TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. This AI-guided solution empowers fiber service providers to offer customers a seamless self-installation experience, reducing costs, accelerating activation, and improving overall satisfaction.

2024 124

2024 Customer Service Representative Contact Center Customer Satisfaction 124

Team Support

APRIL 3, 2024

It integrates with prominent client support features, including robust ticket management, collaborative environments, advanced reporting and analytics, task automation, and numerous other capabilities. The system conveniently groups tickets, making it easier to identify recurring issues or customers who may require a little extra attention.

Omnichannel 52

Omnichannel Social Media Customer Relationship Management Communication 52

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

Team Support

JULY 31, 2023

And while your team may be following through with their duties as customer service professionals, it’s nearly impossible to understand the nuances of what’s happening behind their interactions with customers without the proper tools. Support teams can identify recurring problems, spikes in ticket volume, or emerging patterns.

Social Media 97

Social Media Metrics Customer Satisfaction Culture 97

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Chapters Chapter 1 What is automation in customer service?

Customer Service 74

Customer Service Technology Interaction Customers 74

Team Support

JULY 20, 2023

This innovative solution empowers customer service teams to overcome these challenges; fostering collaboration, improving visibility, and ultimately enhancing the customer experience. Full visibility into issues and tickets is just a few clicks away.

Customer Satisfaction 98

Customer Satisfaction Demo Innovation Customers 98

ShepHyken

OCTOBER 1, 2021

He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. Yet we see only 33% of contact centers investing in automation tech systems and robotics. Understanding the Automated Customer Service From Scratch .

Customer Service 158

Customer Service Article Customers Technology 158

Team Support

MAY 2, 2022

These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations.

Document 98

Document Download Article Information 98

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

Team Support

OCTOBER 4, 2022

To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations. Nobody likes a hypocrite, and even if your customer service team had no intention of giving misleading statements or half-truths, the customer will almost always see it in the most negative light.

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

Kustomer

JANUARY 7, 2024

Intercom has earned a respectable brand name as an AI-powered messaging and help desk system. For example, if you’re deeply integrated with a CRM system, you might find that Intercom doesn’t offer the direct connection you need. This will ensure every concern is addressed and resolved, with no issue left unresolved.

2024 97

2024 E Commerce E-support Social Media 97

SurveySensum

MARCH 20, 2024

It includes a variety of factors like customer service interactions and surveys for personalization and user journey optimization. A Customer Experience Management tool or software helps businesses monitor, manage, and improve the overall customer experience with their products, services, or brand. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Team Support

DECEMBER 8, 2023

According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Do you need an enterprise solution, or do you have a smaller group that just needs a modern ticketing system to simplify their workflow? Consider the size of your business and your support team.

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

Joe Rawlinson

MAY 24, 2022

And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Inefficient or absence of customer service tools like help desk ticketing software can guarantee more customer acquisition – for your competitors! Slow response times.

Omnichannel 78

Omnichannel Customers 2021 Presentation 78

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. Some argue that the beginning of the pandemic signaled the decline of ticket-based support systems. This takes a level of insight tickets can’t provide. And that was just the early stages of lockdown. What Makes a Modern CRM?

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Team Support

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. In the realm of customer service, it involves streamlining processes, reducing manual effort, and leveraging tools to enhance operational efficiency.

Customer Service 59

Customer Service Exceptional Customer Service B2B Demo 59

SurveySensum

NOVEMBER 28, 2023

They were sending 11-point NPS surveys for two critical touchpoints: Post-vehicle purchase (Sales) After-service visit (Workshop) The questions were centered around these two touchpoints of their dealerships. This is why they implemented an automated ticketing system for negative feedback. So, that is what they did.

Automotive 52

Automotive NPS Feedback Touchpoint 52

ProProfs Chat

JUNE 26, 2020

Learn the commonly used customer service and support lingo. Common customer service terms will help operators get accurate understanding of the field and enhance their abilities when providing solutions to your customers. The admin can update agent/operator profiles, change roles, create teams, reroute tickets or chats, and more.

Customer Service 119

Customer Service E-support Net Promoter Score Multi-Channel 119

Team Support

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. Gone are the days when customer service was just a cold, impersonal phone call. Self-Service: Customers are becoming more independent. This means a rise in self-service options, like knowledge bases and FAQs.

Social Media 52

Social Media Omnichannel Customer Satisfaction Customer Centricity 52

Team Support

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. Gone are the days when customer service was just a cold, impersonal phone call. Self-Service: Customers are becoming more independent. This means a rise in self-service options, like knowledge bases and FAQs.

Social Media 52

Social Media Omnichannel Customer Satisfaction Customer Centricity 52

Team Support

SEPTEMBER 8, 2022

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option. How can you provide the best self-service experience?

E-support 98

E-support B2B Webinar Customer Centricity 98

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Create self-service solutions.

Omnichannel 70

Omnichannel Social Media Customer Journey Mapping Customer Journey 70

Lumoa

APRIL 28, 2024

Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants. Medallia integrates with a wide range of data sources such as CRM systems, social media, contact centers and many more.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Team Support

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. 1980s-1990s: The Dawn of CRM Software The next two decades saw the adoption of computerized systems for customer support.

Technology 59

Technology Call Center Social Media 2007 59

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

Team Support

AUGUST 24, 2020

As a customer service professional, you have all sorts of data at your fingertips. 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.

B2B 97

B2B Metrics Definition Blog 97

Kustomer

JULY 6, 2023

As CMO of Kustomer, I have shadowed many customer service agents, doing hundreds of ride-alongs and stakeholder interviews, many of them with individuals from this rising generation. Work is the one area where customer service agents do not get much support from AI. They know when something is broken and customer service is broken.

Customer Service 98

Customer Service 2025 Information Customers 98

Team Support

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Popular self-service channels include FAQs, a searchable knowledge base, and online discussion forums.

Omnichannel 98

Omnichannel B2B 2020 Financial 98

Team Support

MARCH 10, 2021

As a customer service professional, you have all sorts of data at your fingertips. 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.

B2B 98

B2B Definition Customer Success Customer Relationships 98

Team Support

APRIL 12, 2023

A service level agreement (SLA) can benefit the work of customer support teams and customers alike because it sets guidelines for the level of service that is to be provided. Service Level Agreements 101 A service level agreement (SLA) is an agreement that helps to build trust between the customer service team and the customer.

Management 98

Management Document Download Customers 98

Team Support

APRIL 11, 2024

Manufacturing supports the global economy by ensuring quality processes lead to the timely delivery of goods and services. Global Customer Demands Customer support in the manufacturing industry encompasses a wide array of functions and services aimed at ensuring customer satisfaction before, during, and after the sale of a product.

Multi-Channel 40

Multi-Channel Social Media Customer Satisfaction Demo 40

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. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service 2023 Reference Customers 71

CSM Magazine

MAY 18, 2020

Here I review OneDesk , a popular customer service solution. Anyone in the organization can be authorized to access support tickets, projects and customer feedback. Aimed at SMBs as well as large enterprises, OneDesk is used by customer service managers, project managers, helpdesk and customer support teams. What is OneDesk?

Customers 84

Customers Demo Customer Service Interaction 84

Kustomer

SEPTEMBER 12, 2023

Even you, as a business owner or customer service manager, are likely already using generative AI in CS, or you should be. 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. What is Generative AI?

Social Media 52

Social Media 2023 Consumers Demo 52

Thematic

SEPTEMBER 1, 2021

Chat analytics is the process of finding useful data points in chat conversations and support tickets. In support tickets, customers provide accurate information to get the help they need. Feedback in support tickets and chats are more likely to be unbiased compared to reviews. What is chat analytics?

Customer Insights 114

Customer Insights Insights Feedback Demo 114

Kustomer

JULY 28, 2021

Kustomer was built to deliver on those expectations while maintaining efficiency and profitability for customer service departments. In recognition of that achievement, we are proud to announce that Kustomer is a finalist in the 2021 SaaS Awards Program in the category of “Best SaaS Product for Customer Service/CRM.”.

2021 98

2021 E Commerce Interaction Metrics 98