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”. Why Fuss Over Customer Care?

Social Customer Service… Then and Now

Contact Center Pipeline

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience

Social Customer Care Cannot Be Ignored

ShepHyken

So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.

Best Practices in Social Media Customer Care

Bright Pattern

So why would the marketing department own social media customer service? The usual response is that since the marketing and PR departments started the company’s social presence, they should field service inquiries and then funnel them when and where appropriate.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. Your customers’ time is valuable—and they want you to. Increasingly, customers are the ones determining which. Customers can speak in their own words.

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

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?

A Pop Culture Guide to Customer Care Training

The Center for Client Retention

Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners.

A Doctor’s Prescription for Good Customer Service

ShepHyken

This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.

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).

Artificial Intelligence and the Customer Experience

AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? their customers. And in the world of customer care, getting. customers get things done quicker and easier.

Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service

Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.

Social Customer Service: Advice from the Experts on How to Move Forward

Contact Center Pipeline

But it’s safe to say that social media will continue to expand and evolve—and that customers will increasingly turn to social channels to get the attention of the companies […]. Social Customer Care call center contact center social customer care

Aberdeen Report: Omni-Channel Customer Care: How to Delight Your Empowered Customers

Aspect

An FSA is a special account you put pre-tax money in that allows you to pay for certain out-of-pocket health care costs. Get this report for additional statistics and to learn the benefits of using multiple channels to address customer issues in a consistent and personalized manner.

Your Customer Service DNA

ShepHyken

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.

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?

5 Tips to Improve your Customer Care Service

Call Center Pros

For both the new and well-established businesses, it is essential to deliver high-level customer service. If the clients are happy with your support service, they will refer you to the friends and family. Hence, you should pay particular attention to improve your Customer Care Service. Following are the 5 most helpful tips for enhancing the functional efficiency of your customer support team. Identify the needs of customers.

5 ways to prepare customer care agents for this holiday season

Liveops

Seasonal spikes are the worst time to let customers down. Although customer care is typically regarded as a cost center, savvy brands know that 80% of their shoppers will return after a positive customer experience. What is a virtual customer service model?

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.

Guest Blog: How Texting Has Become An Essential Customer Service Tool

ShepHyken

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication.

The Score: Good Customer Service 1 Technology 0

Aspect

Don’t you hate it when you have an urgent customer service matter that requires live assistance? As customers, we should never refuse VIP treatment, right? The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs.

Customer Service Tip: The Power of Observation

ShepHyken

Rico was our waiter and was taking great care of us. Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience.

7 Things to Know About AI and Customer Care

Cisco Blogs - Contact Center

Seven things to know AI and customer care that could result in lower costs and better service for customers globally. Collaboration ai Call Center contact center Customer Care customer service

10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service

Maybe the Best Customer Service Line Ever

ShepHyken

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc.

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. Customers can make crazy requests. But, it’s the first step in helping your customer.

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

One of those themes is Social Customer Care. Francis called Social Customer Service – The Basic Building Blocks. I’ll be presenting along with Matt Staub ( [link] ) an expert in the field of social care. Why is social customer care important?

5 Top Customer Service Articles for the Week of December 10, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. My Comment: The title implies some of these customer service ideas are crazy.

Top 10 Posts for Customer Service Week Inspiration

Contact Center Pipeline

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work.

We love customer service week!

Ansafone

How to Celebrate Customer Service Week All Year. The goal of Customer Service Week, which began in 1984, is to recognize those who deliver great service and value to customers. How easy it is for your customer service reps to offer a discount or gift card?

Customer Service Chatbot Success Stories to Learn From

InTheChat

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.

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.

Customer Service Week 2018: Excellence Happens Here at Global Response

Global Response

The theme of Customer Service Week this year – which runs from Oct. It celebrates the point where customer and service professionals meet, says more. The post Customer Service Week 2018: Excellence Happens Here at Global Response appeared first on Global Response. Brand Specialist Customer Care Customer Service Customer Service Week Global Response Blog

Customer Satisfaction Surveys: Stop Guessing What Customers Care About

CSR Inc.

What Matters to Your Customers? Do your customers care if call center agents address them by name? If you don’t know, you should definitely find out – especially if you are training and measuring agents on a specific behavior such as using the customer’s name a few times.

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.

When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. When to develop customer service material.

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.

How to Handle Customer Service during Holiday Season Like a Pro

OctopusTech

Although customers too realize that the festive seasons are the most pivotal periods for all online retailers, still not a single one will ever compromise over the support service. Begin your preparation by analyzing the customers’ data from past years’ experiences.

5 Top Customer Service Articles for the Week of December 24, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. And one of the most valuable of these is customer data.