Tom Arundel’s Post

🚀 Exciting News! Revolutionizing Customer Service with Innovative Call Analytics! 🚀 Hey LinkedIn fam, I trust you're all doing exceptionally well! 👋 I'm thrilled to share some groundbreaking advancements in the realm of call analytics, and I'm elated to be a driving force behind the solution! 🌟 The Challenge: One of my clients faced a significant challenge: effectively training their customer support agents to handle customer complaints during calls. The Solution: After months of dedicated effort, collaboration, and a touch of creativity, I am excited to present our groundbreaking solution - Call Analytics! 🚀 🌐 Key Features: [Feature 1]: Addressing the challenge of post-call analysis and training, mitigating human errors. [Feature 2]: Streamlining processes for maximum efficiency. [Feature 3]: Enhancing customer care to elevate the overall user experience. 💡 How It Works: Call Analytics harnesses cutting-edge speech engines for post-call recordings and speech analytics. It seamlessly integrates into your workflow, making post-call analysis a breeze! 🌍 Impact: The potential impact is monumental. We envision empowering businesses with enhanced customer experiences, improved customer support staff training, and heightened visibility for administrators and managers! 🤝 Get Involved: We're on the lookout for pioneers and early adopters to join us on this thrilling journey! If you're passionate about revolutionizing customer service with innovative solutions, let's connect! 🤝 🔗 Schedule a Quick Online Meeting: Ready to transform the way we approach customer service? Let's connect and explore endless possibilities together! 🚀 #Innovation #ProblemSolved #IndustryRevolution #TechSolution #GameChanger

5 Lessons Learned from Growing Our Customer Base Last quarter, our team achieved something remarkable: Using our AI writing technology, we grew a pilot customers traffic from effectively zero to thousands of clicks per month. This milestone was not only a testament to our team's hard work but also a series of strategic decisions that paid off significantly. Here's how we did it and what you can take away from our experience: 𝐍𝐢𝐜𝐡𝐞 𝐅𝐨𝐜𝐮𝐬: We honed in their niche, understanding their customer needs and pain points like never before. This deep dive allowed us to help tailor their services in a way that resonated strongly with the target market. 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: Elevating the customer experience was key. We implemented feedback loops and continuously improved based on client insights, leading to enhanced satisfaction and word-of-mouth referrals. 𝐃𝐚𝐭𝐚-𝐃𝐫𝐢𝐯𝐞𝐧 𝐃𝐞𝐜𝐢𝐬𝐢𝐨𝐧𝐬: Every strategy was backed by data. From market analysis to performance metrics, data guided our path and helped us make informed decisions. 𝐀𝐠𝐢𝐥𝐞 𝐌𝐞𝐭𝐡𝐨𝐝𝐨𝐥𝐨𝐠𝐲: Adopting an agile approach to projects and client interactions allowed us to be more responsive and adapt quickly to changing market demands. 𝐓𝐞𝐚𝐦 𝐄𝐦𝐩𝐨𝐰𝐞𝐫𝐦𝐞𝐧𝐭: Empowering our team to take initiative and drive innovation fostered a culture of ownership and accountability, which directly contributed to our growth. What has been a game-changer for your professional growth or your company's expansion? #GrowthStrategy #ClientSatisfaction #TeamworkMakesTheDreamWork

🚀 Elevate Your Business with Our Multi-Channel Solution! 🌐✨ At TrueNorth, we're thrilled to introduce a game-changing solution to enhance your client satisfaction and loyalty levels! 📈✨ Key Benefits: 1️⃣ Increase Positive Reviews by 50%: Easily connect satisfied clients with your profile on various opinion sites, boosting your online presence in just one step! 2️⃣ Prevent Negative Reviews by 80%: Our cloud-based dashboard alerts you in real-time when a client expresses dissatisfaction, allowing you to address concerns promptly and rectify the situation before it reaches opinion sites. 3️⃣ Collect Real-Time Data and Feedback: Utilize one-step interactive surveys, supported by AI, to gather live insights from your customers. Our online dashboard provides detailed analysis crucial for informed decision-making on experience strategies. Join the ranks of businesses that have experienced success with our solution! 🌟 We've effectively collaborated with companies similar to yours, and we're confident in bringing significant value to your business. Ready to revolutionize your client feedback and online brand reputation? Let's connect and make it happen! 💬🔗 #CustomerExperience #FeedbackSolution #OnlineBrandReputation #BusinessSuccess #ClientSatisfaction #InnovationInBusiness

For product teams inside large corporations it can be hard to know how to get feedback from customers to guide product development. In principle the approaches available to you are no different to those used by startups / smaller organisations, however, you may need to work through others to get the data you need. Common techniques include: * Talk to sales teams and/ or customer support teams * Review call logs & complaints * Customer interviews by the sales team on specific problems/opportunities * Rolling customer satisfaction surveys (not annual!) * Snap polls at point of service * Track marketing click-throughs & opens * Product analytics data - engineer your product itself to reveal the behavioural data you need * Competitor research - what can you learn from competitors about what your customer segment is feeling/doing/saying. #BVSSH #product #productdiscovery #customerfeedback

I changed the way I report on the business of Support. I realized I was reporting on everything all at once. It made perfect sense to me but required a lot of tedious explanation to others. Here's what I am doing now: 📈 Working on a quarterly trends report focused on product pain points Includes hard data sliced by features and segments and a companion slide deck that briefly adds context and recommendations. 📧 Created a weekly report sent to execs that covers the customer journey with Support. I call this the Support & Coffee report. Short and sweet. Covers feature requests, bugs, trending impacted features, missing searches in the help center, survey feedback, and Support Influenced ARR. (that last one is my favorite) (There are other impactful reports but these are my new babies 👶) Clear, concise, designed for different depths of understanding, and delivered to the right audiences. That last piece was key. All of the data has been collected and reported on for so long but the way it was delivered needed some love. Results. This morning my first email went out and I got Slacks with insightful questions on the data. I could easily meet our team at the data. If you're looking to up your Support game, create reports that matter to your audience.

**ECG Graphs can improve customer engagement in QBRs? 😮 ** A customer success enthusiast in the tech industry should be familiar, confident and comfortable with #datamanagement. This includes looking at lots of data and making quick sense of it. 📈 📊 But when it comes to presenting this data to customers, you must use #visualization However, I see many #CSMs taking screenshots of charts and graphs from a dashboard and using these as references during their customer calls. While there is nothing wrong with this approach, it is boring for customers to look at stagnant images, especially if there is nothing too significant to focus on (sharp variances only occur once or twice a year) 😒 The solution that works here is animated charts or GIFs. These show the graph moving up and down like an ECG and give a much more engaging and holistic understanding to the customer. The benefits that this can drive are - 1. Higher attention & engagement 😃 2. Better understanding of patterns and hence higher chances of having conversations around usage behaviour and internal changes 💬 3. It makes you look smart, so the customer's perception of you is enhanced, making it more likely for them to reply/respond to your emails and better consider your proposals 😎 Here are a few tools that will allow you to animate your data and create more compelling stories - 1. #FlourishStudio (my current favourite ⭐ ) 2. #Canva 3. #MSExcel (Animate feature) Try visualizing your graphs and see the radical improvement in your #QBRs & #MBRs. More power to the #CSM community!

Have you ever wondered why some businesses seem to effortlessly stay ahead of the curve? The secret ingredient is often their approach to Revenue Operations (RevOps) - specifically, the strategic use of data.💡 In the dynamic world of RevOps, data isn't just numbers in a spreadsheet, it's the compass that guides every decision. From identifying market trends to optimising customer journeys, data-driven insights are the fuel ⛽that powers successful RevOps strategies. Take, for instance, a company that leverages customer data to personalise experiences. By understanding customer preferences and behaviors, they can tailor their services, leading to increased satisfaction and loyalty. Or consider the power of predictive analytics in forecasting sales trends, enabling businesses to allocate resources more effectively and stay ahead of market shifts.🔮 But it's not just about collecting data, it's about interpreting it correctly. The real magic happens when data is transformed into actionable insights, driving smarter decisions and more efficient operations. So, do you think data-driven decision-making is overhyped? Why or why not?💭 #revops #sales #marketing #customerexperience #data

According to Sales Strategy Guru, Neil Patel: "Data is your secret weapon. With the right analytics, you can refine your sales strategy and make informed decisions." Luckily, this is a skill anyone can learn. You just have to know where to start. So here are 3 of the best features of @bookmoreapp (so you can start learning today): 1. Multi-channel follow-up analytics 2. AI-driven appointment booking insights 3. Integration with 100+ tool reports Dive in and uncover the potential of your team! Got questions or insights? Comment below! Or better yet, #ScheduleADemo to see how it works! #SalesAutomation #PerformanceTracking #LeadManagement

“Measurement is fabulous. Unless you’re busy measuring what’s easy to measure as opposed to what’s important” - Seth Godin At Fishknife, we love data, and we love measurement. Good data streamlines processes and delivers better customer experience. Meaningful OKRs (Objective & Key Results) drive focus, and keep teams engaged. If you can’t measure it, you have no idea if it’s working, right? At least that’s the conventional wisdom. But this misses something. Just because something isn’t easily measured, it doesn’t mean it isn’t important, or that it isn’t the right thing to do. Let me explain. Take an example from a recent client. They wanted to reduce their customer contacts to improve their customer experience. We automated workflows in one key category and reduced contacts by 80%. Wham. Doing something similar in another category took out 60%. Bam. But the most experienced customer service agents said payments communications were a big cause of pain. The problem was the contact system set-up didn’t facilitate quantifying the problem, and so all we had was anecdote. An anecdote though that ran completely against their hassle-free customer promise. So, we rolled up our sleeves and made the fixes. When you hold a mirror up against the promises you make your customers, you often know you need to make a change - even if it's difficult to see in the numbers. ----------------------------------------------------------- I'm Laura Winfield, Partner at Fishknife. We help early and growth stage businesses to supercharge their customer operations. #automation #lowcodenocode #customeroperations #measurementandanalytics #okr

Unlock the Hidden Gems in Your Customer Conversations    Are you sitting on mountains of untapped conversation data? It's time to turn those interactions into actionable insights! Join our masterclass on June 19th and learn a proven roadmap to: 1. Evaluate & select the perfect analytics platform 2. Uncover high-value use cases across the business  3. Implement seamlessly while avoiding pitfalls  4. Continuously optimize accuracy & performance  5. Drive user adoption with change management tactics Plus, get exclusive templates, scorecards & formulas! . . https://rb.gy/854uhx . .   #Etech #SpeechAnalytics #ConversationAnalytics #MasterClass #CallCenter #ContactCenter #CustomerExperience