Nicereply

MARCH 7, 2021

Learn how automation and AI let you be more personal with customers and not sound like a robot. In this brand new ebook by Front and Nicereply, we’ll walk you through the basics of support automation, its limitations, and examples of how you can use it today. We’re no stranger to automation if you think about it.

Customer Support 52

Customer Support Personalization Customer Service 52

kommunicate

AUGUST 30, 2018

Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. Having said that, customer support is sometimes the only criteria that separate you from your competitors.

Chatbots 75

Chatbots Customer Support Accountability Management 75

CCNG

FEBRUARY 21, 2024

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center).

Technology 195

Technology Customer Service Virtual Agent Self service 195

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

B2B 266

B2B Customer Support CRM B2C 266

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. for customer service.

CRM 235

CRM Best practices Customer Service Metrics 235

JustCall

SEPTEMBER 15, 2019

In a rapidly changing world, customers of today’s companies expect up-to-date and accurate information at all times. Ensuring 24/7 instant support & replies to customer queries is not an easy task. As a business you have to build a complete support process which includes hiring and training an army of agents.

Customer Support 59

Customer Support Banking Real estate Accountability 59

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. The answer is as obvious as it is overlooked: improve customer service.

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Support Tickets and CRM Management. Email and Phone Support.

CRM 235

CRM Enterprise Benchmark outsourcing 235

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. So, how is AI changing customer experience?

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. Then there’s the whole Veruca Salt syndrome. Get creative!

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers Demand Immediate Connection. How to Connect the Right Way.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ShepHyken

JUNE 28, 2019

But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. The question is, can everybody do a job a little bit harder than the one they’re doing now?”

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”.

Advertising 270

Advertising B2B Employee engagement CRM 270

Relay Blog

NOVEMBER 13, 2018

The robots are coming – and they’re raising the bar for customer support experiences. The post Customer Support Automation Statistics – 16 Facts, Figures, and Trends to Watch appeared first on Relay.

Customer Support 58

Customer Support 58

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 184

Self service Chatbots Personalization Interactive Voice Response 184

ShepHyken

OCTOBER 20, 2017

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken.

Enterprise 217

Enterprise Engineering APIs contact center solutions 217

ShepHyken

JUNE 8, 2018

Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. That’s Mor, who heads the Lightricks Support Team.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 232

Feedback Surveys Technical Support Personalization 232

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming 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. Addressing Customer Needs.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Probably not!

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. It’s a must-have.

Technology 229

Technology Customer Service Management CRM 229

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Customer Service 230

Customer Service B2B Chatbots Personalization 230

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Chatbots for Customers (31.0% Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

TechSee

JULY 28, 2023

Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-service in the electronics industry. AI-powered solutions, such as computer vision, play a pivotal role in enhancing support centers and self-service experiences.

Self service 206

Self service Customer centricity Technology Customer Support 206

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? Keep reading here to learn why.

Contact Center 52

Contact Center Morale Government Healthcare 52

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Chatbots 88

Chatbots Customer Service Personalization Feedback 88

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 82

Customer Service Coaching Education Best practices 82

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

NobelBiz

MARCH 24, 2022

When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. Some call queues additionally support dynamic agent connections.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 184

Customer Service Management Customer Experience Customer effort 184

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? Because that approach is not reflective of the customer’s overall experience. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. What is Automation? Automation is the use of technology to perform tasks without human intervention. Why Automate?

Customer Service 59

Customer Service B2B Service level Personalization 59