ShepHyken

APRIL 23, 2021

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. . Why use social media as a customer service channel? .

Customer Service 316

Customer Service Advertising B2B Chatbots 316

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 83

Surveys Feedback Banking Best practices 83

Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. for self-service. per contact, compared to $0.10

Self service 97

Self service Best practices Management Surveys 97

TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Computer Vision-powered self-service.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022.

Self service 48

Self service Consulting Consulting Enterprise 48

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies.

Customer Service 52

Customer Service Average Handle Time Metrics Self service 52

TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. Gig customer service: Can it really work? Solution: Visual job recording and analysis.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

TechSee

MAY 15, 2018

This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier.

Marketing 111

Marketing Wireless Entertainment Self service 111

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service.

Customer Service 59

Customer Service Technical Support B2B Wait times 59

CSM Magazine

JANUARY 31, 2024

With increasing digital advancements, people tend to look for personalized services and automated self-service options, which help save time and give prompt responses. This saves time and helps the customer focus on fixing their problem rather than making long calls and filling out forms.

Customer Service 59

Customer Service Chatbots Self service Personalization 59

Customer Relationship Metrics

DECEMBER 6, 2016

Is it possible for self-service to trip up your customer experience? So how can you prevent your customers from falling down? As I thought about knowing when to send as much call volume to self-service, I began to think how that fit into the veterans’ view of the industry. Do you send them all?

Self service 75

Self service Contact Center Analytics Metrics 75

aircall

JANUARY 11, 2017

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer.

Self service 81

Self service CRM voip First call resolution 81

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

JustCall

AUGUST 8, 2023

This algorithm can then assess agent performance and the customer’s satisfaction level. It can also carry out sentiment analysis on the recording to gauge how the customer felt about the resolution. This gives valuable insights into customer behavior. This will improve accuracy and relevance in customer interactions.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Global Response

MARCH 27, 2023

Customer service matters—a lot. How can you convince your organization to invest further in customer service, and what can you do to improve it effectively? How can you convince your organization to invest further in customer service, and what can you do to improve it effectively?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Select VoiceCom Blog

AUGUST 1, 2023

Any company looking to retain customers needs to have good customer service. Customer service is fundamental for business success as it impacts customer satisfaction, loyalty, and revenue. These statistics highlight the significance of building a top-notch customer service dream team.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

ProProfs Blog

JANUARY 10, 2019

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. But worry not, we’ve got you covered. 2: Get Over Basic Live Chat.

Customer Service 116

Customer Service Multichannel Self service Scripts 116

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 344

Customer Experience Transportation Feedback Metrics 344

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Customer Service 75

Customer Service Self service Best practices Metrics 75

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Customer Service 111

Customer Service Scripts B2B B2C 111

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. Call Deflection is achieved once the issue is successfully resolved in self-service mode.

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Toister Performance Solutions

SEPTEMBER 24, 2020

Ashley (not her real name) had been instructed to round up some quotes for customer service training. She had dutifully performed an internet search for customer service trainers and discovered some of my courses on LinkedIn Learning. Let's look at how another customer service leader answered those same questions.

Customer Service 71

Customer Service Self service Surveys Wait times 71

Global Response

JANUARY 31, 2023

In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. Seem extreme?

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

ShepHyken

AUGUST 5, 2022

However, it is a non-denying fact that call centers struggle to meet the ever-rising customer standards and queries.? . Technology solutions and automation have the power to improve customer service in multiple ways. navigate an IVR menu and explore self-service options. It allows users to?

Contact Center 180

Contact Center Interactive Voice Response Chatbots Call Center 180

CSM Magazine

JULY 28, 2023

Ultimately, the quest for excellence in customer satisfaction is driven by technological advancements, particularly AI, providing a renewed impetus for companies to adapt and thrive in the digital era. By embracing this comprehensive approach, businesses can enrich future dialogues, taking customer interactions to the next level.

Interactive Voice Response 52

Interactive Voice Response Management Self service Enterprise 52

TechSee

FEBRUARY 3, 2020

While traditional knowledge capture efforts are helping companies make headway in keeping their data in-house, it will take a long time and significant effort to transfer all the skills and tribal knowledge accumulated by experienced agents or field service workers.

Customer Service 109

Customer Service Contact Center Best practices Average Handle Time 109

Calltools

APRIL 3, 2024

With reliable generative AI helping customers, you can handle more calls quickly to keep hold times low. Self-Service Options Some callers have complex problems that require help from a customer service professional. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Global Response

DECEMBER 21, 2023

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. What is Customer Service Outsourcing?

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

JustCall

DECEMBER 21, 2022

With the help of IVR (Interactive Voice Response) solutions, businesses enrich their customer support services. With interactive voice response surveys, companies keep their customer service department updated. Even though IVR systems offer a personalized experience to customers, they aren’t the end of innovation.

Interactive Voice Response 52

Interactive Voice Response Customer Service Surveys Customer Support 52

Vonage

DECEMBER 18, 2018

It was a deeply engaging and apropos discussion as many businesses embark on initiatives to transform their contact centers and deliver on the customer experience promise. In fact, the discussion organically tilted toward customer experience rather than customer service - a subtle, but noteworthy shift in being customer centric. .

Customer Experience 101

Customer Experience Customer Service Banking Airlines 101

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Specialization. Smarter Agents. Super Agents.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109