ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service.

Customer Service 166

Customer Service Self service Personalization Marketing 166

Inbenta

NOVEMBER 9, 2021

There is little surprise then that the new wave of digital banking is all about customer experience. . Banks need to improve the quality of their customer service without sacrificing time to redundant user queries. This means seamlessly providing scalable 24/7 customer support on multiple channels and languages.

Banking 95

Banking Chatbots Customer Care Self service 95

ShepHyken

NOVEMBER 23, 2018

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? To be good, a customer support interaction needs to be….

Customer Support 169

Customer Support Customer effort Self service Metrics 169

Noble Systems

JULY 15, 2019

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. AI Defined.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity.

Customer Experience 271

Customer Experience Customer Service Chatbots Upselling 271

ProProfs Blog

FEBRUARY 7, 2020

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 support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ShepHyken

JUNE 4, 2021

The authenticity of an organization very much depends on the quality of the customer support that it provides. An up-to-the-mark first-call resolution (FCR) must be maintained to sustain a good customer experience. As the means of customer support are evolving, so is the significance of FCR.

First call resolution 200

First call resolution Management Chatbots Self service 200

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 77

Technology Customer Experience APIs Consulting 77

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

NICE inContact

JANUARY 24, 2018

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. Digital Transformation.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Solvvy

DECEMBER 23, 2019

Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! To give you a better idea of what our customers have to say, here’s a short recap of some of our recent reviews: Beth R. ,

Self service 62

Self service Technology Chatbots Best practices 62

CSM Magazine

MAY 2, 2019

A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company.

Customer Experience 91

Customer Experience Management Self service Interactive Voice Response 91

ShepHyken

JULY 22, 2016

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. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Blueship Call Center

JULY 7, 2023

Whether you like it or not, customers are the heartbeat of your business, therefore providing excellent outsourced customer care services is crucial to its success. Without consumers, a business cannot make a profit and has no reason to exist, even if it offers the greatest goods and services on the planet.

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

ShepHyken

APRIL 2, 2018

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.

Customer Service 135

Customer Service Self service Surveys Scripts 135

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. This blog discusses six ways to improve customer experience in healthcare.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 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

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self service 209

Self service B2B SaaS Enterprise 209

bold360 Blog

AUGUST 27, 2020

The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. The bot and live chat really helped relieve the call center [as it transitioned to WFH and] as customer demand spiked,” she said. Maland and her team scrambled but made things work.

Customer Support 52

Customer Support Chatbots Transportation Self service 52

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

ShepHyken

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. My Comment: I’m still surprised at the number of companies that don’t embrace social media as a viable customer support channel.

Customer Service 205

Customer Service Self service Chatbots CRM 205

Quiq

AUGUST 24, 2021

eCommerce’s rise has also led to an increase in customer care needs – As more purchases take place online, brands are also facing a sharp escalation in customer care inquiries related to order management and more. Reroute Off-Hour Care Inquiries to Self-Service Messaging To Drive Conversions.

Self service 74

Self service Customer Care Upselling Customer Support 74

ShepHyken

NOVEMBER 19, 2018

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!

Customer Service 218

Customer Service Customer centricity Self service Customer Care 218

REVE Chat Blog

JUNE 17, 2020

Businesses that build a strong customer experience strategy can reap the benefits of repeat business and develop a loyal customer base. Hence, online customer service is a vital part of the customer experience. For small and medium businesses (SMEs) acquiring customers can be financially compromising.

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78

ShepHyken

DECEMBER 28, 2018

Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. Far more inclined to tap a forum or FAQ page for answers, they have downright driven the decision for companies to beef up their self-service portals. Compare that with 10-15 hours of screen time! Let’s go!

Customer Service 247

Customer Service Self service Customer Support Scripts 247

ShepHyken

SEPTEMBER 4, 2017

My Comment: Want to now what your customers hate more than anything (when it comes to customer service)? Then read this article featuring five of the top “irritations” that customers in any business might experience. When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan.

Customer Service 159

Customer Service Benchmark Customer Care Finance 159

Select VoiceCom Blog

MARCH 1, 2023

With customers worldwide becoming more and more tech-savvy every year, companies are looking for ways to become more reachable, ensuring that their market sees them as dependable brands that can keep up with their demands. Besides availability, customers consider channels in deducing “good customer service.”

Customer Service 52

Customer Service Self service Wait times Chatbots 52

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

Blueship Call Center

APRIL 17, 2023

The series of contacts that take place between a customer and a business throughout their relationship is known as the end-to-end customer experience. A successful company’s foundation is a solid customer service strategy. Customer Service Call Center strategy: What Is It?

Call Center 40

Call Center Customer Service Self service Chatbots 40

Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. Providing your staff with the tools to view their performance and its effect on the customer experience will help them perform better.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Hodusoft

MAY 24, 2023

Remote working is here to stay According to Gartner’s Future of Work from Home for Support and Service Employees report , nearly nine out of every ten support and service leaders and as much as 80 percent of their staff will work from home till 2023. billion mobile phone users in the world. Let’s look at some stats.

call center software 52

call center software Call Center Self service call center solutions 52

Tethr

JUNE 22, 2020

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. Although, you won’t need a Ph.D.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Sykes

MARCH 20, 2020

Within the energy industry, the Public Utility Commissions (PUCs) in every state collect and publish complaint data to help energy providers improve their customer support efforts. Thirteen states have PUCs that provide more details on the nature and context of customer complaints. Frequent or extended power outages.

Customer Experience 52

Customer Experience Customer centricity Advertising Customer Care 52

Sykes

MARCH 19, 2020

Within the energy industry, the Public Utility Commissions (PUCs) in every state collect and publish complaint data to help energy providers improve their customer support efforts. Thirteen states have PUCs that provide more details on the nature and context of customer complaints. Frequent or extended power outages.

Customer Experience 52

Customer Experience Customer centricity Advertising Customer Care 52

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Historic Call Center & Customer Experience Trends. A Focus on Customer Experience Strategies.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176