ViiBE Blog

JULY 30, 2021

This type of communication allows for a more intimate, emotional connection between the contact center agent and the customer, than the interaction established through a support center tackling multiple channels. Do they prefer phone calls and real-time agent-customer interaction? Actively engage with your customers base.

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Eptica

SEPTEMBER 9, 2016

Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

TeamSupport

AUGUST 24, 2018

It not only justifies the purpose of your department, but it’s also a clear sign your customers are having meaningful interactions with your products. The exception of course is if you've recently implemented a new help desk software, or introduced self-service for the first time.

Customer Service 71

Customer Service Self Service Poor Customer Service eBook 71

TeamSupport

APRIL 26, 2019

Generalized or blanketed approaches have given way to more targeted, personalized interactions. Tying personalization into the previous point, automating certain aspects of the customer experience won’t remove the human touch from customer service. Key Takeaways.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

Magellan Solutions

AUGUST 14, 2020

When your customer base is large enough, you can also develop a multichannel strategy to give your customers the option to contact you using their preferred method. Keep them on board by offering excellent and consistent service in all channels. Offer self-service options.

e-support 52

e-support Customer Experience Self Service Call Center 52

TeamSupport

AUGUST 24, 2018

It not only justifies the purpose of your department, but it’s also a clear sign your customers are having meaningful interactions with your products. The exception of course is if you've recently implemented a new help desk software, or introduced self-service for the first time.

Customer Service 40

Customer Service Self Service Poor Customer Service eBook 40

ProProfs Chat

JANUARY 29, 2020

What Is Multi-Channel Customer Service? Well, there was a time when companies relied on a single channel approach to connect and interact with customers. It’s multi-channel customer service that is becoming the new norm, given the scores of benefits it provides. .’

Multi-Channel 98

Multi-Channel Customer Service Social Media Self Service 98

SurveySensum

FEBRUARY 20, 2024

It’s about creating an experience that leaves your customers feeling like they’ve had the best experience every time they interact with your business. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

It’s about creating an experience that leaves your customers feeling like they’ve had the best experience every time they interact with your business. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Retently

DECEMBER 4, 2019

It’s focused on the overall customer experience instead of a specific interaction. While CSAT surveys mostly reach active users (who are already engaged with your product), NPS surveys can be sent to users who are about to churn or newly acquired users (who have not yet used the service). It also offers much wider coverage.

Net Promoter Score 102

Net Promoter Score How To NPS Effort Score 102

SmartKarrot

AUGUST 11, 2021

And nearly 60% switch companies based on poor customer service. Here are the top 11 reasons why customers are leaving your SaaS business behind and decides to unsubscribe to your services: Poor Customer Service. When Customers don’t achieve the desired outcomes. Language Barrier.

Poor Customer Service 19

Poor Customer Service Self Service Customers Consulting 19

Retently

FEBRUARY 27, 2019

This can be done by simplifying the process with walkthrough guides, interactive how-to videos, wrapped tutorials and other content that might help customers in fulfilling their goals. If your service is below average, customers will defect to competitors even if your product is above average. Maintain a Knowledge Base.

Social Media 120

Social Media NPS Omni-Channel Effort Score 120

ProProfs Chat

DECEMBER 21, 2020

A lot of business owners want to reduce customer churn and retain as many as possible. Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. This is undoubtedly a great customer churn prevention method.

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? Enable and Encourage Self-Service.

Tips 136

Tips Self Service e-support Social Media 136