Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Their customers?

Analysis 394

Analysis Software Comparison Social Media 394

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Customer support is undergoing a fundamental shift. Support Ops.

Conference 120

Conference Tips Call Center Video 120

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. Product Marketing Specialist InvGate. Lack of process.

Study 208

Study Case Study Consulting Culture 208

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Chatbots 192

Chatbots Examples Self Service Customer Satisfaction 192

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Multi-Channel 113

Multi-Channel Customer Success Omni-Channel Software 113

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. Totango has proven to be a game changer.” Systems & Operations Manager.

Customer Journeys 105

Customer Journeys NPS System Customer Success 105

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Comm100

OCTOBER 13, 2022

The state of higher education is changing, and the way that admissions teams work to increase university enrollment must change as well. To increase university enrollment, higher education institutions now need digital strategies to reach students where they are and how they want to connect.

Strategy 197

Strategy Chatbots Social Media Omni-Channel 197

Comm100

SEPTEMBER 22, 2021

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation. Engaging With Leadership.

Customer Service 154

Customer Service Social Media Leadership Omni-Channel 154

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Customer Journeys 101

Customer Journeys Software Report Customer Success 101

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? 80% of net revenue comes from the customer base. We hope so!

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! The adoption of bots is skyrocketing as their benefits for both customers and organizations become increasingly clear.

Chatbots 130

Chatbots How To Measurement Report 130

ShepHyken

JUNE 14, 2019

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line.

Customer Retention 134

Customer Retention Contact Center Customers Omni-Channel 134

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. Madhavi Bezwada, VP of Client Success at Waystar. So, how did they do it? We’re more inclined to work proactively together versus being reactive and defensive.

Sports 93

Sports Leadership Customer Satisfaction Culture 93

Comm100

SEPTEMBER 6, 2022

In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of? How Many Visitors do you Receive Daily?

Guidelines 209

Guidelines Customer Satisfaction Report Average Handle Time 209

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

Interactions

MARCH 28, 2024

Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Gainsight

FEBRUARY 8, 2024

In the ever-evolving landscape of SaaS, Customer Success (CS) teams are facing a paradigm shift. Once primarily focused on customer satisfaction and retention, CS teams are now being called upon to think more commercially and demonstrate their direct impact on business revenue. So how do you get there?

Customer Success 52

Customer Success How To Conference Touchpoint 52

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Customer Success 94

Customer Success Consulting Customers Leadership 94

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Call Center Solutions 105

Call Center Solutions Customer Satisfaction Connections System 105

Lithium

APRIL 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

Roadmap 52

Roadmap Metrics CRM Resources 52

ShepHyken

MARCH 1, 2019

This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. With the passing of another year in the digital age, the reality is that we all have to be more aware of how artificial intelligence is entering into our lives.

Customer Experience 104

Customer Experience Chatbots Video Competitive Advantage 104

Call Experts

APRIL 8, 2024

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Call Center Solutions 52

Call Center Solutions Customer Satisfaction Technology Connections 52

Totango

AUGUST 31, 2021

Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management. How Has Digital Technology Changed Customer Success?

Customer Success 90

Customer Success Knowledge Base Chatbots Customer Journeys 90

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. But we nerds know that even the most optimized character sheet can't guarantee success. Here are some ways you can identify potential leadership qualities in your team.

Leadership 98

Leadership Culture Communication Exercises 98

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Communicating clearly and effectively is key when working with customers.

Communication 86

Communication Training Groups Tips 86

Beyond Philosophy

JANUARY 4, 2024

I appreciate the opportunity to look back upon what has happened and what I learned from it. Having a plan and doing the work is an excellent path to success, but I agree that sometimes luck plays a role, too. However, few had a strategy or even a clue about how to leverage the Web. We did this on the podcast recently.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97