ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 332

Technology Customer Experience Complaint resolution Gamification 332

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

Nicereply

FEBRUARY 1, 2022

When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Audit Your Support Docs.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. So, how is AI changing customer experience?

Customer Service 278

Customer Service Automotive Airlines Chatbots 278

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

ShepHyken

JULY 22, 2022

However, they are ready to wait if the website provides an excellent customer experience and keeps them in the loop during the outage. Let us look at the status page concept and its hidden potential for securing clients’ base and improving customer experience during downtime. . Keep Customers Informed .

Customer Experience 183

Customer Experience APIs Customer Service Management 183

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Chatbots 290

Chatbots Customer Experience Marketing Customer Support 290

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. But what mix of live agents versus AI is best for your business?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Fewer phone calls, but more complex conversations.

Contact Center 281

Contact Center Self service Banking Airlines 281

NobelBiz

JANUARY 23, 2024

The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS). Customer Support as a Service (CSaaS) is changing the customer interaction game for everyone. This team is dedicated to ensuring that every customer receives exceptional service.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

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. Email and Phone Support. Product Listing Audits.

CRM 241

CRM Enterprise Benchmark outsourcing 241

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Do you have a standard approach to provide customer support? In essence, customer complaints are the greatest business opportunities. Shep Hyken.

Advertising 276

Advertising B2B Employee engagement CRM 276

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. What’s Changed in the Customer Support System? Foster togetherness.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

Helpware

AUGUST 7, 2018

The first step to happy customers is implementing a total customer experience strategy. Customer experience encompasses every touch point a potential customer has with your company, from your marketing to your website to your sales team to problem resolution.

Metrics 100

Metrics Customer Support Customer Experience Benchmark 100

ShepHyken

MARCH 13, 2020

“Experience-led businesses have 1.7x higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 341

Customer Support Customer retention Customer Experience Management 341

ShepHyken

DECEMBER 28, 2018

25% of millennials expect a response within 10 minutes of reaching out to support. Some customer support teams are almost 100% dedicated to triage and answers can take days to materialize. The post Guest Blog: How Millennial’s are Changing the Customer Service Landscape appeared first on Shep Hyken.

Customer Service 249

Customer Service Self service Customer Support Scripts 249

ShepHyken

JULY 5, 2019

However, sometimes customer service teams can become more focused on closing tickets and calls than on quality. When training your support team, make sure to emphasize on how to effectively communicate without impacting customer satisfaction. Speak your customers’ language. Speak your customers’ language.

Feedback 305

Feedback Self service Best practices Scripts 305

Nicereply

JUNE 10, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. The value of customer experience is clear. Customer-facing teams, such as Support and Success, can help you provide the CX your customers expect. She noticed that Support was very reactive. Google Podcasts.

Customer Support 59

Customer Support Customer Experience Self service Customer effort 59

ShepHyken

JULY 21, 2017

If he or she lacks any, they might not be the best choice for your customer support team. Both of these elements are important, as grammatically incorrect texts can lead to various misunderstandings, making the communication with the customer harder. Writing Skills. Before hiring a person, check the following two skills.

Customer Support 230

Customer Support Chatbots Personalization Education 230

Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. improve team cohesion ?. Directions: Make teams of two.

Personalization 221

Personalization Customer Service Marketing Sales 221

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too.

Self service 59

Self service Contact Center CRM Quality management 59

VirtualPBX

MAY 17, 2023

Customer support plays a vital role in maintaining a positive brand image and ensuring customer satisfaction. In today’s fast-paced world, businesses are increasingly turning to automated solutions to streamline their support processes. Our team is currently reviewing it and will get back to you as soon as possible.

Customer Support 87

Customer Support Best practices CRM Consulting 87

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

Customer Support 121

Customer Support Management Feedback Self service 121

Nicereply

DECEMBER 28, 2021

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Totango

MAY 7, 2024

Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. It’s a handy tool for articulating the roles and responsibilities in cross-team collaboration. But there’s a problem.

Sales 97

Sales Upselling Metrics Accountability 97

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

DECEMBER 21, 2018

Customers always look for a fast resolution to their queries or at least a quick response. You can track ticket response times to maintain insights into how quickly your team is resolving issues. Accordingly, you can set targets and aim to continually beat them and lower the response times to boost customer satisfaction.

CRM 240

CRM Best practices Customer Service Service level 240

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly.

Customer Service 203

Customer Service Multi-channel support Customer Experience Personalization 203

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

TeleDirect

OCTOBER 23, 2023

Instead of rushing to answer phones at all hours, your team can focus on providing the best products and services that define your brand. But there is a significant difference between a call center that provides the same service to every client and one that tailors outsourced customer support.

outsourcing 62

outsourcing Customer Support Call Center Customer Service 62

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service. The answer is simple: Everyone.

Customer Experience 83

Customer Experience Customer centricity Analytics Consulting 83

OctopusTech

MAY 5, 2020

Many businesses have their teams working remotely from their homes, spread across different parts of the country or even the world. Managing the Remote Team. In a previous blog post, we had mentioned some tips on how remote teams could improve their productivity. Remote Support Team Challenges.

Customer Support 62

Customer Support Management Call flow Call Center 62

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52