5 Case Studies to Improve Your Customer Service

Kayako

Check out these five case studies that will help you improve this process in your business. Join world-class customer support teams like the companies in these case studies using Kayako to deliver exceptional customer experiences.

Anatomy of a Customer Case Study

ClientSuccess

Customers can become a crucial part of your outbound content strategy through customer case studies, referrals, marketing opportunities, and more. . The first section of your case study should introduce the customer and share more about their business.

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Attract the Right Candidates by Building and Defining a Strong Company Culture: a Netflix Case Study

Customer Bliss

The document provides clarity on what “courage” means in the case of Netflix. Case Study: @Netflix employees stay and thrive because they're trusted, cared for, and they are in a place that lets them work with stunning colleagues.

Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait

Customer Bliss

Get more case studies, activities, and insights in the book. The post Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait appeared first on Customer Bliss. Can I please ask: what’s with all the old magazines in waiting rooms?

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

First Direct Bank Decided to Always Be Available: A Case Study

Customer Bliss

Learn more in this case study. #CX Want more case studies? The post First Direct Bank Decided to Always Be Available: A Case Study appeared first on Customer Bliss.

Improving Customer Access to Tech Support: A Case Study

BlueOcean

The post Improving Customer Access to Tech Support: A Case Study appeared first on. Case StudiesThe Client : A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront.

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees

Customer Bliss

Case Study: SOL Decided to Let People Set Their Own Targets. That is not the case at SOL – because they have a system to embed trust, energy and joy in work. Want more case studies? Have you ever played service roulette?

Personal Finance Case Study: LendingTree Grows Customer Engagement

Blueshift

The post Personal Finance Case Study: LendingTree Grows Customer Engagement appeared first on Blueshift. There’s a reason why personal finance is called just that — because, well, it’s personal.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Case Studies Customer Experience Strategy Great Experiences Service Design Strategy adaptive enterprise business design case study culture hospitality matterport vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years.

Report: Case Studies in Text Analytics

Experience Matters

We just published a Temkin Group report, Case Studies in Text Analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability. Each of these case studies follows a company’s journey as it built out its text analytics capabilities and also shows how each one organized its efforts.

How to Boost Agent Productivity: A Swisslog Case Study

NICE inContact

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too

Hire People Who Will Make Your Company Unforgettable: A Case Study

Customer Bliss

Build It—Take Action: Pal’s went to school on how to hire by studying their own folks who were thriving. The post Hire People Who Will Make Your Company Unforgettable: A Case Study appeared first on Customer Bliss.

The Customer-Powered Enterprise Playbook

Harness the power of customers across every department of your business with this new playbook. It contains 7 strategic guides for various departments of your business, 9 inspiring case studies, and 7 tactical worksheets to get you started.

Inclusion and Diversity in Community: A HubSpot Case Study

Vanilla Forums

Inclusion and diversity are topics that, in a general sense, have been catapulted into the spotlight over the past couple of years. Community

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Reviews Strategy case study culture hospitality matterport review vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention.

IVR Custom Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

The post IVR Custom Integration for a Multinational Communications Corporation: A Case Study appeared first on. Blue Ocean News Case Studies Contact Center Outsourcing Contact Center Technology Mike HaslerThe Client. This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge.

[Case Study] How Zip Water UK Lifted NPS from 5 to 73

Genroe

In this case study we examine the reproducible steps and approaches they took to drive that change. The post [Case Study] How Zip Water UK Lifted NPS from 5 to 73 appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Case Study: How Genesis Improves Member Experience with NPS

AskNicely

Download the full case study to find out how Genesis achieved all of the above and more with NPS. The post Case Study: How Genesis Improves Member Experience with NPS appeared first on Net Promoter Score from AskNicely. We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again.

Net Promoter Score® Success Stories and Case Studies

Genroe

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.

Case study: Implementing a scalable customer feedback model at Bizzabo

inSided

Case Study Close the loopA few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident. With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began.

Case Studies for Cost Reduction with Customer Experience

Centriam Customer Experience Lab

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience. Financial Drivers

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Gain practical tips from case studies featuring leading companies.

Case study: Gainsight’s community-driven product feedback loop

inSided

As so often is the case in B2B SaaS, your company's success hinges on how successful you can make your customers (and your customers’ customers) with your product. Case Study Close the loopIt’s the year 2018. Gainsight has decided to find a new community vendor.

Download lastminute.com Case Study

Optimove

The post Download lastminute.com Case Study appeared first on Optimove

Case Study: How IVALO.COM Doubled Its Customer Retention Rate In 6 Months

Feedbackly

Insight case study CSAT customer experience customer retention cx emotional experience EVI ivalo NPS revenueIVALO.COM boosted their NPS by a magical 41% and doubled the customer retention rate only during the time of 6 months. Feedbackly had a chance.

Highly Cited Researchers case study: Korea University, South Korea

Clarivate

A few examples include data-based information on the Sustainable Development Goals, benchmarking data for academic research results in numerous study areas and matching researchers in similar fields. Highly Cited Researchers 2021 are based at more than 1,300 institutions.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience

Storyminers

The post Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience appeared first on StoryMiners. Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies.

Case study: How Pipefy reached a 95% self-service rate in less than a year

inSided

Case StudyIn June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.

Hire People with the Ability to Care: A #MakeMomProud Case Study

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . The following is a lightly edited transcript of the video.

eLearning Case Study: Udacity Increases Engagement with Personalization

Blueshift

The post eLearning Case Study: Udacity Increases Engagement with Personalization appeared first on Blueshift.

How Orvis Converted 58% of Returns into Exchanges with CX Insights

Learn how Orvis leveraged CX Insights to reduce call handle time, deflect inquiries away from their contact center, convert more returns to exchanges, and improve the customer experience — all without adding additional support agents.

A micro-case study in CX: CoSchedule

Customer Bliss

Sometimes, though, a micro-case study in customer experience drops right into my lap. I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. This can happen at airports (actually often happens at airports based on how the brands are interacting with harried travelers) or other random places. This past week I had a digital one come up: CoSchedule. What is CoSchedule? .