ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How good is your company’s internal customer experience? The concept of internal customer service is really that simple.

Airlines 240

Airlines Customer Service Chatbots Customer Care 240

ShepHyken

FEBRUARY 19, 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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service.

Customer Service 205

Customer Service Self service Chatbots CRM 205

ShepHyken

APRIL 2, 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. Three Important Considerations for Customer Service Surveys by Paul Selby. Do you want happier customers? Yes and yes!)

Customer Service 135

Customer Service Self service Surveys Scripts 135

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. As the means of customer support are evolving, so is the significance of FCR.

First call resolution 200

First call resolution Management Chatbots Self service 200

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

Customer Care 74

Customer Care outsourcing Chatbots Contact Center 74

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

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Introduction: AI in CX. _.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Experience 271

Customer Experience Customer Service Chatbots Upselling 271

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Customer Service 42

Customer Service Chatbots Customer Care B2B 42

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. If he or she lacks any, they might not be the best choice for your customer support team. Writing Skills.

Customer Support 230

Customer Support Chatbots Personalization Education 230

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

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

JustCall

MARCH 9, 2023

But providing great customer service, time and time again, is easier said than done. In this article, we will decode everything you need to know about customer service and what it takes to drive customer service success. What is Customer Service? The best way to empower customers is to help them self-serve.

Customer Service 40

Customer Service Morale Chatbots Customer Care 40

Global Response

FEBRUARY 26, 2024

And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line. Understanding customer service excellence The first step is to truly understand what makes excellent customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ShepHyken

SEPTEMBER 10, 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. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes.

Customer Service 34

Customer Service Customer Care Chatbots Personalization 34

CSM Magazine

APRIL 22, 2024

With the integration of artificial intelligence (AI), predictive analytics, and cutting-edge security measures, online casinos and betting platforms are poised to redefine what it means to provide stellar customer support.

Customer Service 52

Customer Service Entertainment Chatbots Analytics 52

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 78

Technology Customer Experience APIs Consulting 78

Global Response

FEBRUARY 28, 2024

With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. This often leads to delayed response times, missed calls, and, ultimately, dissatisfied customers. As your business grows, the need for customer support will also increase.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

CSM Magazine

DECEMBER 14, 2021

Rather than waiting for a customer service representative to answer the phone or react to an email, AI-enabled chatbots and virtual agents are constantly accessible and can respond to consumer enquiries in minutes, if not seconds. All of this constitutes what is referred to as agile customer care.

Customer Service 52

Customer Service Virtual Agent Chatbots Education 52

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Make sure your team is trained to smooth things over with empathy and understanding.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

CSM Magazine

JUNE 28, 2021

In this case, the company is known for going the extra mile for it’s customers. In this article we will discuss some small business customer service strategies to help you. Think of how you use customer care software. You can even think about automating some of your customer support functions.

Customer Service 52

Customer Service SaaS Chatbots Self service 52

Netomi

OCTOBER 21, 2022

Chat, it seems, has emerged as the shiny new avenue for support, especially in the world of chatbots and AI, and email has fallen to the wayside. There is room for both, and here’s why – and how – a strong customer support strategy should include email, and seamlessly connect multichannel conversations.

Multichannel 40

Multichannel Construction Upselling Chatbots 40

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

TechSee

JUNE 25, 2019

According to IDC, “AI is the game changer in a highly competitive environment, especially across customer-facing industries such as retail and finance, where AI has the power to push customer experience to the next level with virtual assistants, product recommendations, or visual searches.”. Customer Identification. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Nicereply

SEPTEMBER 28, 2021

In this article, we’ve listed some of the best customer service tools to help you and your team be efficient in delivering a fantastic customer experience. What to look for when choosing a customer service tool. Start by asking yourself what are your company’s core needs when it comes to customer support.

Customer Service 98

Customer Service call center software Surveys Analytics 98

CSM Magazine

MAY 15, 2023

Educate and empower company representatives Customer experience in healthcare widely depends on the quality of interaction between your customers and the employees. Further in the blog, we have discussed more ways to foster customer brand loyalty. This reduces human errors and improves customer experience.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

Horizon CX

MARCH 19, 2022

A recent article from TechTarget states; “Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue.

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

Call Experts

FEBRUARY 17, 2022

Then, commit to improving your customer experience by hiring customer experience experts. . This article will dive into how you can improve your customer service. Also, we will review relevant contact center services, the future of customer experience, some examples, and why customer service is so important. .

Contact Center 98

Contact Center Customer Service Self service Call Center 98

CSM Magazine

AUGUST 22, 2019

The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. “The SVP, Customer Care, Samsung.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

JivoChat

MARCH 25, 2021

Live chat is one of these channels — 41% of customers expect live chat on your website. In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately deliver a positive ROI for your business. Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Live chat is one of these channels — 41% of customers expect live chat on your website. In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately deliver a positive ROI for your business. Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

Lumoa

JUNE 14, 2023

Such acts of generosity go a long way in earning customer loyalty. The streaming giant offers 24/7 customer support in multiple languages, including live chat and phone support. Netflix also has a reputation for proactively addressing customer issues before they even have time to complain about them.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

NobelBiz

FEBRUARY 22, 2023

In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them. Table of Contents show What are Customer Friction Points? Engagement means customers have found a product or service they want to purchase.

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

NobelBiz

FEBRUARY 18, 2023

In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them. Engagement means customers have found a product or service they want to purchase. What are the types of customer friction?

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. The chatbot, as a conversational robot embedded into a messaging app, enables the creation of a new communication experience with users.

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. How Well Can You Measure the ROI of Your Customer Service Initiative? 3. Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176