services Customer Support Related Topics 
ShepHyken
JANUARY 8, 2024
What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks? How can AI help agents focus on high-value tasks in customer service?
ShepHyken
MARCH 7, 2018
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. They’re your front line for your customers.
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CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.
ShepHyken
JUNE 26, 2019
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Fix it before it’s a problem.
Speaker: Kristina Evey, Customer Experience Expert and Consultant
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
ShepHyken
JULY 3, 2019
Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The company reaches out to the customer before the customer has a chance to reach out to the company. The concept is simple.
ShepHyken
OCTOBER 2, 2023
Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. What are some common challenges companies face when scaling their customer service organization?
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Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. And as we've turned to tech to solve our customer support problems, our internal service providers have fallen into disrepair.
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