ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Marketing 219

Marketing Customer Service Airlines Self service 219

Aspect

APRIL 17, 2018

It turns out when she made her reservation, she missed a number, maybe it was a letter… Regardless, the number she provided to the airline was incorrect. Her next call was to the airline. The airline was busy. The IVR told her she could expect a 42-minute wait. We chatted while she waited on hold.

Interactive Voice Response 62

Interactive Voice Response Airlines Customer Experience Self service 62

Interactions

MAY 22, 2019

With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. And if I am put on hold or have to deal with a complication, it’s frustrating, but I can find the time to finish the task later in the day or on a different channel. Long wait times.

Self service 61

Self service Airlines Wait times Customer Care 61

Interactions

MAY 22, 2019

With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. And if I am put on hold or have to deal with a complication, it’s frustrating, but I can find the time to finish the task later in the day or on a different channel. Long wait times.

Self service 48

Self service Airlines Wait times Customer Care 48

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. By starting from the inside.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Comm100

AUGUST 23, 2018

Get on Board: Consider what your customers need, and how you can meet these needs in your company app. For example, if your customers need simple, on-the-go access to customer care, consider adding mobile live chat to your app (for an example of this, look no further than the GEICO Mobile App ). Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40