article thumbnail

5 Essential Features for Customer Service Success

Kayako

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. There are measurable steps companies can take to improve customer service.

article thumbnail

4 Ways to Provide Personalized Customer Service

Kayako

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. Are you ready to deliver Friction-Free Customer Service?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

3 Benefits of Knowledge Management for Customer Service

Kayako

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?

article thumbnail

The Real Difference Between Customer Support and Customer Success

Retently

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

article thumbnail

Leveraging Customer Service Survey Questions to Boost Your Support Strategy

Retently

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Survey 130
article thumbnail

Investing in customer success: a venture capital perspective

Vonage

There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. I want to understand customer spend over time.

article thumbnail

The Evolution Of Customer Success In The Digital Age

Gainsight

The role of Customer Success has undeniably been one of change in the last few years. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving. There is an emphasis on the importance of tailoring interactions and solutions to individual customer preferences and behaviors.