ShepHyken

NOVEMBER 3, 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 Comment: I’ve always said a great customer experience (CX) starts with a great employee experience (EX).

Customer Service 180

Customer Service Entertainment Consulting Consulting 180

ShepHyken

DECEMBER 9, 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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. Find out in this article.

Customer Service 190

Customer Service B2B Sales Self service 190

ShepHyken

FEBRUARY 16, 2025

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. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers.

Customer Service 208

Customer Service Journey mapping Customer Support Customer Experience 208

ShepHyken

NOVEMBER 25, 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 Comment: There has never been a better time to understand your customer’s buying behavior.

Customer Service 180

Customer Service Contact Center Customer Experience Call Center 180

ShepHyken

DECEMBER 16, 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. Go back and read the first sentence of this very short description, and then read the article. Custom Studio (Inc.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

DECEMBER 31, 2024

Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. I often experience this when I call customer support and the recording tells me my call is very important.

Customer Experience 241

Customer Experience Coaching Metrics Customer Support 241

TechSee

MAY 27, 2025

They summarize transcripts, suggest articles, and surface snippets. Support teams are left guessing. And it starts with what traditional service tools miss: vision. Language-Based CoPilots Cant See the Problem Most AI-powered CoPilots are built for text.

Customer Support 139

Customer Support Agent Empowerment First call resolution Scripts 139

ShepHyken

JANUARY 28, 2025

I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. Ive written full articles about some of these topics in the past. However, todays customers want a personalized experience. Even Amazon has live customer support. However, customer support is a department.

Customer Service 241

Customer Service Customer Support Feedback Technology 241

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. 24/7 Availability: Offering round-the-clock support without the constraints of human work schedules.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

OctopusTech

APRIL 28, 2025

Customer support is one of the areas that is changing quickly with the advancements in artificial intelligence. As AI-powered technologies become more popular, newer ways of handling customers are emerging. Traditionally, customer support comprises only phone-based help.

Customer Support 62

Customer Support Chatbots Wait times Self service 62

CSM Magazine

JANUARY 3, 2025

Empathy is essential in customer support, but how do you know if its actually making a difference? By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. But there are effective ways to assess its impact.

Customer Support 52

Customer Support Surveys Feedback Metrics 52

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support.

Chatbots 168

Chatbots Contact Center Self service Customer Experience 168

CSM Magazine

MAY 26, 2025

To keep customers and turn them into loyal clients, lenders need to focus not only on loan terms but also on the quality of their support. In this article, well share five practical strategies to build trust and improve service for every borrower. For instance, 90% of customers rate an immediate response as important.

Personalization 52

Personalization Customer Support Finance Chatbots 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. In this article, well explore why empathy is the foundation of meaningful support and how it creates lasting positive experiences.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

DECEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board?

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

CSM Magazine

MARCH 6, 2025

TADS Educate stands out as a service that not only provides innovative solutions for schools and parents but also ensures that their support is top-notch. If you’re wondering about the quality of their customer support and how to reach out to them for assistance, you’ve come to the right place.

Education 52

Education Customer Support Customer Experience Management 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. In this article, well explore why empathy is the foundation of meaningful support and how it creates lasting positive experiences.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

Global Response

JUNE 19, 2025

A high-touch customer experience approach elevates service, effectively engaging customers and yielding powerful results. This article explores how companies can maintain and even enhance personalized customer care while managing remote teams and leveraging outsourcing solutions. What is high-touch CXM?

outsourcing 62

outsourcing Customer Support Contact Center Journey mapping 62

CSM Magazine

OCTOBER 29, 2024

Today, exceptional customer service has become a crucial factor in attracting and retaining players. Just as much as players seek thrilling gameplay and potential jackpots, they also desire an experience that feels supportive and seamless. Key Strategies for Winning Customer Service 1.

Customer Service 52

Customer Service Feedback Surveys Accountability 52

CSM Magazine

OCTOBER 21, 2024

The outsourcing industry in the Philippines has experienced exponential growth over the past two decades, cementing its reputation as a global leader in customer support services. This article explores how the Philippines is leading the way in customer experience innovation.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

CSM Magazine

MAY 21, 2025

Behind every satisfied customer is a team of customer support professionals working tirelessly to resolve issues, provide assistance, and ensure a positive experience. International Customer Support Day (ICSD) is an opportunity to shine a spotlight on these vital team members and celebrate their dedication to customer care.

Customer Support 52

Customer Support Customer Care Feedback Personalization 52

CSM Magazine

DECEMBER 3, 2024

Whether you’re managing tickets, tracking metrics, or offering omnichannel support, these Zendesk apps are game-changers. If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. It’s a simple yet powerful tool for improving your support operations.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. The Growing Need for AI in Customer Support 1.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

CSM Magazine

MARCH 3, 2025

These portals, as part of modern help desk software, enable customers to independently resolve common issues, access important information, or reach support at their own pace. This article explains how they work for both sides of the equationthe business and the customer. What Are Self-Service Portals?

Self service 52

Self service Best practices Wait times Feedback 52

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Sign up for a free trial of Wowdesk today and revolutionize your customer support!

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

Comm100

MAY 26, 2025

Customer support used to be simpler. AI isnt some distant “future of support” concept anymore. Its already here, embedded in your workflows, handling the first wave of customer questions, assisting live agents behind the scenes, and sometimes even managing the entire conversation without skipping a beat.

Customer Support 52

Customer Support Technical Support CRM Analytics 52

Global Response

DECEMBER 9, 2024

These busy surges can increase product demand, cause shipping delays, heighten customer frustration, and create employee burnout. In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers. Key takeaways Who?

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

3CLogic

MAY 20, 2025

While both IVR and Voice AI involve interacting with customers over the phone or voice channels, they are fundamentally different in how they operate and the kind of experience they deliver. CRM, Knowledge Article, etc.) IVR ensures structure and reliability, while Voice AI provides adaptability and conversational fluency.

Interactive Voice Response 108

Interactive Voice Response Scripts CRM Call flow 108

CSM Magazine

FEBRUARY 5, 2025

For start-ups, where the reputation of your brand is still being built, providing excellent customer service can create lasting impressions and loyal customers. When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming.

Customer Support 52

Customer Support Customer centricity Construction Morale 52

Help Scout

MAY 14, 2025

Read the full article We want people to tell us whats not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.

Customer Support 59

Customer Support 59

Nicereply

DECEMBER 17, 2024

SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). Determine Timing and Frequency Decide when to present surveys to customers.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

CSM Magazine

JANUARY 9, 2025

However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. Implement FAQs: Comprehensive FAQ sections can resolve common issues, reducing the workload on support teams.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

CSM Magazine

MAY 13, 2025

Real-Time Agent Assist Tools Real-time agent assist uses AI to provide live suggestions, knowledge base articles, and next-best-action recommendations during customer interactions. Sentiment analysis categorizes customer feedback as positive, neutral, or negative, helping agents tailor their responses and escalate issues as needed.

Technology 52

Technology Customer Service Customer emotions Contact Center 52

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. This article will discuss why forecasting is vital these days. Related Article How To Build an Exceptional Customer Support Service For Your Business?

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52