DigitalGenius’ Post

Ticket Deflection = Ticket Prevention + Automatic Ticket Resolution There are two components to stopping tickets piling up and creating a backlog for your team. One is Ticket Prevention, which involves answering customer queries before they occur and providing simple self-service options. The other is Automatic Ticket Resolution, which is when you use automated solutions (like DigitalGenius) to solve customer queries without a human getting involved. We explain more here: https://lnkd.in/eGggCHU7

Are you depending on support tickets or customer complaints to identify errors on your site? Often, these submissions lack sufficient information. As a result, your workflow is likely reactive—and that's costing you. Here’s how: - High costs and resources wasted on investigating issues  - Vague error reports make it difficult to replicate errors - Only 10% of customers report errors—meaning 90% go unreported You need to repair reactive workflows with: - Session recordings - Detailed error information  - Streamlined error resolution But here’s the kicker: you need both proactive and reactive strategies. Most companies lack the resources for proactive workflows. If you rely solely on reactive measures, you’re missing out. Here’s how our customer Pampered Chef has benefitted from proactive error monitoring with Noibu:   “The biggest gap that Noibu fills in our tech stack is providing front-end error detection capabilities, which allows us to be more proactive in addressing user issues quicker so that they’re not sitting out there for months or years without our knowledge. We can now see those and understand the full scope and impact of these errors for us to properly prioritize their resolution.” - Nathan Armstrong, Director, Customer Solutions at Pampered Chef Don't leave 90% of errors unreported. Integrate both proactive and reactive error monitoring to enhance your customer experience and streamline resolution.  What strategies have you implemented to improve your reactive and proactive workflows? 

Ever wonder why customer support feels so outdated in 2024? Read our latest blog post and hear our take on why it feels that way and how we fix it. https://lnkd.in/ekEqBNxP

Right, listen up - your IVR system is the gateway to customer satisfaction, and it needs to be firing on all cylinders. The latest Cirrus Connects blog lays out the essential functionality your contact centre IVR requires, but let me add one more crucial element: Compliance. I can't stress enough how important it is to have ironclad payment security and data protection baked into your IVR. We're talking PCI compliance, encryption, the whole nine yards. Too many companies skimp on this, only to get slapped with hefty fines down the line. An IVR platform that doesn't prioritise compliance is like a sports car with no brakes - it may look slick, but it's an accident waiting to happen. You need a solution that keeps your customer data locked down tight, without compromising the seamless, personalised experience they expect. So take a read through our blog, then let's chat about how Cirrus can equip your contact centre with a best-in-class IVR that ticks all the boxes - efficiency, intelligence, and airtight security. Trust me, your customers (and your legal team) will thank you. https://lnkd.in/eHU7BjkW .

Right, listen up - your IVR system is the gateway to customer satisfaction, and it needs to be firing on all cylinders. The latest Cirrus Connects blog lays out the essential functionality your contact centre IVR requires, but let me add one more crucial element: Compliance. I can't stress enough how important it is to have ironclad payment security and data protection baked into your IVR. We're talking PCI compliance, encryption, the whole nine yards. Too many companies skimp on this, only to get slapped with hefty fines down the line. An IVR platform that doesn't prioritise compliance is like a sports car with no brakes - it may look slick, but it's an accident waiting to happen. You need a solution that keeps your customer data locked down tight, without compromising the seamless, personalised experience they expect. So take a read through our blog, then let's chat about how Cirrus can equip your contact centre with a best-in-class IVR that ticks all the boxes - efficiency, intelligence, and airtight security. Trust me, your customers (and your legal team) will thank you. https://lnkd.in/eQ77ZHSK .

Troubleshooting in customer service. Have you ever encountered customers who didn't tell you the whole story?🙊 Customers often don’t disclose every detail, sometimes because they think it’s irrelevant, they just don’t know what’s important or not confident to tell you their fault. That’s where the true value of troubleshooting comes in, I’ve learned that effective troubleshooting is more than just solving a problem—it’s about uncovering the truth behind the issue, building trust and help prevent future occurrence. 🔍 Uncovering Hidden Issues: Asking the right questions and digging deep, can uncover the critical details and root cause of an issue. This leads to a faster and accurate resolution. 🤝 Building Trust: When customers realize that you’re genuinely committed to solving their problem, even the details they didn’t mention, it builds a level of trust that’s hard to beat. They know they’re in good hands. ⚡ Efficiency and Prevention: Effective troubleshooting not only saves time but also helps prevent future issues. It’s about getting to the heart of the matter quickly and ensuring the customer walks away satisfied. In the end, it’s all about delivering exceptional service, even when the customer can’t—or won’t—tell you everything. What’s your approach to troubleshooting when the full story isn’t on the table? Let’s discuss! #CustomerService #Troubleshooting #CustomerExperience #ProblemSolving #CustomerSupportSpecialist

Right, listen up - your IVR system is the gateway to customer satisfaction, and it needs to be firing on all cylinders. The latest Cirrus Connects blog lays out the essential functionality your contact centre IVR requires, but let me add one more crucial element: Compliance. I can't stress enough how important it is to have ironclad payment security and data protection baked into your IVR. We're talking PCI compliance, encryption, the whole nine yards. Too many companies skimp on this, only to get slapped with hefty fines down the line. An IVR platform that doesn't prioritise compliance is like a sports car with no brakes - it may look slick, but it's an accident waiting to happen. You need a solution that keeps your customer data locked down tight, without compromising the seamless, personalised experience they expect. So take a read through our blog, then let's chat about how Cirrus can equip your contact centre with a best-in-class IVR that ticks all the boxes - efficiency, intelligence, and airtight security. Trust me, your customers (and your legal team) will thank you. https://lnkd.in/eMif2AwK .

Is managing customer support becoming overwhelming? Our blog reveals how Hive Support’s ticket management system can simplify your processes and enhance efficiency. Learn how to centralize requests, automate workflows, and deliver top-notch support with ease. https://lnkd.in/e5bzp6MT #CustomerSupport #SupportExcellence #HiveSupport #TechSolutions #CustomerSatisfaction #BusinessEfficiency

Right, listen up - your IVR system is the gateway to customer satisfaction, and it needs to be firing on all cylinders. The latest Cirrus Connects blog lays out the essential functionality your contact centre IVR requires, but let me add one more crucial element: Compliance. I can't stress enough how important it is to have ironclad payment security and data protection baked into your IVR. We're talking PCI compliance, encryption, the whole nine yards. Too many companies skimp on this, only to get slapped with hefty fines down the line. An IVR platform that doesn't prioritise compliance is like a sports car with no brakes - it may look slick, but it's an accident waiting to happen. You need a solution that keeps your customer data locked down tight, without compromising the seamless, personalised experience they expect. So take a read through our blog, then let's chat about how Cirrus can equip your contact centre with a best-in-class IVR that ticks all the boxes - efficiency, intelligence, and airtight security. Trust me, your customers (and your legal team) will thank you. https://lnkd.in/e4Cc4guG .

Right, listen up - your IVR system is the gateway to customer satisfaction, and it needs to be firing on all cylinders. The latest Cirrus Connects blog lays out the essential functionality your contact centre IVR requires, but let me add one more crucial element: Compliance. I can't stress enough how important it is to have ironclad payment security and data protection baked into your IVR. We're talking PCI compliance, encryption, the whole nine yards. Too many companies skimp on this, only to get slapped with hefty fines down the line. An IVR platform that doesn't prioritise compliance is like a sports car with no brakes - it may look slick, but it's an accident waiting to happen. You need a solution that keeps your customer data locked down tight, without compromising the seamless, personalised experience they expect. So take a read through our blog, then let's chat about how Cirrus can equip your contact centre with a best-in-class IVR that ticks all the boxes - efficiency, intelligence, and airtight security. Trust me, your customers (and your legal team) will thank you. https://lnkd.in/eSHyvzmp .