Helpware

SEPTEMBER 8, 2016

Proactive customer support is one of those strategies that doesn’t matter if you are doing it in-house or using an a support outsourcing service. The post Proactive Customer Support Story appeared first on Helpware Blog. The end result is still the same: happier, loyal customers.

Course 40

Course Customers Customer Service Strategy 40

InMoment XI

MARCH 27, 2024

Proactive crisis management. Proactively Manage Your Digital Presence As part of your automotive reputation management strategy, regularly monitor review websites, social media platforms, automotive-related forums, and automotive-specific websites for mentions of your brand, products, and services.

Automotive 260

Automotive Management Social Media Feedback 260

Comm100

JANUARY 2, 2024

This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents. The Benefits of Generative AI in Customer Service Generative AI isn’t just another tech buzzword; it’s a game-changer in customer service and support.

Customer Service 180

Customer Service Chatbots Interaction Customers 180

ShepHyken

OCTOBER 4, 2019

There may be times when such interactions result in providing customers with personalized support and attention. Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems. After all, who doesn’t like attention?

Brands 119

Brands Engagement How To ROI 119

ShepHyken

APRIL 5, 2019

Additionally, in a world where customers no longer want to wait for support, chatbots provide the option to engage with businesses 24/7. With the support of the latest chatbot technology, brands will be able to offer a more optimised and enhanced customer experience for any client. Support like that pays off in the long-term.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

Comm100

SEPTEMBER 7, 2022

SMS messaging has taken off among customer service and support teams too, and the reasons are straightforward. Customers find SMS support more convenient and faster than other communication channels, while organizations offering SMS customer support can engage with more customers and prospects. Offer proactive support.

Customer Service 130

Customer Service Consumers Loyalty Customers 130

Totango

DECEMBER 20, 2023

I felt fully supported by the Totango implementation, data, and support teams. From streamlining customer interactions and optimizing business operations to supporting critical in-app communications , the Totango software makes connecting, integrating, and empowering cross-functional partners easy and valuable.

Report 108

Report Effort Score Customer Centricity User Experience 108

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken.

Loyalty 113

Loyalty Effort Score Social Media Omni-Channel 113

ShepHyken

NOVEMBER 10, 2017

A live chat tool can help businesses significantly improve lead capture efforts, customer onboarding, and long-term support. Here’s how live chat simplifies the customer journey: 1. Proactively greets every website visitor. Businesses can enable proactive greetings for website visitors by analyzing their online behavior.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. Proactive support. While AI can’t solve every support issue, it can solve most repetitive tasks that comprise most of the requests. Better customer support, aided by AI.

Self Service 73

Self Service Chatbots Social Media Insurance 73

ShepHyken

DECEMBER 28, 2018

Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. They trust each other more than a faceless support agent or company “agenda.”. 25% of millennials expect a response within 10 minutes of reaching out to support. Then there’s the whole Veruca Salt syndrome.

Self Service 97

Self Service Customer Service Fashion Groups 97

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. 10) shut down customer support channels for cost rather than customer choice. Aileen Day , imploring us to be proactive instead of reactive states: 13) don’t monitor customer experience KPI’s at the executive level. Back To Blog Home 5) put profits before purpose.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Comm100

JUNE 27, 2023

College counseling teams play a vital role in providing support to these students, but the increasing demand for their services has led to an overload in caseload. In this blog we will explore strategies that college counseling teams can adopt to effectively handle caseload overload and promote the well-being of its students.

How To 130

How To Wait Times Resources Chatbots 130

ShepHyken

JUNE 8, 2018

Meet Mor and Yoni, two of the Lightricks support team all-stars. After just one bad customer support experience, trust in a brand is gone forever. That’s Mor, who heads the Lightricks Support Team. Today’s customer support landscape is more than just email. See social media as proactive support.

Social Media 75

Social Media Video Case Study Customers 75

ShepHyken

NOVEMBER 15, 2019

You’ve heard by now of all the practical ways that today’s dynamic IVR can support your customer experience, including: Providing simple self-service functions such as balance checking or order status without needing to talk to an agent. Offering faster, more convenient service at literally any time.

Self Service 92

Self Service Customer Experience Contact Center Interaction 92

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. This proactive approach can uncover areas of dissatisfaction that might not be voluntarily reported, allowing for targeted improvements.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

SaleMove

SEPTEMBER 8, 2023

Companies can secure more customers by pairing their online self-service sales experience with proactive on-screen support, ultimately reducing form abandonments. The post Optimizing the Online Sales Experience to Boost Conversions appeared first on Glia Blog | Digital Customer Service Explained.

Sales 52

Sales Self Service Customer Experience Customer Service 52

Steve DiGioia

JUNE 26, 2023

Anticipate Their Needs Be proactive and think of what the customer may need before they do. If needed, retrain, coach, or give additional support. The post 18 Ways to Make Your Customers Feel Loved and Appreciated appeared first on Steve DiGioia Customer Service Blog. Let them be the “face of your business”.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? This article will explore the differences between customer success and customer support and how they work together to help businesses succeed. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

Comm100

JUNE 27, 2021

This real-time support channel is live chat, and it can significantly reduce cart abandonment and increase sales when used well. To help you use your live chat software to its fullest, this blog will run through the live chat best practices for 3 key stages of the eCommerce customer journey. . Consideration .

Ecommerce 130

Ecommerce Customer Journeys How To Video 130

Comm100

OCTOBER 25, 2021

In this blog, we’ll look at the unique challenges that schools face in engaging with international students, and how digital transformation has opened a way forward for them with digital communication channels like live chat. Proactive Chat Invitations. Route to Specific Agent. In-App Chat.

Engagement 130

Engagement Tips eBook Chatbots 130

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. Download the report.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

ShepHyken

MAY 25, 2018

When a customer is in pain or trending towards churn, you need to know so you can proactively address it. Customers obviously have preferences and are more likely to do things in certain channels, and those channels cost different amounts to support. Modeling churn risk isn’t optional – it’s become an absolute requirement.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

Call Experts

APRIL 8, 2024

In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. The rise of contact centers for utilities marked a significant shift in customer service and support. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

Totango

NOVEMBER 27, 2023

Those insights empower CS teams to proactively deliver maximum value to customers, reduce churn risks, uncover accounts with high and low engagement, and maximize growth through expansion revenue. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: Task status. Customer health. Upcoming renewals.

Report 91

Report Trends Customer Success Self Service 91

Totango

NOVEMBER 14, 2023

This program is now available for Totango and Vanilla customers to not only extract insights from community engagement data but, most importantly, to be proactive in their approach to customer relationship management. By having access to valuable insights, you can better gauge customer needs and anticipate potential issues.

Connections 94

Connections Chief Customer Officer Customer relationships Customer Relationship Management 94

Kustomer

OCTOBER 1, 2022

In this blog we’ll answer this question, discuss how brands handle email within their overall customer service strategy, and outline what customers still expect from email. It’s important to get ahead of those customer-initiated emails by implementing proactive customer service first. What Is Email in Customer Service?

Customer Service 97

Customer Service Software Customers Communication 97

Kustomer

JUNE 13, 2022

CX teams then must also have the proper protocols in place to ensure agents are able to delight customers, create lasting relationships, and drive loyalty in a way that elevates chat above support experiences on legacy channels. It is integral for support agents to ensure a satisfactory experience through chat-based channels.

Tips 98

Tips Customer Service Chatbots Social Media 98

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach. offer electronic-only support contact methods.

B2B 64

B2B e-support Knowledge Base Resources 64

Talkdesk

MARCH 26, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Reach out to your customers proactively Your customers need information now more than ever.

Contact Center 92

Contact Center Insurance Call Center Technology 92

Kustomer

NOVEMBER 2, 2022

In this blog, we’ll explore types of service expectations, from general expectations that remain the same, to important changes in what the modern customer expects, and the importance of a cohesive omnichannel strategy. In effective customer service, there are best practices to proactively respond to today’s customers.

Customer Service 98

Customer Service Omni-Channel Social Media Customer Expectations 98

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Optimove

MARCH 18, 2024

Operators should understand the potential risks associated with problem gambling and provide players with the resources, content, and support they need to make informed decisions. Understanding tech’s role in identifying and preventing unhealthy behavior is key. This approach is beneficial for players and operators.

eBook 52

eBook Loyalty Tips Measurement 52

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 105

Customer Success Customers Measurement Communication 105

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. Deliver omnichannel support Omnichannel support means providing consistent customer service across all channels your customer is likely to be. Email support Email is a helpful customer service tool.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Kustomer

JUNE 7, 2023

In this blog, we outline how to meet these customer expectations by creating a CX playbook, and we detail why having one is crucial in the world of financial services. Proactive customer support creates solutions for your clients that are seamless and easy. You can anticipate client needs through proactive messaging.

Financial 98

Financial CRM Banking Effort Score 98

TechSee

JUNE 10, 2021

This blog challenges that status quo. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field. Analysts and organizations have been waving the red flag of unnecessary truck rolls for years.

Self Service 207

Self Service Innovation Analytics Transportation 207