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

ShepHyken

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.

Guest Blog: Which Road Is Your Customer Experience On?

ShepHyken

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Find out now how your customer’s journey is?

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Are Your Customer Care Metrics Customer-Centric?

ClearAction

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.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog.

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business

ShepHyken

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

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.

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

ShepHyken

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

Why Artificial Intelligence Now—and Why in Customer Care?

Avaya

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.

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

InTheChat

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.

Amazing Business Radio: Brad Birnbaum

ShepHyken

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.

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

ShepHyken

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.

Top 10 Chatbot FAQs

Comm100

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. How do bots improve the customer experience? Intents are contained in the questions that visitors ask chatbots.

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

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.

14 Real Life Chatbot Examples to Implement your Bot Strategy

REVE Chat Blog

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience. Real life chatbot examples to implement your bot strategy . Many brands are still unsure about how a chatbot fits into their strategy.

The power of personalisation in customer experience

Aspect

It’s no secret that customer experience has been rapidly evolving in recent years, with consumer habits and demands changing daily and new communication channels opening continuously. The post The power of personalisation in customer experience appeared first on Aspect Blogs.

Strike the Balance Between the Digital Experience and the Human Experience

ShepHyken

A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. The digital experience had gone awry. There needs to be a balance between the digital and human experience. A total digital experience is not always possible.

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

ShepHyken

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. So, how is AI changing customer experience?

Top 10 Chatbot FAQs

Comm100

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. How do bots improve the customer experience? Intents are contained in the questions that visitors ask chatbots.

Amazing Business Radio: Joshua March

ShepHyken

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. ? ? ?.

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

ShepHyken

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.

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

ShepHyken

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.

5 Top Customer Service Articles for the Week of December 17, 2018

ShepHyken

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.

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

ShepHyken

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.

How To Add Digital Customer Experience

Quiq

Share This Story Today’s consumers expect the ease and convenience of digital engagement as part of their experience with brands. Here’s how to add digital customer service to your existing channels: Identify your common questions . What is Digital Customer Service?

5 ways to improve your customer experience with conversation intelligence

Tethr

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience.

Chatbots – is it love at first click?

Eckoh

Chatbots are now being taken seriously because they can support your contact center agents, boost customer loyalty and save a fortune if used in the right way. Compared to other innovations, Chatbots have been a slow burner. Chatbots vs Spouses.

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

ShepHyken

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.

4 Contact Center Reports to Start Off Your Year

Fonolo

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.

Five Ways to Disrupt Your Competition with Customer Service

ShepHyken

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.

Guest Post: Why Businesses Must Emphasize a Human Touch Over the Phone

ShepHyken

In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed. Read Shep’s latest Forbes article: Fraud Is Eroding The Customer Experience.

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

ShepHyken

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.

Convenience is King for Millennials in Customer Service

Aspect

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?

How to Think about Chatbots in a Big Picture Kinda Way

Fonolo

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.

Chatbots – now's the time to take them seriously

Eckoh

Chatbots are now being taken seriously because they support your agents, take secure payments and reduce queues. Compared to other innovations, Chatbots have been a slow burner. For years, the bad Chatbots have been ruining it for the better ones. Chatbots vs Spouses.

Guest Blog: 8 Exciting Ways AI Delights Customers

ShepHyken

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.

The Role Of AI In Customer Experience

Pointillist

“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated.

Three Ways to Improve Customer Experience with UC

Revation Systems

And now, the focus is shifting to customer experience. According to Forrester , 72 percent of today’s businesses say that improving customer experience is a top priority. Automate Self-service through Chatbot Technology.

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

TechSee

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. In more advanced solutions, the conversation can switch back and forth between human agent and chatbot,with the customer none the wiser.

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

ShepHyken

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.

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

ShepHyken

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.