Team Support

APRIL 12, 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. When self-service is a better alternative to submitting a ticket.

Self Service 58

Self Service Omni-Channel B2B Knowledge Base 58

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. It’s time to start driving better customer experiences today.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

Blake Morgan

OCTOBER 27, 2022

COVID transformed the B2B buyer journey, and companies need to adjust their experiences to match. Successful B2B companies rely on technology, scalable personalization, and digital tools. COVID changed everything about how we live and work—especially in the B2B space. But then the pandemic turned everything on its head.

B2B 105

B2B Self Service Competitive Advantage B2C 105

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

Self Service 207

Self Service B2B Video Contact Center 207

Kayako

SEPTEMBER 28, 2022

In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy. New truth: You are competing with the last best experience your customer had.” The challenge for company management is they don’t just have external customers.

Technology 156

Technology Self Service Tips Customer Service 156

TechSee

AUGUST 15, 2021

decrease in customer satisfaction . When dealers are responsible for the warranty management services, the manufacturers are required to reimburse their dealers for repairs performed on equipment under warranty. Assisted Service. Self-service. B2B Warranty Cost Management Using Vision. computer OEMs .

Self Service 207

Self Service Management Video Contact Center 207

GetFeedback

DECEMBER 4, 2018

For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. Well, not exactly. All you have to do is follow the suggestions below. .

Self Service 259

Self Service Customer Service How To B2C 259

Team Support

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. Know your customers.

B2B 105

B2B Self Service Tips Social Media 105

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.

Report 91

Report Trends Customer Success Self Service 91

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 134

Self Service Customer Experience Customer Service B2C 134

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveyGizmo

NOVEMBER 11, 2021

Now, as workers return or plan to return to work , we are back to living B2B lives during part of the day. The bar has been raised for customer experience teams and how they develop relationships with consumers. Self-serve options, common in B2C e-commerce, have grown for business buyers too. What Do B2B Consumers Want?

B2C 98

B2C B2B Self Service e-support 98

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. We’ve got you covered with the 7 best trends that will revolutionize your customer experience and propel your business to new heights. This will make your customers super happy and loyal.

B2B 52

B2B Trends Self Service Customer Experience 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.

Self Service 98

Self Service e-support Guidelines Software 98

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer.

B2B 130

B2B B2C Touchpoint Customer Journeys 130

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service. The Use of AR in Increasing Field Service Efficiency.

Self Service 207

Self Service Travel Knowledge Base Technology 207

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B Engagement Self Service Strategy 80

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. Budgets have run tight, making buyers selective about what they pick.

Strategy 145

Strategy Self Service Customer Journeys B2B 145

ECXO

SEPTEMBER 6, 2023

B2B has been paying attention. These aren’t IT projects, they’re business strategies to drive customer-led growth. In this article, I explore how B2B businesses are integrating various channel and touchpoint technologies to create a consistent, frictionless customer experience. There is of course nuance.

Omni-Channel 52

Omni-Channel B2B Technology Ecommerce 52

TechSee

JULY 1, 2022

This pain is felt particularly acutely in the field service industry, where transportation costs are often considered unavoidable. This creates a dual pressure on field service leadership, to both reduce demand wherever possible, and improve the efficiency of their performance across every step.

Self Service 109

Self Service Technology Engagement Transportation 109

Kayako

JUNE 16, 2022

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Feedback Customer Service Self Service 52

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?

B2B 91

B2B Customer Success Customer Service B2C 91

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople also gain a lot of credibility with their customers.

Sales 126

Sales B2B Self Service Training 126

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Embrace AI. Measure what matters.

Customer Experience 87

Customer Experience B2C Government B2B 87

Vanilla Forums

JANUARY 13, 2021

If you follow our blog you'll know that B2B customers want to service themselves. Customers don't simply want self service options, they demand options that actually work. Options that they can use to actually find solutions to their product or service issues.

Self Service 81

Self Service B2B Customer Centricity Measurement 81

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. My Comment: Self-service is great until it doesn’t work.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

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 Journeys Social Media Net Promoter Score 99

Blake Morgan

APRIL 12, 2022

Success comes from making customer experience central to your business. And that requires streamlining the experience for both customers and employees. Steve Harding, Area Vice President of ServiceNow , says customer service starts with an effortless experience.

Self Service 59

Self Service How To Contact Center B2B 59

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

Team Support

NOVEMBER 4, 2020

And it's how we began our story of two B2B customer support departments. His customer support team is starting to doubt their ability to support those that need it. We’re trying to provide good service, what can we do better?” “I Sales is blaming customer support for losing the customers they worked so hard to bring in.

B2B 98

B2B Self Service e-support Knowledge Base 98

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. Throughout that customer’s lifecycle. For a change.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202