ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. Daniel Eisenhut • VP, Services & Support, Emarsys • @eisenhut_dan • LinkedIn.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

Aspect

OCTOBER 6, 2017

One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. This desire for self-service can be traced back to the expectations of the new “ now consume r.” You can also find more information on self-service, here.

Self service 88

Self service Customer Experience Surveys Personalization 88

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” Imagine that… A Top Five List!

Customer Service 192

Customer Service Airlines Self service Customer Experience 192

ShepHyken

JULY 12, 2019

At the heart of this is the need to create better customer experiences and deliver new services. This is demonstrated by the fact that almost half of the business executives that McKinsey surveyed reported that their companies have embedded at least one AI capability in their business already – e.g. customer service.

Customer Experience 268

Customer Experience Technology Enterprise Analytics 268

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

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. The speed of service delivery has a massive effect on how customers view your support. Element #1: Fast.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

aircall

JANUARY 11, 2017

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer. What is customer self-service?

Self service 81

Self service CRM voip First call resolution 81

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming 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. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 122

Contact Center Self service Analytics Banking 122

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. Use social media as a forefront of customer service.

Technology 327

Technology Customer Experience Complaint resolution Gamification 327

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. Goal: Improve Agent Satisfaction. They invest to meaningfully improve the customer experience. As an example, evaluate abandonment within your web self-service channels. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken.

Abandon rate 237

Abandon rate Journey mapping Average Handle Time Customer centricity 237

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

ShepHyken

NOVEMBER 10, 2017

I believe that chat is an excellent self help tool. These challenges must be tackled to achieve improved quality and quantity of leads. A live chat tool can help businesses significantly improve lead capture efforts, customer onboarding, and long-term support. It improves the buying experience.

Transportation 185

Transportation Analytics Banking Metrics 185

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Real-time agent analytics improve the ability to track agent response times and KPI’s.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Jeff Dahms is Vice President of Research & Development at Customer Service Profiles. These are great strategies to help take care of your internal customers.

Surveys 207

Surveys Feedback Customer Service Management 207

Mindtouch

FEBRUARY 27, 2018

The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. Tips for Improving CES Through Self-service.

Self service 48

Self service Customer effort Analytics Metrics 48

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. That is, what would you like besides attaining the freedom of being self-employed and making money? Shep Hyken. What Message Are You Conveying?

Surveys 214

Surveys Accountability Management Customer Service 214

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. While many organizations have adopted the use of customer feedback to help better understand customer expectations, but this has not typically resulted in customer experience improvements. Customer Perception = Their Reality. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

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”. Customers now also expect to have choices….

Self service 58

Self service Contact Center CRM Customer Support 58

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. Customer service needs customer data. Providing real-time, contextual service for each customer relationship isn’t easy, and there’s no shortcut.

Customer Service 227

Customer Service Contact Center Technology Big data 227

ShepHyken

JULY 21, 2017

Learn about the product or service – The customer support agent needs to know everything about the product or service you are selling. It is through continuous education and self-improvement that you are going to make your team impeccable.

Customer Support 229

Customer Support Chatbots Personalization Education 229

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

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

Self service 221

Self service Airlines Chatbots Consulting 221

Beyond Philosophy

NOVEMBER 2, 2023

That Awesome Future Self We also make choices at the moment, which are subject to the Immediacy Bias, which clouds our judgment about the prudence of waiting for a reward later. One of the things that ties all these together is our sense of self and how we define ourselves. Right now, present-day self is going to binge 90-day Fiancé.

Personalization 221

Personalization 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. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Why collaboration is key to customer service success In a customer-centric world, meeting consumer expectations is part of everyone’s role. Published on: January 09, 2020.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Self service 207

Self service Analytics Transportation Healthcare 207

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 52

Contact Center Self service Analytics Banking 52

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

Zappix

APRIL 16, 2021

With the proliferation of digital services over the past five years — highly accelerated by the COVID-19 pandemic — customers are demanding more and more digital solutions, and expect better automation and self-service than ever before. To avoid customer enragement and unlock customer engagement.

Self service 40

Self service 40

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Improve the look and feel for better readability.

Real estate 48

Real estate Self service Management 48

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106