ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service 211

Customer Service Customer centricity Enterprise Personalization 211

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

outsourcing 71

outsourcing Customer Care Best practices Management 71

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Customer Service 211

Customer Service Self service Personalization Technology 211

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. You could even provide an estimated response time that is more accurately based on the current workload of the customer service team.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 229

Customer Service Contact Center Technology Big data 229

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 233

Technology Customer Service Management CRM 233

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. Phone This is the stalwart of customer care - phone support.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Bill Quiseng

MAY 24, 2023

It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training.

Customer Service 113

Customer Service Education Customer Care 113

Blueship Call Center

AUGUST 22, 2023

Outsourcing customer service is a desirable concept. Outsourcing your customer service to an outside agent may drastically reduce overhead, saving you money, resources, and frequently a great deal of stress. We’ll go through its advantages and advise on how to outsource customer care services flawlessly.

outsourcing 57

outsourcing Customer Care Average Handle Time Call Center 57

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult.

Airlines 213

Airlines Customer Care Engineering Accountability 213

Hello Customer

MAY 19, 2021

Recently, many organizations saw peaks in demand for customer service and the requests never went down. The profitability of selling to an existing customer is 60-70% , while the profitability of selling to a new prospect is only 5-20% ( Invespcro ). Customer Experts. Up until now, nothing comes close to human service.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Otherwise, we lack integrity, employees lose interest, and customer service suffers.

Scripts 231

Scripts Employee engagement Customer Service Customer Experience 231

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Email and Phone Support. Order Management and Data Entry.

CRM 241

CRM Enterprise Benchmark outsourcing 241

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? Customer service is top-tier in a plethora of different ways. Wait, is this really a DMV?

Wireless 202

Wireless Government Entertainment Airlines 202

ShepHyken

NOVEMBER 16, 2018

A basic articulation of their disappointment on your social media that isn’t reacted to promptly will ignite uproar from different customers who approved of your products and services. Previously, an organization gave customer service through emails – that did not get immediate reactions – and telephone calls.

Technology 244

Technology Chief Customer Officer Education Big data 244

ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand.

outsourcing 275

outsourcing Customer Support Customer Service Technology 275

Vcaretec

JUNE 6, 2022

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog. Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

ShepHyken

DECEMBER 14, 2018

Yet, in some organizations and CX teams push back against data security protocols on the pretense of cyber processes adversely affecting ease of use and customer service. The post Guest Blog: Do customer experience teams take cyber security risks? appeared first on Shep Hyken.

Customer Experience 261

Customer Experience Government Coaching Customer retention 261

ShepHyken

DECEMBER 20, 2019

. • 80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • 67% would pay more for a better customer experience.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

ShepHyken

SEPTEMBER 1, 2017

Andy Ko is the Chief Scientist and Co-Founder at AnswerDash, a B2B software company that facilitates customer service for e-commerce businesses. Read Shep’s latest Forbes Article: Are Your Customers Cheating On You? The post Guest Blog: Don’t Make Me Wait appeared first on Shep Hyken.

Self service 210

Self service B2B SaaS Enterprise 210

HelpCrunch

JANUARY 31, 2024

Providing great customer service is an essential part of running a successful business. Delivering friendly and knowledgeable customer care can improve custome…

Customer Service 62

Customer Service outsourcing Customer Care 62

Blueship Call Center

JULY 7, 2023

Whether you like it or not, customers are the heartbeat of your business, therefore providing excellent outsourced customer care services is crucial to its success. Without consumers, a business cannot make a profit and has no reason to exist, even if it offers the greatest goods and services on the planet.

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

Blueship Call Center

NOVEMBER 21, 2022

If your online business expands, you’ll want to guarantee the best customer support experience while maintaining the highest standards. Customer service representatives are crucial in developing the brand and solidifying relationships. The Importance of outsourced customer care services.

Customer Care 40

Customer Care outsourcing Brand ambassadors Technical Support 40

ShepHyken

NOVEMBER 23, 2018

For independent customers, the ability to do things themselves gives them a sense of empowerment. Self-service options let the customer take care of themselves without assistance. The first is all about your company; the second is about how the customer benefits. Element #7: Friendly. Element #8: Efficient.

Customer Support 170

Customer Support Customer effort Self service Metrics 170

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 194

Customer Service Entertainment Customer Care Customer Experience 194

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy.

Customer Experience 230

Customer Experience Airlines Chatbots Personalization 230

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

JUNE 1, 2018

But what’ll help you maintain your customer satisfaction ratings is the use of a live chat software. As per eDigital’s study, live chat is known to provide maximum customer satisfaction, with 73%, as compared to any customer service channel.

Customer Support 259

Customer Support Sales Marketing B2B 259

Skybridge

SEPTEMBER 7, 2022

As a consumer, I know how I feel when I have to reach out to customer care. According to The State of Customer Service in 2022 , the recent report by AI platform provider Netomi, a major source of our disappointment and frustration can be traced back to our own growing impatience since the pandemic. The long hold times.

Customer Care 52

Customer Care Customer centricity Self service Contact Center 52

The Center for Client Retention

AUGUST 8, 2017

Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. Customer Care Training Tip #1: Respect the Customer’s Time.

Customer Care 96

Customer Care Scripts Call Center Best practices 96

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care. Read more.

Customer Care 88

Customer Care Sales Customer Service Best practices 88

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Why It Works.

Customer Care 98

Customer Care Transportation Government Construction 98

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social service organizations see a 5.6% YoY increase in customer retention.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115