Zonka Feedback
SEPTEMBER 7, 2022
As a business owner, one of your top priorities is to bring in new clients to your company every chance you get. After all, gaining new clients is important for your business to thrive. The more people who are interested in the products or services you offer, the more sales you can make.
Fonolo
SEPTEMBER 8, 2022
No great call center achieves success without implementing dozens of processes—especially when it comes to call center quality monitoring. Why does it matter? The main goal is to ensure your customers are receiving consistent, top-notch service and customer satisfaction (CSat) scores are high. After all, what is a contact center without happy customers?
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Inside Customer Service
SEPTEMBER 8, 2022
"This is discrimination!" The passenger in the row behind me was throwing his second tantrum of the flight. The first one happened after he walked from the main cabin into first class to use the restroom. Three flight attendants were working in the front galley and one of them politely asked him to use the restroom in the main cabin. He raised his voice and cursed about it, but the flight attendants remained polite, calm, and professional.
Intercom, Inc.
SEPTEMBER 9, 2022
In the past five years, we’ve seen neural network technology really take off into its own. GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Adrian Swinscoe
SEPTEMBER 6, 2022
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. Today, businesses are realising that a top-notch customer experience is the […]. The post How to protect your business from loyalty fraud first appeared on Adrian Swinscoe.
Callminer
SEPTEMBER 6, 2022
Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
SEPTEMBER 9, 2022
We may not want to admit it, but we’re emotional beings. We attempt to make rational decisions, but despite our best intentions, our emotions continually sway us. Don’t take my word for it. Mountains of academic literature, articles, and studies explore the importance of emotions in decision-making. More recently, Daniel Kahneman raised mass-market awareness of […].
Adrian Swinscoe
SEPTEMBER 9, 2022
Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You […]. The post Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero first appeared on Adrian Swinscoe.
Callminer
SEPTEMBER 9, 2022
A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage performance and improve efficiencies using technology.
Intercom, Inc.
SEPTEMBER 6, 2022
Large changes are hard to understand, and harder to debug. At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps. Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. This is the seventh post in a series exploring our product principles. Here, Aidan discusses our engineering principle “Build in small steps”.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Steven Van Belleghem
SEPTEMBER 5, 2022
Some people like to ascribe its phenomenal success to an extra-long build-up, leading to an intense hype creation. That’s because ‘Top Gun: Maverick’ was scheduled for release in 2019, pushed back to 2020 ( several action scenes needed to be reshot), after which the pandemic hit and it was delayed a further four times before being released May 2022.
Beyond Philosophy
SEPTEMBER 3, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement
Callminer
SEPTEMBER 8, 2022
Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strategies.
Intercom, Inc.
SEPTEMBER 7, 2022
It’s been an incredible summer here at Intercom – so let’s close it out with some hot new features! ??. It’s no secret that customer experience is the key differentiator for online customers today. That’s why our latest updates have been built to help you deliver the most personalized, contextual, and convenient experience possible. So without further ado, let’s dive into what we’ve built for you over the past month.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Steven Van Belleghem
SEPTEMBER 5, 2022
I firmly believe that the way to be successful in CX, is to make sure that you are fast, easy, and fun. And I think that this Top Gun effect falls in that last category. Now more than ever, having all experienced some challenging times since the pandemic, people are really craving this type of feel good and positiveness. And so I decided to gather 10 cases here of companies that excelled in these domains, offering experiences that may not be life changing or even hyper-efficient, but just plain
Totango
SEPTEMBER 6, 2022
What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.
The DiJulius Group
SEPTEMBER 6, 2022
There is irrefutable evidence that the best customer experience brands from every industry outperform their competitors and the stock market by a significant margin, in any economy—yet often there are regrets about the customer experience that CEOs have on their deathbed, having been caught up in the short-term artificial gains. When profits are the sole.
Zonka Feedback
SEPTEMBER 9, 2022
Whether you are just starting a SaaS business or you are into the advanced stages of product development, collecting feedback from the users should be the topmost priority. And feedback from properly delivered product surveys can help you understand all stages of the user story.
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
Zendesk
SEPTEMBER 7, 2022
Change is the only constant in the retail service industry. That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. For retailers to compete in today’s crowded market, they need to create excellent customer relationships in all the places people shop—online and in brick-and-mortar stores.
Totango
SEPTEMBER 9, 2022
How to Make Your QBR Meeting Agenda Count. A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to assess the health of their business and your relationship, discuss their future goals and plans, and strategize how you can deliver more value to them. These meetings can play a crucial role in your customers’ overall health and success.
TeamSupport
SEPTEMBER 8, 2022
Imagine you just bought a brand new guitar and you’re ready to shred. Your amp is on and set high, your cords are all plugged in, you’re ready to jam. You strum an E major chord only to find that it plays an F minor – not good. You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe.
Zonka Feedback
SEPTEMBER 8, 2022
When it comes to choosing the right SaaS survey software, there are plenty of things to keep in mind. For starters, you should be able to collect actionable product feedback data from customers, segment the data into categories relevant to your survey goals, and close the loop faster.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Zendesk
SEPTEMBER 6, 2022
Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). The temptation to maintain the status quo is strong. But don’t do it. The service landscape may be stark, but we can’t stop making CX a priority and investing in areas where the impact can influence business growth.
Comm100
SEPTEMBER 6, 2022
After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of?
TeamSupport
SEPTEMBER 6, 2022
Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. If you didn’t raise your hand at all – and not only because you are in a public space and are wary of strangers seeing you perform erratic movements – then you better quickly learn why your B2B business needs to be customer centric.
Gainsight
SEPTEMBER 5, 2022
Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced. The process required a lot of hands-on attention, with new departments and customer success agents being added to meet evolving needs.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Zonka Feedback
SEPTEMBER 5, 2022
Employee satisfaction surveys are critical for gathering information about your company and engaging your employees, as well as providing a forum for them to raise concerns and have their voices heard by management. They are a no-brainer if you want to retain employees, and maintain their emotional and physical well-being, work-life balance, and more.
Comm100
SEPTEMBER 4, 2022
Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior cust
Beyond Philosophy
SEPTEMBER 8, 2022
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ClientSuccess
SEPTEMBER 7, 2022
In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. Issue-related metrics focus on concerns customers bring to the table, how efficiently customer teams can handle these issues and can help inform internal processes to serve customers better. .
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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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