Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

ProProfs Chat

AUGUST 14, 2020

67% of customers expressed how good customer experience encourages them to stay longer or spend more money. ”. And if you fail to engage your customers during their time on your website, then there is a possibility that they won’t return either. Enable yourself to complete their journey with your brand. Tweet this.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Identify Customer Journey Pain Points The goal of this CX audit is to identify and hopefully eliminate all of a buyer’s potential pain points in their customer journey.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Gainsight

JULY 31, 2023

In the digital age, customer experience is the bedrock of a successful business, and companies are continuously seeking innovative ways to engage and support their customers. One such trailblazer in the realm of customer-centricity is Sonos, the world’s leading sound experience company.

Self Service 52

Self Service Customer Centricity Innovation Resources 52

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This will improve the self-service experience for customers.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. Customizing the customer journey.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 76

Technology Customer Experience Self Service Customer Journeys 76

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

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. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

CSM Magazine

DECEMBER 18, 2021

With the help of workforce engagement management (WEM) software, you’ll have a clear overview and fewer sleepless nights. New and experienced employees need to know how to be productive when working in a hybrid arrangement, how to boost effectiveness in digital communication, and how to engage customers. Boost Relevant Training.

Call Center 52

Call Center Customer Journeys Self Service Training 52

Gainsight

JULY 27, 2022

How can digital CS—in which CSMs have no direct contact with customers—deliver personalized service? And isn’t self-service the polar opposite of the high-touch service traditionally used to achieve clients’ desired outcomes while providing a superior experience? A myth is busted.

Self Service 59

Self Service Resources Video Omni-Channel 59

Vonage

MARCH 26, 2018

In fact NVM’s most recent consumer survey reports just 13% of consumers feel this way about the brands they engage with. Competing for customers has always been an arms race. Much of that improvement has focussed on the fundamentals - transforming internally prioritised processes into low effort customer journeys.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Lumoa

APRIL 21, 2022

When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. They establish a direction for your product.

How To 208

How To Self Service Banking Customer Satisfaction 208

ChurnZero

APRIL 21, 2023

Enter digital customer education. This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. With a digital-led program, customers have the freedom to learn in their own time and space.

Self Service 52

Self Service Training Course Customers 52

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. To build an easy to use IVR that helps your customers follow these five tips! Focus on self-service benefits. The intention of automation is self-service at all times of the day.

Tips 81

Tips Self Service Contact Center Call Center 81

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Gainsight

NOVEMBER 4, 2022

Gainsight dove into the topic of creating a bionic CS organization in the recent Catapult webinar series with Carolyn di Buono, Customer Success Operations Manager at Propeller Aero. . Wireframing Your Digitally Integrated Journey. Segment customers by complexity. Self-Service Can Be White Glove Service.

Self Service 52

Self Service Touchpoint Customer Success Resources 52

ChurnZero

NOVEMBER 18, 2021

By investing in your customers’ education and articulating its benefits, you make change easier, and therefore, customers are more likely to put down roots and grow with you. In this article, I share my mantra for learning that guides my work, as well as how to ensure your education program engages students and drives lasting change.

Self Service 98

Self Service Software Knowledge Base Resources 98

Gainsight

MAY 17, 2023

Digital Customer Success empowers us to reinvent our organizations around the customer, by reaching every user and giving them the guidance they need and the experience they deserve consistently. What we’ve created with generative AI will help CSMs become more efficient, more effective, and more artful at crafting customer experiences.

Customer Success 52

Customer Success Self Service Conference Resources 52

Lithium

MARCH 7, 2023

Marketing Schedule posts at Recommended Publishing times - The "Recommended Times" feature helps in determining the optimal moment to publish content by evaluating the average engagement levels on previous posts over the last 90 days. Webinars & Events Some event areas are limited to Khoros customers only.

Self Service 52

Self Service Omni-Channel Social Media Roadmap 52

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. High-impact customers will be a regular topic on PeopleMetrics LIVE! ,

Trends 90

Trends Self Service B2B Roadmap 90

Kayako

AUGUST 22, 2019

In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Email & Webinars. Customer Success & Support . Training webinars. SEO/Organic (Webpages, Blogs). Social updates. Review sites.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

Bold360

MARCH 30, 2018

We recently co-hosted a webinar with John Ragsdale from TSIA to discuss this topic. In a recent survey, TSIA found that over 50% of their respondents plan to spend money this year on chatbots for customer self-service. TIP: Make this customer-first mantra part of the company culture, so it’s always top of mind. ?

Self Service 63

Self Service Strategy Chatbots Knowledge Base 63

COPC

JUNE 9, 2023

So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. What we put into the AI model ultimately determines its performance.

Industry 114

Industry Customer Experience Analytics Training 114

Gainsight

FEBRUARY 21, 2023

Recently, the Catapult webinar series welcomed Kendra McClanahan, Director of CS Ops at Gainsight. McClanahan identified priority CS ops tasks to tackle, and offered suggestions for low-hanging fruit opportunities to create scale in your Customer Success program.

Customer Success 52

Customer Success Multi-Channel Self Service Call Recording 52

Gainsight

MARCH 22, 2023

So how do you decide which touchpoints customer success managers (CSMs) should handle personally? To get started, consider which moments along the customer journey are recurring and easy to automate using one-to-many communication channels. Scale customer support and education using a community destination.

Strategy 52

Strategy Self Service Touchpoint Examples 52

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. The platform is used by hundreds of companies to drive product adoption, increase retention and build lasting customer advocacy.

Customer Success 52

Customer Success Self Service Knowledge Base Consulting 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

ChurnZero

AUGUST 14, 2020

as well as custom fields and parent-child relationships. Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software?

Software 87

Software Customer Success NPS Net Promoter Score 87

Gainsight

MARCH 15, 2023

For CS teams, efficiency means working smarter and doing more with less—accelerating the current drive toward digital strategies like community, self-service, and more. Be Sympathetic and Proactive With Engagement JH : This is the fourth economic downturn I’ve experienced in software. That is why customer discovery is critical.

Strategy 52

Strategy Self Service Trends Case Study 52

Gainsight

SEPTEMBER 26, 2023

Today, CS teams must adopt digital tactics to scale efficiently, while serving their customers the seamless blend of digital and in-person experiences they’ve come to expect from technology providers. Integrated digital engagement is also becoming an instrumental component of higher-touch models.” Let’s dive in.

Customer Success 52

Customer Success How To Self Service Course 52

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Bold360

MARCH 30, 2018

We recently co-hosted a webinar with John Ragsdale from TSIA to discuss this topic. In a recent survey, TSIA found that over 50% of their respondents plan to spend money this year on chatbots for customer self-service. TIP: Make this customer-first mantra part of the company culture, so it’s always top of mind. ?

Self Service 40

Self Service Strategy Chatbots Knowledge Base 40

Verint

APRIL 3, 2018

Customer Interview Series. April 3 Webinar. In this April 3 interview-style webinar at 2 p.m. Attendees will learn how the organization leverages the power of analytics and automation to drive customer engagement excellence and tangible business results, including increases in operational efficiencies and sales conversions.

Self Service 34

Self Service Analytics Customer Engagement Trends 34

Bold360

JANUARY 15, 2020

Here are the top 3 resolutions that track with current trends and emerging technologies and can help you evolve your CX this year, as recommended by Ryan Cronin, Senior Customer Experience Manager on the Bold360 Customer Success team. Ryan helps our customers craft their CX, employ best practices, and consistently evolve their CX.

Chatbots 52

Chatbots Self Service Case Study Engagement 52

ShepHyken

AUGUST 1, 2017

Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. AI will be the employee’s “wingman”, making suggestions for the agent to share with the customer. About: Jeff Nicholson is a recognized customer engagement thought leader. Do you need to have an omni-channel strategy?

Omni-Channel 75

Omni-Channel Self Service Customer Service Representative Study 75