ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 190

Government Customer Service B2B B2C 190

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. This causes longer average speed of answer and higher abandonment rates.

Management 195

Management Average Handle Time Self service First call resolution 195

ShepHyken

NOVEMBER 21, 2023

If it’s working fine, why mess with it? This is an excellent way to use a Journey Map. Zig Ziglar, the famous motivational speaker, used to tell a story of a little girl who asked her mom, “Why do we cut the end off the roast before we put it in the oven?” Most airlines put passengers in groups and call them in order.

Airlines 207

Airlines Journey mapping Morale Customer Service 207

ShepHyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Shep Hyken is a customer service and experience expert,? Why is human-centered AI important?

Real estate 347

Real estate Self service Customer Service Technology 347

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. AI will determine why a customer booked a flight. This year has been the year of AI. Was it for a wedding? A vacation?

Airlines 221

Airlines Self service Call Center Personalization 221

Beyond Philosophy

FEBRUARY 1, 2024

When grocery bills look like what people used to pay for car payments and car payments look like what people used to spend on mortgages, people don’t have as much to spend. Customers Don’t Always Know What They Want, But Their Answers Say a Lot Another common mistake is trusting customer answers to give you the proper results.

Surveys 195

Surveys Self service Marketing Feedback 195

ShepHyken

JULY 19, 2022

Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Top Takeaways: Customers who love using your products can be great resources to answer questions, resolve issues, and share experiences. How does the GigCX work?

Contact Center 313

Contact Center Customer Support Customer Service Customer Experience 313

Beyond Philosophy

JULY 8, 2023

While it successfully identified customers likely to churn, it fell short in explaining why they were leaving. It’s akin to Deep Thought from The Hitchhiker’s Guide to the Galaxy revealing that the answer to life, the universe, and everything is 42. The outcome resembles the ambiguous answer of 42.

Technology 195

Technology Customer Experience 195

ShepHyken

OCTOBER 1, 2021

He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. Understanding the Automated Customer Service From Scratch . What is Automated Customer Service? . It helps your business to become a 24×7 service provider.

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. These bots can do more than just answer simple questions; they can also hold a conversation. Can these chatbots really help improve customer service? Why not try asking ChatGPT or Google Bard? And if so, how?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

AWS Machine Learning

APRIL 24, 2024

In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning. To increase training samples for better learning, we also used another LLM to generate feedback scores.

Engineering 96

Engineering Feedback Construction Analytics 96

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. Why is it good? Why should it be implemented? And why should anyone spend money on it? . New Software Makes Customer Service Department More Productive While Saving Money .

Customer Service 302

Customer Service Customer Experience 302

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Shep Hyken is a customer service and experience expert,?

Upselling 301

Upselling Self service Best practices Customer Support 301

ShepHyken

JUNE 1, 2022

The word narcissism is seldom used in a positive way. Feedback narcissism is when a company – or employee in a company – is accumulating ratings and reviews to feel good about itself versus using the feedback to improve the experience for the customer. The answers to these questions are why you want feedback.

Feedback 319

Feedback Customer Experience Personalization Customer Service 319

ShepHyken

APRIL 15, 2020

If you are like me, the moment I heard Dan’s example I was already thinking about where I can use this principle. Recently, one of our Shepard Letter subscribers shared an example of what they use instead of the traditional music when a customer is put on hold. For example, “Why is home plate-shaped the way it is?”

Entertainment 350

Entertainment Customer Experience Customer Service Employee engagement 350

TechSee

JANUARY 29, 2024

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology. Quality Assurance: LLMs are incredibly complex black boxes.

Enterprise 124

Enterprise Contact Center Technology Wait times 124

ShepHyken

MAY 27, 2020

In other words, it’s the gap between the answer the customer received the first time they asked and the answer they should have received. They give you an answer, but you find yourself having to reach out again—only to find out there was more to the answer than what they originally told you. This may have happened to you.

Customer Service 319

Customer Service Customer Support Customer Experience 319

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. When the customer uses the word always followed by something positive, you are creating a predictable experience, and even more important, you are operating in the zone of amazement. Discuss your answers to the questions above.

Customer Service 403

Customer Service Customer Experience Personalization 403

ShepHyken

APRIL 28, 2021

This is why some companies get a bad rap! This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. But you knew that, and let’s all assume the customer service agent knew it, too.

Scripts 435

Scripts Transportation Customer Support Customer Service 435

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important. Consider this: .

Personalization 431

Personalization Airlines Customer Experience Surveys 431

ShepHyken

FEBRUARY 1, 2022

How to Make It Easy for Customers to Find Answers. Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers.

Average Handle Time 173

Average Handle Time Chatbots Self service Customer Support 173

delighted

FEBRUARY 1, 2024

Multiple choice questions are used in almost every survey: their simplicity makes surveying easier for both creators and respondents. Multiple choice questions ask respondents to choose from one or more options from a list of provided answers. Multiple select questions give respondents the ability to select more than one answer.

Surveys 86

Surveys Advertising Customer effort Best practices 86

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The same holds true across the sales-service continuum.

Personalization 107

Personalization Sales Scripts Contact Center 107

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

TechSee

SEPTEMBER 28, 2023

However, using ChatGPT is like using MS-DOS. If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it? In August 2023, we fielded a new study to answer this question.

Surveys 124

Surveys Chatbots Education Customer Support 124

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. In this video, Carlos imparts his knowledge gained through extensive experience in market research and product/service design – giving you all the tips needed for successful survey creation!

Best practices 157

Best practices Surveys Metrics Construction 157

AWS Machine Learning

NOVEMBER 2, 2023

When students provide answers, the solution provides real-time assessments and offers personalized feedback and guidance for students to improve their answers. Solution overview The following diagram shows the resources and services used in the solution. The solution runs as a scalable service.

APIs 101

APIs Education Transportation Accountability 101

Nicereply

MARCH 20, 2024

Using the right questions in your surveys is essential if you want to get reliable data and honest opinions from your customers. There is no use for your company in obtaining untrue answers; in fact, it could even be counterproductive. A leading question is a question that nudges the respondent toward a particular answer.

Surveys 52

Surveys Feedback Personalization Customer Service 52

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.

Customer Service 98

Customer Service Multichannel Banking Marketing 98

Fonolo

JANUARY 31, 2024

Why is call abandonment still a thing? You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. No kidding, right?

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. This is why QnABot also integrates with any other LLM using an AWS Lambda function that you provide.

Self service 100

Self service APIs Transportation Contact Center 100

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise. The result?

Customer Service 84

Customer Service Chatbots Analytics Big data 84

delighted

MAY 26, 2023

In this post, we’ll explain what open-ended questions are, the difference between closed and open-ended questions (including when to use both), and examples of open-ended questions to use in your surveys. Open-ended questions begin with “why,” “how,” or “what” and require the respondent to provide more than a single-word answer.

Surveys 89

Surveys Feedback Best practices Marketing 89

ProProfs Blog

JANUARY 18, 2022

This question format is so popular that you must have answered a rating scale question yourself — think about the time when you had to rate your UBER driver or when you checked for “star ratings” before buying your favorite pair of jeans online. Their likelihood of recommending a product/service. Why Should You Use a Rating Scale?

Surveys 142

Surveys Best practices Feedback Customer Service 142

Call Experts

MARCH 10, 2022

This situation is too common, and you can solve it by hiring an answering service. To avoid damage to their businesses, more and more companies are turning to answering service and contact center solutions. . Answering service solutions optimize communications throughout your organization and increase productivity.

Answering services 98

Answering services Contact Center Telecommunications Call Center 98