Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

CSM Magazine

MARCH 26, 2020

Scheduling service, communicating with walkers, and contacting customer support must be native in-app and provide reliable tools for pet parents. This meant supporting both Android and iOS users, offering full feature parity between the two platforms to provide a seamless experience for every situation. UJET provides Wag!

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

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. The common theme is that they are short and easy on the customer.

Customer Service 278

Customer Service Surveys Customer Experience Feedback 278

JivoChat

JULY 26, 2023

In today’s fast-paced business environment, exceptional customer support is a must as businesses adjust to rising client demands. The evolution of customer support tools from traditional systems to cutting-edge AI-driven solutions has been transformative, enhancing proactive and seamless support experiences.

Customer Support 75

Customer Support Customer centricity Chatbots Analytics 75

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

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

TeleDirect

DECEMBER 11, 2022

Regardless of what industry you’re in, you can improve your customer service and public image by offering your staff and customers a comprehensive knowledge base. If you’re in the dark about using a knowledge base for customer support, read on. Why Offer a Customer Service Knowledge Base?

Customer Support 62

Customer Support outsourcing Call Center Contact Center 62

Select VoiceCom Blog

JANUARY 8, 2024

SVC partners with a New York media outlet SVC began an outsourcing partnership with a New York media outlet in 2020 to assist them in customer service and retention as well as tech support. To start, we set out to create a team of 20 voice (customer support and customer retention) and non-voice (chat and email help desk) agents.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Vcaretec

APRIL 10, 2023

Outsourcing customer service is a common practice among businesses today. It involves hiring a third-party company to handle customer support inquiries and complaints on behalf of the business. Check their references and ask for case studies or examples of how they have helped businesses similar to yours.

outsourcing 52

outsourcing Customer Service Self service Best practices 52

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Customer Service 219

Customer Service Customer retention B2C Contact Center 219

CSM Magazine

JANUARY 30, 2024

In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. Recognizing the pivotal role customer service plays in this quest is the first step towards a more rewarding consumer journey. Apple Inc.,

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. From the ease of making deposits to the swiftness of payouts, online gambling sites have continuously worked to improve the user experience for their customers.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

ShepHyken

JUNE 10, 2016

I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Lauderdale.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Global Response

OCTOBER 17, 2023

Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing. Outsourcing provides increased cost-efficiency and flexibility even while providing excellent service. 24/7 customer support availability.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

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 Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Global Response

DECEMBER 21, 2023

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. What is Customer Service Outsourcing?

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

CCNG

AUGUST 9, 2023

For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. Programs like ChatGPT have the potential to drive innovation in customer experience by creating new ways of engaging with customers and solving their problems.

Contact Center 195

Contact Center Chatbots Education Technology 195

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Engineering Education 108

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Webinar: The Impact of AI in Customer Experience. Successful Cases Studies.

Airlines 237

Airlines Chatbots Education Contact Center 237

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? What Is Customer Service Outsourcing? There are three main ways to outsource customer service: offshore , onshore , or nearshore.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. FCR improved by 22%.

Technology 117

Technology Customer Service Self service Contact Center 117

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

aircall

JUNE 9, 2021

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. Choosing the most effective customer service channels is a good way to start. Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. A House on Fire, a House Restored.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

Hodusoft

MARCH 15, 2024

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. Frustrated customers with nowhere to turn, long wait times, and a disconnected experience across channels are a recipe for disaster.

Advertising 52

Advertising Wait times CRM Personalization 52

Fonolo

APRIL 18, 2019

The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function? Investing in the right technology can go a long way in reducing costs while actually improving the overall quality of customer service. Successful case studies.

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

VirtualPBX

JUNE 22, 2021

This week we want to thank our customer, 1st Classic Transportation, for participating in our new case study video that shows how successful the company has been in using its phone system to power through the economic slowdown caused by COVID-19. It’s a service] which other phone company providers do not have.”.

Transportation 99

Transportation Customer Support Personalization Sales 99

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Nicereply

MARCH 28, 2019

Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales. Each customer you interact with is different. Formal or Casual? Don’t Be Afraid to Apologize.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

LiveChat

JUNE 19, 2018

If there’s one perfect customer support software for all the businesses out there, that’s LiveChat. Let me guide you through the process of choosing the right customer support software for you. Many companies I’ve talked to while creating their case study, shared what was going on that pushed them to install LiveChat.

Customer Support 44

Customer Support Accountability Self service Personalization 44

Solvvy

OCTOBER 17, 2019

Skyrocketing sales are great for your bottom line—but sometimes aren’t so sweet for your customer support team, who are suddenly deluged with inquiries about whether your products are vegan or hypoallergenic, and by the way, is the red shoe pattern more of a ruby-red or a maroon shade, and when is that order arriving again? .

outsourcing 48

outsourcing Customer Service Scripts Business Process Outsourcing 48

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. On the other hand, poor customer service can cost companies dear. They’re seething. And what do they get?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32