Top 20 Customer Service Blogs You Have to Read in 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. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Boost Business and Customer Loyalty With Multilingual Customer Service

ProProfs Blog

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone.

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Effort and Responsiveness in Customer Service Impacts Customer Loyalty

CSM Magazine

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty.

Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. Customer Service Articles

Utilita Deploys Thoughtonomy Digital Workers to Enhance Customer Service

CSM Magazine

The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities. Customer Service Articles

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Customer Service Technology Trends for the 2020s


The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. . But what impact are new technologies likely to have on the customer experience over the coming decade? .

Important Customer Service Statistics You Need to Know

bold360 Blog

Sure, you know the importance of customer service. One look at customer service statistics and it’s clear that consumer expectations when it comes to service aren’t just rising—they’re skyrocketing. If you want to stay competitive, it’s critical to step up your customer service game. Because today’s customers aren’t just comparison shopping when it comes to what you sell; they’re looking at how you sell it.

Why is customer service constantly so bad in the UK?


Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. Customer satisfaction in the UK is at its lowest level since July 2010.

5 Top Customer Service Articles For the Week of January 27, 2020


Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. Biometrics – A new normal for customer experience by Sarah Amundsson.

6 Social Customer Service Best Practices for any Business


Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. Pick the Right Social Media Channel to Address Your Customers.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

From Zero to $5 Billion Powered by Customer Service Experience

Win the Customer

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank’s customer experience speaks for itself.

The 3 Biggest Customer Experience Game Changers of the Last Decade

Customers That Stick

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Customer Service Blog

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience


This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. How You Can Utilize Chatbots to Guide Your Customers.

5 Fascinating CX Predictions to Inform Your 2019 CX Strategy


2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster.

Top 5 Customer Service Myths [Infographics]

Provide Support

What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy. When our customers complain they tell us what exactly is wrong and help to make our products and services better.

The history of the search engine: from index cards to the AI chatbot


The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. How did people find answers before the internet?

10 Signs of a Company That Really Cares About Customers

Provide Support

10 Signs of a Company That Really Cares About Customers. Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Articles customer care customer service

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

AI Will Change the Service Game, Eventually

DMG Consulting

AI Will Change the Service Game, Eventually. For example, how can it be that many of the largest financial services companies in the world are still dependent on computer systems that were built between 1960 and 1980 and for which there are few available maintenance resources? SERVICE TAKES CENTER STAGE. In the 45 years between 1970 and 2015, this service function was considered primarily a “cost” to be borne. 2/27/2020. By Donna Fluss.

Gamification Is No Longer a Buzzword


The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.

United Utilities’ Service Recovery Team Wins Awards Hat-Trick

CSM Magazine

United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March. Sally Ainsworth, head of service recovery, said: “This fantastic news is a result of us picking up the phone, listening, building rapport and then resolving customers’ complaints.

Evolution of the support rep: from outsourced to in-office


The customer support rep role has travelled the world and back. The birth of mainstream outsourcing: 2000 – 2010. Customer service was one of these areas. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN.

Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them


Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too.

Service with a Smile

Ann Michaels and Associates

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. .

4 Priorities of a Successful Omnichannel Brand


These days, omnichannel is a golden term in the customer experience industry. Offering multiple channels for service is really just the start. Truly successful omnichannel brands understand that customers need a great experience no matter which channel they are using.

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D.,

How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). But today’s customer expects much more. When it comes to providing that kind of experience, the best place to start is with customer communications.

2019 Customer Experience Trends

The Center for Client Retention

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals.

Securing the Future of High Street Retail

CSM Magazine

Lower overheads mean that eCommerce retailers can provide lower prices for customers – and who hasn’t seen an item while shopping and then searched for a better price online? Customers expect an omnichannel experience, and that means using technology to put the customer first.

Banks Come out on Top with Customers: What Can Others Learn?

CSM Magazine

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The banking industry has been forced to adapt to a new way of operating, putting the customer journey before anything else.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but You bet.

How to Measure Customer Experience: CSat, NPS and More


This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times.

Best Practices for Proactive Live Chat


When the live chat going gets tough you might think to yourself, what do customers truly expect from me? The faster you reach out to a customer, the faster you learn what’s holding up a sale or what’s preventing customer satisfaction. Give customers time to navigate the site.

Get out of the Queue: Drive Your CX with Attribute Matching


At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). Just consider that 70% of buying experiences are now based on how customers feel they are being treated. Every customer is familiar with the call queue.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

As a result, efficiency measurements such as AHT, Service Level, Occupancy Rate, Average Speed of Answer (ASA) and Calls per hour became the necessary indicators to operate any given Call Center. AHT became the main indicator when managers realized its impact on Service Level, staff requirements, and the operating budget. The customers contact a Center to receive a desired service or product (from simple information to account maintenance to product ordering and billing issues).

Are you ready for the customer-led economy?


Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. With a smartphone in every pocket, the customer-led economy is here – but are you ready? Personalised, multi-channel service.