ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. Here is what happened. We called to let them know what we wanted.

Advertising 296

Advertising Entertainment Marketing Personalization 296

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. This week we feature an article by Robert C.

B2B 270

B2B Customer Support CRM B2C 270

ShepHyken

JUNE 7, 2019

Given that 29% of calls lead to a purchase, and 77% of customers say they won’t make a purchase if a brand doesn’t offer live chat support , companies that don’t take these trends seriously risk missing out on lucrative potential revenue. Consumers want to connect with your business. Consumers Demand Immediate Connection.

Customer centricity 298

Customer centricity Advertising outsourcing Chatbots 298

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. As has been widely documented, the balance of power in today’s marketplace has shifted away from the town square and to the customer.

Chatbots 288

Chatbots Customer Experience Marketing Customer Support 288

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 273

outsourcing Customer Support Customer Service Technology 273

ShepHyken

AUGUST 25, 2017

Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. They use data from what the customer is saying to personalize the interaction. Many small businesses are looking for ways to streamline communication. But, only 36% can respond that fast.

Chatbots 369

Chatbots Customer Service Best practices voip 369

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication.

Customer Service 315

Customer Service B2C Airlines Management 315

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. You want empathetic employees, sure; but you want to support them with a service design that anticipates the emotions customers carry with them and helps employees deal with them. Shep Hyken . If you’re like us, you’re tired. Design is the key word here.

Customer emotions 317

Customer emotions Management Banking Personalization 317

ShepHyken

JUNE 28, 2019

That’s what we all fear. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”.

Contact Center 279

Contact Center Self service Banking Airlines 279

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. Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. Yes, really.

Customer Service 247

Customer Service Self service Customer Support Scripts 247

ShepHyken

SEPTEMBER 13, 2019

You could be answering a prospect who has questions about a product, or a customer requiring technical support. You could be answering a prospect who has questions about a product, or a customer requiring technical support. Do not take any shortcuts and make sure you know what you’re talking about. Be sure of your answers.

Customer Experience 274

Customer Experience Technical Support Self service Best practices 274

ShepHyken

DECEMBER 13, 2019

It is easy for CX professionals to be overwhelmed when they seek support from CX solutions as they often find themselves surrounded by countless vendors offering “better, smarter and faster” solutions. Get it right, and you give the initiative the very best chances for success. Map out your journey.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

OCTOBER 19, 2018

AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. AI can consider channel behavior (in-store, print, SMS, social, web, email, support chat, mobile app, and more) as well as lifecycle stage of an end consumer. Introduction: AI in CX. _.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

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. What you need: ? What you’ll need: ? Hugh Beaulac, ? MC2 Bid4Papers ?.

Personalization 219

Personalization Customer Service Marketing Sales 219

ShepHyken

OCTOBER 6, 2017

Stoicism] helps us overcome destructive emotions and act on what can be acted upon. […] it’s built for action, not endless debate. The Stoics argue that you should only focus your attention on what’s inside of your control. When you’re working in customer service, difficult customers are a part of your job.

Customer Service 319

Customer Service Personalization Customer Experience 319

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. What actions should a company take at an internal level? Complaints give the insights to what is lacking within the current processes. Shep Hyken. Disappointments can be delightful!

Advertising 274

Advertising B2B Employee engagement CRM 274

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. You will need to analyze what are the most effective strategies to implement on your blog and make money with them. For example, if you already own a company and sell products (physical or digital), you can use the blog to promote your brand. Advertising.

Advertising 75

Advertising Sales Marketing Best practices 75

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

ShepHyken

NOVEMBER 29, 2019

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. So, what part does technology play in this?

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. But this is what you need to improve your existing products or services further. So, what’s your next move? Can be many.

Customer Support 257

Customer Support Sales Marketing B2B 257

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. It’s an opportunity to give your perspective on traveling and that’s what can make your blogpost unique. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

JivoChat

NOVEMBER 3, 2022

Do you know how to create a blog on WordPress? With just a few steps, you can have your own blog up and running. There are millions of different blog types on the internet, you can write about multiple topics and conquer visibility in specific niches. Besides, your blog won’t display WordPress ads. .

Engineering 75

Engineering Best practices Accountability Personalization 75

ShepHyken

JANUARY 11, 2019

What is the customer feedback loop? What many companies don’t realize is that they can turn this feedback into revenue. Their Genius bars for technical support are also an innovation. Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 236

Feedback Surveys Technical Support Personalization 236

ShepHyken

FEBRUARY 15, 2019

Not only do you want your staff to feel in control of what they’re doing, but you want features that make typically unpopular tasks much easier to perform. This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken.

Sales 223

Sales Personalization Feedback Management 223

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. Proactive support. What’s most important in self-service, is that customers can connect through several channels, including the phone, email, website, messenger, and social media.

Self service 185

Self service Chatbots Personalization Interactive Voice Response 185

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. They clearly view the CX function as an opportunity rather than an unavoidable cost.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

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. Have you ever wondered what it would take to get back to the old days? Need some tech support? What sets these apart is their intelligence. Shep Hyken.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Being innovative as you were born each day” is the new anthem of the young generation or the Millennials, what you call them as.

Analytics 316

Analytics B2B Technology Enterprise 316

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. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JANUARY 5, 2018

Customer service agents need to have customer data available at their fingertips, and this includes support history and other customer preferences you may have in your database. 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. – Shep Hyken.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

ShepHyken

NOVEMBER 15, 2019

You’ve heard by now of all the practical ways that today’s dynamic IVR can support your customer experience, including: Providing simple self-service functions such as balance checking or order status without needing to talk to an agent. Offering faster, more convenient service at literally any time. Get Straight to the Point.

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. So, what can be done to address the problem? I think a great self-service option is key for everyone.

Self service 200

Self service APIs Surveys Analytics 200

ShepHyken

OCTOBER 25, 2019

So what should we look for in a new hire? What do we do with them? This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Who you hire, then how you lead them.

Call Center 192

Call Center Scripts Contact Center Advertising 192

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. Customer experience depends on how good the customer support and the customer success departments are. . That is NOT true.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ShepHyken

NOVEMBER 24, 2017

If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Are you paying attention to what your customers are saying on social media? Are people asking for customer support? If you’re not, it’s time to start. Timing Is Everything.

Customer Service 221

Customer Service B2B B2C Accountability 221

ShepHyken

NOVEMBER 10, 2017

A live chat tool can help businesses significantly improve lead capture efforts, customer onboarding, and long-term support. When website visitors see something of value and find proactive live chat support to clear the doubts, there is a higher chance of being converted into a customer.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Pay Attention When Hiring.

Customer Service 209

Customer Service Education Customer Support Management 209