Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer Retention 115

Customer Retention Effort Score Self Service Measurement 115

Kustomer

SEPTEMBER 1, 2022

Consumer relations are an important area in which businesses can gain a competitive advantage, improve employee and customer engagement, and, perhaps most importantly, retain loyal customers. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

TeamSupport

SEPTEMBER 14, 2018

Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…. 1) Schedule recurring follow up appointments with customers – Many businesses already do this, but there’s still an alarming number that don’t!

Self Service 76

Self Service Customer Retention B2B Interaction 76

Horizon CX

FEBRUARY 7, 2024

When customers feel heard and understood, they are more likely to trust the company and remain loyal, even in the face of challenges or mistakes. Tailoring experiences: Human agents can adapt their communication style and approach based on individual customer preferences and unique situations, leading to more personalized interactions.

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

Method:CRM

AUGUST 6, 2020

A strong customer retention rate is often the key to small business success. All of this makes knowing and improving your customer retention rate a pressing priority for small businesses. Now that we’ve covered the basics, let’s look at how Method:CRM can benefit your customer acquisition and retention strategy.

Customer Retention 69

Customer Retention Self Service CRM Sales 69

Kustomer

OCTOBER 14, 2020

We all know that consumer relations are an important area for businesses to gain a competitive advantage, improve employee and customer engagement and, perhaps most importantly, retain loyal customers. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

CSM Magazine

DECEMBER 13, 2023

The significance of efficient customer service strategies cannot be overstated. Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

BirdEye

OCTOBER 11, 2023

IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication. According to Emplifi , 42% of customers said a seamless omnichannel communication experience is their top priority.

Insurance 109

Insurance Industry Customer Experience Self Service 109

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 68

Self Service Customer Service Social Media Ecommerce 68

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

Call Center 59

Call Center Self Service Software Contact Center 59

Solvvy

SEPTEMBER 20, 2022

You can also use your customer satisfaction (CSAT) score , Net Promoter Score®, and customer retention as indicators of how well your customer support processes meet your client’s expectations. In addition, talk to your customer support team agents on the front lines to learn about their pain points.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

Kayako

JANUARY 24, 2018

Navigate the trends: Customer-centric through a customer experience strategy. Self-service will become a form marketing. Business will be more customer-centric with a whole customer experience strategy. Customers still complain about inconsistent and unsatisfactory experiences. Have we moved forward?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. My number one customer retention strategy is talking to your customers.

B2C 124

B2C Customer Retention Strategy Brands 124

Solvvy

MAY 6, 2021

And while customer support agents are indispensable players in any organization, they simply cannot do it all. Thankfully, agents and support leaders have an ally – next-gen chatbot and automation platforms provide help agents and improve customer retention rate at the same time. Support agents need support, too!

Customer Retention 48

Customer Retention Chatbots How To Self Service 48

Comm100

FEBRUARY 23, 2021

While your agents may be great at live chat or email, video and audio chat is a very different form of communication, so make sure that train them well to use it. Introduce self-serve options. Accessible, up to date self-service options are vital for businesses, large or small. – Train your agents.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ECXO

MAY 20, 2024

Customer segmentation helps in building this understanding by providing a detailed picture of who the customers are, their needs, preferences, and tendencies. Tailoring Products and Services Customer Segmentation can also help in tailoring products and services according to customer needs.

e-support 57

e-support Self Service Groups Customer Retention 57

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. This results in increased customer retention and higher revenue potential.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

CSM Magazine

FEBRUARY 24, 2023

Investing in exceptional customer service can pay off in the long run and give a business a competitive edge in the market. Reputation: Good customer service can enhance a business’s reputation, making it more attractive to potential customers and setting it apart from competitors.

Self Service 52

Self Service Customer Service Exceptional Customer Service Multi-Channel 52

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. You need Totango.

Self Service 104

Self Service CRM Customer Retention Customer Journeys 104

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Guiding Bank Consumers Towards Digital Self-Service.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 124

Customer Journeys Brands Sales Contact Center 124

Kustomer

APRIL 13, 2022

An omnichannel support approach involves engagement with customers across a vast range of touchpoints. True omnichannel support is more than simply communicating with customers on every channel. Your organization should be able to meet customers on a variety of channels to enable a seamless support experience.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. The results provide eye-opening insights into how Visual Assistance enhances customer service KPIs across numerous industries.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Interactions

MARCH 2, 2023

For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels. He predicts that in 2023, consumers will push enterprises to offer a credible voice-based service option.

Self Service 62

Self Service Airlines eBook Loyalty 62

CSM Magazine

FEBRUARY 1, 2024

Here are some examples: Solved communication issues by implementing active listening training for 20% of the entire company. Average resolution time: This is the time it takes between receiving a customer complaining and resolving it. If you have shorter resolution times, it shows your problem-solving and communication abilities.

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

Self Service 56

Self Service B2B Customer Success B2C 56

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Let’s dive into how these self-service wonders are reshaping the retail experience.

Retail 78

Retail Engagement Strategy Customer Experience 78

Forcivity Salesforce

APRIL 1, 2022

Otherwise, they will lose customer loyalty and slowly fade into the background. Effective customer experience management in financial services can elicit loyalty in customers, which increases customer retention, customer lifetime value, and overall revenue as well as improves customer relationships.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Total Value Returned Rate is a key metric that also has to be tied to customer retention.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

CX Journey

NOVEMBER 22, 2017

In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there's phone, email, FAQs, knowledge bases, forums, chat, social media, and much more. For communities to be successful, brands need to be sure to. Companies get. Rowling.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

NobelBiz

MAY 7, 2024

Furthermore, they enable call centers to handle diverse customer engagement strategies, from large-scale outbound campaigns to personalized customer follow-ups. A hybrid dialer is a sophisticated communication tool that integrates the features of predictive and progressive dialers with a manual dialing component.

Call Center 59

Call Center Self Service Wait Times System 59

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

Self Service 40

Self Service B2B Customer Success B2C 40

SurveySparrow

AUGUST 14, 2023

Bad customer experiences can have far-reaching consequences, impacting customer loyalty, brand reputation, and ultimately your bottom line. On the flip side, delivering outstanding customer experiences can lead to increased customer retention and advocacy. What is Customer Experience? Let’s dive in!

Omni-Channel 52

Omni-Channel Examples Customer Experience Self Service 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Communicate Your Plan : Finally, communicate your action plan to all relevant stakeholders.

Analysis 208

Analysis Survey Feedback How To 208