ClearAction

JULY 20, 2023

Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed. Buyers prefer to have minimal interactions with sales teams.

Technology 62

Technology Customer Success Consulting ROI 62

Helpware

JULY 14, 2017

The bar for “outstanding” customer service was raised because it allowed customers to interact with service representatives with the touch of a button. At the end of every month you receive metrics regarding your customer support. You can even integrate it with your CRM to make things run as smoothly as possible. Start small.

Customer Service 40

Customer Service e-support Customer Service Representative Fashion 40

Amity

SEPTEMBER 7, 2016

I started in HubSpot in 2009 and I’m now coming up on my 7-year anniversary. Even though we’re a bigger company now, it’s still very much a meritocracy -- everybody, to some extent, has a metric that they are trying to hit, and we are very transparent about people’s metrics and what we are all working on.

Customer Success 0

Customer Success Customers Groups Metrics 0

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Some useful contact volume metrics to track are: The number of phone calls, live chats, emails, etc.

Metrics 40

Metrics Exercises CRM Resources 40

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. Today’s customers have come to expect immediacy from all their digital services, so it shouldn’t come as a surprise that these individuals now expect the same from organizations they interact with. The convenience of live chat starts with its digital nature.

Tools 195

Tools Customer Service Tips Omni-Channel 195

Service Untitled

OCTOBER 21, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate.

Abandon Rate 40

Abandon Rate Self Service e-support System 40

Esteban Kolsky

APRIL 22, 2015

The year was 2009 – eons ago in today’s fast paced world. Later, we began to accumulate transactional data from CRM and similar systems, and we sought to learn about our customers by using analytical CRM in all this transactional data.

Analytics 60

Analytics CRM Loyalty Resources 60