CX Accelerator

APRIL 1, 2022

I depend on your service to run my business so I need it to work. I need to know what’s going on and I need some assurance from you that this issue is being corrected once and for all.”. If I tell the customer what happened, could I potentially get in trouble with the “legal department” and lose my job?

Tips 266

Tips Contact Center Communication Connections 266

NICE inContact

MAY 10, 2019

As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building.

Interaction 200

Interaction Contact Center Guidelines Training 200

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? Ready to dive in?

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

GetFeedback

FEBRUARY 14, 2019

How can you tell if it’s working? It gives you a sense of how popular the feature is. How many chats should you aim for? However, this may differ depending on whether you provide live chat support 24/7 or only a few select hours a day. Live chat metric #2: initial response time. Stick with it.

Metrics 186

Metrics Measurement Effort Score Survey 186

BirdEye

OCTOBER 11, 2023

And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 110

Insurance Industry Customer Experience Self Service 110

Customer Bliss

AUGUST 18, 2020

At Hiver, Niraj is responsible for defining the vision and strategy of the business. And a good part of this responsibility falls on the shoulders of your frontline support staff – who talk to and help out customers day in day out. How do you look for this quality? With over 1500 customers across 30 countries.

Customer Service 252

Customer Service Case Study Customers Interaction 252

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Ask clarifying questions.

Net Promoter Score 223

Net Promoter Score NPS Feedback Survey 223

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Now, imagine that you are a company CEO and you are asked this very same question. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear.

How To 208

How To Self Service Banking Customer Satisfaction 208

BirdEye

NOVEMBER 27, 2023

What’s that one thing every business must face, even when they don’t want to? It means you must try your best to make customers happy, especially when things get tricky. Smart business owners know creating loyal customers from service failures isn’t just about preventing bad reviews. It is dealing with difficult customers.

Examples 109

Examples Tips How To Social Media 109

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. But what happens when your NPS score isn’t quite as rocketing as you’d like? Should you throw in the towel and brace yourself for the inevitable worse? Well, not so fast.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

NICE inContact

SEPTEMBER 11, 2019

Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. For subject matter experts (SMEs) and companies that need to closely monitor the bottom line (and doesn’t everyone?),

Customer Service 136

Customer Service Omni-Channel Social Media CRM 136

Totango

NOVEMBER 10, 2023

Does the answer to any of those questions put you on the edge of your seat? Plainly put, CS needs to demonstrate value in terms of top-line revenue and increased customer lifetime value. Without it, your customers and you (as the provider) are likely to veer off course when the winds change. We hope so! At Totango Live!

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

NICE inContact

AUGUST 2, 2019

You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. The first key to clarity is simplicity.

Self Service 105

Self Service Effort Score Guidelines Tips 105

NICE inContact

OCTOBER 16, 2018

So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company? First, some scary truths. What’s more, 21% of support centers make customers repeat their story when they are transferred to another rep.

Call Center 260

Call Center Customer Service Self Service Social Media 260

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Not only does Comm100 meet the support needs of these schools, but it’s also increasing enrolment, engagement, and satisfaction, all while reducing operational costs.

Chatbots 197

Chatbots Self Service Video Wait Times 197

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? Unlike their small business counterparts, these solutions are equipped with advanced functionalities tailored to meet the needs of enterprise environments. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Doing CX Right

SEPTEMBER 19, 2020

Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. It isn’t what you expected. Know what you want.

Customer Service 126

Customer Service Strategy Social Media Customers 126

NICE inContact

JULY 12, 2019

What was once a trend among tech-savvy brands is now a necessity for everyone who wants to grow their business. It helps to know what you want, what options are out there, and what challenges await. Time is money, right? This is why you need digital customer service software that can move with you.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

Beyond Philosophy

AUGUST 25, 2022

The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. The definition is a bit fluid at the moment.

How To 147

How To Contact Center Hotels Social Media 147

BirdEye

AUGUST 29, 2023

You can grow, scale, and develop your business if you understand your customers’ feelings about you. This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. See Pricing FREE DEMO Table of contents What is customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. And again, any time a member of this group can “chat” with a peer about a situation, they will.

Self Service 97

Self Service Customer Service Fashion Groups 97

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” To truly provide service excellence, you have to go above and beyond meeting the basic needs of your customers. Create a mobile-optimized help center.

Ecommerce 119

Ecommerce Customer Experience How To Customers 119

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. The first key to clarity is simplicity.

Self Service 67

Self Service Effort Score Guidelines Tips 67

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

ShepHyken

NOVEMBER 29, 2019

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. So, what part does technology play in this?

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

ShepHyken

DECEMBER 13, 2019

Get it right, and you give the initiative the very best chances for success. Get it right, and you give the initiative the very best chances for success. Get it wrong and, at best, you are in for a tortuous journey with an uncertain outcome – you may even be forced to restart the process at twice the cost.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Vonage

MAY 23, 2017

Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure. But how do you know if you’re setting the bar high enough?

Contact Center 120

Contact Center First Call Resolution Call Center Social Media 120

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? But the question is, what is the right response? So, let’s jump right into it!

Feedback 52

Feedback Competitive Advantage Trends Survey 52

BirdEye

JUNE 22, 2023

Each customer you target comes with unique temperaments, making a one-size-fits-all approach ineffective. With this blog post, you will learn how to segment your target audience based on the various customer types in the market. Effective customer service is based on knowing what your customers expect, want, and need.

Case Study 98

Case Study Social Media Loyalty Brands 98

SurveySparrow

NOVEMBER 1, 2023

In this blog, we will deal with what a transactional survey is, its importance, uses, types, and best practices to follow for enhanced customer experience. What is a Transactional Survey? It captures the essence of customer interaction in real time. Or maybe when you’ve had an interaction with customer service?

Survey 52

Survey Customer Experience Customer Journeys Effort Score 52

Comm100

MARCH 2, 2022

However, to do so in today’s digital-first world, traditional communication is no longer enough. This blog will explain why credit unions must adopt digital support channels to deliver the member engagement that their current and future members expect, and how to do it smoothly and cost-effectively. Table of contents.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? 4 Strategies for Meeting and Exceeding Customer Needs. #1:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

NICE inContact

SEPTEMBER 7, 2017

Did you know that the first text message ever was sent on Dec. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. To them, SMS is just another convenient way to get into touch with you. To them, SMS is just another convenient way to get into touch with you.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

NICE inContact

AUGUST 2, 2019

You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

ProProfs Chat

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? These are some pressing questions that need your immediate attention.

How To 94

How To Knowledge Base Wait Times Comparison 94