Comm100

MARCH 20, 2024

Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve. This includes adopting live chat software that offers WCAG compliance , as well as customizable buttons and text for accessibility needs. You can read the full story here.

Government 188

Government Communication Self Service Chatbots 188

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Adrian Swinscoe

SEPTEMBER 17, 2023

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that […] The post Interview with Micah Peterson of ProcedureFlow first appeared on Adrian Swinscoe.

Software 98

Software Management 98

SurveySensum

APRIL 16, 2024

Software development is teamwork. From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. Missed deadlines, product defects, and disappointed clients. The result?

Software 52

Software Social Media Feedback Communication 52

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Choose your knowledge base type.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Comm100

MAY 19, 2021

Adopt customer service software with robust management tools . When managing agents remotely (and close by too), you need total visibility over your agents on an individual level and on a team level. Transfer chat : Sometimes a different agent – or the shift manager – is the best person to answer a certain question.

Training 130

Training Tips Customer Service Knowledge Base 130

Magellan Solutions

MARCH 27, 2024

However, managing technical support can be time-consuming and costly and distract you from your core business goals. Technical support resolves software, hardware, and network problems. It aims to restore productivity by addressing issues that can disrupt daily activities and cause frustration. Let’s get on it!

Call Center 52

Call Center Software Customer Satisfaction Self Service 52

Help Scout

AUGUST 24, 2021

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. Luckily, there’s a tool that addresses that very issue: knowledge base software.

Knowledge Base 107

Knowledge Base Software How To Self Service 107

Team Support

DECEMBER 8, 2023

As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships. Choosing the right software is critical to your company's success in this area. Consider the size of your business and your support team.

Software 105

Software Omni-Channel Social Media Analytics 105

SurveySparrow

APRIL 21, 2024

Literally, anyone can use these no-code software tools. Large businesses looking to manage tasks and projects Project and work management Starts at $20 per seat/month Not Available Available MailChimp 4.3 Whether building an app, website, or product design, you need to do proper research. That’s what these tools can do.

Tools 52

Tools Ecommerce Survey Analysis 52

Kustomer

JANUARY 8, 2024

While Zendesk Suite provides seemingly everything you need from a help desk software, it does come with some hefty drawbacks. It helps you manage the tickets and keep things streamlined. The typical functionalities of an all-in-one SaaS ticket management system are creating, managing, and routing support tickets.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case.

Knowledge Base 113

Knowledge Base Study Healthcare Travel 113

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. But by shifting how you manage your team, these issues can be easily resolved. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Tips 117

Tips Customer Service Company Knowledge Base 117

Team Support

JULY 25, 2023

So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Yet, a major challenge is the technology customer support agents use, which slows down productivity. Once that’s done, they’ll run over to the ticketing software to review the ticket information.

Self Service 98

Self Service Chatbots Knowledge Base Poor Customer Service 98

Clarivate

APRIL 3, 2024

Facilitating knowledge transfer As the baby boom generation exits the workforce, how will organizations transfer their knowledge to younger colleagues? Technology plays an important role in transferring institutional knowledge, capturing information that otherwise would walk out the door when people retire. Embrace change.

Technology 59

Technology Strategy Analytics Government 59

Team Support

APRIL 3, 2024

This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial. Starting with TeamSupport: A Broad Overview TeamSupport is an award-winning software intended to help teams work together and resolve issues.

Self Service 52

Self Service Omni-Channel Social Media Knowledge Base 52

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. In retail, the customer is king.

Retail 119

Retail Self Service Customer Experience How To 119

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. This demand is just one reason why we put SuccessBLOCs at the heart of our software. It’s that time!

Customer Journeys 101

Customer Journeys Software Report Customer Success 101

Totango

MAY 13, 2022

The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Customer success software.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

Magellan Solutions

APRIL 1, 2024

Managed IT support and services can be the solution to alleviate those technology headaches by handing them over to the experts. So, if you’re struggling with your IT services without in-house support, discover how a managed service provider can streamline your operations. What is Managed IT Support? The big benefit?

Management 52

Management Software System Training 52

Gainsight

APRIL 8, 2024

By focusing on maximizing the value customers derive from products and services, companies can unlock new revenue opportunities and drive expansion within existing accounts. Community platforms offer customers a vibrant hub to connect, exchange insights, and glean valuable knowledge from peers.

Customer Success 52

Customer Success Training Engagement Customers 52

Team Support

APRIL 11, 2024

Manufacturing involves the process of transforming raw materials into finished products across industries and geographies. This encompasses diverse and significant complexities to accomplish tasks ranging from automobile production to chemical refinement. TeamSupport offers all of that, at scale, to help businesses drive success.

Self Service 40

Self Service Multi-Channel Knowledge Base Strategy 40

SurveySparrow

MARCH 24, 2024

Today, almost any professional activity can be automated, and sales management is no exception. Simply put, the right combination of sales tools can skyrocket your productivity levels. Still, several productivity and automation software services come in handy for most sales processes.

Tools 52

Tools Sales CRM Social Media 52

Team Support

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations.

Customer Expectations 126

Customer Expectations Strategy Management B2B 126

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 141

Customer Experience Management Management Customer Experience Contact Center 141

CSM Magazine

OCTOBER 26, 2023

Traditionally, these reviews were conducted by managers or supervisors who assessed the performance of their reports. Managers may only observe employees in situations leading to an understanding of their overall performance. What is 360 Feedback Software? Benefits of 360 Feedback Software 1.

Software 52

Software Feedback Employee Engagement Culture 52

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . Quadient is a global leader in the document management industry.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

SurveySensum

MARCH 20, 2024

Well, Customer Experience Management is the solution! With the help of robust customer experience software ! That’s why we have compiled a comprehensive list of the 10 best customer experience software companies to help you choose what is best for your business. What is a Customer Experience Management Software?

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

ShepHyken

AUGUST 31, 2023

Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information. When integrated with a CRM, you can unify all of your inventory and customer data to eliminate silos and increase data accessibility and management.

Customer Journeys 127

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 127

BirdEye

MAY 30, 2023

In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback. It is a software solution that lets you collect and manage user feedback. Here are the biggest advantages of incorporating feedback software into your operation.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Omnichannel? . Call routing . Cloud-based calling? .

Call Center 76

Call Center Software Contact Center Knowledge Base 76

NobelBiz

OCTOBER 31, 2023

According to Salesforce Research , 88% of customers say the experience a company provides is as important as its product or services. Knowledge Bases Maintaining a comprehensive, up-to-date internal database is crucial. Representatives should have instant access to this knowledge base, ensuring they can address concerns promptly.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

How To 125

How To Call Center Employee Engagement Resources 125

Totango

SEPTEMBER 20, 2022

Customer enablement empowers customers by giving them the resources they need to use your product successfully. Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product. What Is Customer Enablement In Business?

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Retently

OCTOBER 16, 2023

Since you’re familiar with systems like Net Promoter Score, you’re more likely to notice them when you engage with new products. It’s easy to let this awareness distort the way you think of a system, product, or service. Create a free trial account for your own SaaS product, then send yourself an NPS email.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Gainsight

FEBRUARY 13, 2024

Gainsight is thrilled to announce Community Unplugged – an immersive virtual event designed to empower you with the knowledge, strategies, and insights to cultivate thriving URL and IRL communities in 2024 and beyond. Are you ready to unlock the potential of your customer community? Register Now! We can’t wait to see you there!

Self Service 52

Self Service Groups Engagement Connections 52