Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Examples 177

Examples Customer Service Chatbots Knowledge Base 177

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Support Tickets and CRM Management. Email and Phone Support.

Company 94

Company CRM e-support Resources 94

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Today’s customers expect fast support at any time of day.

Chatbots 206

Chatbots Customer Service ROI Case Study 206

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

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

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

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. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

JUNE 28, 2019

But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. In general, technology is augmenting —not replacing — the employee. Fewer phone calls, but more complex conversations.

Contact Center 110

Contact Center Self Service Banking Airlines 110

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Geared towards smaller-scale operations with fewer agents and lower call volumes. Flexible deployment options include on-premises, cloud-based, and hybrid models.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 75

Chatbots Social Media Healthcare Study 75

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Software 111

Software Customer Success Innovation Report 111

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself.

Customer Success 95

Customer Success Customer Journeys Resources Technology 95

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.

Customer Service 130

Customer Service Consumers Loyalty Customers 130

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Innovation 136

Innovation Travel Financial Exercises 136

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Connections 94

Connections Chief Customer Officer Customer relationships Customer Relationship Management 94

Comm100

SEPTEMBER 19, 2022

For organizations looking to improve their customer service and support operations, SMS is now becoming an essential channel alongside the likes of live chat, email and social media. SMS is the most convenient channel for your customers. SMS customer support is not intrusive.

Social Media 130

Social Media Customer Satisfaction Communication Customers 130

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Supporting technologies that will drive new levels of speed and efficiency. Shep Hyken.

Self Service 79

Self Service Omni-Channel Social Media Retail 79

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. This means that you should know how to hire live chat agents who are going to delight your customers.

How To 91

How To Software Knowledge Base Tools 91

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Self Service 92

Self Service Customer Experience Contact Center Interaction 92

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Examples 92

Examples Feedback Strategy NPS 92

SurveySparrow

DECEMBER 28, 2023

Did you know that 91% of unhappy customers leave without a word? And according to Forbes, a harsh 96% will abandon you for lousy customer service! This stat shows us the importance of measuring customer experience. ” Customers then give a rating, often on a scale of 1 to 5 or 1 to 10. It goes a step further.

NPS 52

NPS Measurement Net Promoter Score Feedback 52

Wootric

DECEMBER 21, 2018

Automatically Organize Qualitative Customer Feedback with Auto-tagging. This is where using software to auto-tag customer comments saves the day. Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

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

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Success 118

Customer Success Management Guidelines Customers 118

AWS Machine Learning

DECEMBER 22, 2023

Customers are now pre-training and fine-tuning LLMs ranging from 1 billion to over 175 billion parameters to optimize model performance for applications across industries, from healthcare to finance and marketing. Training performant models at this scale can be a challenge.

Training 100

Training User Experience Communication Data 100

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Connections 62

Connections Chief Customer Officer Customer relationships Customer Relationship Management 62

kommunicate

JULY 14, 2020

Chatbots are very important in the field of Customer Support, Online Marketing, and eCommerce, etc. The purpose of chatbots is to support and scale business along with maintaining good customer relationships. The post How to Connect Dialogflow With Facebook Messenger appeared first on Kommunicate Blog.

Connections 97

Connections How To Ecommerce Chatbots 97

ChurnZero

MARCH 9, 2023

Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The post Customer Success tech stack: research and outlook appeared first on ChurnZero.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Kustomer

JUNE 27, 2022

In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). Today’s consumer, as a result, finds great benefit in a hybrid customer experience that combines the spark of human communication and the convenience of sophisticated digital assistance.

Consumers 104

Consumers Customer Experience Social Media Chatbots 104

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

ChurnZero

MARCH 9, 2023

Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. said customer relationship management (CRM); 65.9% said support (i.e. ticketing); 48.9%

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Gainsight

NOVEMBER 2, 2023

Here’s the thing: You don’t need a ton of content to get started on your customer education journey. Mine Your Entire Content Ecosystem: From Marketing to Support I’d wager a big bet that you already have the content you need to launch your academy—or at least the foundation of it. You can simply use what’s already available.

Course 52

Course eBook Video Conference 52

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. Customer success is a fast-paced industry.

Customer Success 93

Customer Success Self Service Customer Journeys Tools 93

ChurnZero

APRIL 22, 2022

You can’t build or scale a high-performing team if process gets in the way of productivity. Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98