Comm100

NOVEMBER 5, 2020

An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Building an internal knowledge base is about giving your whole team, from the newest to the most senior members, access to information that helps them do their job better.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Beyond Philosophy

AUGUST 26, 2021

Research over the last few years points to a lackluster performance for return on investment. ” So today, we are going to cover the five rules to guarantee a Return on Investment. You can’t just take things at face value, but you need to dig deeper to understand what your experience provides value for people.

Return on Investment 78

Return on Investment Call Center Measurement Customer Experience 78

Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. But if agents routinely fail to deliver satisfactory service interactions, customers will never return. What should you do?

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

Customers That Stick

NOVEMBER 13, 2014

Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? This would ensure return customers, new customers, and most importantly, more money for me. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 137

Customer Experience Self Service Contact Center Sports 137

BirdEye

JULY 7, 2023

In this blog post, we’ll take a deep dive into how a customer service chatbot can elevate your customer support activities, what drawbacks it may have, and share real-life success stories. Table of contents What is a chatbot for customer service? What are the advantages of customer service chatbots?

Chatbots 96

Chatbots Customer Service Social Media Banking 96

SurveySensum

OCTOBER 26, 2023

So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Don’t you think customer satisfaction is about more than just fixing customers’ issues? In simple terms, customer satisfaction isn’t just about solving issues.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Strategy 52

Michel Falcon Experience

AUGUST 17, 2016

Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016. As the blog post suggests, there is an abundance of data and real-life case studies that suggest employee engagement can be a growth strategy for businesses of all sizes, across any industry.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

Ascribe

SEPTEMBER 16, 2023

Artificial intelligence (AI) has gone mainstream and there is simply no escaping reading, hearing and talking about it. Further, traditional research is not designed to handle the mass of data now available in some businesses (e.g., Uncovering hidden insights Editor’s note: Rick Kieser is CEO of Ascribe. retail, CPG and others).

Analysis 52

Analysis Social Media Case Study NPS 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts.

How To 143

How To ROI Study Customers 143

SurveySensum

MARCH 15, 2024

Well, how about I tell you that the whole process of market research can be automated and made simple, saving you a ton of time and energy, and can also help you in customer experience management ? What is a Market Research Tool? 10 times is a lot of money for just a few extra hours of work, right? Still not convinced?

Tools 52

Tools Software Marketing Analytics 52

ChurnZero

MARCH 4, 2022

If you’ve clicked through to read this article, then you’re probably wondering, “what the heck is a force field analysis, anyway?” In this article, we cover: What is a force field analysis? What is a force field analysis? Now, pause to consider what’s keeping you in the chair (hint: there are two answers).

Analysis 95

Analysis Customer Success Exercises Effort Score 95

Bold360

SEPTEMBER 15, 2020

Because both include the word “chat,” there’s often confusion about the difference between live chat and chatbots. In fact, 68% of service professionals at organizations that use chatbots have seen reduced call and email volume (as chatbots help carry the workload). Live Chat and Chatbots: They Work Best Together.

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

CX Journey

JUNE 23, 2016

It appeared on their blog on January 25, 2016. When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? What's in it for us? What's in it for us? What's the ROI? Typically, it's something along the lines of: Why?

ROI 109

ROI Customer Experience First Call Resolution Call Center 109

Beyond Philosophy

SEPTEMBER 19, 2019

Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Causon also spoke to us about their recent research published in their UK Customer Satisfaction Index Report. Product/Service Experience: Does it do what I expected it to do for me? .

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

SurveySparrow

AUGUST 25, 2023

Well, let me tell you, it’s not just a mere notion, but a well-established fact that can make or break a brand’s reputation. In this blog, we will look into all that you need to know about CX; the best practices, strategies to improve, and the key elements that set it apart! How about we get into it now?

Tips 52

Tips Customer Experience Social Media Self Service 52

inmoment

AUGUST 13, 2020

Here’s how you can maximise efficiency with a small customer experience team: Democratise Data. Democratise Data. Democratising data is an important step for protecting your teams’ time and resources, and it can be performed at any stage of CX maturity ! Technology alone won’t help with demonstrating return on investment.

How To 52

How To Return on Investment Sports eBook 52

AWS Machine Learning

MAY 5, 2023

In this post, we show how to repurpose an existing dataset via data cleaning, preprocessing, and pre-labeling with a zero-shot classification model in FiftyOne , and adjusting these labels with Amazon SageMaker Ground Truth. You can use Ground Truth and FiftyOne to accelerate your data labeling project. Is it a shirt? A pair of pants?

Fashion 74

Fashion Training Data Examples 74

inmoment

MAY 5, 2020

Businesses have shut their doors or reduced operating hours, shifting traffic to overburdened websites and call centers. Amid all this change, business leaders need clarity about what’s happening on the ground. Make sure to compare current data to the same time period last year to identify seasonal trends.

Call Center 52

Call Center Banking Metrics Trends 52

SmartMessage Blog

MAY 16, 2023

Online events, which reduced the cost of the organization, also brought the chance to reach everyone with an Internet connection regardless of the location. What is the Webinar that will contribute to your promotional activities? When we think about online activities, the most preferred type is the webinar. How to use it?

Marketing 52

Marketing e-support B2B Social Media 52

Beyond Philosophy

MAY 23, 2019

These moments are what we call “friction.” In 1997, Jeff Bezos was talking about frictionless shopping. By the way, I Googled How to Open a Blister Pack, and this is what I found: Ingenious. Upon hearing our request for a repair, she asked us if we knew what time it was. Well, what have you been doing all day?”

How To 79

How To Transportation Retail Ecommerce 79

SmartMessage Blog

APRIL 14, 2023

Online events, which reduced the cost of the organization, also brought the chance to reach everyone with an Internet connection regardless of the location. What is the Webinar that will contribute to your promotional activities? When we think about online activities, the most preferred type is the webinar. How to use it?

Marketing 52

Marketing B2B e-support Social Media 52

Kustomer

APRIL 21, 2022

Think about it, if you try a product and love it, you’re more likely to recommend it to your friends and family, right? Customers become brand ambassadors the second they spread the word about their positive experience. Some of the takeaways I got, if you want to see more on it, you can check it out on the Kustomer blog.

Social Media 98

Social Media Brands Loyalty Marketing 98

Bold360

DECEMBER 6, 2018

If there’s a term for the fear that chatbots will make human customer service agents extinct, we don’t know what it is—but it’s a thing. A recent study we conducted found that, 68% of businesses surveyed agreed that their human agents are worried about being replaced by chatbots. But agents can rest easy: Their jobs are safe.

Chatbots 40

Chatbots Call Center Study Report 40

BirdEye

OCTOBER 24, 2023

This blog recaps the discussion, “Harnessing Automation for Effective Reputation Management,” held at Birdeye View 2023. Ultimately, we will discuss leveraging automation to overcome some of these complexities and reduce client churn. I think it’s just about… the volume of reviews is really key. Justin: Wow!

Healthcare 58

Healthcare How To Hospitality System 58

SuiteCX

MAY 15, 2017

Customers are telling us what and how to sell to them. For this example, we are going to focus on revenue, the statistical measure that practitioners use to drive continuous improvement and revenue per email, also known as RPE, which is what managers use to evaluate their campaigns. Customers are talking to us, all the time.

Metrics 113

Metrics Financial Measurement Customers 113

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. As a result of increased customer satisfaction (CSAT) , loyal customers will return to your brand for repeat purchases. But the vocalization doesn’t stop online.

Customer Expectations 52

Customer Expectations Meeting How To Effort Score 52

Circular Edge

MAY 11, 2022

Blog Credit: Abby Jenkins, December 15, 2020 (Stock Keeping Unit (SKU) Explained | NetSuite). Here, we’ll discuss more details about what a SKU is, why a SKU system is important and how you can put it to work for your business. What Is a Stock Keeping Unit (SKU)? The company decides what information each SKU represents.

Retail 52

Retail System Ecommerce Guidelines 52

Thematic

FEBRUARY 26, 2019

If you ask consumers what they want, they’ll tell you quite plainly: fast, simple experiences and good prices. Capture information about individual customers and apply in real time. Decisions about staffing levels, IVR trees, return policies, and much else have long boiled down to balancing the two. Not so much.

Technology 48

Technology Data How To Chatbots 48

SurveySparrow

APRIL 29, 2021

They’re giving a 30-Days money-back deal on return. What more do we want?” Plus, we’ll talk about the examples of Customer Satisfaction Guarantees that work incredibly well. What Is A Customer Satisfaction Guarantee? If that’s not a sure-fire way to guarantee customer satisfaction, what is? #3

Customer Satisfaction 52

Customer Satisfaction Examples Customers Brands 52

SuiteCX

MAY 15, 2017

Customers are telling us what and how to sell to them. For this example, we are going to focus on revenue, the statistical measure that practitioners use to drive continuous improvement and revenue per email, also known as RPE, which is what managers use to evaluate their campaigns. Customers are talking to us, all the time.

Metrics 100

Metrics Financial Measurement Customers 100

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Omnichannel isn’t actually about channels, it’s about your customers,” Krajewski says. “In Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. Can you tell us about your responsibilities at HelloSign? What is the most unique thing about the way your team functions?

Customer Success 0

Customer Success B2C NPS e-support 0

SurveySensum

SEPTEMBER 26, 2023

In this blog, we’re going to unveil 11 proven strategies that product managers like Sarah can employ to turn the tide in their favor. But before jumping into strategies let’s first understand what product adoption is. What is Product Adoption? This allows you to reduce customer effort and minimizes user frustration.

Strategy 52

Strategy Management User Experience Measurement 52

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Briefly, what we do here at CX Workout is we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Briefly, what we do here at CX Workout is we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Briefly, what we do here at CX Workout is we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40