CSM Magazine

APRIL 16, 2024

Customer service can go a very long way for a lot of businesses. It can often be the difference between getting someone to either purchase a service or product or return when they need more of it, or potentially costing the business the profit that could potentially be made.

Customer Care 52

Customer Care Customer Support Customer Service Personalization 52

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Your incumbent team are being personally impacted. Long Story Short: Outsourcing is a business of wins and losses. Be considerate about what roles they have to play in the transition.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Fonolo

AUGUST 2, 2018

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. Why Fuss Over Customer Care?

Customer Care 121

Customer Care Contact Center Benchmark Customer Service 121

Helpware

FEBRUARY 13, 2024

Understanding customers' needs is the main aim of customer service automation. Modern businesses are on the lookout for new methods that will make their customer support more personalized and tailored.

Customer Service 84

Customer Service Self service Customer Care Surveys 84

Vcaretec

JUNE 6, 2022

For online retailers, customer service can be a huge differentiator, and a secret weapon for customer advocacy. At Vcare, creating amazing customer service experiences is all we do. Will the customer find your level of professionalism well aligned with the retailer’s brand and image? Step 2: Flow.

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. What’s your maximum class training size for in-person training? Download our free customer care RFP template here.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. Phone This is the stalwart of customer care - phone support.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care?

Customer Service 167

Customer Service Chatbots Customer Care Self service 167

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. From Thanksgiving celebrations to Christmas festivities, end-of-year reflections, and year-ahead preparations, our personal and professional calendars are likely brimming with activity and commitments.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

Bill Quiseng

MAY 17, 2023

Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions. To earn customer loyalty, don’t get inside their heads.

Metrics 88

Metrics Customer Care Personalization Customer Service 88

ShepHyken

FEBRUARY 21, 2018

In both of these examples, the personal assumption that each of these people had was not in sync with mine. And, just because I don’t care about you calling me back the same day, doesn’t mean my customer won’t. Operating based on personal assumptions – or my personal likes and dislikes – can be dangerous.

Personalization 218

Personalization Customer Experience Customer Service Customer Care 218

Bill Quiseng

FEBRUARY 22, 2022

To paraphrase John DiJulius’ battle cry, it’s time for a Customer CARE Revolution! Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.

Customer Care 97

Customer Care Morale Sales Marketing 97

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. Increasing Sales With Personalized Marketing by Tyler Walton. Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing.

Government 296

Government Customer Service Customer Care Personalization 296

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Product recall support. Documentation of contacts. Ability to Escalate.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Fonolo

AUGUST 10, 2021

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. The Secret Sauce for Increasing Customer Happiness. Your best plan of action?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. Today, most people have smartphones. How much time is saved with vision technology?

Customer Service 109

Customer Service Customer Care Technology outsourcing 109

Vcaretec

JUNE 6, 2022

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog. Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

Vcaretec

AUGUST 24, 2021

Customer care is a huge industry with fantastic career opportunities. Fantastic customer care reps really stand out from the pack, both to the customer and within the organizations they serve. Below are five characteristics that we believe every great customer care rep has. Emotional intelligence.

Customer Care 52

Customer Care Customer Support Accountability Customer Service 52

Hello Customer

MAY 19, 2021

Recently, many organizations saw peaks in demand for customer service and the requests never went down. The profitability of selling to an existing customer is 60-70% , while the profitability of selling to a new prospect is only 5-20% ( Invespcro ). Customer Experts. Up until now, nothing comes close to human service.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

CSM Magazine

FEBRUARY 13, 2024

Valentine’s Day, it’s the perfect occasion to fall in love with exceptional customer service practices that make your clients swoon. Listen with Love Just as a good relationship hinges on listening, so does excellent customer service. Incorporating Heartfelt Service Year-Round While St.

Customer Service 52

Customer Service Scripts Feedback Personalization 52

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. The combination of digital services and self-service is a different matter. .

Banking 95

Banking Chatbots Customer Care Self service 95

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

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

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 Service.

Customer Experience 268

Customer Experience Customer Service Chatbots Upselling 268

ShepHyken

AUGUST 25, 2017

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.

Chatbots 367

Chatbots Customer Service Best practices voip 367

TechSee

JANUARY 29, 2019

These technologies can be implemented in assisted service mode – to route visual customer inquiries, interpret them and assist the agent with visual decision support tools – or in self-service mode – where the customers visually interact with bots that are able to visually guide them to self-resolution.

CRM 164

CRM Personalization Self service Sales 164

CSM Magazine

MARCH 10, 2021

Whether you are a personal injury lawyer or deal with business law, you need to adopt a customer-centric approach to achieve client satisfaction and loyalty. Here are twelve ways your personal injury legal practice can stand out as excellent. Link Customer Service to Your Bottom Line. Keep Clients Informed.

Personalization 52

Personalization Customer Service Customer Care outsourcing 52

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Analytics will drive hyper-personalized experiences.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

ShepHyken

APRIL 1, 2019

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.

Customer Service 246

Customer Service Chatbots Engineering Analytics 246

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Deliver customer CARE consistently.

Customer Service 78

Customer Service B2C Customer Care Advertising 78