ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

Customer Service 147

Customer Service Advertising Chatbots Self service 147

kommunicate

JULY 19, 2021

In this blog, we will help you in creating the chatbot using your Zendesk articles. This can help you to create most efficient chatbot and save a lot of your time. Prerequisites: Kompose chabot builder account, we will be importing articles to Kompose and create a chatbot. appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Accountability 98

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Can these chatbots really help improve customer service? My Comment: Will the ten ways in this article really guarantee customer satisfaction?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. That’s the kind of service that today’s chatbot can offer.

Chatbots 288

Chatbots Customer Experience Cloud contact Contact Center 288

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With “The Great Resignation” being such a hot topic, I felt this article should be at the top of the list for our Top Five roundup this week.

Customer Service 209

Customer Service Chatbots B2C B2B 209

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. Use the message format.

Chatbots 368

Chatbots Customer Service voip Best practices 368

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Here are my top five picks from last week.

Customer Service 147

Customer Service Personalization Surveys Chatbots 147

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa.

Customer Service 168

Customer Service Chatbots Customer Care Self service 168

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here.

Customer Service 309

Customer Service Chatbots Customer Experience Personalization 309

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases.

Customer Service 247

Customer Service Chatbots Engineering Analytics 247

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With Valentine’s Day next Sunday, I thought this is an appropriate article to start this week’s Top Five roundup.

Customer Service 238

Customer Service B2B Chatbots Self service 238

ShepHyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It’s more aesthetically pleasing than just texting with a chatbot or interacting on the phone with voice response technology. by Rebecca Bellan.

Customer Service 174

Customer Service Customer retention Construction Chatbots 174

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots CRM Technology 0

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Chatbots vs. Humans: The Better Option for Customer Service by Michael. Here are my top five picks from last week.

Customer Service 229

Customer Service Chatbots Customer retention Marketing 229

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Chatbots and customer support are two disparate domains.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: After doing this “Top Five” for all these years, I realized none of my articles have ever been featured. Here’s Why.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article reminds of this strategy. Even if you’re not in retail, you should read this article. by Mary Drumond.

Customer Service 293

Customer Service Chatbots Contact Center Metrics 293

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.

Chatbots 221

Chatbots Personalization Healthcare Government 221

Comm100

NOVEMBER 2, 2022

Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. Research shows that 70% of customers are already using or interested in using chatbots for support. Total Number of Chats.

Chatbots 87

Chatbots Metrics Average Handle Time Wait times 87

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is an interpretation of a Forrester report focused on customer service and customer experience.

Customer Service 217

Customer Service Chatbots Self service Customer Experience 217

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: It is an enviable position to have customers who are willing to talk about you – and even write articles and testimonials about you.

Customer Service 189

Customer Service Chatbots Metrics Wait times 189

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This is a fascinating article with a focus on customer service delivered through social channels. Incorporating a chatbot?

Customer Service 225

Customer Service Chatbots Wireless Airlines 225

Cyara

JUNE 27, 2022

This article was originally published on Botium’s blog on April 21, 2022, prior to Cyara’s acquisition of Botium. What makes a great chatbot?". The ultimate question that moves the chatbot industry, without having a clear answer. Learn more about Cyara + Botium.

Chatbots 67

Chatbots 67

ShepHyken

DECEMBER 19, 2023

I’ll share that company’s name at the end of this article. She answered a few questions, and once the technology identified her problem, a chatbot popped up. She was digitally “hand-held” through the process, which included the chatbot. And did you guess what company this article is about? And this part is important.

Customer centricity 214

Customer centricity Chatbots Self service Feedback 214

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants.

Customer Service 220

Customer Service Customer centricity B2B Contact Center 220

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: There is a lot written about chatbots and AI (Artificial Intelligence). This article has plenty of information to make the case.

Customer Service 210

Customer Service Best practices Contact Center Chatbots 210

kommunicate

JULY 5, 2022

Last Updated on July 6, 2022 In this article, we will be sharing steps to building an iOS chatbot with Kompose. We will teach you everything you need to build a sample chatbot using Kompose for an iOS app. Step by Step Guide to Building iOS Chatbot with Kommunicate Step 1: Setup an account in [.].

Chatbots 92

Chatbots Accountability 92

CSM Magazine

OCTOBER 24, 2023

AI chatbots for customer service provide seamless customer support that businesses need to succeed. In this article, we’ll explore everything you need to know about AI chatbots for customer service and how to implement it within your customer support team. What is a Customer Service Chatbot?

Chatbots 52

Chatbots Customer Service Enterprise Customer Support 52

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has some great information. How chatbots could change customer service over the next 5 years by Becky Peterson. Great concepts here.

Journey mapping 207

Journey mapping Customer Service Customer centricity Chatbots 207

Cyara

JUNE 24, 2022

This article was originally published on Botium’s blog on March 24, 2021, prior to Cyara’s acquisition of Botium. Botium offers two methods to test an SMS chatbot. It can act as a user sending SMS messages or can interact with the API behind the chatbot. Learn more about Cyara + Botium.

Chatbots 67

Chatbots APIs 67

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you haven’t explored the subscription model for your business, this article will give you a good introduction.

Customer Service 249

Customer Service Chatbots Contact Center Call Center 249

Cyara

JUNE 24, 2022

This article was originally published on Botium’s blog on April 6, 2021, prior to Cyara’s acquisition of Botium. The first thing we need to know: There is no such thing as the perfect chatbot! Even in the creation of a chatbot, there is no best practice guide. Learn more about Cyara + Botium.

Chatbots 67

Chatbots Best practices 67

CX Global Media

OCTOBER 16, 2017

There’s five common reasons as to why your chatbots fail to live up to promises. If your chatbots are not living up to promises, don’t give up. Chatbot is the most complex area of Artificial Intelligence (AI). You might have heard of a chatbot not living up to expectations or you’ve experienced it yourself.

Chatbots 166

Chatbots Construction Customer effort Coaching 166

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This excellent article takes a deeper dive into the concept of satisfaction versus loyalty, including different ways to measure both.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

kommunicate

OCTOBER 17, 2022

Last Updated on October 17, 2022 The article that follows will walk you through the process of creating and adding a chatbot to your GoDaddy site using Kommunicate. The post How to Add a Chatbot To Your GoDaddy Website appeared first on Kommunicate Blog. What is GoDaddy?

Chatbots 98

Chatbots 98

Cyara

JUNE 27, 2022

This article was originally published on Botium’s blog on March 26, 2021, prior to Cyara’s acquisition of Botium. With Botium , we are currently defining the industry standard for testing chatbots. For our client I have to test a chatbot embedded in their app, can I test it with Botium ? Learn more about Cyara + Botium.

Chatbots 67

Chatbots Engineering industry standards Customer Support 67