Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Blog posts. Benefits of Customer Self-Service Portals.

Self Service 275

Self Service Knowledge Base e-support Policies 275

GetFeedback

JANUARY 24, 2019

Today’s customers have high expectations for support. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Here I’ll share the top 5 customer support tools that you need for your team. Advanced ticketing software.

Tools 210

Tools Self Service Customer Experience Net Promoter Score 210

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. This week we feature an article by Robert C.

B2B 107

B2B CRM Software B2C 107

NobelBiz

MARCH 24, 2022

When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. Some call queues additionally support dynamic agent connections.

Contact Center 52

Contact Center Call Center Poor Customer Service System 52

Lumoa

APRIL 18, 2023

Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!). CX Survey Sample Your customers and prospects are constantly giving you data: Social media posts, sales calls , product usage patterns, emails, support tickets, product review pages, and so on.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Team Support

JULY 6, 2020

because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them.

B2B 104

B2B Software e-support System 104

Team Support

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Studies suggest that up to 40% of tickets can be deflected through automation, sparing the need for human intervention. What is Automation?

Customer Service 59

Customer Service Knowledge Base Exceptional Customer Service B2B 59

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Offering 24/7 support. The importance of around-the-clock support cannot be understated. The importance of around-the-clock support cannot be understated.

Chatbots 211

Chatbots Self Service Examples Industry 211

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. Support Tickets and CRM Management. Email and Phone Support.

Company 95

Company CRM e-support Resources 95

Team Support

AUGUST 24, 2020

From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. This blog series explores how to interpret key data and implement strategies as a result.

Report 97

Report Data B2B Trends 97

Team Support

DECEMBER 7, 2020

But how can a salesperson or account manager be proactive in addressing either of these scenarios when they don’t live in your ticketing system all day and don’t analyze support reports on a regular basis? If your support software features custom automation triggers , they won’t need to. Increasing User Count.

B2B 98

B2B Sales Groups Report 98

Team Support

MARCH 10, 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, which we explored in Part 2.

B2B 98

B2B Report Trends Customer Success 98

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. But does this work well?

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Booking an appointment—say, a plane ticket—used to be so easy. Need some tech support? Used properly, I believe bots can be an customer service excellent tool.

Company 91

Company Customer Experience Airlines Chatbots 91

Team Support

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. A Picture—or Video—Is Worth a Thousand Words.

B2B 98

B2B e-support Video System 98

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? Step 4: Share the feedback with relevant teams such as product development, customer support, and marketing. This is why they implemented an automated ticketing system for negative feedback. How to analyze it?

Automotive 52

Automotive NPS Feedback Case Study 52

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 111

Contact Center Self Service Banking Airlines 111

Comm100

APRIL 17, 2023

In this blog, we will break down what HIPAA compliant messaging is, why it matters, and why healthcare providers around the world are using Comm100’s HIPAA compliant messaging software. Our business systems are also secured using multi-factor authentication to further reduce the risk of unauthorized access.

Healthcare 130

Healthcare Communication Multi-Channel Policies 130

SurveySparrow

MAY 30, 2023

So, you’ve managed to sail the choppy waters of digital transformation and have successfully implemented a ticket management system in your organization. But here’s the million-dollar question: how can you accurately measure the success of a ticket management system?

System 52

System Measurement Tips Self Service 52

NICE inContact

MARCH 1, 2018

AAA Central Penn found that it had some serious baggage: Technical issues in its contact center system. A move to NICE inContact—and the cloud—was just the ticket. AAA Central Penn chose NICE inContact CXone because of its scalability, omnichannel functionality and ease in configuring and upgrading the system.

Omni-Channel 139

Omni-Channel Gamification Contact Center Travel 139

SurveySparrow

NOVEMBER 28, 2022

If your organization doesn’t have an HR ticketing system, then you’re likely wasting time and manpower tracking employee issues manually. An HR ticketing tool automates this process. Additionally, a ticketing system can help make HR processes more streamlined and organized. Sign up below. free account].

System 52

System Resources Communication Tools 52

Kustomer

SEPTEMBER 12, 2023

In this blog, we’ll delve into generative AI examples, how it’s used, why AI in customer service is important and how you can optimize these tools that are already at your disposal. These systems learn the patterns and structure of their input training data, and then generate new data that has similar characteristics.

Self Service 52

Self Service Chatbots CRM Social Media 52

Comm100

NOVEMBER 13, 2015

What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved.

System 100

System Management Report Software 100

Team Support

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! Watch on demand.

Chatbots 89

Chatbots B2B B2C Software 89

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. By recognizing early warning signs, you can proactively address the issues, provide additional support, or offer incentives to retain custom ers.

Effort Score 52

Effort Score Metrics Customer Satisfaction System 52

Team Support

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Net Promoter Score System NPS 86

Comm100

NOVEMBER 8, 2018

In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. According to a 2012 Aberdeen Group Report , companies that use live chat save up to 50% or more on support costs versus other methods. Knowledge base. Social media.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

Totango

APRIL 18, 2023

Our two newest features will include plain language-to-code generation for integrations and systems connectors, and an AI assistant chat interface where you can easily surface Totango segments by using natural language queries. Totango’s automated integrations and AI assistant features are rolling out in beta in Q2.

Innovation 99

Innovation Customer Success Customer Journeys System 99

Method:CRM

MARCH 20, 2023

Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. Customer portal solutions are dedicated web-based customer service and support hubs. This way, your customers don’t need to jump through hoops like contacting your support team or Googling your services. Order tracking.

Self Service 52

Self Service CRM Knowledge Base Software 52

Method:CRM

MARCH 20, 2023

Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. Customer portal solutions are dedicated web-based customer service and support hubs. This way, your customers don’t need to jump through hoops like contacting your support team or Googling your services. Order tracking.

Self Service 52

Self Service CRM Knowledge Base Software 52

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. 5) CustomerGauge Robust NPS System Accurate Revenue Impact Assessment Comprehensive Customer Tracking Free trial available Contact CustomerGauge 4.6 (5) user/month 4.4 (5) user/month 4.4 (5) user/month 4.4 (5)

B2B 52

B2B Tools Feedback Multi-Channel 52

Totango

MARCH 15, 2022

In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. This enables your staff to support more customers per staff member instead of tying you down to a 1-to-1 ratio between customers and account managers. The post Scaling Your Customer Success Team?

Customer Success 96

Customer Success Customer Journeys Resources Technology 96

Team Support

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. Cost Effectiveness and Flexibility. What it also means is that they can end their subscription at any time.

B2B 64

B2B e-support eBook Software 64

Lithium

JANUARY 2, 2024

Some blog areas are limited to Khoros customers only. Care Close the loop with Khoros Care for your CRM If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. Note: To enable this functionality, open a Support ticket.

Social Media 52

Social Media CRM Video Contact Center 52

Team Support

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. It starts with the cloud.

e-support 59

e-support B2B Knowledge Base Competitive Advantage 59

ChurnZero

MARCH 9, 2023

nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. ticketing); 49% said task/project management; 46% said customer success platform (CSP); 41% said CX/survey; 37% said chat; 34% said product (i.e. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

CustomerSuccessBox

APRIL 19, 2021

It is very powerful since it is the easiest ‘leading indicator’ to set up your early warning system and drive customer retention. It is the holy grail of setting up any real early warning system. System Configuration . Systems can be configured to meet one’s use case and needs. Support Tickets.

Customer Retention 52

Customer Retention Net Promoter Score Data NPS 52