ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. The important thing to understand is that it is only a tool. – Shep Hyken. Writing Skills.

Customer Support 230

Customer Support Chatbots Personalization Education 230

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.

Self service 185

Self service Chatbots Personalization Interactive Voice Response 185

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Technology 217

Technology Marketing Metrics Surveys 217

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Supporting technologies that will drive new levels of speed and efficiency.

Self service 200

Self service APIs Surveys Analytics 200

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

OctopusTech

MARCH 27, 2024

In this blog we will discuss the top 5 web hosting companies for nonprofits organizations in 2024. The Importance of Web Hosting for Nonprofit Organizations Website hosting is the network environment where website data and files are stored so that they can be found on the internet. VPS — stands for Virtual Private Server.

Customer Support 62

Customer Support Management Technology Customer Experience 62

ShepHyken

MARCH 2, 2018

I recently came across an article where the author very aptly noted that “retail moves at the speed of culture.” But that same study established some other critically important points as it challenged certain myths associated with Millennials. – Shep Hyken. And all of this is absolutely correct, but the picture is far more nuanced.

Sales 198

Sales Employee engagement Technology Customer Experience 198

CCNG

MAY 31, 2023

Years later, I was working with a large BPO, leading an important holiday launch with a virtual/work-from-home team. The client was a Fortune 200 international company that had contracted us to answer technical support calls from customers. Thirty minutes later, as we sat down to the dinner table, the phone rang. It was my boss.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Nicereply

JUNE 5, 2023

How can you combine customer satisfaction metrics? In the world of customer support metrics, Customer Satisfaction (CSAT) is king. Teams of all sizes, stages, and industries measure CSAT to shed light on the quality of their support. It’s no wonder that it’s arguably the #1 support metric.

Metrics 98

Metrics Calibration Education Customer Support 98

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Customers now also expect to have choices….

Self service 58

Self service Contact Center CRM Customer Support 58

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. Even before the pandemic, usage of QR codes increased by 96% between 2018 and 2020, highlighting its importance in this digital era. For instance, QR codes can effectively be implemented in customer service.

Customer Service 162

Customer Service Feedback Advertising Customer Experience 162

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 175

Customer Service Customer centricity Customer Experience Sales 175

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Upselling Accountability SaaS 89

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

APIs 99

APIs Technology Banking Customer centricity 99

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. An incredible 99% agreed that it is ‘at least somewhat important’. Read more Report 1. This comes as no surprise to us.

Chatbots 74

Chatbots Surveys Education Wait times 74

Nicereply

MAY 4, 2022

Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. Let’s find out!

Best practices 98

Best practices Self service Sales Surveys 98

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Today’s customers expect fast support at any time of day.

Chatbots 82

Chatbots Customer Service Wait times Sales 82

AWS Machine Learning

OCTOBER 10, 2023

Today, we’re excited to announce that the OpenAI Whisper foundation model is available for customers using Amazon SageMaker JumpStart. As a SageMaker JumpStart model hub customer, you can use ASR without having to maintain the model script outside of the SageMaker SDK. You can also try these models using a test UI widget.

APIs 91

APIs Scripts Metrics Accountability 91

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Response speed.

Customer Experience 86

Customer Experience CRM Chatbots Sales 86

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Hodusoft

JUNE 8, 2022

Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. There’s no denying that call centers are complex operating environments and their primary goal is to deliver an outstanding customer experience.

Call Center 98

Call Center Metrics Abandon rate call center software 98

Nicereply

DECEMBER 28, 2021

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

AWS Machine Learning

MARCH 3, 2023

Companies across industries apply ML to use cases such as predicting customer churn, demand forecasting, credit scoring, predicting late shipments, and improving manufacturing quality. Training machine learning models SageMaker Canvas offers two methods to train ML models without writing code: Quick build and Standard build.

Benchmark 75

Benchmark Big data Banking Analytics 75

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Customer Experience 103

Customer Experience SaaS Best practices Surveys 103

OctopusTech

AUGUST 14, 2023

Website redesign services are a process of improving the visual appearance of different web pages and the user experience of a website to serve customers in a better form. Website redesign services are a process of improving the visual appearance of different web pages and the user experience of a website to serve customers in a better form.

Engineering 62

Engineering Sales Advertising Technology 62

Nicereply

APRIL 13, 2021

As customer support professionals, we’re not strangers to data and metrics. But data helps us do our jobs, and ultimately helps improve the customer experience. But data helps us do our jobs, and ultimately helps improve the customer experience. It seems we’re always measuring something. What is AHT?

Average Handle Time 98

Average Handle Time Metrics Contact Center Customer Support 98

Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. A positive customer service experience makes 94% of consumers more likely to purchase. With a higher value placed on customer service comes higher expectations too. In fact, 99% of customers believe that companies need to improve their support offering.

contact center solutions 52

contact center solutions Chatbots Contact Center Wait times 52

Nicereply

MAY 13, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. As part of an outsourcing company, Hannah Steiman , Chief Operating Officer at Peak Support , helps oversee many programs tackling this unfortunate problem. In Conversation with Hannah Steiman, Chief Operating Officer at Peak Support. Google Podcasts.

outsourcing 94

outsourcing Marketing Customer Experience 94

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Nicereply

JANUARY 4, 2022

It’s not that important what kind of business you do. Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Sounds easy, right?

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. At Vcare, we help clients get more out of their customer care channels, especially during the holidays.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74