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

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty.

Self service 110

Self service Accountability Airlines Customer Care 110

ProProfs Blog

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read. What is Personalized Customer Service. But what is personalized customer service?

Personalization 148

Personalization Customer Service Self service Feedback 148

Comm100

FEBRUARY 10, 2022

Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Creative Virtual

MARCH 31, 2022

When it comes to your customer service strategy, does age matter? Do you make decisions about how and where you deliver support based on the generations of your target customers? Are you planning for the expectations of younger customers as they gain more buying power over the next few years?

Self service 105

Self service Surveys Customer Support Customer Service 105

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. What Do Customers Need?

Self service 58

Self service Contact Center CRM Customer Support 58

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

HelpCrunch

DECEMBER 7, 2021

Initially, personal customer service used to be pervasive at every step of the buyer’s journey. The post Web Self Service is Here to Make Your Support a Cakewalk appeared first on HelpCrunch blog.

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Self service Personalization Customer Service 118

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

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Customer Service Personalization Sales Technical Support 341

ShepHyken

JUNE 3, 2016

This week on our Friends on Friday guest blog post my friend and colleague, Patricia Fripp shares a story that demonstrates why everyone in any business can make a difference. Please join Patricia and me June 8 when we discuss how good customer service drives sales. Shep Hyken. I related my conversation with Mary.

Customer Service 204

Customer Service Advertising Coaching Self service 204

Calltools

SEPTEMBER 6, 2023

Most customers prefer talking to a person on the phone to receive customer service. However, there are others who would rather find the answers they need without connecting to a live person. Utilizing self-service options can help save your agents’ time and provide a better experience for your customers.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

ShepHyken

JULY 5, 2019

Use data to better understand your customers. According to Epsilon , 80% of consumers are more likely to do business with a company that offers personalized experiences. Offer a self-service solution. You do not need to talk on the phone, live chat, or email with a customer in order to provide good support.

Feedback 301

Feedback Self service Best practices Scripts 301

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 277

Contact Center Self service Banking Airlines 277

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 230

Technology Customer Service Management CRM 230

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. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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 227

Customer Service Contact Center Technology Big data 227

ShepHyken

NOVEMBER 15, 2019

Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Forrester, for instance, has reported that nearly 40 percent of customer service interactions still take place over the phone. Offering faster, more convenient service at literally any time.

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Interactive Voice Response Customer Experience Self service Contact Center 234

ShepHyken

APRIL 28, 2023

She shares why customer standards matter and how your organization can meet them. Raise your customer service standards. Bell In this article, we’ll discuss the customer service standards customers value the most and how to meet them. Here’s what we’ll cover: What are customer service standards?

Customer Service 162

Customer Service Accountability Self service Customer Support 162

Mindtouch

FEBRUARY 5, 2018

At a high level, a personalized experience is about giving customers what they want. And when it comes to support, 71% of consumers want the ability to solve customer service issues on their own. They expect support content relevant to their product, service, problem, or question. Ask Customers to Log In.

Self service 63

Self service Personalization Accountability Marketing 63

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. It allows them to feel like they can do something with the service they received, whether it was good or bad.

Customer Support 264

Customer Support Customer effort Self service Metrics 264

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks.

Self service 86

Self service Chatbots Contact Center Wait times 86

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. Customer experience has not been left behind.

Technology 327

Technology Customer Experience Complaint resolution Gamification 327

VocalCom

OCTOBER 24, 2017

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Ask for customer feedback.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

ShepHyken

SEPTEMBER 13, 2019

Here are 7 areas we feel are extremely important when it comes to improving the overall live chat experience delivered to customers. . Don’t make customers wait when they initiate live chat requests. Consumers compare your live chat response times with the best service they’ve experienced – regardless of industry.

Customer Experience 272

Customer Experience Technical Support Self service Best practices 272

Fonolo

OCTOBER 23, 2018

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note.

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Netomi

MARCH 30, 2022

What is customer self-service? Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Why is customer self-service important?

Self service 59

Self service Chatbots Customer Service Engineering 59

Beyond Philosophy

OCTOBER 15, 2015

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. consumers said they have stopped doing business with companies that blow it with Customer service.

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Customer Service Multichannel Self service CRM 379

Aspect

SEPTEMBER 19, 2018

As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams? Self Service. Social Presence.

Customer Service 207

Customer Service Self service Contact Center Chatbots 207

Nicereply

APRIL 13, 2022

Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. It’s time for AI to continue evolving and boosting the customer service experience. AI offers personalized products and services. Help you solve customer problems?

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

Zappix

APRIL 22, 2024

With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. This staggering statistic underscores the importance of providing patients with self-service options for appointment scheduling.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

Zappix

MARCH 21, 2024

In the ever-evolving business landscape, one thing remains constant: the importance of exceptional customer service. As we delve deeper into the digital age, customer expectations continue to soar, pushing companies to adopt new strategies and technologies to meet these demands.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere.

Self service 59

Self service Virtual Agent Chatbots Technology 59

Comm100

FEBRUARY 6, 2023

Improving customer experience goes beyond being on call 24/7 to address clients’ issues. It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure. A good CX is customer-centered. Doing this sends a message that you value your customer.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

Zappix

DECEMBER 22, 2021

According to Shep Hyken and Forbes, 96% of customers will stop doing business with a company because of bad customer service. Improving customer satisfaction and delivering excellent customer service experiences should be more important than ever for today’s business leaders.

Self service 52

Self service Personalization Customer Service 52

bold360 Blog

AUGUST 14, 2019

When something goes wrong at work, chances are you need to get it solved ASAP – and waiting around for the next available support person is not an option. So after you’ve exhausted all “self-help” resources you log a ticket or send an email. As consumers we want self-service, but as employees, we tend to shy away.

Self service 51

Self service Customer Service Education Personalization 51

Mindtouch

MAY 4, 2018

Among the many challenges facing customer service departments, cost is near the top of the list. Things like high ticket volume and agent turnover can be among the most costly; but high-effort customer service experiences tend to be the multiplier. Definition of a Web Self-Service Portal. Sumo Logic Support.

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Self service Engineering CRM Customer Support 78

aircall

JUNE 2, 2021

How do you let your customers know about your new products and services? Everyone knows that effective communication is the foundation of good customer service. Although there are multiple types of communication channels available today, we’ll tackle the seven most important and most frequently used for customer service.

Personalization 62

Personalization Customer Service B2B Self service 62