ShepHyken

DECEMBER 4, 2017

This is an opportunity for an increase in sales, but if not handled well can be frustrating for customers. This short article has five customer service tips on how to deal with the holiday rush – or any other busy time. Forget Happiness, This Is the Top Emotion for Customer Support by Jeff Toister.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

ShepHyken

OCTOBER 16, 2017

My Comment: The companies that use AI (Artificial Intelligence) effectively have figured out an important part of the AI customer experience. Customers will accept an AI customer support alternative as long as they can quickly and conveniently (and sometimes invisibly) switch to a live person. Follow on Twitter: @Hyken.

Customer Service 194

Customer Service Marketing Customer Experience Sales 194

ShepHyken

APRIL 17, 2017

My Comment: Many brands track social media posts to respond to complaints and customer support issues. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of April 17, 2017 appeared first on Shep Hyken.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

OCTOBER 2, 2017

In the next three to five years alone, chatbots will become nearly ubiquitous, and work seamlessly with human customer support agents to provide customers with efficient, personalized responses. My Comment: What will the future of customer service look like? Today we’re getting a glimpse of the future.

Journey mapping 208

Journey mapping Customer Service Customer centricity Chatbots 208

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. This is a short article about how to apologize. It’s simple.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

Nicereply

FEBRUARY 1, 2022

When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Ticket Volume. Ticket Backlog.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. PwC, 2017). Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Retail Customer Support: Big Box vs. Mailbox. Which retailers are ‘killing it’ right now?

Customer Support 40

Customer Support Entertainment Customer advocacy Customer centricity 40

ShepHyken

SEPTEMBER 4, 2017

One of the leading trends in customer service is a much stronger emphasis on visual support methods. My Comment: This short article is about using visuals like screen sharing and video to support customers. I love using video as a way to deliver a great self-service customer support solution.

Customer Service 160

Customer Service Benchmark Customer Care Finance 160

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch. “I

Self service 80

Self service outsourcing Customer centricity Customer Service 80

Solvvy

SEPTEMBER 20, 2022

You can also use your customer satisfaction (CSAT) score , Net Promoter Score®, and customer retention as indicators of how well your customer support processes meet your client’s expectations. In addition, talk to your customer support team agents on the front lines to learn about their pain points.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Nexmo

AUGUST 15, 2018

For many years, companies with global customer support operations could only dream of conducting voice communications with their customers directly through their web browsers. Since mid-2017, however, all major web browsers, […]. Since mid-2017, however, all major web browsers, […].

Customer Support 91

Customer Support Technology CRM Contact Center 91

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Customer Support Metrics Technology 86

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). Connect with influencers at events like Dreamforce and The Customer Focus Effect. 2017 Top 124. SALESFORCE INFLUENCERS Specializing in Customer Engagement – Download the Digital Asset Here. Jason Summers , Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

Provide Support

OCTOBER 20, 2017

Social Media Customer Support Secrets. It is no longer a secret that social media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017.

Customer Support 64

Customer Support Surveys 64

Customer Service Life

MARCH 24, 2018

Second, I hate to say it, but if you work in contact centers long enough and read enough books and blogs about wowing your customers, it all starts to sound the same — becoming challenging to uncover those nuggets of wisdom that enrich the experience for you and your customers. So what did I do to come up with three lessons for 2017?

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. Varun Shoor, Founder.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

ShepHyken

NOVEMBER 14, 2016

My Comment: Here is some interesting info on customer support. The bottom line is that customers don’t like to wait, they want quicker response, and while the phone is still the most popular way to get support, customers are going to go online before they turn to the phones. Where customers go, service follows.

Customer Service 319

Customer Service Customer Care Contact Center Customer Support 319

Talkdesk

DECEMBER 13, 2016

There are other customer heroes like you. There are other people who thrive in the thankless work of assisting customers thoroughly and promptly. Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. Location : Regency Center in San Francisco.

Multichannel 40

Multichannel Customer Support Customer Experience Personalization 40

NICE inContact

MARCH 23, 2017

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So What Does this Mean?

Contact Center 52

Contact Center Customer Experience Customer Support Management 52

Return Customer

JULY 25, 2018

Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere. In addition, 97.6%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

CSM Magazine

SEPTEMBER 16, 2022

Rama has led the company through its initial inception, launch, and subsequent growth to several million video support minutes per month. Major customers include BMW, Sealy, Fedex, and Rogers telecommunications. Before founding Blitzz in 2017, Rama spent several years working as a scientist and educator.

Customer Support 52

Customer Support Telecommunications Engineering Customer Care 52

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition.

B2B 57

B2B SaaS Accountability Customer Support 57

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design. Here’s more information on one of the videos available in this library.

Engineering 40

Engineering Customer centricity Customer Support Feedback 40

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. © 2003 - 2016 Provide Support LLC.

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

Big data 40

Big data Metrics Customer centricity Feedback 40

ShepHyken

AUGUST 7, 2017

They are becoming more and more important in customer support and marketing. They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. My Comment: Chatbots are a hot topic.

Customer Service 147

Customer Service Chatbots Customer Care B2B 147

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch. “I

Self service 40

Self service outsourcing Customer centricity Customer Service 40

Vonage

FEBRUARY 23, 2017

From there, you can start conversations that allows you to connect with your customers in a way that adds value. Consumers expect self-service customer support options. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. Share your thoughts below.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. To see this video and more like it, visit the Opentalk 2017 video library by clicking the button below.

Self service 40

Self service Customer centricity Feedback Metrics 40

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

ShepHyken

NOVEMBER 4, 2022

BPOs not only help you win customers, but they are a proven method of generating revenue as well. In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Let us look at six ways in which BPOs can increase customer experience for your business. .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162