Know Your Terminology: Customer Support vs Customer Experience

Guru

When we think about some of the biggest brands in the world, we tend to think about the things that set them apart: their marketing, their product(s), the sales experience, and, potentially, the service experience. customer support

The 3 Mistakes You Can’t Afford to Make with Customer Support

Myra Golden Media

In my multiple interactions with the company, they made three critical mistakes in the customer support experience. These are the same 3 mistakes you can’t afford to make with your customer support experience. My website was down for 37 hours this week.

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?

Customer Experience Metrics: 6 Ways to Measure Customer Support Success

Helpware

If your customers are happy, magical things happen. Just a 5% increase in customer retention can have a dramatic impact on your bottom line, increasing profitability by a whopping 75%. The first step to happy customers is implementing a total customer experience strategy.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer.

The pros and cons of remote customer support

UJET

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction.

Millennials and Generation Z are Reshaping Customer Support

UJET

Customer Experience Customer Support Mobile Millennial Generation ZConsumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases.

Guest Blog: Exceptional Customer Support Is Fresh, Not Canned

ShepHyken

Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.

Are You Adapting Omni-Channel Customer Support?

Etech GS

Customer support was originally handled through three information channels: telephone, letter or in person. Now, businesses must handle customer service communications through a multifaceted approach known as omnichannel. Understand Customer Behavior.

Leverage Gamification to Level Up Customer Support

Noble Systems

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Step 1: Define Customer Support KPIs. Customer Satisfaction (CSAT).

Proactive Customer Support and its Benefits

kommunicate

Everyone one of us already aware that customer experience plays an important role in the current competitive market. Gartner’s report also says that 80% of businesses are going to compete based on customer experience in upcoming days.

Guest Blog: Customer Support Chatbots – Striking The Right Balance

ShepHyken

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Think of it as a telephonic IVRS analog for customer support.

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?

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience.

Beyond Channels: More Effective Customer Support

Nicereply

Going beyond channels through changes to your products and services will make support easier to access, reduce customer effort, and allow you to resolve tickets faster. When support leaders are asked “how do you support your customers?” Customer Suppor

Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Customer Experience AI Multichannel Support Live Chat Customer Support Automated Agent

6 Reasons Why Customer Support Is an Essential Part of Your Business

ProProfs Blog

It takes 12 positive interactions to make up for 1 negative interaction with a customer. The worst part is, 33% of customers don’t even return after 1 negative experience. In short, customer support makes all the difference. Increases the Customer Lifetime Value.

How Should Your Customer Support be in 2019?

ProProfs Blog

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. Customers have become “smart” today.

5 Ways Live Chat Improves Your Customer Support

Kayako

At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customersexperience—and your business in the process. And 43 percent of businesses know their customer experience isn’t good enough.

Guest Blog: How Small Software Companies Can Provide Awesome Customer Support Without Going 24/7

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. Here are a couple ways to make your customers happy, while being lean on resources.

The Do’s and Don’ts of Excellent Customer Support on Social Media

ProProfs Blog

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. Offer Customers Contact Alternatives.

How psychology affects the customer experience of voice support

UJET

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

Current and future trends in customer support in 2019

UJET

There’s no denying that excellent customer service is crucial for your business. Customer Support Customer Experience

How to Establish The Ultimate Omni-Channel Customer Support System

ProProfs Blog

The quality of customer support not only plays a big role in the profitability of a company but also determines the number of loyal customers. As recent reports suggest, 55% of customers are willing to pay more for a better experience. Tool Based Customer Support.

How Will Customer Support Change in the Future?

Fonolo

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape.

Current and future trends in customer support in 2019

UJET

There’s no denying that excellent customer service is crucial for your business. Customer Support Customer Experience

Why every customer support call should include CSAT and CES

UJET

Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Customer Experience customer satisfaction rating customer effort score Customer Support

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

ShepHyken

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. Let’s Get Acquainted With the Term Customer Experience.

Boosting Your Customer Support: Human-Operated Live Chat vs Chatbots

Kayako

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Human-Operated Live Chat vs. Chatbots: Customer Perceptions.

5 Influential Ways ProProfs Chat Can Help Improve Your Customer Support

ProProfs Blog

Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. Learning the customer’s behavior and pain points. 2: Understanding Customers Better.

6 Simple Customer Support Strategies For Small Businesses

ProProfs Blog

Customer support is an important area for any business. Particularly today, when reviews for companies can be posted so easily on the internet, helping your customers as soon as problems arise is a crucial element to running a successful business. Retain Your Customers.

Tips to Empower your Customer Support Team

OctopusTech

If a customer is at the heart of sales then customer support is the front line. Your agents interact with customers and by far the most important factor in delivering your services efficiently. Empowerment of agents is the key to great customer experiences.

How to Write a Compelling Customer Support Email

Kayako

When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. 3 common emails support receive: In my experience, most emails we receive in support fall into into three buckets: I love you, but here are the things that you need to change.

How to Chat With Customers Online: 9 Effective Tips for Customer Support

ProProfs Blog

Customer expectations are on the rise. Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. 9 Amazing Tips on How to Chat With Customers Online. Not aware of customer pain points.

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?

ShepHyken

Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. Customers can get the service they want, when they want it, how they want it. Their customers are your customers.

Tête-à-Tête with Annette Franz, The Customer Experience Veteran

ProProfs Blog

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. How will this impact the customer?

The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customersexperience great. On this page you can see a complete list of all the customer support metrics that matter, and why.