All posts in Support


Customer Experience Measurement: How to Gain CX Insight & Reach the Aha!

Customer Experience Measurement

This is a guest post by Alyse Falk. Alyse is a freelance writer, and she handles stories about the latest developments in the field of technology. Passionate about AI, Alyse has extensive experience writing articles and essays on data-driven analytics, cloud computing, cybersecurity, machine learning, and IoT devices.

Customer feedback is integral to understanding how to deliver a consistently good customer experience. By gathering feedback, you stop guessing about what your customers do and don’t like and, instead, gain direct action items for how to improve customer experience in the future.

Improving customer experience (otherwise known as CX) comes with many benefits. Perhaps the largest of all is that your customers will get better service quality, leading to increased customer satisfaction, loyalty, and advocacy.

Besides improved customer experiences, you will also get significant financial benefits. In fact, 73 percent of companies with above-average customer experience perform better financially than their competitors with a lower level of CX!

However, getting good customer feedback and reaching that ‘Aha!’ moment so you can improve customer experience can be tricky.

That’s why, in this guest post, I’ll be telling you everything you need to know about customer experience measurement, how to do it, and how Process Steet can help.

Read through these sections for everything you need to know:

Or, if you wanted to start compiling customer feedback straight away, here’s Process Street’s Customer Feedback Checklist Template.

Click here to get the Customer Feedback Checklist Template!

Let’s jump right in.

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How to Build a Unified Marketing and Customer Service Strategy

customer service strategyThis is a guest article by Alexa Lemzy – customer support manager and blog author at TextMagic, a bulk SMS solution for business. She helps businesses take advantage of mobile and spends hours reading tons of content about customer retention and business workflows.

Modern consumers are used to having the option to contact businesses on social media and other public forums as well as traditional contact methods. What’s more, customers are sharing their opinions and interactions across the internet and social media more than ever. Today, customer service is a major part of your brand image.

This has blurred the lines between marketing and customer service. Consumers want your business to be consistent from marketing and sales to customer support.

Great customer service is also an effective form of marketing, keeping existing users loyal and attracting new leads.

Strengthening the relationship between marketing and customer service can have a big impact on customer satisfaction. By creating processes for collaboration and feedback, you can increase retention while attracting new clients.

In this article for Process Street, we’re going to look at a series of factors which you have to get right to provide a unified marketing and customer service strategy:

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Call Center Software: The Secret Behind Call Center Success

Call center software

Call center agent: “Ok Brenda, can you please close all windows and then restart your computer”
Brenda: “Ok, no problem”
2 minutes later…
Brenda:“Ok, that’s done. Do you want me to close all the doors too?”

Even in the current digital climate, the majority of people (not just the Brenda’s of this world) still prefer being assisted by phone.

In fact, a study by Harvard Business Review found out that 57% of customers move from the web to the phone when they need support. Not only that, but the global call center software market size was valued at $18.1 billion in 2019 and is expected to reach $72.3 billion by 2027.

I don’t know about you, but these statistics were a shock to me.

With the stigma attached to call centers and the introduction of Live chat, forums and IM platforms, I thought call centers were dying a slow and painful death?

This couldn’t be further from the truth. They’re back! Better than before and here to stay, thanks to call center software.

Join me on a journey of discovery where we will look at the following topics to find out how call center software has brought call centers back from the brink:

Ready to go?

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Call Center Outsourcing: How To Boost Support Quality and Availability

call center outsourcing

This is a guest post from Derek Gallimore from Outsource Accelerator. Derek’s blend of extensive international business and travel experience means that outsourcing came relatively naturally to him. Derek has been in business for over 20 years, outsourcing for over seven years, and has lived in Manila, Philippines – the world’s outsourcing capital – for over five years. He has worked and lived in five countries and worked and traveled through dozens more.

A great business focuses on building customer relations. They need to reach out to their customers to fulfill their service needs, such as inquiries, service-related concerns, and marketing offers.

Someone needs to follow up on billings and collections. Another person needs to send out newsletters to its clients. When a new product or offer comes out, someone must inform the customers either through calls or emails. In some cases, someone also needs to gather data regarding customer satisfaction and commentaries on what needs to be improved in their products.

It can be tedious, especially for startups and small businesses with a few people on it to man these tasks at once, so strong customer service and sales teams are needed to fulfill these tasks.

Good thing is, businesses can rely on call centers to manage these activities. This article will tackle:

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How to Develop a Customer Feedback System for Success

customer feedback system

This is a guest post from Mercer Smith-Looper. Mercer is the Head of Support at Appcues, a writer for Supported Content, a yoga fanatic, and strives to make the world a little bit happier one customer at a time.

There will always be people in this world that want something from you. Whether you are a business, an individual, or a group, people are needy.

Most company inboxes have a significant number of feature requests. Some of them make a lot of sense and some of them are probably pretty out there.

But whether customers are asking for something that you already have on your roadmap, or something that isn’t even tangentially related to your product, you still owe it to your customers to respond.

In this article, we’ll cover:

So, let’s get started!
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How to Unlock the Secret to Customer Success: Automation

customer success automationThis is a guest post from Shawn Mike. Shawn has been working with writing challenging clients for over five years. His educational background in the technical field and business studies has given him the edge to write on many topics. He occasionally writes blog articles for Dynamologic Solutions.

According to statistics, it is claimed that US organizations suffer a loss of $62 billion a year thanks to unsatisfactory customer service.

Customer service represents your secondary acquisition test, beyond actually getting that customer on board in the first place.

It’s very much a short-term game of conflict resolution, and your business depends mainly on how you deal with customer feedback and requests.

For maximum lifetime value, you need to consider how to synergize customer service with customer success.

It must be kept in mind that customers are the heart of every business and should be at the top of your priority list.

Satisfied customers help increase sales and build brand identity and reports claim that 77% of customers are estimated to recommend a brand or business to a friend depending on how good their experience with your product is.

Which is why focusing on keeping your customer base satisfied with great service and excellent products can go a long way in improving your sales.

Nowadays, consumers expect more than just a great product. They need you to guide them through the perfect experience. A better customer experience equals a greater lifetime value expectancy.

This article is all about figuring out the best way to analyze and improve customer experience by automating a lot of the manual work that can get in the way.

We’ll focus on:

Read on to learn more about how to optimize your customer success strategy. There’s even a free Ebook for you at the end of it!
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Self-Service Vs. Customer Support: Which is the Best Customer Engagement Strategy?

customer engagement strategy

This is a guest post from Brayn Wills, knowledge management manager at ProProfs. He is responsible for creating unique and relevant content on knowledge base tools and keeping track of the latest developments in the realm of knowledge management. In his free time, he is either reading a new book or exploring offbeat destinations.

When customers deal with businesses, they expect a great experience. This means that some kind of customer support needs to be available to them, around the clock.

Of course, providing quality customer support with real human agents managing helpdesks 24/7 is an expensive proposition.

On the other hand, companies need to make it easy for customers to access information to solve common queries – this is a vital factor in the journey towards consistent, high-quality customer satisfaction.

Many organizations are now implementing customer self-service via traditional and online platforms to ensure that neither the business nor the customer suffers.

This helps them to deliver a double whammy of maintaining their overheads while improving their efficiency in customer service, both of which result in improved customer experience.

With the adoption of digital services, self-service is gradually minimizing the burden on live agents too. It is also allowing businesses to successfully meet customer expectations with regards to servicing queries in a more timely and regulated fashion.

However, going overboard with the automation of customer support self-service can be a risky move for businesses. While it may help in curbing expenses, it may take an adverse toll on customer satisfaction and the overall reputation of the business. Therefore, the key is to hit the right balance between man and machine.

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SaaS Customer Support: The 4 Moments of Truth

This is a guest post from Rhiza Oyos, the inbound marketing manager at Spiralytics.

SaaS Customer Support

Customers relationships are the lifeblood of every SaaS business. However, regardless of their years of operation, there are moments when these relationships can — for better or worse — dramatically change

A customer’s experience is everything. It helps SaaS companies attract customers, retain them, and generate referrals

So, businesses who understand the importance of customer experience end up winning the race and beating the competition. In particular, winning companies are those that understand the human factors and emotions at play in experience, design, and production.

Harley Manning in a 2012 article for Fast Company writes:

“In other words, if you want that next sale, if you want good word of mouth, and if you want to keep your customers, it’s unlikely that anything else you do matters more than delivering a superior experience”

Experience is all about moments.

In designing an exemplary customer experience, businesses should know about the four moments of truth that can help them get ahead.

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Should You Move from Email Support to Help Desk Software?

Email to Helpdesk

You know the importance of having great customer support. As a young company, you take pride in this—it’s what separates you from industry giants. You’re able to give your customers the individualized attention in a fast turnaround time. You’re even able to have relationships with your customers, learning from them and customizing your product to meet their needs.

But at a certain point, your team has done too good a job. Customer satisfaction grows sky-high, your customer base begins to grow, as well as your product itself, offering more features and applications. This means tickets become innumerable and much more complicated. And that’s when plain email support just doesn’t cut it anymore.

Here’s everything you need to know to help you decide whether a switch is in order.

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What is Customer Support? How to Improve Your Support Team (17 Free Processes)

Customer Support

A buggy Netflix account. A defective iPhone. Faulty B2B software.

There’s nothing more frustrating than when products and services encounter issues, or when they simply don’t work at all.

Consumers expect the products and services they buy to perform properly. After all, they’ve handed over their hard-earned money to the vendor in exchange for goods.

Who do consumers turn to for assistance? Customer support.

However, a customer-facing employee can only carry out excellent service if they’re onboarded correctly, fully trained, taught how to interact with customers, and given regular feedback on their performance.

If consumers aren’t impressed with their experience, they can churn immediately and leave negative reviews in their wake. Should the churn rate increase and harmful reviews accumulate, it could be the death knell of an entire business.

At Process Street, we know about – and strongly believe in – effective customer support. In fact, we operate a policy where each new employee must undergo a period of customer support experience, which amounts to a few weeks in total.

That’s why we created these 17 free templates for other teams.

The process templates featured in this free template pack will help strengthen any customer-facing team’s ability to perform successfully. From new employee training checklists to performance reviews, churn reduction checklists to a guide on responding to negative reviews, we’ve got your workflows covered.

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