ShepHyken

JANUARY 28, 2019

(Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. My Comment: It’s been a while since an article about the balance between human and digital (bot) customer support has been on this list. The State of Bots in 2019: Successes and Failures by Astrid Monge.

Customer Service 241

Customer Service Customer Care Contact Center Customer Experience 241

ShepHyken

AUGUST 19, 2019

(ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Follow on Twitter: @Hyken.

Customer Service 291

Customer Service Chatbots Contact Center Metrics 291

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. My Comment: I like how AI (Artificial Intelligence) has been improving the customer experience. Do you want to keep your happy customers? Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words.

Journey mapping 246

Journey mapping Customer Service B2B Analytics 246

Contact Center Pipeline

MAY 21, 2019

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for. But when you can order tacos for the entire office with your phone, get a vibration in your pocket every time news breaks or even find a date by swiping on […].

Customer Support 159

Customer Support Contact Center Call Center 159

kommunicate

DECEMBER 19, 2023

A company that was founded a decade ago v/s a company that started in 2019. The post Kommunicate Vs Tidio: A Head-to-Head Comparison for Customer Support appeared first on Kommunicate Blog. The small guy taking on the big guns. A company of 180+ v/s a company of 32. Yup, we are talking [.]

Customer Support 52

Customer Support 52

ShepHyken

APRIL 15, 2019

Quora) The funny thing about customer service is that it’s not really changing that much. In 2019, customer service is still about listening, reacting, helping and being friendly. The only thing that is changing with customer support is technology. by Anastasiia Khlystova. Follow on Twitter: @Hyken.

Customer Service 216

Customer Service Chatbots Self service Customer Experience 216

ShepHyken

MAY 27, 2019

3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

ShepHyken

JUNE 10, 2019

My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

ShepHyken

JUNE 24, 2019

10 Examples of Great Customer Service by Nextiva. Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 281

Customer Service Customer Support Customer Experience 281

ShepHyken

SEPTEMBER 2, 2019

Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight. Debunking Automation Myths In Customer Support by Anand Janefalkar . The author shares the strengths and weaknesses of each. Follow on Twitter: @Hyken.

Customer Service 211

Customer Service Customer Experience Customer Support Surveys 211

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

HelpCrunch

JANUARY 25, 2019

If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ]. The post What does customer service mean to you in 2019?

Customer Service 115

Customer Service Customer Support Sales Marketing 115

TeamSupport

JANUARY 20, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. One example comes from the customer support manager at TeamSupport customer, OmniFund.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

ShepHyken

FEBRUARY 11, 2019

I believe there must be a balance between digital-to-human and human-to-human customer support. When it comes to conversation, I like using AI for pushing information to the customer (such as when your order ships, where it is, etc.). 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak.

Chief Customer Officer 142

Chief Customer Officer Customer Service Feedback Customer Experience 142

Fonolo

JANUARY 31, 2019

We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. Chapter I – 2019: A Voice Odyssey. The Bionic Agent.

Customer Service 93

Customer Service Chatbots Interactive Voice Response Banking 93

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. When: April 7-10, 2019. An added bonus?

Customer Service 108

Customer Service Contact Center Engineering Education 108

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. But is that all you aim to offer in 2019 too?

Customer Service 116

Customer Service Multichannel Self service Scripts 116

Squelch

DECEMBER 17, 2019

December 17, 2019 – Squelch, Inc. , the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards.

Upselling 80

Upselling SaaS Best practices Customer Support 80

Fonolo

DECEMBER 11, 2019

This year, some big surprises: Virgin Media, Verizon, and United Airlines are among the top culprits in the annual list of The Worst Companies to Call in 2019. Bethy Brown (@bethyyb) December 4, 2019. Tara Williamson (@WilliamsonTara) December 4, 2019. Tara Williamson (@WilliamsonTara) December 4, 2019.

Airlines 67

Airlines Telecommunications Wait times Banking 67

Zingtree

JANUARY 16, 2019

In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Among 23 fantastic pieces of insight for any size of call center or support team, we pulled out 7 of our favorites.

Call Center 79

Call Center Construction Self service Scripts 79

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

Self service 95

Self service Telecommunications Healthcare Analytics 95

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Voiance

JANUARY 9, 2019

IT providers tend to field a lot of customer support calls; IT seems complicated to outsiders, and that leads to questions. And in 2019, it’s likely that many of those questions won’t be in English.

Customer Support 57

Customer Support Average Handle Time 57

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Customer Support 82

Customer Support Customer Service Customer Experience 82

kommunicate

DECEMBER 5, 2019

In the month of November, while everyone was busy on thanksgiving, our team was hustling to add some cool features to your favorite customer support tool. The post Here’s What’s New from November 2019|Kommunicate Product Updates appeared first on Kommunicate Blog. Web App Bot analytics [.].

Analytics 52

Analytics Customer Support 52

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Customer Support 78

Customer Support Customer Service Customer Experience 78

Customer Service Life

FEBRUARY 4, 2019

While automation continues to grab headlines in a variety of industries, there’s plenty of innovation happening in this space in other key areas that can improve your customer and agent experience – and in some cases, you’ll see gains in both quality AND efficiency – a rare win-win. Integrate Slack with support tools.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

kommunicate

JUNE 5, 2019

Our team is working hard each and every day to bring the best customer support software experience to you. The post Here’s What’s New from May 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog. If you have missed April release updates, read here. Web App Welcome messages [.].

Customer Support 53

Customer Support 53

Talkdesk

APRIL 28, 2020

The airline operates more than 2,500 weekly flights and had 16 million passengers in 2019. Grounded with an inflexible and unreliable on-premises system, TAP Air Portugal sought a scalable cloud solution it could depend on to provide an outstanding customer experience. Discover our offer for travel and hospitality.

Customer Support 64

Customer Support Airlines Cloud contact contact center solutions 64

Squelch

OCTOBER 25, 2019

The Squelch team recently traveled to Las Vegas where it co-sponsored the three-day Technology & Services World (TSW) 2019 conference and expo. TSW 2019 took place on October 21-23 at ARIA Resort & Casino on the famous Vegas strip. The post Highlights from TSW Las Vegas 2019 appeared first on Squelch. Top TSW Learnings.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

Guru

MAY 28, 2019

One of our favorite things about Empower 2019 was how our speakers were focused on customer experience. If your company isn’t focused on the customer experience at every level, you might as well throw your revenue goals out the window.

Customer Experience 51

Customer Experience Customer Support 51

Whitepages Pro

MARCH 27, 2019

Petra Hielkema, division director for payments and markets infrastructure at the Netherlands’ De Nederlandsche Bank, talks PSD2 enforcement in a country where high-tech payments and customer support are already the norm. Open baking and customer trust. News and Trends. Adyen launches direct-to-merchant payments for open banking.

Banking 40

Banking Customer Support Marketing 40

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.

Contact Center 57

Contact Center Education Call Center Customer retention 57

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! By Rachael Needham.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273