Mindtouch

MAY 4, 2018

This helps explain the (relatively) recent emergence of web self-service portals as an effective way to improve the customer experience and defray customer support costs. Definition of a Web Self-Service Portal. So, what exactly is a web self-service portal? Sumo Logic Support.

Self service 78

Self service Engineering CRM Customer Support 78

CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. Take a thorough read and find out what it takes to keep your customers satisfied, happy and loyal! 10 Awesome Customer Support Tips & Examples. Visualize the Needs of Your Customers.

Customer Support 98

Customer Support Education Self service Surveys 98

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 155

Customer Service Chatbots Self service Customer Care 155

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Customer Service 322

Customer Service Advertising B2B Chatbots 322

TeamSupport

NOVEMBER 4, 2020

And it's how we began our story of two B2B customer support departments. Jack is hearing word that the company just lost another big account. His customer support team is starting to doubt their ability to support those that need it. We continue the story in Chapter 2. Should we have seen it coming?”

B2B 98

B2B Customer Support Finance Sales 98

ChurnZero

AUGUST 20, 2021

To examine the importance of establishing boundaries between Customer Success and Support, we hosted a discussion with Louise Cunningham , Director of Customer at Firefish , Jason Noble , Global VP of Customer Success at Vinli , and Bri Adams , Manager, Customer Success at ChurnZero. You can watch the full session.

Customer Support 98

Customer Support Education Metrics Accountability 98

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. All communication must, instead, take place digitally––even self-service. Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes.

B2B 370

B2B Journey mapping B2C Telecommunications 370

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Mindtouch

APRIL 10, 2018

Today’s customer support landscape is ruled by the companies that rule direct customer engagement. Blink and that customer might be gone, probably on to the next micromoment. Contextual self-service content can be proactive, too. The post What is Contextual Self-Service Content?

Self service 48

Self service Accountability Personalization Sales 48

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. Firms today should focus on providing top-notch service.

Chief Customer Officer 279

Chief Customer Officer Call Center Consulting Consulting 279

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

OctopusTech

APRIL 25, 2019

If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed. Here in this article, I am listing some customer support systems to get more productivity without adding extra employees:-.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

Solvvy

SEPTEMBER 10, 2020

While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increase handle times, and turn-off newly acquired customers.

Chatbots 62

Chatbots Customer Support Education Self service 62

Help Scout

MAY 18, 2021

The 11 best live chat tools for customer support If you’ve decided that you need a new tool for offering chat support, get started on your research with our list of the 11 best live chat tools. Help Scout Best live chat tool for complete customer service. Acquire is another dedicated support tool.

Customer Support 113

Customer Support Chatbots Self service Analytics 113

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Technology replacing humans.

Contact Center 281

Contact Center Self service Banking Airlines 281

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Wowdesk Blog

JULY 1, 2020

Every customer support team goes through a stage where the number of emails adds up into hundreds every day, and the need for a new process originates. . A lot of factors influence the decision, such as subject, paying or free users, agreements of service your team has, rules, skill sets of team members, and many more. .

Customer Support 52

Customer Support Management Self service Engineering 52

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.

Self service 185

Self service Chatbots Personalization Interactive Voice Response 185

ChurnZero

AUGUST 20, 2021

To examine the importance of establishing boundaries between Customer Success and Support, we hosted a discussion with Louise Cunningham , Director of Customer at Firefish , Jason Noble , Global VP of Customer Success at Vinli , and Bri Adams , Manager, Customer Success at ChurnZero. You can watch the full session.

Customer Support 52

Customer Support Education Metrics Accountability 52

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Inbenta

MARCH 15, 2021

Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure. Self-Service.

Customer Support 81

Customer Support Management Chatbots voip 81

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. You can explore some of Scott’s recent articles here. and the United Nations.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Solvvy

JUNE 22, 2022

Why Conversational AI is a Good Fit for Customer Service. Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support. Gives customers a self-service option. Some people simply prefer self-service.

Chatbots 119

Chatbots Banking Self service Finance 119

TeamSupport

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? To get started, here is a list of questions to ask yourself so you can better understand if you need to make a change with your support software.

B2B 64

B2B Customer Support B2C Self service 64

Kayako

MARCH 3, 2016

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results.

Metrics 69

Metrics Customer Support Abandon rate Average Handle Time 69

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Nike does the same with its TeamNike account. .

Technology 332

Technology Customer Experience Complaint resolution Gamification 332

Kayako

SEPTEMBER 1, 2016

As a service leader, it’s your job to meet customers on the platforms they’re most comfortable with—wherever they happen to be in the moment. And these moments occur across two types of channels: Self-service channels. Personal service channels. These resources make up your self-service channels.

Customer retention 51

Customer retention Customer Support Self service Multichannel 51

CSM Magazine

MARCH 31, 2022

In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. Use a Customer Portal. A customer portal is a great way to reduce customer effort. Customer portals can include features such as: Account information. Order history.

Customer effort 52

Customer effort Self service Airlines CRM 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A good customer service knowledge base: Meets Customer Expectations for Self-Service. How-to instructions. Product specifications.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Solvvy

FEBRUARY 25, 2020

As your company grows, you’ll likely find your customer support team answering the same questions over and over. That’s when it becomes important to build out self-service options for customers to find the answers to frequently-asked questions independently, freeing up your team to work through higher priority questions.

Self service 71

Self service Customer Support Accountability B2B 71

Mindtouch

MARCH 16, 2020

Failing to empathize with your customers can end up being counterproductive, especially for the managers and directors charged with keeping tabs on customer journey KPIs within the contact center. Examining the journey through the customer’s eyes . 10 essential customer journey KPIs. Download the free ebook.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

ProProfs Blog

AUGUST 28, 2020

In this article piece, we aim to learn: What are customer expectations. Their great customer expectations from you. Accurate Information Via Self-Service. One of the things that have gained importance in the customer service expectation list is self-service. But worry not.

Self service 157

Self service Feedback Airlines Metrics 157

aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. Experience.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

SmartAction

OCTOBER 25, 2023

Leveraging Telephony for Enhanced Customer Engagement So, what do customers truly desire? Speed, simplicity, and the ability to express their needs fluently without the hassles of navigating chatbots or sifting through help articles. The system then uses NLU to understand and interpret the customer’s request accurately.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Lumoa

APRIL 28, 2024

If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs?

Feedback 83

Feedback Consulting Consulting Enterprise 83

Inbenta

JULY 29, 2021

Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . Achieving top-notch airline support with chatbots. In this article, we’ve collected 8 chatbot use cases to show you how conversational AI is automating airline support.

Airlines 88

Airlines Chatbots Upselling Self service 88