Fonolo

MAY 6, 2021

One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception. Microsoft State of Global Customer Service Report.

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Hodusoft

APRIL 24, 2025

This blog explores the importance of customer retention in the insurance sector, some common customer retention challenges, the functionality of contact center software, and how it contributes to enhancing customer satisfaction, reducing churn, and building long-term customer loyalty.

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Read on and thank us later! The list is very long indeed.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

ECXO

MAY 29, 2024

This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach.

CX 156

CX Innovation E-commerce Real Estate 156

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Bottom line: Your customers get resolutions faster, regardless of the path they took to get there.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Shep Hyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. The takeaway?

Contact Center 108

Contact Center Sales Omnichannel CRM 108

ECXO

SEPTEMBER 30, 2024

Creating a feedback loop helps ensure that all teams are aligned with the customer’s needs and expectations. By establishing shared objectives centered around customer satisfaction, teams can work towards a common vision.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Fonolo

FEBRUARY 14, 2023

Improve customer satisfaction With the right automation tools in place, improved customer satisfaction is sure to follow. Raise agent satisfaction A good call center manager knows that agent satisfaction is just as important as customer satisfaction.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

ECXO

AUGUST 21, 2024

Successful customer experience organizations excel because they listen to their customers, understand their needs, and act accordingly. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations. Encourage every employee to take ownership of the customer experience.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

SurveySensum

JULY 4, 2023

The positive correlation between customer satisfaction and revenue growth is evident in Amazon’s financial performance. It’s important to recognize that the impact of customer satisfaction on revenue growth extends beyond Amazon. These steps will be beneficial to improve your customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

The positive correlation between customer satisfaction and revenue growth is evident in Amazon’s financial performance. It’s important to recognize that the impact of customer satisfaction on revenue growth extends beyond Amazon. These steps will be beneficial to improve your customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. Sounds great, right? It’s worth it!

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

PeopleMetrics

MAY 16, 2018

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. A proper ISO 9001 survey asks the right questions that will: Determine how well you meet your customers’ expectations. We call this process “ closed loop feedback management.”

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. Empowering Agents: Customer satisfaction rate skyrockets to 84.7%

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

Hodusoft

MARCH 26, 2025

Almost half of respondents (46 percent to be precise) expect online stores to take less than four hours to respond to their queries. And 12 percent expect a response within 15 minutes or less. When it comes to speed of support, online customers expect a lot from e-commerce companies and brands need to be well-equipped to deliver that.

E-commerce 52

E-commerce Contact Center Omnichannel Net Promoter Score 52

Beyond Philosophy

JANUARY 15, 2022

Customer satisfaction is low. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

Customer Experience 68

Customer Experience CRM Customer Satisfaction Management Consulting 68

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations. Ecommerce success isn’t static.

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

Totango

APRIL 18, 2019

These steps will build up the value of your product in the minds of your customers and demonstrate your commitment to customer satisfaction. You’re looking to create long-term value for customers, so listen to changing demands and help customers get the results they need.

Customer Relationship 78

Customer Relationship Customer Satisfaction Start-ups Customer Relationship Management 78

Shep Hyken

AUGUST 23, 2021

Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. And, it’s a competitive differentiator.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Zendesk

OCTOBER 5, 2022

Since partnering with Zendesk, Qumu has turned its greatest weakness into its greatest strength and built a loyal customer base. The company has all-time high customer satisfaction (CSAT) scores , driven its customer retention rate to 90+ percent, and turned its customer support into a competitive differentiator. “We

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

CallCare

MAY 21, 2024

Customer interactions can influence brand reputation and profitability, providing constant customer support is not just beneficial; it’s necessary. This article will discuss key strategies that businesses can adopt to maintain high levels of customer satisfaction and build loyalty.

Artificial Intelligence 52

Artificial Intelligence Customer Satisfaction Social Media Customer Expectations 52

Hodusoft

JULY 18, 2023

This recognition emphasizes HoduCC’s commitment to innovation, customer satisfaction, and industry leadership. The Software Advice Frontrunners Badge is a prestigious recognition awarded to contact center software providers who exhibit excellence in customer satisfaction, product features, and overall performance.

Contact Center 52

Contact Center Customer Satisfaction Innovation Omnichannel 52

SugarCRM

JULY 7, 2022

It has reshaped how business leaders think, how staff wants to work, and customer expectations. Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Capture, Manage and Analyze Customer Data. Ensure Your CRM Tools Are Fit for the Purpose.

Technology 55

Technology Technology Data Entry ML 55

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Primary Users. Primary Users.

Business Growth 71

Business Growth CRM Social Media Sales 71

Experience Investigators

JANUARY 7, 2025

You may follow specific metrics like customer retention, customer lifetime value, and overall customer satisfaction. Explain how youre looking to build customer personas using the organizations data and ask the data expert about how you can accomplish this effectively. Its a uniquely rewarding opportunity, isnt it?

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Shep Hyken

MARCH 4, 2022

To provide a total customer experience all of the customer touchpoints need to be reviewed and assured of becoming a great experience. While the customer service team is crucial to the company’s purpose, each employee should feel equally responsible for providing customer satisfaction. . Engage the customer.

Customer Experience 69

Customer Experience Social Media Touchpoint Customer Relationship Management 69

VOZIQ

MAY 17, 2023

Poor customer service Poor customer service is one of the most common reasons for high customer churn. According to research by SQM Group, 86% of customers expect their issue to be resolved on the first call, which doesn’t usually happen. Customers expect reliable and prompt service from the providers.

Social Media 52

Social Media Customer Expectations Customer Satisfaction Customer Relationship Management 52

Experience Investigators

APRIL 23, 2024

Ultimately, these efforts are prioritized to focus on enhancing customer satisfaction, loyalty, and advocacy in ways that achieve organizational goals. Is this the same as Customer Relationship Management, or CRM? CEM is no different, but tracking metrics alone is not a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Myra Golden Media

APRIL 11, 2023

Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. But how can they achieve this?

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Zendesk

MAY 12, 2021

Customer retention software gathers key insights about customers’ pain points so your team can act quickly to address them. By using software to track customer data and customer satisfaction metrics, you can determine what’s going well and replicate those tactics in future customer interactions.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Hodusoft

MARCH 6, 2024

Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

VOZIQ

AUGUST 13, 2023

Based on surveys and interviews with more than 100,000 respondents, it becomes clear that fans have the highest customer value and therefore contribute significantly to the economic success of a company. This book delves into the importance of customer satisfaction and loyalty in building a successful business.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Zendesk

JUNE 1, 2021

Customers want to feel seen and understood by the brands they love and buy. According to the Zendesk Customer Experience Trends Report , 76 percent of customers expect personalization during their online experiences, including recommendations based on their previous purchases. Create comprehensive customer profiles.

Social Media 86

Social Media B2C CRM B2B 86

Zendesk

JUNE 30, 2022

Follow up with stellar post-sales service that delights customers and keeps them coming back. Beyond the simple benefits of making additional sales, top-notch after-sales services: Enhance customer satisfaction rates. Increase customer retention. Customers expect immediate results. Deepen brand loyalty.

Sales 98

Sales Non-Profits Social Media Customer Retention 98

Execs In The Know

JUNE 25, 2024

John is a seasoned Enterprise Customer Experience Executive with extensive expertise in developing and driving transformative customer experience strategies across major organizations like BB&T and Truist. This not only builds stronger customer relationships but also encourages ongoing engagement.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

Hodusoft

JUNE 7, 2024

For customer service businesses, call/contact centers play an important role in driving sales, improving retention rates, delivering excellent customer service and ultimately enhancing their brand’s reach and achieving positive recognition. Therefore, FCR becomes a crucial metric for customer relationship management.

Contact Center 52

Contact Center Net Promoter Score Social Media Omnichannel 52