Are Your Customer Care Metrics Customer-Centric?


Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service


This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. They know customers want fast, accurate information as soon as they need it. It’s a Challenge That Chatbots Aim to Take On.

Artificial Intelligence in Customer Care

Cisco Blogs - Contact Center

Here are three areas where AI will transform the world of customer care. Collaboration ai artificial intellegence chatbot contact center Customer Care customer serviceWorkflow applications are ripe for disruption with the advent of artificial intelligence (AI).

Customer Service Chatbot Success Stories to Learn From


Chatbots for customer service are still new and unfamiliar to many, and it can be difficult to identify use cases that customer service chatbots could be useful for. The post Customer Service Chatbot Success Stories to Learn From appeared first on InTheChat.

2018: New Ways Cloud Will Enhance Customer Care


Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.

Why Artificial Intelligence Now—and Why in Customer Care?


Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

The 3 Hottest Trends Impacting Outsourced Customer Care


The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.

Wasn’t 2018 supposed to be the year of the chatbot? What happened?


The post Wasn’t 2018 supposed to be the year of the chatbot? Chatbots Contact Center customer experience digital customer care digital customer service digital strategyIn our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018.

5 Top Customer Service Articles for the Week of January 28, 2019


Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience.

Amazing Business Radio: Brad Birnbaum


How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Every support agent should have all the information about the customer in front of them.

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care


In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We are behind.” thought leadership branded assistant artificial intelligence customer service customer engagement chatbots ecommerce

5 Top Customer Service Articles for the Week of September 3, 2018


Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level.

The Fact and Fiction of Chatbots: Expectation vs. Reality


Chatbots! As someone who reads, writes, and speaks about customer engagement technologies for a living, I make it my job to use as many virtual assistants and chatbots as I can to accomplish my day-to-day tasks. Over the last few weeks, I captured both the positive and negative traits of the chatbots that I used. Remind me, what are chatbots? Some even consider Amazon Alexa skills and Google home actions as chatbots. Why do people like chatbots?

5 Top Customer Service Articles For the Week of April 9, 2018


Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts.

The Truth Behind Why Chatbots are Failing Consumers


While the chatbot may be having its 15 minutes of fame, they’re definitely not as efficient as they’re hyped up to be. Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case?

Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience. ChatBots are being used in every industry vertical—retail, automotive, financial services, even healthcare—to replace humans in contact centres.

AI-Human Hybrid – The Right Customer Service Chatbot Solution at The Right Time


With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. For example, customer service chatbots handle initial customer inquiries, as the majority of these requests are simple and easily understood.

Amazing Business Radio: Joshua March


The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?.

How to Think about Chatbots in a Big Picture Kinda Way


What does the future hold for customer service? A Million People are Using Bank of America’s Chatbot” says the headline in American Banker. From mail-order catalogs to touch-tone IVR to chatbots. Chatbots are the new star on the horizon. You need the chatbot to: 1.

5 Top Customer Service Articles for the Week of August 7, 2017


Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? This mismatch can occur even when the organization does due diligence and thinks it knows what customers want.

My Next Webinar - Digital Assistants for Collaboration and Customer Care

Jon Arnold

This is another way of saying chatbots, and what I'm really talking about is the emergence of conversational interfaces as a way to leverage AI to make both collaboration and customer care more effective. I've been doing webinars with Ziff Davis on a steady basis lately, and the next one is about digital assistants.

Convenience is King for Millennials in Customer Service


As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams?

Guest Blog: Customer Communication: Bots are Nice, But Humans are Better


This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken.

Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?


For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

4 Contact Center Reports to Start Off Your Year


It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Our favorite chart: The Current State of Customer Care.

5 Top Customer Service Articles for the Week of 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. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

Five Ways to Disrupt Your Competition with Customer Service


Doing something that is so noticeable that it pulls customers to you. Start comparing yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. Call your customer. Go to your customer.

Chatbot Secret Sauce: Seamless Escalation to a Human


The consensus is that artificial intelligence is becoming good at many “human” jobs - diagnosing disease, translating languages, providing customer service - and it’s improving fast. Customer service requires both kinds of capabilities. Bots in Customer Care. The results from entering “customer service representative” are illuminating. However, what has become increasingly clear is that it isn't about chatbots or intelligent virtual assistants replacing agents.

Strike the Balance Between the Digital Experience and the Human Experience


A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. If a customer needs support, a chatbot may not have all the answers. Zappos is the online retailer that makes it easy to connect with a customer service rep.

Guest Blog: Which Road Is Your Customer Experience On?


This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. So, a customer who is clearly not satisfied and is requesting it to be dealt with is then put into an 8-week delay cycle, how does that address their complaint?

AI Chatbot Trends to Expect in 2018


In recent times, there has been a noticeable shift from the conventional mobile app development to AI chatbots. Such technologies as Intelligent Chatbots are now becoming a number one choice for many businesses out there. AI chatbots. Improved customer insights.

Guest Blog: 8 Exciting Ways AI Delights Customers


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. Verizon fixes customer-affecting issues before they are noticed. Always there for customers. Better customer support, aided by AI.

Guest Blog: Assistive AI for Real Work


This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

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Guest Blog: Digitalizing Customer Service for 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. It is no secret that customers are turning towards digital communication channels when contacting organizations.

5 Top Customer Service Articles For the Week of February 19, 2018


Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service. Customer service training doesn’t cost, it pays.

Guest Blog: How Companies are Using Bots to Enhance Customer Experience


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. Used properly, I believe bots can be an customer service excellent tool. Customer Care Customer Experience

Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively


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. Keep a customer happy, and they’ll stay loyal to you.

Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers


This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Previous Customer Support Experience.

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Guest Blog: How to Ace Customer Service in the Age of Immediacy


This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers.