Sat.Jan 25, 2020 - Fri.Jan 31, 2020

How to Create Service Standards that Really Work

Up Your Service

Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, and at times even counter-productive.

Grow Through Improving Customer’s Lives: 7 Actions of the Most Admired Companies

Customer Bliss

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making.

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Guest Post: How Good Customer Service is Defined by 4 Different Generations


This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Prioritize Customer Experience Initiatives


We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

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More Trending

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Experience Investigators by 360Connext

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester.

4 Lessons from Scaling a Customer Support Team


When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important. And with everything we do, we need to leave room to improvise. At Handshake, we handle over 100,000 support tickets per year with a maximum response time of twenty-four hours—with a lean but dedicated customer support team o. It’s a lot of volume for a small team to handle, and our customer support needs are only growing as Handshake scales. . Here are the lessons I’ve learned about the strategies that help our support team delight our customers day after day. Lesson 1 – Sweat the Details. . Invest in collecting data and use it to learn from the past and anticipate the future. Your team and your customers will thank you for it. Don’t keep your support team in a silo. Partner with data and finance to gather insights on your company’s performance, and connect with communities and peers at other companies to learn best practices for building a strong support team, focusing on three levels—your team, your department, and your company. People. When hiring and managing people, situate them strategically to leverage their strengths and skillsets, grouping them in ways that enable them to learn from and lean on one another. Paying close attention to each employee’s impact will help you visualize different scenarios and see the impact on the rest of the team. Department. By gathering insights from your finance and analytics teams, you can provide more accurate and proactive budgeting, forecasting, and staffing. Use modeling tools and build scenarios to understand your cost model, ROI of investments, and tradeoffs. Company. By building clear communication between departments and building a stronger strategy, you’ll be able to elevate the role of support within your company. This will help you strengthen partnerships with other departments like finance, data, success, sales, product, engineering, and People/HR. Lesson 2 – Expect the Unexpected. . Data won’t tell you everything, though. You need to build a sustainable system that allows you to roll with the punches when things don’t go as planned. For example, we used to have one employee staffed on tech support year-round. That worked—except when it didn’t. It tended to be a seasonal business—they’d get swamped in summer, and need to put out too many fires. It also made things tricky when our employee took paid leave, as we had no one knowledgeable to step in to support customers on technical issues. Although data told us the job could be filled by a single person, we found enough exceptions to prove that it made sense to add another support person as backup. Rely on data, but listen to your team’s and customers’ feedback, too. If things aren’t going according to plan, don’t be afraid to shift your models. Lesson 3 – Check yourself before you wreck yourself. As Director of Support, I’m responsible for a lot of moving parts. I pay attention to metrics like handle time and tickets per agent per day. But even with all the models and forecasts I have available, things can get tricky when it comes to variables like seasonality, learning how to handle different types of customers and their communication needs, and taking into account unplanned work, technical incidents, or coverage for out-of-office employees. This is where smart tools and ops come into play to help me simplify my workflow. We use a variety of tools, including Solvvy for help center search and self-service which has helped us scale immensely. We use a broad mix of solutions because it allows us to customize and incorporate unique elements of our business into our reporting and staffing model. . Finally, we do a monthly review of all our data against our forecasted models, and see how closely we match up. We pay attention to which metrics aren’t where we’d like them to be, and make plans to improve them, either through additional staffing or technology support. Once a quarter isn’t enough—a monthly review is crucial to make sure important details don’t slip through the cracks. Lesson 4 – Share and pay it forward. . Finally, once you’ve found a system that works effectively, be transparent with your team and colleagues about your model and look for other opportunities to apply the same template or approach. As you scale your support strategy across different initiatives, don’t be afraid to seek out experts or stakeholders for help. Start out with small tests to make sure your hypotheses are correct before leveling up from there. . Remember that not everything is an easy answer, and your models are a work in progress: For example, after bringing on contractors to help us with moderation, we needed a way to forecast volume, contractor needs, and costs. We’re building models now to evaluate the best approach and the tradeoffs of various scenarios now. It’s also important to share your successes and models to help other teams at your company. For instance, at Handshake, our product team launched new community and messaging features based on our support model. Focus on collaboration across teams, be generous with your knowledge, and rely on the wisdom of others to help you meet your leadership goals. Staffing model example. Conclusion. I’ve discovered that data is critical for forecasting and planning a customer support strategy —but not everything that can be measured counts, and not everything that counts can be measured. Never forget that’s a human in your sheet, not a number. A model is just that, a model. We start with our models, and then learn, grow, and repeat. The post 4 Lessons from Scaling a Customer Support Team appeared first on Solvvy.

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What is Customer Retention Management and Why Does it Matter?


As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave.

A knowledgeable, well-trained, professional customer service representative is worth their weight in CX gold!

Innovative CX

I’ve been involved in customer service for all my 40 years in business. For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Exploring Customer Journey Mapping – An Interview with Jim Tincher

Heart of the Customer

Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software.

Q&A: How to Streamline Onboarding to Reduce Churn


Q&A: How to Streamline Onboarding to Reduce Churn. Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding.

Say I Do to Customer Service

Think Customers

New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every industry. Being innovative is tough work and not every organization survives in the big city.

Don’t be an armchair CX Professional. Here's how to win the CX game


What does a football team need to do to win the ultimate prize? Sure, a well-timed, rousing speech from the coach always helps. At least, it has in countless TV shows and movies in the past.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

If You Don’t Ask, The Answer is Always No


If You Don’t Ask, the Answer is Always No. Author: Emily Nesterick. Too often you plateau before you ever peak due to the fear of hearing ‘no.’. This fear cripples your personal and professional potential. It holds you back from achieving your goals.

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Why SMS should be part of your feedback strategy


Utilizing SMS texting for survey delivery is an easy and quick way to obtain feedback information so it should be part of your customer feedback strategy. Continue reading → The post Why SMS should be part of your feedback strategy appeared first on CustomerCount. News SMS SMS survey

Implementing a Customer Experience Strategy That Works


Winning customer experience strategies are relatively simple to build; It all centers around a single focal point: getting to know your customers. Articles

The Importance of Onboarding in the Automotive Industry: Part 2


To view the first part of this blog series, click here.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Workforce Manager: Optimizing Schedules and Onboarding New Hires

NICE inContact

Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training.

How to Determine Cultural Alignment in Your Outsourced Contact Center


We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either.

Developing Surveys to Boost Customer Retention Through Actionable Data


Develop surveys that will help you gather insights quickly so you can turn that data into focused action plans that accelerate your retention rates. . Articles

Cracking the Patient Experience Conundrum


The Innovative Approach to Amplifying the Patient Experience Providing a patient experience that exceeds expectations has become increasingly important within the healthcare industry.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Work Life Balance in the Contact Center

NICE inContact

Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! In fact, due to the huge array of digital interaction channels, virtual assistants, and more, the contact center field is even better positioned for remote work.

Sparq® Winter '20 Further Enables Brands to Excel in Customer Trust

Vision Critical

It’s hard to believe we are already at the end of January and what a compelling first month of 2020 we’ve had at Vision Critical. We’ve had exciting leadership changes and with them comes an invigorated sense of purpose for our entire organization.

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5 Strategies to Improve Customer Retention With Social Media


In this article we are going to talk about how to use social media to attract and retain customers via 5 proven-to-work strategies. Articles

Webinar: Maximize Your Customer Journey Mapping Program


Are You Curious About Which Experiences Matter Most to Your Customers? Learn to identify customer expectations, pain points, and more by listening to our MarizCX Webinar on Wednesday, January 29th.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.