for Brands. We are beyond excited to bring the future of Community to you all this year!

2023 52

2023 Omnichannel Webinar Social Media 52

QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. One of them is the Online Insights Communities. What is an insight community?

Insights 78

Insights Advertising Interaction Consumers 78

Team Support

JUNE 29, 2023

Does your customer service software help you measure customer expectations? When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty. The customer is making an evaluation of your products and services based on perceptions and lived experiences.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score Customers 97

Team Support

NOVEMBER 30, 2023

Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Live Chat Chat has seen growing popularity among modern customer support services. They are a great way to inform a company about the effectiveness of their product and services.

Omnichannel 40

Omnichannel Customer Service Social Media B2B 40

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Let’s look at the elements of a self-service portal.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Alida

DECEMBER 14, 2017

Good health care requires a quick diagnosis, and that’s why Aurora Heath Care has an insight community. The community’s discussion forum offers a quick pulse of what patients are saying, while ongoing feedback from the Aurora Health Share community has been essential to create a truly patient-centric organization. .

E-support 100

E-support Sports Webinar Healthcare 100

Lithium

OCTOBER 19, 2022

In today’s digital ecosystem, it’s a requirement to have a community page. Long before Khoros was Khoros, the founders deeply understood the importance of digital communities. It’s easy to hark about how much value you can pull from having an award-winning community. Care and Community Utilizes Human Desire to Help one Another.

ROI 52

ROI Social Media Events Article 52

Clicktools

MAY 23, 2017

In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there’s phone, email, FAQs, knowledge bases, forums, chat, social media, and much more. Online communities have become a popular alternative lately.

Social Media 69

Social Media Call Center Brands Feedback 69

Talkdesk

OCTOBER 16, 2020

With the proliferation of digital channels, customers are now looking for a more personalized, timely and efficient service. For many organizations, this includes the deployment of self-service technologies. If your call volume is high, you should look at why and how your self-service options are underperforming.

Metrics 83

Metrics Customer Service Representative Contact Center Customer Retention 83

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. The Customer Success Community online forum.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

CSM Magazine

NOVEMBER 3, 2022

One of the most important aspects of many businesses is customer service. Excellent customer service is essential not only in the service industry but rather in all business verticals. Not to mention, excellent support can often offset the effects of subpar products or services. Clear and Concise Communication.

Customer Service 52

Customer Service Document Poor Customer Service Exceptional Customer Service 52

ShepHyken

AUGUST 19, 2016

Community Forums. Community forums are a great resource for collecting common customer issues, cataloging them, and updating your FAQ database. By assigning one of your employees to moderate your community forums, you can have a goldmine of new questions to add to your FAQ and another platform to provide help.

Blog 89

Blog E Commerce E-support Call Center 89

Gainsight

JULY 10, 2023

With the right approach to scaling CS touchpoints using email, in-app, Community, or other channels, organizations can determine which types of engagement drive the most value for customers by measuring open rates, content engagement, conversion events, and more.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

Lithium

JANUARY 25, 2021

Community Manager Advancement Day, formerly Community Manager Appreciation Day, is an important day at Khoros. We take today to acknowledge and celebrate both types of community managers: brand-owned communities and social network communities. None of that is possible without community managers.

2021 52

2021 Management Connections Customer Experience Professionals 52