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Customer Care Today: The top 4 things consumers want you to know

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Customers recognize the benefits of self-service through automated systems. My hypothesis: speaking to a live agent often involves a wait time. Customers like speed, and an agent can prevent the most efficient path. Again, customers like speed and convenience. Personalization is appreciated.

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5 Ways Old School Etiquette Applies to Modern Customer Care

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If these basic principles are at the core of your customer interactions, it sets the tone for a good experience. However, etiquette might often be overlooked when brands are choosing a customer care technology. A solution that cannot support etiquette basics can have a dramatic effect on your customer experience.

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What’s the Peak-End Rule and Why It Matters in CX?

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After failing to solve their problems on their own, customers resort to calling and when this happens, they want an efficient and conversational response. . According to our data, 60% of baby boomers are frustrated by long wait times and 57% get irritated at having to repeat themselves. How do you create a positive peak in CX?

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When it comes to CX, Conversational AI is the only game in town

Interactions

Therefore investing in technology like virtual agents can help you optimize the labor you do have while not sacrificing customer experience. By offering customers more self-service options via the virtual agent, the live agents you have can be utilized where they are most needed and can make the most impact.

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What You Need to Know About IVR Systems

Call Experts

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. Typically, it uses pre-recorded voice prompts and touch-tone or voice recognition inputs to provide callers with self-service options.

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How to Turn Social Media Customer Service into a Marketing Strategy

ShepHyken

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

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Guest Blog: 8 Exciting Ways AI Delights Customers

ShepHyken

AI can not only address every mundane customer issue but it can also predict and act almost immediately. Forget IVRs and long wait times. Self-service. What’s most important in self-service, is that customers can connect through several channels, including the phone, email, website, messenger, and social media.