Bill Quiseng

MAY 8, 2017

the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a unique perspective on how customer communication has evolved and where it’s heading. Swiftpage is the owner of Act! , Enter 2017.

CRM 98

CRM Customer Relationship Management Customer relationships Social Media 98

Magellan Solutions

APRIL 24, 2020

It was founded in 2009 by brothers Lyndon and Jamie Cormack , who named the company after a Canadian frontier village in Saskatchewan. is the company behind the workplace communication software Slack. Though they are currently headquartered in San Francisco, California, Slack was founded in 2009 in Vancouver, British Columbia.

Company 59

Company Banking Telecommunications Airlines 59

ShepHyken

JANUARY 5, 2018

Not all customers like to communicate the same way, especially when there are multiple ways to engage. This trend seems to cross over to consumer-to-business communication as 89% of consumers want to use messaging to communicate with businesses. Texting provides faster service: Texting by nature is fast and convenient.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 When IVR systems are programmed to communicate business hours, billing information, and even certain types of account information, CX can be significantly improved without sacrificing functionality. That’s better than the pre-recession high of $4.4

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Russel Lolacher

AUGUST 30, 2018

In the summer of 2009, with some prodding by Lynn, the couple decided to buy the old computer of their eldest son, Joe. Your anti-virus software expires in one week. Someone at the security software company surely would have an answer. Computers however, were a totally different beast. Would you like to renew for the year?”.

Social Media 48

Social Media Video Entertainment Software 48

Russel Lolacher

AUGUST 30, 2018

In the summer of 2009, with some prodding by Lynn, the couple decided to buy the old computer of their eldest son, Joe. Your anti-virus software expires in one week. Someone at the security software company surely would have an answer. Computers however, were a totally different beast. Would you like to renew for the year?”.

Social Media 40

Social Media Video Entertainment Software 40

CX Journey

JANUARY 11, 2018

A survey by Aspect Software indicated that businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. People like to communicate in different ways. He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

Wired and Dangerous

MAY 6, 2021

After all, the last thing you want is to be left responsible for maintaining software long after the project is concluded especially if the working relationship becomes strained. Careers teachers can register to receive communications around registrations and upcoming intakes by emailing workexperience@police.vic.gov.au

Government 91

Government Banking Software Groups 91

Comm100

NOVEMBER 27, 2017

What the media saw was a company that had nailed all of the elements of the perfect public apology: it was remorseful, concerned with its customers, listening, communicative, and taking action. That’s what one of two rogue Domino’s employees said giggling back in 2009, on a YouTube video that described their tampering with food products.

Social Media 290

Social Media Video Effort Score Brands 290

CSM Magazine

JUNE 27, 2018

ServisBOT’s mission is to make AI easy, continuously smarter and more humanlike, so that organizations can automate routine interactions and improve customer service experience through greater availability and more convenient problem resolution, making use of the same channels their customers use to communicate with their friends and family.

Chatbots 40

Chatbots Insurance Case Study System 40

Waypoint Group

OCTOBER 17, 2019

Concrete customer input removed the guesswork from internal communications. develops cutting-edge enterprise Governance, Risk, and Compliance (GRC) software. Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. Deeper insights helping marketing create excellent customer-company interactions . Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Service Untitled

MARCH 31, 2010

Some hideous stories released told of a toll collector not wanting to make change for a $1.75 toll from a twenty-dollar bill and then throwing the change and telling the driver to get his change from the road and die, or another toll collector demanding a driver to submit to a strip search because she entered the wrong toll lane.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. A company I work with now uses the software the general method I outlined in my post.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

OCTOBER 25, 2010

Now we have progressed to a Social Customer Relationship Management (Social CRM) which takes us from the original CRM and now adds new communication channels via the social web to concentrate on better customer relationships. Why not then use this popular line of communication to positively engage customers and build trust and brand loyalty?

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

OCTOBER 22, 2010

The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. Companies need to fix the problem, fire suppliers, establish new procedures, hire new personnel, and communicate to the world that this will never happen again. The widespread criticism brought considerable damage to Toyota’s brand reputation.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

Metrics 40

Metrics Exercises CRM Resources 40

Comm100

MARCH 27, 2023

A chatbot is a software program that can respond to student requests and hold conversations in a text interface. Typically embedded in live chat software on websites, website visitors can ask the chatbot questions and receive an immediate answer based on content and material that the bot has been trained on.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

BirdEye

OCTOBER 6, 2023

3 Real-world reputational risk examples How does reputation management software mitigate reputational risks? Poor communication Things can fall apart if you don’t communicate clearly. You’ll earn a bad reputation if you alienate your customers with poor communication. Table of contents What is reputational risk?

Strategy 59

Strategy Social Media Airlines Software 59

Comm100

NOVEMBER 23, 2020

This starts with a good help desk or ticketing software. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets. As important as help desk ticketing software is, it can be hard to find the right one. Free Live Chat Software for Unlimited Agents.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes. .&#

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

Policies 40

Policies Exercises Travel Customer Service 40

Comm100

NOVEMBER 13, 2022

With this all in mind, this guide will explore customer service from top to bottom, exploring the state of customer service today, revealing best practices, and recommending the best software you can adopt to help your customer service operations become the envy of your competitors. Best customer service software. Table of Contents.

Tools 181

Tools Customer Service Tips Omni-Channel 181

NobelBiz

APRIL 9, 2024

The Telephone Consumer Protection Act (TCPA) of 1991 addresses consumer concerns over unsolicited telemarketing communications by setting strict guidelines on the use of automated dialing systems, prerecorded messages, SMS texts, and faxes. Additionally, the Security Rule addresses the protection of electronic health data.

Call Center 105

Call Center Healthcare Contact Center Financial 105

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

MARCH 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Comm100

NOVEMBER 13, 2022

Omnichannel customer service software connects every digital channel into a unified platform, bringing improved efficiency and CX, to name a couple of its many benefits. Research shows that 72% of consumers use multiple communication channels when completing a transaction, rising to 82% for business buyers.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites.

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

SEPTEMBER 25, 2009

Service Untitled The blog about customer service and the customer service experience.

Hotels 41

Hotels Exercises Policies CRM 41