ShepHyken

MAY 3, 2019

CX for Busy Lives. When considering why convenience has become a key differentiator, the answer is right in our faces: We all have busy lives; we’re all pulled in multiple directions all day long. The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken.

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. He and his team share tips about customer service and communication on the Userlike Blog. Element #1: Fast.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

ShepHyken

NOVEMBER 16, 2018

Nearly everyone is living two lives, an energetic online life, and an exhausting disconnected one. Social networking sites and live chat puts you directly before your customer; you can’t forfeit your customer to keep up your brand position. How and why has technology changed the way consumers behave?

Technology 238

Technology Chief Customer Officer Education Big data 238

ShepHyken

JUNE 16, 2017

We live in a digital world. Self-service, web chat and chat bots gain in popularity. While web chat is suited to simple information exchange, and self-service is ideal for transactional commerce, not all customer interactions are so straightforward. Shep Hyken. But which customer service medium is the most effective?

Customer Service 211

Customer Service Self service Personalization Technology 211

ShepHyken

DECEMBER 6, 2019

Live chat and co-browsing are two such solutions when used in combination can enable good and well-trained support agents to deliver the fast and personal support customers are looking for. Instead of wasting precious time asking what went wrong, agents will have the tools to help and guide customers right away. Here is how.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

NOVEMBER 30, 2018

Are the tools easy to use? This knowledge will, in turn, allow you to optimize backend tools and technologies. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. The advantages of live chat 1.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. He and his team share tips about customer service and communication on the Userlike Blog. Element #1: Fast.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Having a full account of historical information and tools to help you get insight from it lets you tune your operations to provide intimate customer experiences.

Customer Service 226

Customer Service Contact Center Technology Big data 226

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. And while few ‘zero out’ to an agent right away these days, when they do request a live person, they expect an efficient experience.

Contact Center 122

Contact Center Self service Analytics Banking 122

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Live chat for immediate, real-time engagement Implementing live chat on government websites allows for immediate communication between citizens and government representatives.

Government 75

Government Chatbots Self service Wait times 75

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

ProProfs Blog

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Why Handling Multiple Chats is a Challenge. Previous chat history (if any).

Wait times 141

Wait times Management Customer Support Customer Service 141

ProProfs Blog

AUGUST 14, 2020

And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. 5 Ways to Optimize Customer Journeys Using Live Chat. Tweet this.

Analytics 174

Analytics B2B Education Feedback 174

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Intelligent live chat communication Live chat is more than just a convenient and fast communication channel for customers; it’s a goldmine for personalization.

Personalization 69

Personalization Chatbots Surveys Engineering 69

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Consumers of higher-end products are more hands-on and want the most comprehensive automated tools possible, while consumers of mid-range to lower-end products generally prefer voice-based services for support. .

Self service 58

Self service Contact Center CRM Customer Support 58

kommunicate

JUNE 24, 2021

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than contact forms or communicating through emails. In this post, we will see how you can add a live chat to Blogger.

97

97

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. But simply adding live chat to your website won’t be enough. How Can Live Chat Help During the Holidays? Let’s get started.

Management 147

Management Chatbots Sales Upselling 147

OctopusTech

JULY 31, 2023

As competition heats up, businesses choose live chat outsourcing method to attempt to separate from the crowd and create genuine connections with their customers. Live chat has emerged as a game changer in this environment, enabling firms to build real-time, individualized connections with website visitors and potential customers.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

Nicereply

MARCH 30, 2022

Every brand aspires to create an impact in its customers’ lives. In this article, you will learn how to improve customer service thanks to live chat knowledge base. Live chat is a web-based communication channel that business organizations use to communicate with their customers in real-time through messaging.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

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.

Chatbots 59

Chatbots B2B SaaS B2C 59

Quiq

JULY 22, 2022

Are you using live chat at every touchpoint? Many businesses see live chat, also known as web chat, as just another tool for your customer support center. But live chat is so much more than that. Let’s take a look at how you can use live chat at every stage of the customer journey.

Chatbots 85

Chatbots Journey mapping Customer retention Advertising 85

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Why Contact Centers Need Live Chat.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations.

Best practices 97

Best practices Customer Service Abandon rate Benchmark 97

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. What is Live Chat?

Customer Support 124

Customer Support Marketing Sales Wait times 124

ProProfs Blog

OCTOBER 16, 2020

We’ve seen live chat in action as the customer service and support tool. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel. Live Chat Sales Funnel: How it Works. But things can be different with a live chat sales funnel.

Sales 148

Sales CRM Abandon rate Marketing 148

Comm100

MARCH 21, 2023

Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. Live chat software has become increasingly popular within customer service, and for good reason. Chatbots take this self-service to another level.

Customer Service 67

Customer Service Chatbots Self service Surveys 67

ProProfs Blog

FEBRUARY 21, 2020

I love using live chat because it’s simple, easy, and helps me get a solution instantly. Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. The tool leaves no room for complaints. Skipping Peak Chat Times.

CRM 165

CRM Personalization Customer Support Feedback 165

Nicereply

SEPTEMBER 28, 2021

As part of that commitment, support teams delivering stellar support to their customers rely on a collection of tools. That list of tools includes everything from the ticketing system that allows teams to access a shared email inbox all the way to an enterprise-level, cloud-based call center. Best for: All-in-one help desk tool.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. And while few ‘zero out’ to an agent right away these days, when they do request a live person, they expect an efficient experience.

Contact Center 52

Contact Center Self service Analytics Banking 52

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce. Let’s explore what forms that technology can take.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

ProProfs Blog

NOVEMBER 29, 2019

And keeping these expectations in mind, many business owners have integrated a live chat software on their website. While these reasons are sufficient to convince people about the use of live chat software , some still seek validation. Live Chat Statistics 2020: 40+ Live Chat Facts.

Wait times 135

Wait times Customer Support Transportation Sales 135

TeamSupport

JANUARY 22, 2024

One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Automation is the use of technology to perform tasks without human intervention.

Customer Service 59

Customer Service B2B Service level Personalization 59

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! As more cross-functional partners and their functional tools and data are integrated into CS software and the Totango ecosystem, this scaled motion of support becomes even more pertinent. Shawn White, Sr. Vice President of Global Customer Success at Dynatrace.

Enterprise 113

Enterprise Education Best practices Customer retention 113