ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy.

Customer Service 247

Customer Service Customer Care Contact Center Customer Experience 247

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. My Comment: You want happy customers? Do you want to keep your happy customers? These are the ways great companies are getting their customers to return again and again.

Journey mapping 252

Journey mapping Customer Service B2B Analytics 252

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Customer Service 280

Customer Service Surveys Customer Experience Feedback 280

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 220

Customer Service Chatbots Self service Customer Experience 220

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

DECEMBER 16, 2019

Forrester) I have just published a post sharing some of our marketing predictions for 2020. My Comment: Here’s another article that focuses on employee engagement, but this time on the front-line customer support agents. I found the 52 you like the most and sharing them once a week with everyone in your organization.

Customer Service 272

Customer Service Employee engagement Coaching Customer centricity 272

ShepHyken

FEBRUARY 11, 2019

It’s softening the edges that keep sales, marketing, and customer service operating in separate boxes. I believe there must be a balance between digital-to-human and human-to-human customer support. 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak. Follow on Twitter: @Hyken.

Chief Customer Officer 145

Chief Customer Officer Customer Service Feedback Customer Experience 145

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 Education Engineering 108

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

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

Fonolo

JANUARY 11, 2022

To help you get there, we’ve compiled a list of what we deem the most helpful call center management books on the market. Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (2019), Brad Cleveland . The Making of a Manager: What to Do When Everyone Looks to You (2019), Julie Zhuo.

Call Center 81

Call Center Marketing Management First call resolution 81

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. Experience Index: 2020 Digital Trends, 2019.

B2B 98

B2B Customer Support Coaching Metrics 98

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

ProProfs Blog

JUNE 14, 2019

23% of consumers seek face-to-face interactions for complicated customer service issues like troubleshooting. 57% of customers would rather contact companies via digital media such as email than use voice-based customer support. 74% of Americans have used the landline to contact customer service. American Express.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

ProProfs Blog

OCTOBER 31, 2018

drop in the company’s shares in pre-market trading. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important?

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. The need for competent customer support is growing.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. The global eCommerce market size was valued at 9.09 trillion dollars in 2019. DelightChat.

Customer Experience 229

Customer Experience SaaS Sales Marketing 229

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

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

JustCall

SEPTEMBER 8, 2019

In both external and internal environments, it is pivotal for a startup to enhance its growth in the market. Google Analytics is a beacon for measuring the success and reach of online marketing campaigns. It helps make sure that any marketing effort doesn’t go waste. Mailchimp for Email Marketing.

Multi-channel support 81

Multi-channel support Accountability Analytics CRM 81

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

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

Squelch

JULY 30, 2019

July 30, 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 named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

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. The future of open banking.

Banking 40

Banking Customer Support Marketing 40

JivoChat

FEBRUARY 13, 2022

Have you ever heard of AI marketing? Artificial intelligence has been often used to help improve marketing results, for example, through web analytics tools. What Is AI Marketing? It’s implemented, for example, to collect and analyze data, enabling us to make data-driven decisions and to build customer profiles. .

Marketing 52

Marketing Big data Analytics CRM 52

Creative Virtual

DECEMBER 11, 2019

By Mandy Reed, Global Head of Marketing. 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 !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

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. Triple Win: How Corporate Culture Can Benefit Success Teams, Customers, and the Bottom Line.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

REVE Chat Blog

OCTOBER 2, 2019

Looking deeper into this, implementing an effective customer engagement model is the foundation for every organization. Without that, it wouldn’t be possible for brands to not just grow but even survive in a competitive market. . 8 Powerful customer engagement strategies and ideas that actually work .

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

Customer Service Life

FEBRUARY 10, 2020

2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. Is email support still alive for your company or are other channels taking its place? Here’s the list: ProcedureFlow Top 30 Contact Center Influencers – June 2019.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

CX Accelerator

NOVEMBER 26, 2019

What a year 2019 has been, for the customer experience profession in general, and this community of professionals. Al Hopper , Customer Experience Manager for Black Rifle Coffee Company, shared that his team deployed a new chat platform that has reduced the need for live agents by 86%. Let’s face it; CX work is challenging.

Airlines 243

Airlines Contact Center Education Service level 243

JustCall

SEPTEMBER 15, 2019

But there is an issue with bots available in the market, you are supposed to use a bot app (like Intercom, Drift) to let users interact with it. We realized this shortcoming of current bot solutions in the market and built a non-UI dependent bot solution called SMS Bot. Latest update on Sep 16, 2019 by Aditi Bainss.

Customer Support 59

Customer Support Banking Real estate Accountability 59

TechSee

OCTOBER 31, 2018

This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020. Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. The driver for this growth?

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Squelch

OCTOBER 15, 2019

This article, “ What the Future Holds for Customer Support ,” was originally published by CMSWire on September 25, 2019. Customer support capabilities have only increased with the explosion in communications technology over the past 10 years. Featured image credit: CMSWire.

Customer Support 40

Customer Support Upselling Sales Technology 40

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. That said, ROX can apply to any part of the customer experience. The concept of ROX is a new one.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

ShepHyken

DECEMBER 17, 2021

This week we feature an article by Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. With the fast pace of the holiday season and a sharp uptick in deliveries, it’s more likely that packages will get lost in the shuffle, damaged in transit, or even stolen off the customer’s front porch.

Surveys 196

Surveys Advertising Marketing Customer Experience 196