ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. Compare that with 10-15 hours of screen time! Get creative!

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Customer Service Self service Customer Support Scripts 243

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. The answer is in Omnichannel Customer Service, and we’ll tell you why.

Customer Service 270

Customer Service Customer retention Self service Sales 270

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. In fact, while self-service was once a way of reducing contact centre costs it’s now part of strategy to enhance customer service. Published on: June 01, 2022.

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Self service Best practices Management Customer Service 118

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder. The low-hanging fruit was picked long ago.

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Self service Call Center Interactive Voice Response Chatbots 87

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

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.

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Self service Accountability Airlines Customer Care 110

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.

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Self service Customer Support Average Handle Time Wait times 52

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?

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Self service Contact Center CRM Customer Support 58

Zappix

MARCH 6, 2024

In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. This statistic alone underscores the pivotal role that self-service platforms play in shaping customer satisfaction and retention.

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Self service CRM Wait times Chatbots 52

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.

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Customer Service Complaint resolution Agent burnout Customer Support 97

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?

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Self service Surveys Customer Support Customer Service 105

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

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

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. It was perceived as the norm that outside business hours, clients were deprived of any way to ask a question. [ … ].

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Self service Personalization Customer Service 118

ViiBE Blog

SEPTEMBER 29, 2023

ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. That is why self-service was invented. What is customer self-service?

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Self service Banking Feedback Chatbots 52

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. Utilizing self-service options can help save your agents’ time and provide a better experience for your customers. If you don’t, your customers may choose to turn to those companies.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self service 209

Self service B2B SaaS Enterprise 209

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

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Self service Best practices Customer Support Chatbots 118

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

JULY 5, 2019

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. With self-service tools, like a knowledge base software , you can communicate answers to questions in a fast and more efficient manner – no human intervention required.

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Feedback Self service Best practices Scripts 300

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 161

Customer Service Self service Customer Experience Surveys 161

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. At the same time effective self-service benefits businesses, increasing efficiency and freeing up resources to focus on more complex, added-value interactions.

Self service 92

Self service Customer Service Management 92

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Share this page on: Tweet.

Self service 63

Self service Customer Service Management 63

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 229

Technology Customer Service Management CRM 229

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 275

Contact Center Self service Banking Airlines 275

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 226

Customer Service Contact Center Technology Big data 226

Babelforce

JULY 15, 2021

Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access support in this way. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service?

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Self service Contact Center Chatbots Interactive Voice Response 98

delighted

MAY 4, 2022

If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. What is customer self-service? Why is customer self-service important? Why is customer self-service important?

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Self service Abandon rate Surveys Feedback 81

ShepHyken

NOVEMBER 23, 2018

It allows them to feel like they can do something with the service they received, whether it was good or bad. 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. Element #7: Friendly.

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Customer Support Customer effort Self service Metrics 262

Customers That Stick

FEBRUARY 2, 2015

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. Photo credit (leave me alone): [link].

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Self service Technology Sales Customer Service 154

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.

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Self service Chatbots Contact Center Wait times 86

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?

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Self service Chatbots Customer Service Engineering 59

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.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

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 161

Customer Service Accountability Self service Customer Support 161

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.

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Self service Interactive Voice Response Contact center software Banking 91