Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 89

Customer Service Chatbots Banking B2C 89

Aspect

APRIL 3, 2018

What did your contact center look like in 2013? Social media takes center stage: Two-thirds of consumers already expect your brand to offer customer service on social media. Service you can reach out and touch: Advances in augmented and virtual reality afford a number of new possibilities for customer service agents as well.

Customer Service 57

Customer Service Construction Contact Center Personalization 57

Return Customer

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. And it works. Clear path to purchase. Conclusion. About the Author.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. Customers are discussing a company’s products and brand in real time.

Customer Service 117

Customer Service CRM Personalization Customer Experience 117

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. Here we look at Spectrum’s customer service performance and contact details. Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive. How to contact Spectrum.

Customer Service 52

Customer Service Wireless Telecommunications Accountability 52

Steve DiGioia

FEBRUARY 22, 2016

One that purchases a commodity or service. Example : A real tough customer. A person entertained in one’s house. A person to whom hospitality is extended. A person who pays for the services of an establishment (as a hotel or restaurant). The post What’s The Difference Between a Customer and a Guest?

Entertainment 235

Entertainment Personalization Customer Service 235

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

Vonage

JANUARY 3, 2017

At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 billion less than in 2013. But, what makes customers switch to a competitor?

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 113

Technology Customer Service Gamification Wireless 113

ShepHyken

JUNE 28, 2019

But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

Contact Center 277

Contact Center Self service Banking Airlines 277

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Fraudulent callers may not be able to answer particularly personal questions about a customer.

Call Center 345

Call Center Banking Accountability Contact Center 345

Beyond Philosophy

AUGUST 15, 2016

Do more than your Customers expect. All of us have expectations from a Customer Experience. They might be low or high, depending on a number of factors that include our history and our personality. A promotion will set expectations in the mind of a customer; simply meeting these expectations is not enough.

Consulting 281

Consulting Consulting Customer Experience Customer Service 281

CSM Magazine

OCTOBER 5, 2023

The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work. “BigChange delivered the best fit for our requirements and those of our customers.

Engineering 59

Engineering CRM Finance Enterprise 59

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Beyond Philosophy

APRIL 7, 2016

This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Customer Satisfaction score to denote the health of the economy. in 2013 —and then dropped to 75.2 For example, only the other day I was talking to somebody who had Customer Experience in their job title. Me: (Sigh).

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

Talkdesk

SEPTEMBER 1, 2016

An outstanding customer service experience can leave an unforgettable impression. A company that consistently goes the extra mile for their customers leaves thousands of lasting impressions that create that company’s reputation. These companies stand out (and win awards) for having some of the best customer service around.

Customer Service 41

Customer Service Airlines Customer centricity Accountability 41

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. It’s similar to how a store clerk greets customers when they step into a store.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. points to 77 out of 100.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

Fonolo

SEPTEMBER 17, 2019

For me, the soul of pre-21st Century customer service can be captured in three poignant words: “Are you free?”. These immortal customer service dew-drops I heard echoed many times via the television set on the Saturday nights of my youth when PBS would play Are You Being Served? as part of its BBC comedy lineup.

Customer Service 52

Customer Service Call Center Technology Customer Support 52

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). There are several low-cost methods of gathering feedback from your customers. Not at all. Talk to Them.

Consulting 140

Consulting Consulting Surveys Feedback 140

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 133

Customer Experience Construction Technology Customer Service 133

Taylor Reach Group

APRIL 9, 2020

What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). You can do the math easily for yourself.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. If you are there for your customers, they’ll want to be there for you. A strong customer relationship is rooted in exemplary customer service and support.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Comm100

AUGUST 24, 2016

The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 56

Customer Service Customer Care Scripts Sales 56

CSM Magazine

JANUARY 10, 2023

“This has transformed the feel of the business from a small company to one that can provide a more corporate, larger-company experience – but retaining the personal touch.” By eliminating menial administrative tasks, staff have been freed up and redeployed to work on customer service and business development.

Finance 52

Finance Construction CRM Enterprise 52

CSM Magazine

NOVEMBER 4, 2022

In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service. Dixon’s Effortless Experience transformed the business landscape and defined the gold standard for customer experience for the last 10 years – until now.

Consulting 52

Consulting Consulting Technology Enterprise 52

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

CSM Magazine

JANUARY 12, 2024

And I am not the only person to notice change; across the business people are spending less time churning out and moving paperwork around so they have more time to focus on getting other jobs done and making sure our customers are happy.” “Now, most weeks, I’m done by lunchtime on Monday.

Engineering 52

Engineering CRM Finance Enterprise 52

Eptica

AUGUST 21, 2019

Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Published on: August 21, 2019. Reduce costs.

Advertising 66

Advertising Best practices Upselling Analytics 66

Customer Guru

MAY 30, 2018

There is nothing more frustrating for a customer than when told something will be fixed and it never happens. Indeed, the ownership of resolving a customer’s issue does not rest with just the front line employees, it is the responsibility of each and every person in the organisation. P – Patience. E – Empathy.

Customer centricity 95

Customer centricity Scripts Coaching Engineering 95

Nicereply

FEBRUARY 22, 2023

Start your day with great quality content Stay updated with our newsletter Subscribe Subscribe When and where did your customer support journey start? Erin: Around 2013-14, I moved from San Antonio to Austin, Texas because something was happening in tech and I wanted in. I then moved to Nordstrom for two years in customer service.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Aspect

JUNE 19, 2018

It’s been a wild ride since Ring’s rejection on Shark Tank back in 2013 to its buy-out in February for over $1 billion. Enabling an effective customer service organization for a large and growing customer base is a daunting challenge. Time will tell exactly what the visionaries at Amazon are thinking.

Management 54

Management Wireless Customer Service Personalization 54

Customer Interactions

JULY 7, 2015

The importance and impact of good customer service have increased and continue to increase as markets expand globally and customer service channels, including phone, email, chat, and social media, continue to develop. Customers are better informed and as a result have greater demands.

Marketing 28

Marketing Personalization Customer Service 28

Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?”

Management 98

Management Call Center Metrics Entertainment 98

Beyond Philosophy

APRIL 7, 2016

This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Customer Satisfaction score to denote the health of the economy. in 2013 —and then dropped to 75.2 For example, only the other day I was talking to somebody who had Customer Experience in their job title. Me: (Sigh).

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

CSM Magazine

FEBRUARY 23, 2023

” About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 1,900 field-based organisations around the world.

Management 52

Management Finance Engineering CRM 52