Customer Think
OCTOBER 9, 2023
There’s a lot of talk about the differences between demand creation (marketing), demand capture (sales), and brand (marketing). B2B companies’ approach each of these as if each needs its own strategy implemented separately, with different teams carrying the responsibility for each function. Quite often these teams work in silos.
Comm100
OCTOBER 9, 2023
The sudden birth of ChatGPT into the mass market has created as many questions as it provides answers. Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service.
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Customer Think
OCTOBER 9, 2023
In today’s fast-paced digital landscape and with greater than ever pressure to prove impact, marketing professionals face an ongoing challenge: how to allocate their resources effectively to maximize return on investment (ROI). With countless channels, platforms, and strategies available, it’s crucial to make informed decisions that yield the best results.
Dealing With Humans
OCTOBER 9, 2023
Over the years of my customer service journey, I always enjoyed being able to answer “Yes” to a guest question. First of all, no one likes being told “No”. “We’ll get to that in a moment. But years back, as a manager at a Colorado cave and theme park, I dealt with a litany of both guest and employee issues over the course of the day. In some cases, I was being called to help a guest with a problem or question, but many times it was staff, many of whom were younger and shy around management.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Customer Think
OCTOBER 9, 2023
When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how […] The post Bilingual Customer Support: Where Live Agents and AI Coincide appeared first on Blue Ocean.
Zonka Feedback
OCTOBER 9, 2023
A 1 to 7 rating scale survey enables businesses to collect feedback from their target audiences by asking them to give a rating between 1 and 7 based on their opinion of the same. They offer a practical solution that delivers both precision and granularity. It enables businesses to differentiate opinions and satisfaction levels while keeping the process straightforward for respondents.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Execs In The Know
OCTOBER 9, 2023
Reflecting on 2023, it’s evident that AI has made monumental strides from both a consumer and brand perspective. Punctuated by the arrival of apps like ChatGPT and Midjourney, the technology faced both early successes — seen in the rapid expansion of business automation — and massive missteps — like sloppily edited and published digital content.
Customer Think
OCTOBER 9, 2023
Artificial Intelligence (AI) is more than just a buzzword in today’s technologically driven era. It’s a driving force, spearheading innovation across numerous domains, revolutionizing industries, and profoundly influencing our contemporary approaches to challenges.
Intercom
OCTOBER 9, 2023
You satisfy your customers, but can you satisfy our curiosity? With Giovanni Lepori, Head of Customer Success at Hunter.io. Please tell us a little bit about your company and what you do there. Hunter.io is an all-in-one cold email software that includes an email finder, email verifier, and cold email sending capabilities. Our mission as a company is to help businesses get in touch with people who matter to their businesses, while staying compliant.
Customer Think
OCTOBER 9, 2023
When my son George was born in 1972 I was determined to give him attributes I found compelling in men: kindness, respect and an awareness of others, creativity, a willingness to listen and to collaborate.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
SurveySensum
OCTOBER 9, 2023
QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. It provides a wide range of features for designing surveys, collecting responses, and generating insights from the data gathered. But every tool has its limitations. There are drawbacks that include non-responsive customer support, limited integrations, analytics, data handling, and a steep learning curve.
Customer Think
OCTOBER 9, 2023
While the digital revolution has significantly amplified our communication, at the same time, it has given birth to a formidable challenge of our era – the relentless presence of Email Burnout. Email burnout is a state of physical, emotional, and mental exhaustion.
Help Scout
OCTOBER 9, 2023
In this article, we’ll explore the three types of customer complaints, look at examples of common requests, and offer suggestions on how to resolve them, including some example responses you can use for your own support needs.
Customer Think
OCTOBER 9, 2023
Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Zendesk
OCTOBER 9, 2023
The Ethics of AI in CX include: Developing ethical AI guidelines Teaching customer service agents the code of AI ethics Opting for transparency and explainability Informing customers when they’re interacting with an AI chatbot Building chatbots that are contextual and use-case specific Rating AI against your own biases When it comes to the customer experience (CX) , consumers are ready for artificial intelligence (AI).
Customer Think
OCTOBER 9, 2023
Feeling the pressure? It’s 4th quarter and year-end sales goals must be achieved while setting up an epic Q1 of next year. More than one sales leader will shout the following battle cry to their sales team: Put your foot on the gas and go. My suggestion: Put your foot on the brake.
Customer Think
OCTOBER 9, 2023
B2B marketers are facing more resource constraints now than ever before. The latest Gartner CMO Spend and Strategy Survey indicates marketing budgets have fallen to 9.1% of total company revenue this year (from 9.
Customer Think
OCTOBER 9, 2023
In today’s fast-paced world, automation has become a real game-changer when it comes to improving efficiency and productivity. But hold on a sec! Not all attempts at automation lead to glory. In fact, many of us, whether we’re individuals or running businesses, can make some pretty big blunders that mess up the whole automation thing.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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