Migrating a Customer Query Between Support Channels
Help Scout
AUGUST 22, 2023
How to smoothly move a conversation from one channel to another without upsetting your customer. Read the full article
customer-support-channels 
Unlocking the Power of Single Customer Views (SCV)
Nutshell
APRIL 18, 2024
Your customer data is the key to understanding your customers better so you can improve your marketing, sales, customer experience, and more. That’s where a single customer view, or SCV, comes in. Table of Contents What is a single customer view? Explore Nutshell’s Features What is a single customer view?
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How to Increase Revenue with Channel Partners
Force Management
DECEMBER 14, 2023
A channel program is an effective way to increase your capacity and expand market share, helping you reach your growth goals faster. When executed well, your channel program will decrease the cost of a sale, improve reach into new markets, and grow overall seller capacity without increasing internal headcount.
Freshchat Benchmark Report: How companies are mastering the art of customer conversation
Freshworks
JUNE 2, 2023
As companies expand their investments in digital transformation, they’re banking on big returns, especially in customer experience (CX). The Freshchat Conversational Support Benchmark Report 2023 looks at the art and science of customer conversations in the digital era.
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Zendesk WFM: Introducing customizable business hours in Forecast
Zendesk
MARCH 18, 2024
Naturally, live channels have designated hours of operation – times you’ll have chat turned on, and times you’ll have it turned off. Non-live channels, however, can have requests flowing in at any time of the day or night, regardless of if you have someone at their computer to help out.
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What is omnichannel? Definition, strategy, and examples
Zendesk
JUNE 9, 2022
This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. They can’t continue from one channel to the next.
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Transforming VoC Beyond Customer Surveys
Customer Think
APRIL 26, 2023
Modern customer customer service teams support more customers, more products and more devices, across more service channels than ever before. All of this means more data, and ultimately more difficulty when it comes to keeping track of customer behavior, preference and intent.
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10 Best Survey Apps of 2023: Hear From Your Audience
Nutshell
DECEMBER 22, 2023
Surveys are a fantastic way to gather unique data from your customers. Better understanding of customers: The data collected from your online survey tools can offer valuable insights about your customers and the customer journey in general. But you already know that, right? See if your favorites are on the list.
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Unwrapping new integrations
Zendesk
DECEMBER 14, 2023
Apizee Apizee (Support) is a remote assistance video chat that enables customer service teams to increase customer satisfaction. Apizee enhances sales and support performance, allowing for streamlined resolutions, even in intricate scenarios. This platform amplifies human connections, fostering clearer understanding.
3 Reasons Why Customers Still Choose Voice Over Any Channel (and Always Will)
Customer Think
SEPTEMBER 13, 2021
Granted, customer engagement has gone through massive changes in recent years. But still, one thing remains, customers prefer the phone above all other channels. Why do customers still prefer phone support over any other channel? If we’re in the […].
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Extending the Bounds of Digital Self-Service Beyond Customer Service to Fuel Business Growth
Customer Think
MARCH 25, 2023
Self-service for customer service and support is just a first step in a much broader digital engagement strategy enabling brands to engage with customers online and via mobile devices throughout the entire customer journey – before and after they buy.
Digitalization 105
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AI call center: A complete guide
Zendesk
JANUARY 25, 2024
An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Thankfully, implementing AI technology with call center software makes delivering an exceptional customer experience easy.
How healthcare organizations can embrace conversational CX while maintaining HIPAA compliance
Zendesk
JUNE 5, 2023
This includes offering conversational services across all channels such as web, mobile, and messaging–which is now HIPAA-enabled. Experiences that are personalized, on their preferred channels, and on their own time. In order to manage their customer conversations, they deployed Zendesk.
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Mastering the Go-to-Market Strategy: The Ultimate Guide
Arpedio
MARCH 13, 2024
It encompasses various elements, including market research, product positioning, sales channels, marketing tactics, and distribution methods. Here are some key reasons why a GTM strategy is essential: Market Alignment : A GTM strategy ensures that the company’s offerings align with market needs and customer preferences.
Direct Sales vs. Channel Sales: Best Strategies
Arpedio
JANUARY 3, 2024
When it comes to sales strategy , businesses must weigh the pros and cons of direct sales and channel sales to determine the best approach for achieving revenue growth. In this article, we will explore the differences between direct sales and channel sales and provide insights on choosing the right sales strategy for your business.
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Thankful for new integrations
Zendesk
NOVEMBER 29, 2022
Assign the intelligent Virtual Assistant to converse with your customers for common and repetitive requests, and free up agents for more critical, high-value requests. Upon request, Agent Transfer will move customers from the Virtual Assistant to the human agent in Zendesk Agent Workspace. Support Change Assistant.
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B2B Marketing: How to Attract, Engage and Delight Your Prospects and Customers
SuperOffice
JULY 5, 2022
B2B marketing is simple: Attract new customers and keep existing customers. Communicate in the right channel. It happens in three stages: Speak with existing customers. If you have paying customers, speak with them. Create an ideal customer profile (ICP). Create an ideal customer profile (ICP).
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Voice support is as popular as ever. Here’s the newest way to manage customer service calls
Zendesk
SEPTEMBER 14, 2023
Every customer service conversation should lead to a resolution. That’s why many customers still prefer calling customer support, rather than engaging on digital channels, like messaging or email. Anecdotally, most people know what it’s like when their attempts to get through to customer service reach an impasse.
Management 52
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How to Master Remote Change Management
AchieveIt
MARCH 25, 2024
The business landscape today is defined by a relentless rhythm of change, driven in no small part by rapid advances in technology, evolving customer expectations, and now more than ever, global shifts like the rise of remote work. Establishing multiple channels, both formal and informal, can help overcome this challenge.
Management 52
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31 customer service statistics you need to know
Zendesk
DECEMBER 8, 2021
With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. The cost of bad customer service.
Help my AI!
Zendesk
OCTOBER 19, 2023
Meet Derek Smart businesses are integrating AI-powered bots into their customer experience platforms to provide exceptional service across all channels. Meet MEBO Innovative companies want AI that empowers support agents to be more productive. Meet SCR33CH AI is everywhere these days, but not all AI can handle customer service.
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Unlocking Growth With CRM-Powered Predictive Analytics and Sales Forecasting
Nutshell
MAY 22, 2023
Customer relationship management (CRM) software is a multifaceted sales and marketing tool that can help you elevate your sales and revenue. Through predictive analytics, businesses can glean helpful data insights to make more accurate predictions about sales, revenue, and customer behavior.
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3 Ways to “WOW” Your Customers and Exceed Expectations
SuperOffice
MAY 16, 2021
Today, h aving a great product isn’t enough – you need to have great customer service and support to match. Almost every single customer (96%) is said to consider customer service an important factor in their choice of loyalty to a brand ! So, what kind of service do customer s want these days?
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The benefits of being on Discord—how to provide great CX to communities
Zendesk
APRIL 22, 2021
Everyone hops into a channel and talks as though it’s a phone conversation. “Providing seamless support from within Discord helps brands better control the customer experience while keeping users in their preferred channel.” Why customer support is essential for online communities.
What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business
Zendesk
JULY 16, 2021
Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report. billion users. WhatsApp business benefits.
e-Learning 105
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Customer Effort Score (CES)
Flevy
APRIL 14, 2024
In a world where Customer Loyalty and Satisfaction are paramount, the Customer Effort Score (CES) emerges as a beacon guiding organizations to optimize their interactions. This article is centered around one of the most impactful Customer Experience metrics. the Customer Effort Score.
Introducing Lead Attribution in Nutshell: Find Out Where Your Leads Come From—Automatically
Nutshell
MARCH 14, 2023
With lead attribution in Nutshell, you’ll get channel and source data for your leads automatically — no manual input needed. Get started with lead attribution in Nutshell Go to your lead attribution report (Nutshell Pro) Manage your channels and sources What is lead attribution? Channels are mediums that we group sources into.
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What’s new at Nutshell?
Nutshell
JANUARY 31, 2023
We’ve got a long list of improvements in the works, and we’re looking forward to continuing to invest in our product, service, and customers while advancing our mission of helping businesses grow their revenue with powerful, easy-to-use sales and marketing technology. As 2023 kicks off, we’re excited for the future here at Nutshell.
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What retailers are missing in the digital transformation
Zendesk
JULY 30, 2021
From embracing the role of ecommerce to finding new ways to connect with shoppers on a human level, retail leadership is focused on delivering great customer experiences. The way customers want to shop has changed over the last year, with lockdowns shuttering in-store shopping overnight. And that happened almost overnight, too.
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Helpful sales, marketing, and customer experience hacks for today’s entrepreneurs
ACT
AUGUST 14, 2023
Better customer experience (CX). A top-notch purchase experience helps you build a strong customer base or community of loyal customers who will make repeat purchases. It can even help you attract new customers through referrals or word of mouth. But having a broad overview of your potential customers isn’t enough.
EXPLORING MULTI CHANNEL CUSTOMER SUPPORT SOFTWARE
Apptivo
DECEMBER 15, 2023
What is customer service software? Customer service software Vs Customer relationship management 3. Touchpoints & Modes of customer service 4. Important components of customer service software 5. The top 5 must-have customer support tools that boost your business 6.
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EXPLORING MULTI CHANNEL CUSTOMER SUPPORT SOFTWARE
Apptivo
DECEMBER 15, 2023
What is customer service software? Customer service software Vs Customer relationship management 3. Touchpoints & Modes of customer service 4. Important components of customer service software 5. The top 5 must-have customer support tools that boost your business 6.
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Customer expectations have changed. Here’s how to keep up.
Zendesk
JUNE 17, 2021
What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short. 80 percent of customers say they’d switch to a competitor after more than one bad experience. Customer expectations have shifted considerably over the past year. What are customer expectations?
Email vs. Live Chat Support
Help Scout
AUGUST 22, 2023
One of the most impactful things to consider in your support strategy is which channels to use. Both email and live chat support have pros and cons to consider as you expand on your customer support offerings. Read the full article
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The 10 best communication apps for delivering great customer service
Zendesk
JULY 9, 2021
In the early 2000s, the thought of companies connecting with customers over instant messaging would have seemed ludicrous. According to the Zendesk Customer Experience Trends Report 2021 , messaging channels like WhatsApp and Facebook are becoming new consumer favorites. But in 2021? That’s the norm. The best communication apps.
2024 State Of Account Planning: Survey Results
ProlifIQ
FEBRUARY 23, 2024
To better understand how teams are adapting to this new environment, we surveyed over 250 professionals across sales, customer success, account management, and more about their account planning processes, challenges, and priorities for 2024. Win rates and customer retention are top metrics, but CRM adoption ranked high with SMBs.
Free customer persona templates and examples
Zendesk
FEBRUARY 23, 2024
What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. Think of a customer persona as the ultimate fishing guide. More in this guide: Why are customer personas important?
10 ways to boost retail customer engagement in 2023
Zendesk
APRIL 3, 2023
It’s no longer enough to simply offer a great product—your customers demand much more. This is where retail customer engagement plays a vital role. In this guide, learn more about customer engagement and its benefits, discover strategies for success, and see real-life examples. What is retail customer engagement?
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Integrating Your CRM With Social Media and Advertising Platforms
Nutshell
MAY 18, 2023
Does your company use a customer relationship management (CRM) platform ? A CRM can help you gather, store, organize, and analyze data about your customers, which then helps you improve your sales and marketing efforts. As we’ve said, CRMs can help you gather customer data. If not, it’s definitely something to consider.
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Co-Sell Transformation Tech Stack
PartnerTap
FEBRUARY 21, 2024
Co-selling is suddenly the hottest topic in partner, channel, and sales circles. Some companies have publicly announced new “partner-first” or “channel-first” sales strategies. Channel and partner teams typically have a PRM platform as their system of record for their partner ecosystem. Example: Partner Shuffle Co-Sell Play ).
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Single Customer View: What it is and why you need it
Insightly
FEBRUARY 18, 2022
What is a Single Customer View or SCV? Single customer view (SCV), also called a unified customer view, is the process of presenting a single, accurate record for each customer. Single customer views are imperative for organizations looking to maintain a competitive edge and provide superior customer experiences.
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What is agent experience? (and why it’s good for customers, too)
Zendesk
JUNE 11, 2021
Companies have long focused on customer experience; some may even say they’re, gasp, customer obsessed. But buzz words aside, all this means is that they’re putting the customer at the center of everything they do. From sales to marketing and support, these companies aim to please at every step of the customer journey.
Millennials vs. Gen Z: How their customer service expectations compare
Zendesk
APRIL 2, 2021
That’s one reason why the Zendesk Customer Experience Trends Report 2021 segmented survey respondents by generation. We found that although both groups are similar in many ways, Millennials and Gen Zers have some different attitudes toward customer service experiences, brand loyalty, and support channels. Here’s how.
Nutshell’s Wrapping Up 2023
Nutshell
DECEMBER 20, 2023
Using Nutshell Analytics, the lead attribution report shows you your most valuable channels and where you can improve. Identify which channels and sources provide all your leads and reveal how they stack up – then tailor your marketing strategy to get ahead. This integration is currently for Nutshell Pro customers and above.
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