ShepHyken

APRIL 26, 2021

My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. Brian Solis has a compelling article about this very topic. Think about that!

Customer Service 339

Customer Service First call resolution Contact Center Engineering 339

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. My Comment: While the title of this article indicates a focus on privacy, there are several other topics in the article worth paying attention to.

Customer Service 150

Customer Service Advertising Chatbots Self service 150

ShepHyken

JULY 17, 2023

Using regression analysis, they pinpointed the five most important factors in creating a better employee experience: mutual trust, C-suite accountability, alignment of employee values and company vision, recognizing success, and seamless technology. He answered questions about how ChatGPT will play a defining role in the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Support 52

Customer Support Education Metrics Accountability 52

TeamSupport

MAY 1, 2020

So, how can businesses make the most of video technology to improve their customer support and operations? Here are four ways: 1) Save time by showing solutions instead of telling – Support interactions have traditionally happened on two channels in the past: email and phone.

Customer Support 71

Customer Support Technology Upselling Sales 71

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. Performance Measurement.

Customer Support 59

Customer Support B2C B2B Surveys 59

ShepHyken

NOVEMBER 6, 2023

Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. I have a concept I refer to as the Speed To Happiness.

Customer Service 168

Customer Service Self service Surveys Contact Center 168

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Understand business growth.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Understand business growth.

Analytics 52

Analytics Sales Customer Support Benchmark 52

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. Performance Measurement.

Customer Support 54

Customer Support B2C B2B Surveys 54

ShepHyken

FEBRUARY 25, 2024

This has a nice description of how AI will make customer service better. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This short article hits some of the high points of why creating obsessed customers is a good strategy.

Customer Service 155

Customer Service Customer advocacy Average Handle Time Customer centricity 155

ShepHyken

OCTOBER 18, 2017

If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer.

Customer Service 401

Customer Service Metrics Customer Support Customer Experience 401

Vonage

MARCH 26, 2018

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.

Customer Support 65

Customer Support Feedback Sales Surveys 65

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. Performance Measurement.

Customer Support 48

Customer Support B2C B2B Surveys 48

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple. and the United Nations.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Nicereply

JUNE 24, 2019

Give your support people opportunities to explore things that they are curious about, and help them get breaths of fresh air in the form of taking breaks or switching to a different task temporarily. Friendly customer service representatives drive as much commitment to your brand as cheap prices and delightful marketing.

Customer Support 81

Customer Support Construction APIs Engineering 81

ShepHyken

MAY 17, 2021

(Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints.

Customer Service 202

Customer Service Customer retention Marketing Sales 202

ShepHyken

MAY 18, 2020

This is an interview of three customer success executives discussing the always-important topic of customer retention. 4 Good Reasons to Stop Email-Based Customer Support by Jeremy Watkin. (8×8) 4 Good Reasons to Stop Email-Based Customer Support by Jeremy Watkin. (8×8)

Customer Service 235

Customer Service Customer retention Banking Customer Support 235

ShepHyken

AUGUST 6, 2023

Ways to Maximize Customer Happiness & Satisfaction by AppleMagazine (AppleMagazine) Making your customers happy should be your business’s number one priority. Happy and satisfied customers mean that you can maintain regular sales and profit, which can help you maintain success.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

JANUARY 1, 2018

Moneyish) Companies are advertising for tech, sales and customer service jobs with quirky sounding job titles. My Comment: This article falls on the topic of your company’s culture. The article is short but will give you some insight into a company whose success depends on creating one of the ultimate customer experiences.

Customer Service 0

Customer Service Advertising Customer Support Marketing 0

Fonolo

NOVEMBER 26, 2020

However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are. Why EQ is Important for Customer Support Agents.

Contact Center 167

Contact Center Call Center Chatbots Customer Support 167

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Alexa Lemzy is the Customer Support &?Content

Customer Service 336

Customer Service Morale Management Customer Support 336

Creative Virtual

APRIL 16, 2020

Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. In this way, the retail bank was really successful in promoting their active ownership of the situation at an early stage.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

COPC

APRIL 1, 2024

These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support. Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. How can businesses position themselves for success when the future is so uncertain? AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Lumoa

APRIL 28, 2024

Additionally, Lumoa focuses on core features to ensure that your customer feels seen, heard, and understood. You can calculate exactly how much different topics impact your KPI (e.g. You will spend a lot of time talking to your Customer Support team to do surveys, make changes in your dashboard, or customize your reports.

Feedback 83

Feedback Consulting Consulting Enterprise 83

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Here’s an example: the world’s favorite marketplace – Amazon – has perfected this customer support “workflow.”.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Their customers? We know Apple’s global.

Feedback 157

Feedback Analytics Multichannel Surveys 157

ShepHyken

FEBRUARY 26, 2023

8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization.

Customer Service 156

Customer Service Call Center Customer retention Banking 156

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

CSM Magazine

FEBRUARY 16, 2024

The event will play host to a wide range of showcases from various businesses, each sharing solutions and technology focused on different aspects of customer experience management. One of the other main dimensions of the event is its lineup of speakers, coming from a range of multinational companies.

Contact Center 52

Contact Center Big data Call Center Technology 52

ShepHyken

SEPTEMBER 14, 2020

There are four initial potential cases that can generate criticism from customers: My Comment: I recently featured an article on criticism in the weekly Top Five roundup. Here’s another, and it takes the topic to a deeper level. Idea number one is that support should be a pleasure. Imagine that!

Customer Service 213

Customer Service B2B B2C Call Center 213

ShepHyken

OCTOBER 19, 2020

Sadly, most companies don’t fully tap into the potential of this cost-effective, successful way of engaging customers. My Comment: It is an enviable position to have customers who are willing to talk about you – and even write articles and testimonials about you. (CCW

Customer Service 193

Customer Service Chatbots Metrics Wait times 193

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. Unify your customer data to mitigate risks and identify opportunities.

B2B 98

B2B Upselling Coaching Customer Support 98

ShepHyken

JUNE 10, 2019

If you’re going to follow up the customer purchase with a survey, remember that the survey now becomes the last touch-point the customer experiences – make sure it doesn’t erode a good customer experience. So, here’s a great article on surveys that will help you gain more insights from your customers.

Customer Service 280

Customer Service Surveys Customer Experience Feedback 280

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Flavio Martins is the VP of Operations and Customer Support at DigiCert INC. Flavio Martins @ WinTheCustomer.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136