customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How cobrowse revolutionized customer satisfaction at at top bank
Can you imagine if your customers were 97% satisfied with their online interactions and were saying things like: “Very innovative, very user friendly.” “Cobrowse made me feel secure and safe about making a transaction on the phone. Thank you very much.” “Cobrowse dramatically reduced the time for completing my lengthy and complicated banking transactions.” “I felt like I mattered. I was helped to understand where my account was and it helped me with future decisions.” “Simple and gives peace of mind that [the bank] cares unconditionally.” Those are real quotes from customers of a major US bank who leverage cobrowsing technology to transform their digital banking experience. Let’s take a look at what led them down this path and how they leveraged cobrowsing technology to boost satisfaction.
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Customer Service
A 5-step action plan to lift your customer satisfaction
“I can’t get no satisfaction:” these are words you’d like to hear at a Rolling Stones concert – but they’re pretty much the last thing you want to hear from a customer.
Customer Service
Cutting-edge tech can transform your customer satisfaction levels – for good and bad.
Determining why customer satisfaction matters isn’t exactly rocket science. Satisfied customers are more loyal, more likely to advocate for your brand and – as a result of this – have higher customer lifetime value. (We’ve covered some more of the subtle ways satisfying customers is good for business in our last blog.)
Customer Service
Key traits of a great customer success manager
Businesses are increasingly focusing their efforts on customer success, knowing that doing so can improve the customer experience, lower churn rate, increase customer and employee loyalty, and boost revenue. Customer success managers are the key driving force behind those rewarding efforts, making it essential to hire the right people. Knowing the importance, you might ask: what makes a great customer success manager?
Customer Service
How to improve customer service in healthcare
Customer service plays an important role in every industry — especially healthcare. You might have the most knowledgeable and skilled providers, but if they aren’t giving patients a positive experience, they won’t be recognized for giving quality care.
Customer Service
Digital customer service 101
Your virtual customer support team is the backbone of your organization. They likely spend more time interacting with your customers than anyone else. They understand their issues, solve their problems, and play a starring role in brand perception.
SaaS
Customer Service
How to improve SaaS customer success today
Customer success is a growing field that SaaS CX professionals are adopting. It’s easy to see why. Focusing on SaaS customer success can improve the customer experience, increase product adoption, lower churn rate, increase loyalty from both customers and employees, and boost revenue.
SaaS
Customer Service
How to make SaaS customer support outstanding
In a SaaS company, providing great support is the key to your growth and success.
Customer Service
Healthcare customer experience trends for 2023
Technology, a global pandemic, the adopting of patient-centered care, and evolving consumer demands are transforming every aspect of healthcare. As the dust of 2020 settles (yes, that was two years ago), we can see trends starting to emerge in the industry. In 2022, there’s a renewed focus on the end-to-end healthcare customer journey, and healthcare organizations that invest in CX can better meet today’s needs and prepare for tomorrow’s challenges.
Customer Service
What is average handle time – and does it matter anymore?
Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it.