Remove Customer Care Remove Customer Experience Remove Customer Service Remove Customer Support

Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . This puts a lot of extra pressure on businesses to deliver exceptional customer service.

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

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Customer Care vs. Customer Satisfaction

Fonolo

We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. These words hold true sustenance and can dramatically impact the success of your contact center team: customer care and customer satisfaction.

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. But, in the meantime, what happens to customer service? Customer service takes precedence.

Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait

ShepHyken

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. In fact, three-quarters of online customers expect help within five minutes.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

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? Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization.

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. Are Chatbots Really an Ideal Solution for Customer Service?

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. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. So, how is AI changing 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. BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way. Here are five tips to improve social customer service.

Guest Blog: How Millennial’s are Changing the Customer Service Landscape

ShepHyken

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. They are literally changing the rules of customer service on the fly. Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. They trust each other more than a faceless support agent or company “agenda.”.

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. Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power.

5 Top Customer Service Articles for the Week of December 9, 2019

ShepHyken

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. These brands know how to get customers to come back again and again.

10 Practical Ways to Improve your Online Customer Service

REVE Chat Blog

A business with a great quality product that captures a niche in the market but fails to appease customers can never be successful. companies lose more than $62 billion annually due to poor customer service.”. Why is online customer service important? .

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? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. This article has some interesting comments about which industries deliver the worst overall service.

Chatbots in Banking: The New Must-Have in Customer Care

Inbenta

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. For years, customers have been demanding more from their financial institutions. Guiding Bank Consumers Towards Digital Self-Service.

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Customer support is just like this. ” Plot Out Customer Journeys.

4 Powerful Strategies to Deliver Superior Customer Support

Wowdesk Blog

Customers are the foundation for every successful business. Considering the importance of customers and addressing their needs efficiently ensures the long-term growth of an organization. . Strategies to improve customer service standards. Provide multi-channel servicing.

How to Develop a Customer Service Strategy for Your Contact Center

Fonolo

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back.

Free Webinar: Redefining Customer Support Experiences

CSM Magazine

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! Nikhil Kelkar, Senior Director Customer Support Strategy, LinkedIn.

5 Top Customer Service Articles For the Week of October 24, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine.

Customer Support Services for E-gaming and E-sports Industry

OctopusTech

Yet, without a smooth user experience, the game’s popularity can suffer a setback. So, with a growing demand for e-games, it is becoming important to get help via Customer Support Services on time. Five Principles of Successful Customer Support.

Artificial Intelligence in Customer Care: What, Why, and How

Noble Systems

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as their top priority. Businesses that recognize delivering extraordinary customer experiences is a key differentiator have started to completely rethink their approach. Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. Then we’ll cover why you should care.

5 Top Customer Service Articles For the Week of April 2, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey.

5 Top Customer Service Articles for the Week of September 4, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life.

A Step-by-step Guide to Provide Exceptional Customer Support

ProProfs Chat

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer Surveys.

Building a Culture of Customer Care Isn’t Easy

Kayako

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to. Customers can make crazy requests. But, it’s the first step in helping your customer.

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? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. This mismatch can occur even when the organization does due diligence and thinks it knows what customers want.

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. If a customer needs support, a chatbot may not have all the answers. That’s the way it should work – just at the right point, moving to the human experience.

5 Top Customer Service Articles for the Week of April 1, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. Use of AI in customer service is predicted to increase by 143 percent over the next 18 months. Do Customers Trust Your Tech?

The Top Customer Service Conferences to Attend in 2020

Fonolo

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.

The Best and Worst 2021 Call Center Outsourcing Practices for Customer Care

Blueship Call Center

Customers’ trust was diminished due to an inability of many companies to provide fundamental customer care. But as the period of lockdown ends, and business processes start over again, it is time to redeem the image with top-quality call center outsourcing services. Identifying the Good and Bad of Customer Service. A customer service outsourcing company can do wonders to your business. Respecting Customer.

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? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?. Every support agent should have all the information about the customer in front of them.

Why Must I Repeat Myself Again and Again?

ShepHyken

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? How about when you dial the company’s support number and the automated prompt asks you to put in your customer number. Then the customer support rep comes on and the first thing he or she asks you is, “What’s your customer number?”.

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. I believe that as a quick first line of support, live chat is a great alternative. This means that you should know how to hire live chat agents who are going to delight your customers. If he or she lacks any, they might not be the best choice for your customer support team. Previous Customer Support Experience.

5 Top Customer Service Articles for the Week of November 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.”

AI Customer Service: Today’s Most Transformative Technologies

TechSee

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5

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. Viewing your supplier as an extension of your internal organization invites the opportunity for knowledge sharing, process improvements, risk reduction, and product/service innovation.

5 Top Customer Service Articles For the Week of March 20, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer.

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

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. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Guest Blog: Things to Consider Before Buying a Live Chat Software

ShepHyken

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. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers. But do they always succeed in making their customers happy? Increases Customer Satisfaction Ratings.