TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

TechSee

APRIL 17, 2022

” The Modern Call Center Customer Journey. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. Beyond Call Centers: Bringing Warm Transfers to Service Organizations.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journey Mapping Social Media Net Promoter Score 99

CSM Magazine

NOVEMBER 16, 2022

An effective customer service team is the backbone of any successful company. When a business is ready to scale, it must ensure that its customer service department can grow in tandem. Managers will also need to analyze which types of services will increase. Review Daily Workflows.

Customer Service 52

Customer Service NPS Customer Satisfaction Metrics 52

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Buchanan and Greene offered several lessons on fostering digital customer engagement and driving successful customer outcomes.

Customer Engagement 52

Customer Engagement Engagement Webinar Customer Journey 52

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

Webinar 87

Webinar Customer Success Article Customer Engagement 87

TechSee

DECEMBER 28, 2020

“You’ve reached Service Enterprises. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

BirdEye

FEBRUARY 23, 2024

Each department is vital to any successful organization: the marketing department fuels the hype, finance manages the cash flow, and operations keep the engine running smoothly. While operating independently, they’re united by a common goal: the organization’s success.

Communication 64

Communication Multi-Channel Culture Social Media 64

Team Support

FEBRUARY 12, 2024

Selecting the right customer support solution can feel like a daunting task, especially with so many options available in the market. However, it's a crucial decision that can significantly impact the success of your customer service department and, consequently, your business at large.

Banking 52

Banking Customer Satisfaction Customers Customer Service 52

SurveyGizmo

FEBRUARY 14, 2023

First-to-market features drive deeper engagements to increase customer adoption, retention, growth, and advocacy. February 14, 2023 – Alchemer – a global leader in experience management and enterprise feedback technology – today announced the launch of Alchemer Workflow. Alchemer Workflow is available immediately.

Feedback 52

Feedback 2023 Customer Retention Connections 52

TechSee

APRIL 21, 2021

Attended RPA are automated processes launched by the agents themselves as part of their daily workflow, for example, logging in to multiple systems at once, or launching a series of post-call tasks such as customer emails and future follow-up tasks. . Computer Vision AI-Based Self-Service. Unattended RPA.

Call Center 136

Call Center 2021 Innovation Contact Center 136

Team Support

JANUARY 25, 2024

Selecting the right customer support solution can feel like a daunting task, especially with so many options available in the market. However, it's a crucial decision that can significantly impact the success of your customer service department and, consequently, your business at large.

Banking 52

Banking Customer Satisfaction Customers Insights 52

Inbenta

DECEMBER 2, 2021

Contents: Defining Support Ticketing Workflows. 4 Key Benefits of Proper Support Ticketing Workflows. 4 Tips for Perfectly Optimized Support Ticketing Workflows. Managing customer requests can be time-consuming and complex for customer services and IT support staff. Defining Support Ticketing Workflows.

Customer Satisfaction 52

Customer Satisfaction Management Customer Service Download 52

Kustomer

FEBRUARY 19, 2024

is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites.

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations. Completely unacceptable.”

2024 97

2024 E Commerce E-support Social Media 97

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Social media.

B2B 91

B2B Customer Success Customer Service B2C 91

TechSee

APRIL 8, 2022

Key Insights from Field Service Medical 2022. TechSee team members recently attended the Field Service Medical event, which highlighted a lot of insightful and actionable takeaways, A few themes stood out specifically: . Growing Need for Self Service. Outsourcing Customer Success Services.

2022 109

2022 Demo Events Technology 109

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

2024 52

2024 Customer Success 2023 Leadership 52

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. A prospect may also encounter your brand through word-of-mouth or a customer referral.

Customer Journey 124

Customer Journey Customer Retention Sales Loyalty 124

Magellan Solutions

MARCH 5, 2023

Filipinos have earned a spot for providing excellent BPO services. No wonder western countries like the United States and Australia chose to outsource customer services and technical support to them. Besides BPO, the Philippines is the best option for shared services. What Is a Shared Service Center?

Government 98

Government Call Center Contact Center Technology 98

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. increase in customer satisfaction, a 5.4x They provide the essential tools and resources for front-line teams to deliver exceptional products and services to customers. improvement in quality SLAs met, and a remarkable 11.7x

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

CSM Magazine

APRIL 6, 2021

Vivantio launches new service management product suite to serve. growing B2B service firms. Vivantio , a leading provider of customer service optimization software and solutions, is pleased to announce a new product suite specifically developed to meet and scale with the needs of growing B2B service firms.

B2B 81

B2B Management 2003 Customer Service 81

Team Support

FEBRUARY 22, 2024

One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough. Lower churn rates and higher customer satisfaction scores. The result?

Net Promoter Score 40

Net Promoter Score Omnichannel Customer Centricity Customer Satisfaction 40

CSM Magazine

SEPTEMBER 21, 2023

In the helpdesk, service desk and ITSM software selection, no detail is trivial. Demo access Secure a test environment to set up processes and rigorously test real-world use cases of your customer service workflow. Investing in high-quality software is a pivotal decision for any company.

Demo 59

Demo Financial User Experience Feedback 59

eGain Blogs

MAY 31, 2023

Business needs, especially for customer service, are different from consumer needs. The customer service department must give consistent responses to a high volume of questions, which must be accurate, up-to-date, compliant with regulations, and understandable to avoid callbacks or escalations.

Document 52

Document Feedback Contact Center Article 52

eGain Blogs

MAY 31, 2023

Business needs, especially for customer service, are different from consumer needs. The customer service department must give consistent responses to a high volume of questions, which must be accurate, up-to-date, compliant with regulations, and understandable to avoid callbacks or escalations.

Document 52

Document Feedback Contact Center Article 52

Totango

JANUARY 14, 2020

When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience.

Customer Success 63

Customer Success B2B Net Promoter Score Sales 63

Circular Edge

FEBRUARY 26, 2024

To Automate the Warehouse, Planning and Distribution operations DifGen Pharmaceuticals upgraded with the Oracle OCI, AtomIQ Streamlined processes across departments resulted in time and resource savings, while new tools and shared information improved teamwork and communication. Standardize the process across multiple companies.

Advertising 40

Advertising Financial Healthcare Innovation 40

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

Gainsight

AUGUST 26, 2021

You don’t usually hear feedback about how your customer-facing teams are doing unless things are either going really well or, unfortunately, really bad. Here are three key ways customer success thinking crosses over to also help teammate success. So what does that mean in practice?

Customer Success 52

Customer Success E-support Metrics Demo 52

CustomerSuccessBox

JULY 29, 2022

Every step of the way, the ideal customer experience offers seamless, consistently high-quality service. Throughout the customer lifecycle, customers frequently interact with various teams within your business. Defining Customer Success Workflow. Why should CSM workflows be documented?

Customer Success 52

Customer Success Management Document Customer Journey 52

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. How to Shift Right .

Customer Journey 103

Customer Journey Customer Retention Touchpoint Demo 103

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 96

Customer Engagement Engagement Net Promoter Score Metrics 96

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Customer Journey 95

Customer Journey Touchpoint Customer Success NPS 95

CSM Magazine

JULY 13, 2022

The marketing landscape has become more competitive; customers now have options and can purchase from anywhere in the globe; the relevance and survival of your business depend on how you can integrate and adopt new technological advancements to enhance customer satisfaction. What is a customer enablement platform?

Customer Service 59

Customer Service Webinar Customers B2B 59