ShepHyken

JUNE 8, 2018

The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. 25% of us will switch to the next-best choice and 30% are quick to share experiences that left a bad taste.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. This is a taste of what they do to create a better customer, guest, and fan experience.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

Nicereply

DECEMBER 19, 2022

“Customer experience” seems like a simple term, but it’s more nuanced than you might realize. It’s not about customer care —or any single area—but the overall impression your brand makes throughout the customer journey. And no matter how big a company grows, customers are what drives it forward. Greater Retention.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Title: SVP, Customer Experience.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Fonolo

AUGUST 30, 2018

It’s undeniable that AI (and related automated tools like chatbots and virtual assistants) has a range of opportunities to streamline customer service (CS) and lessen the challenges that arise when attempting to deliver a flawless customer experience (CX). The Impact of AI on Customer Facing Roles. Plus so Much More!

Customer Experience 73

Customer Experience Contact Center Big data Chatbots 73

Global Response

FEBRUARY 26, 2024

Technology enables businesses to offer omnichannel support , including email, chat, social media, mobile apps, and traditional phone support. Automated systems like chatbots and self-service portals allow businesses to provide 24/7 customer support.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Fonolo

SEPTEMBER 19, 2018

In fact, we should regard them with even a smidgen of positivity, as they are unique conversation channels that present pathways towards establishing and maintaining relationships with customers. For those of us invested in improving our customer support offerings, we must acknowledge social media as a remarkable space in which to play.

Airlines 237

Airlines Chatbots Education Contact Center 237

Global Response

NOVEMBER 10, 2021

When it comes to outsourcing customer support, clients have certain requirements and expectations. Beyond providing a positive experience for customers, a large number of factors contribute to the customer experience which need more.

Customer Support 48

Customer Support outsourcing Customer Experience Best practices 48

ShepHyken

FEBRUARY 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Who doesn’t want customer loyalty? Leveraging Tech To Improve Customer Experience: 11 Smart Techniques by Expert Panel.

Customer Service 289

Customer Service Entertainment Technology Customer Experience 289

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. Here are my top five picks from last week.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

CSM Magazine

MAY 16, 2023

How Deel brings customer support team in-house and elevates customer experience. As Global Head of Support and Services, I lead our growing customer experience team and have had the privilege of witnessing first-hand the explosive growth of the company – e.g. from $57M ARR to 295M ARR within a year!

Customer Experience 52

Customer Experience outsourcing Feedback Education 52

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Solvvy

JULY 10, 2018

But what about customer support? Many companies often overlook the role of customer support in driving revenue. A new type of team structure is embedding customer support into the product team, especially during product ideation. Using Great Customer Experience as a Differentiator.

Customer Support 48

Customer Support Sales Marketing Feedback 48

Hodusoft

MARCH 15, 2024

In today’s competitive business landscape, customer experience (CX) is no longer a “nice to have” – it’s a must-have. As per a report , brands that offer excellent customer service make 5.7 times more revenue as compared to their competitors who are at the bottom of the customer experience rankings.

Advertising 52

Advertising Wait times CRM Personalization 52

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. He shared a case study that I’ve often thought about and even referenced in my articles and videos.

Customer Service 285

Customer Service Consulting Consulting Surveys 285

Global Response

MARCH 25, 2024

It covers all channels (email, chat, online, in-person) and includes both positive and negative customer experiences. This leads to enhanced customer satisfaction, increased loyalty, higher retention rates, and, ultimately, a better bottom line. Think through your different customer personas and what each one would expect.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

Comm100

FEBRUARY 10, 2022

In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. In an example offered by McKinsey, the US Department of Homeland Security (DHS) improved customer experience by reducing screening times for low-risk travelers.

Government 52

Government Customer Experience Chatbots Wait times 52

ShepHyken

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. How to Use Email Support to Deliver Better Customer Experiences b y Alan Finlay.

Customer Service 193

Customer Service Surveys Customer Care Feedback 193

Kayako

MARCH 3, 2016

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results.

Metrics 69

Metrics Customer Support Abandon rate Average Handle Time 69

BlueOcean

MARCH 19, 2024

The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking. When you are moving your customer support channels from one outsourcer to another, you can’t let the slow turning wheels of legal compromise your cut-over.

outsourcing 71

outsourcing Customer Care Best practices Management 71

JivoChat

MARCH 31, 2021

You can ensure this connection stays in place with omnichannel customer service. What is Omnichannel Customer Experience? An omnichannel customer experience is a multichannel approach to selling and communicating with your customers. This is often expected by the customer. Let’s take a look. .

Customer Experience 52

Customer Experience Multichannel Metrics CRM 52

ProProfs Blog

JANUARY 28, 2021

How to Ask for Testimonials from Your Customers. Follow Up After a Good Customer Support Service. Where to Feature Customer Testimonials to Get More Sales. Publish Blog Posts and Case Studies. Harness the Power of Customer Testimonials. Follow Up After A Good Customer Support Service.

Feedback 148

Feedback Surveys Customer Support Sales 148

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 106

Call Center Management Wait times Contact Center 106

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Disney Institute Customer Experience Summit – May 7-9, Anaheim, CA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. The post This Is How You Save On Customer Support appeared first on LiveChat.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

ShepHyken

JANUARY 16, 2017

At the end of their experience, you want your customers to say, “I want to come back for the sequel.”. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017.

Customer Service 218

Customer Service Customer retention B2C Contact Center 218

NobelBiz

MAY 25, 2023

By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Trusting the data can improve the customer experience. In addition to the above benefits, CDP software can help contact centers to personalize their interactions with customers.

call center software 98

call center software Call Center APIs Contact Center 98

Global Response

FEBRUARY 1, 2024

Once you’ve determined your needs and your budget, you can then allocate your resources to whatever fits your business needs the most: 24/7 customer support Advanced technology, such as omnichannel support and AI chatbots Increased number of agents Specialized services tailored to your industry Ready to perfect your CX?

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. Live engagement sets customers at ease. Attention to Detail. Analytics are more important than ever.

Call Center 376

Call Center Technology Banking Contact Center 376

Global Response

APRIL 17, 2023

Feature #1: Multilingual Support While multilingual support might seem like a “nice-to-have,” especially for companies who focus primarily on a US-based audience, the data tells a different story: 72% of consumers said they’d be “more likely to buy a product with information in their own language.” Ready to perfect your CX?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62