Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Knowledge bases offer information that might otherwise only be available through a human.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

GetFeedback

APRIL 19, 2018

We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback.

Tips 170

Tips Survey Engagement Effort Score 170

GetFeedback

AUGUST 31, 2018

Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. But we know great survey design is just the first step to collecting powerful customer insights. The results?

Survey 170

Survey Self Service Effort Score Knowledge Base 170

Lumoa

APRIL 8, 2024

Integration with Netigate Surveys Netigate is a premier survey provider, and for those of you that are already using Netigate surveys to collect feedback, we have an integration so that you can pull the responses to Lumoa with minimal effort! New guides in the Knowledge base to level up your Lumoa experience ????

Roadmap 208

Roadmap Knowledge Base Survey Feedback 208

Retently

MARCH 11, 2024

Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. They capture their joys, frustrations, and valuable insights.

Survey 119

Survey Analysis Feedback Effort Score 119

GetFeedback

JANUARY 29, 2019

New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Cue the panic! How can I access the templates?

Survey 150

Survey Net Promoter Score Roadmap Knowledge Base 150

Lumoa

APRIL 14, 2023

Lumoa Popup surveys can now accept tags ???? Lumoa allows you to install surveys directly into your site or app, and we call it a “popup” survey. Read more about creating a survey , and then enabling a popup campaign , in our knowledge base. Actionable Insights – added to this guide.

Knowledge Base 208

Knowledge Base Touchpoint Survey Feedback 208

GetFeedback

AUGUST 10, 2018

How to Improve Lead Quality with Pre-Sales Surveys. Pre-sales surveys help you do just that. Here are a few ways you can integrate surveys into your pre-sales process. Add website surveys to your top conversion pages. Surveys aren’t just for feedback. Surveys aren’t just for feedback.

Sales 150

Sales Survey How To eBook 150

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Freshdesk Freshdesk is a cloud-based customer support software that offers multichannel support solutions. Key Features : Shared email inbox, knowledge base, live chat, reporting, customer profiles.

Software 183

Software Chatbots Customer Service Knowledge Base 183

Bold360

NOVEMBER 25, 2019

The biggest pain point is a gap in knowledge. Often agents have difficulties accessing information, and they lack a knowledge base to leverage for quick answers. For agents who have access to knowledge bases, these tools are highly valued but can be hard to search with disorganized and outdated information.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

InMoment XI

NOVEMBER 28, 2022

Too often the first agent you speak with is either brand new and not trained properly, or the company’s knowledge base does not provide them quick access to the answer to your issue, or they are not empowered to resolve your issue without “supervisor approval” or a transfer to a manager.

Customer Experience 493

Customer Experience Call Center First Call Resolution Chatbots 493

InMoment XI

MAY 4, 2022

In fact, according to a survey conducted by Korn Ferry , 33% of employees plan to look for a new job due to being bored and needing a new challenge. Develop tools that allow employees to quickly look up the answers to common problems, share best practices and solutions with each other, and contribute to the company’s knowledge base.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

SurveySensum

NOVEMBER 2, 2023

Direct Feedback vs Indirect Feedback Different Types of Customer Feedback Customer Surveys Customer Reviews Social Media Feedback Customer Support Tickets Focus Groups and Customer Interviews Conclusion What is Customer Feedback? So, how to Create Effective Surveys? How to Distribute and Collect Surveys?

Feedback 52

Feedback Survey Social Media Net Promoter Score 52

SurveySensum

FEBRUARY 26, 2024

– With PULSE SURVEYS. Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. Now, designing and launching these surveys requires the right tool, right? But, why are they important?

Tools 52

Tools Survey Employee Engagement Culture 52

SurveySparrow

APRIL 4, 2023

As such, student satisfaction survey questions reveal exactly what your student needs, and how they think changes could be brought for good. Student satisfaction survey questions help understand the aspects of an educational institution that contribute to a student’s satisfaction and engagement.

Survey 52

Survey Course Effort Score Study 52

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. These are some of top contact center pain points driving employee disengagement today. The results?

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Lumoa

SEPTEMBER 2, 2022

New knowledge base articles. We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users: Survey Demos – Examples of the kinds of Surveys that Lumoa offers. This is the first step towards that goal.

Knowledge Base 208

Knowledge Base Feedback Customer Voice Survey 208

Comm100

MARCH 21, 2023

A survey showed that more than 65% of US citizens interacting with federal agencies preferred self-serve options over speaking with someone. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website.

Self Service 168

Self Service Customer Service Strategy Omni-Channel 168

GetFeedback

AUGUST 16, 2018

CSAT surveys measure how customers feel about a specific interaction or experience. To conduct a CSAT survey, you ask: How would you rate your overall satisfaction with the service you received? Just add it to your survey, customize your question, and begin distributing CSAT surveys after support interactions.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Lumoa

OCTOBER 5, 2022

New knowledge base articles. We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users: How to Share Cards and Dashboards – Used in conjunction with our features at the top of this message, to spread the data to those who need it.

CRM 208

CRM Knowledge Base Feedback Survey 208

GetFeedback

MAY 17, 2018

91% of consumers will use a self-service knowledge base if provided. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

GetFeedback

JANUARY 24, 2019

For example, GetFeedback for Salesforce Chat allows you to seamlessly integrate surveys at the end of your live chat conversations, helping you collect real-time customer feedback. Robust customer survey tools. In order to get this information, you need to equip your support team with robust customer survey tools.

Tools 210

Tools Self Service Customer Experience Knowledge Base 210

Lumoa

JULY 17, 2022

Our new update makes it so that, if you are looking at a card with no previous data, we won’t display the change in score ????

Case Study 208

Case Study Hotels Knowledge Base Study 208

Magellan Solutions

APRIL 3, 2024

These companies keep up; they have regular audits and customer satisfaction surveys to ensure they’re consistently delivering top-notch service. Provide them with comprehensive knowledge bases, product documentation, and best practices so they can effectively address customer inquiries and represent your brand like true ambassadors.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

ShepHyken

MAY 10, 2021

As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. 10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Here are 10 ways Knowledge base software can improve customer experience.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

Comm100

JANUARY 10, 2021

Knowledge base. A self-serve knowledge base is a central element of any thoughtful customer service effort, yet many free live chat solutions don’t include it – so be sure to search for one that does. However, not all knowledge bases are created equally. Pre- and post-chat surveys. Get Comm100 Free.

Knowledge Base 130

Knowledge Base Software Survey Tools 130

GetFeedback

JANUARY 14, 2019

Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. This material includes (but isn’t limited to) articles in your knowledge base, guidelines for team members, customer surveys , training resources, onboarding emails, and much more.

Customer Service 207

Customer Service How To Knowledge Base Guidelines 207

CSM Magazine

SEPTEMBER 30, 2021

The quality of your survey is determined by the results given. A survey will deepen your relationships with your customers, so let them express their actual experiences. When designing your survey, make sure to stay away from questions that look similar. Test your survey. Keep it neutral. Different questions.

Survey 52

Survey Customers Meeting Consumers 52

SurveySensum

OCTOBER 17, 2023

5) Yes No 24/7 (Live rep), Phone Support, Email/Help Desk, and Knowledge Base Typeform Starting at $29 per month 4.5 (5) 5) Yes Yes Email/Help Desk, FAQs/Forum, Chat, and Knowledge Base UserReport Starting at $25 per month 4.5 (5) You can launch any type of survey in less than 10 minutes.

Feedback 52

Feedback Tools Management Knowledge Base 52

Comm100

JANUARY 21, 2021

Using pre-chat surveys you can also categorize leads and save contact information, and when a conversation ends, use the wrap-up feature to tag hot leads for follow-up. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! Get Comm100 Free.

Video 246

Video Social Media Software Knowledge Base 246

TechSee

OCTOBER 13, 2020

Many field service organizations are shifting to an operating model that focuses on performance-based SLAs, where the priority is keeping customer equipment running at all costs. According to a 2019 Gartner survey, 19% of service companies already offer these contracts, and another 26% expected to do so within 12 months.

Meeting 202

Meeting How To Knowledge Base Contact Center 202

TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

TechSee

JUNE 2, 2020

The Manpower Group surveyed approximately 40,000 employers about talent shortages and found that 45% of employers have difficulties with recruitment, the highest percentage since 2007. It has the power to close the knowledge gap in field service by automating the tribal knowledge base. Visual knowledge base.

Knowledge Base 109

Knowledge Base Training Groups Report 109

Kayako

MAY 27, 2020

In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. Short knowledge base (KB) articles can help quickly and thoroughly answer the questions your support team sees the most. But responding quickly is easier said than done.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. According to the 2020 Deloitte Global Human Capital Trends survey, 67% of organizations have yet to truly incorporate AI into their knowledge management strategy. Implement real-time embedded learning.

Engagement 246

Engagement Contact Center How To Metrics 246

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials.

Feedback 126

Feedback Company Knowledge Base Contact Center 126

Comm100

MAY 6, 2021

The following channels are also free within the platform on WordPress – audio and video chat, email, SMS, Facebook, WhatsApp Business, Line, WeChat, and knowledge base. Key features include: Build-your-own chatbots ($100 for 1000 bot sessions/month) Pre-chat survey Inbox views Conversation labels Bulk actions Routing by query.

Chatbots 130

Chatbots Multi-Channel Knowledge Base Social Media 130