ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu.

Customer Service 152

Customer Service Customer advocacy Average Handle Time Customer centricity 152

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I agree with the title.

Customer Service 165

Customer Service Contact Center Customer centricity Banking 165

ShepHyken

FEBRUARY 12, 2024

If you don’t understand how they think about purchases and support, it’s time to learn. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 165

Customer Service Self service Personalization Marketing 165

Global Response

MARCH 25, 2024

You can also use AI-driven tools to analyze unstructured data (like social media posts or customer support chat logs) for sentiment analysis and trend spotting. Use personalization engines that use customer data to predict and deliver personalized recommendations, content, and promotions in real time.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

aircall

AUGUST 4, 2021

billion through 2024. To reduce customer frustration and shorten wait times, Aircall also allows for call queuing , queue callback , and parallel calls. Lastly, Aircall’s powerful analytics will give you insight into the quality of customer support that you are currently providing.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

customer sure

DECEMBER 6, 2023

Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focused customer experience programmes - and rightly so, we reckon.

Customer Experience 62

Customer Experience Brand ambassadors Healthcare Journey mapping 62

JivoChat

AUGUST 10, 2021

It’s predicted that m-commerce sales will account for over 60% of total ecommerce sales by 2024: Image. In fact, digital commerce can refer to all online commerce experiences and each stage of the customer journey. These automated bots simulate human conversation and a preferred channel of communication for customers.

Customer retention 52

Customer retention B2C Chatbots Self service 52