Sat.Jun 26, 2021 - Fri.Jul 02, 2021

3 Upcoming Trends in Customer Service

CSM Magazine

The fundamental goal of client satisfaction is at the heart of customer service. In the past, it meant giving out smiles or taking the occasional phone call from a dissatisfied customer. Now, there’s a lot more to it than that.

What is a Freemium Strategy?


A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Here’s a closer look at the basics. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy.


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How to Make a Great Customer-Centric Web Design


Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns.

The comprehensive guide to improving retail customer experience


Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences. Guides

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Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Working in perfect harmony: AI and the contact center

NICE inContact

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center.

More Trending

6 Customer Service Skills for a Positive Customer Experience


Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query.

What is customer feedback?


All you need to know about asking for, tracking, and using customer feedback. Guides

5 ways to drive sustainable, well-rounded agent performance through gamification

NICE inContact

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks.

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Why Your Company Must Prioritize DE&I & LGBTQ+ Initiatives All Year


Patriotic flags, dazzling fireworks, mouth-watering BBQs, and scraping rainbow decals off of storefront windows—July is here! Brand Experience

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

How to Use Live Chat to Support the eCommerce Customer Journey


Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on the edge of clicking ‘Complete order’. But there’s just one problem. They’re not quite sure if they’ll be the right size. And if they’re not, can they return them for free?

How to use a customer experience maturity model


How to use a customer experience maturity model to assess the current state of CX in your business, diagnose areas that need improvement, and guide your experience strategy. Guides

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Caller ID authentication: Robocalls, spoofing, and what STIR/SHAKEN has to do with it

NICE inContact

Read more about CXone Personal Connection, the proactive engagement solution that is part of the CXone platform, which ensures your outbound calls are ready for STIR/SHAKEN, generates more revenue, improves the customer, and agent experience, and increases customer connections. General NICE CXone

The Power of Employee Experience


In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers. Customer Experience Employee Experience

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

Technician Dispatch in 2021: 4 Fresh Approaches to Cost


Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it.

Marketing Can’t Save The Customer Experience


Customers don’t become loyal to your brand because your marketing is excellent. They become loyal because you take good care of them. Excellent customer service experiences drive a great customer experience. Make no mistake about it; marketing is essential. It drives customer awareness, helps build top of mind, influences our buying behavior, and significantly impacts brand recognition and brand reputation. And it makes us buy your products and services. Customer Experience

Net Revenue Retention Drives Market Cap


Co-authored by Jake Wirfel. It’s no secret that happy customers drive better business outcomes. But how much better? Gainsight has long been a leader in understanding how critical Customer Success is to the health of SaaS companies.

How to Handle Difficult Customers

Shep Hyken

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

How Trader Joe’s Does Experience Right – An Insider Perspective

Doing CX Right

How do you keep employees engaged to deliver great customer experiences? Learn & practice what best in class brands like Trader Joe's does. The post How Trader Joe’s Does Experience Right – An Insider Perspective appeared first on Doing CX Right.

How to Build a Globally Remote Team That Really Works

Help Scout

It’s still yesterday for you. Statistically speaking, you (like most of my Help Scout colleagues) are probably somewhere in the Northern Hemisphere. Meanwhile, I cling to the bottom of the planet in Australia, probably in your tomorrow.

Personalized Experiences are Trending into Every Aspect of CX


It has been well over a year since COVID-19 arrived and began making an impact on the business world. Employees experienced the difficulties of working from home while sharing the home with online learners and endless efforts to keep the entire family operating peacefully.

National Customer Service Week 2021!

Myra Golden Media

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Your Shopify Store Should Feed You Data: Here’s How


The brands that are most successful at retaining their customers and increasing Lifetime Value are those that excel at personalized experiences.

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Guest Post: Here Are The Do’s & Don’ts of Social Media Customer Service

Shep Hyken

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service.

3 Ways Chatbots Can Quickly Improve Customer Support Metrics


A customer’s interactions with a brand drives their entire perception of a business, and as most businesses can attest, each and every customer experience can leave long lasting effects. So how can you get a sense of the customer experience you’re delivering?

How to Boost Slow Product Adoption After Onboarding Your Customer


Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.