Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies that have effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn difficult customer interactions into opportunities to exceed expectations, influence the customer’s perception of their business, and improve the customer experience to boost

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. But what do you do when everything is turned upside down? At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. I shared how we’re navigating these big changes, from the immediate impacts on customers, to the implications for our marketing and product plans, and,

Education 228

Education Event Planning Start-ups Healthcare 228

Beyond Philosophy

APRIL 30, 2020

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

Healthcare 161

Healthcare Retail CX Customer Experience 161

Taylor Reach Group

MAY 1, 2020

By Peg Ayers. In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

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 Satisfaction

Callminer

APRIL 29, 2020

Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.

Customer Service 182

Customer Service Contact Center 182

Intercom, Inc.

APRIL 30, 2020

In times like these, we could all use friends, supporters, collaborators. And as businesses, we could all use partners to forge stronger relationships with our customers. So today we’re excited to announce two new programs for Intercom app builders and service providers: the App Partner Program and the Service Partner Program. Partnerships have always been key to the way we work at Intercom.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Taylor Reach Group

APRIL 27, 2020

By Colin Taylor. The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship.

Customer Satisfaction 137

Customer Satisfaction Customer Expectations Customer Experience Contact Center 137

Callminer

APRIL 27, 2020

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

Customer Journey Map 182

Customer Journey Map 182

Intercom, Inc.

APRIL 30, 2020

“Home where the heart is,” as the saying goes. And for now, it’s where you’ll find the office and school and the shops and concerts, too. H.O.M.E. is a special four-part series on Inside Intercom that explores how people across many industries and countries are managing to persevere with the help of technology. When it’s all said and done, we’ll have covered the following themes: H ealth and wellness – how are people staying healthy in mind and body?

Government 211

Government Start-ups Finance B2B 211

Totango

APRIL 28, 2020

Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

Customer Retention 112

Customer Retention Technology Technology 112

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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.

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Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances. But the pandemic has forced a transition to remote working virtually overnight. And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries.

Contact Center 112

Contact Center Gaming Start-ups 112

Beyond Philosophy

APRIL 25, 2020

Understanding Human Behavior During the Pandemic, and What to Do About it. Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior.

CX 107

CX Customer Experience 107

Intercom, Inc.

APRIL 30, 2020

During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. As the current crisis has unfolded, we’ve seen those trends emerge among our own customers as well. In early March, the analytics team and I saw a spike in overall conversations between businesses and their customers.

Government 188

Government Gaming 188

Lumoa

APRIL 27, 2020

Digital customer experience is the online experience and the journey your customers go through while interacting with your brand. As a result of increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.

Customer Experience 97

Customer Experience Customer Expectations Technology Technology 97

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.

AI

PeopleMetrics

APRIL 27, 2020

In March of 2020, PeopleMetrics conducted an independent study to find out h. ow employees across the US perceive their employer's response to COVID-19. We found that 55% of American workers are unhappy with their employer's response to COVID-19 , but that perceptions varied depending on employees' working environment, generation, industry and more.

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The DiJulius Group

APRIL 29, 2020

1. Feature Article The Best Way To Jump Start Your Future Demand By John DiJulius, Chief Revolution Officer It is safe to say most businesses, affected by the current crisis, will have more demand in the second half of 2020 than they do right now. However, by letting this scenario play out, there are at. Read Full Article. The post The Best Way To Jump Start Your Future Demand appeared first on The DiJulius Group.

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Intercom, Inc.

APRIL 28, 2020

Intercom is a proudly product-first company , with a focus on delivering great product that helps our customers build relationships with their users. Being product-first or product-led has shaped our culture and ethos in very palpable ways, and one of the characteristics of that culture is the degree to which we think deeply about how design. Above all, we have fostered a culture that encourages strong opinions – our opinions can change with time and circumstance, of course, but what remains con

Engineering 129

Engineering Customer Retention 129

Lumoa

APRIL 28, 2020

New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want. As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.

Customer Experience 78

Customer Experience Customer Journey Map Omnichannel Machine Learning 78

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Kate Nasser

APRIL 26, 2020

Avoid this common & disastrous customer service mistake -- the blind handoffs. Kate Nasser, The People Skills Coach™, customer service consultant & trainer. The post Customer Service: Prevent Speedy Blind Handoffs | #CX #CustServ appeared first on KateNasser.com.

Customer Service 77

Customer Service CX 77

Customer Experience Matrix

APRIL 27, 2020

I’ve recently been running workshops to help companies plan deployment of their Customer Data Platforms. Much of the discussion revolves around defining use cases and, in particular, deciding which to deliver first. This requires balancing the desire to include many data sources in the first release of the system against the desire to deliver value quickly.

Gaming 75

Gaming Government Start-ups Technology 75

C3Centricity

APRIL 29, 2020

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I had a very interesting discussion with a new client last week. Like many CPG companies, they are considering online retailing. They are already selling a little online, but haven’t seriously considered it until recently.

Retail 73

Retail E-commerce Manufacturing Transportation 73

TeamSupport

MAY 1, 2020

Living in a world where remote work is now common, more companies are leveraging video technology than ever before to keep in touch internally and with customers. Be it company-wide staff meeting or leadership calls, video has become an important part of how we work. So, how can businesses make the most of video technology to improve their customer support and operations?

Technology 71

Technology Technology Sales B2B 71

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Myra Golden Media

APRIL 30, 2020

It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound like you care when giving bad news, you’ll position yourself to deliver bad news in such a way that more comfortable for customers to hear and accept.

Customer Experience 71

Customer Experience 71

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders.

Customer Experience 71

Customer Experience CX Legal Customer Experience Management 71

ClientSuccess

APRIL 28, 2020

While most of the workforce has been, well, forced to work from home over the last few weeks, many have had very real awakenings to the ins and outs of working from home on a daily basis. Instead of working from home once a week or having the flexibility of remote work as a company perk, WFH has become our new reality. For customer success teams used to going into the office, seeing coworkers on a regular basis, taking advantage of an office’s technology and resources, and being able to maintain

Technology 65

Technology Technology 65

Totango

MAY 1, 2020

Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad for your future. Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy.

Customer Retention 62

Customer Retention Customer Satisfaction Customer Experience Sales 62

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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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The DiJulius Group

APRIL 29, 2020

Welcome to the first episode of the Customer Service Revolution Podcast! This is more than a podcast though. It’s a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you are a revolutionary customer service leader who’s ready to stop competing on.

Customer Service 60

Customer Service 60

TeamSupport

APRIL 28, 2020

For the third and final part of our three-part series ( Part 1 and Part 2 ) on building and maintaining strong relationships with customers who prefer live chat, we’re going to look at an area some companies forget to evaluate entirely. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with B2B customers.

B2B 59

B2B Close the Loop Touchpoint Start-ups 59

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise.

Omnichannel 59

Omnichannel Customer-Centric Organization CRM Social Media 59

Totango

MAY 1, 2020

HI, In many parts of the world, the sun is shining and everything is starting to blossom. Totango is growing and innovating, too! Today, I am happy to introduce more exciting features and functionalities as part of Belize : Touchpoint Enhancement: Increase alignment and Collaboration with Threaded Touchpoints. Increase team collaboration and alignment by tracking any interaction with customers through emails as touchpoints in Totango.

Touchpoint 62

Touchpoint Innovation Sales 62

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology