Predictive Customer Support


In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. But there’s one mode of communication and customer support that hasn’t been talked about much. Let’s say a customer calls for support.

Proactive Customer Support


Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The company reaches out to the customer before the customer has a chance to reach out to the company.

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Upgrade Your Customer Support Rep to a Customer Support Professional


The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.

Guest Blog: The Hidden Workings of Top Customer Support Teams


This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . This puts a lot of extra pressure on businesses to deliver exceptional customer service.

Guest Blog: What is Outsourced Customer Support and Why Do You Need it


This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. With a remote team dedicated to support, operations would be able to focus on their primary tasks.

Charging More for a Better Customer Service Experience


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?

Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service


He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers. Offer 24-Hour Phone Support.

When Customer Service Creates Customer Validation


Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

3 Ways Digital Twin Technology is Transforming Customer Support


Applying the digital twin model to the technical support domain will be truly transformative, with its ability to revolutionize the role of the on-site/field technician. Technical Support in the age of Digital Twins. Self-Service.

The Subtle Differences Between Customer Support and Customer Service


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’.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service


No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Here are four steps to move the customer from angry to heard.

4 Powerful Strategies to Deliver Superior Customer Support

Wowdesk Blog

Customers are the foundation for every successful business. Considering the importance of customers and addressing their needs efficiently ensures the long-term growth of an organization. . Strategies to improve customer service standards. Provide multi-channel servicing.

A Doctor’s Prescription for Good Customer Service


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.

Guest Blog: The 8 Elements of Customer Support Quality


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: Customer Service Trends for 2018


This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems.

How Will Customer Support Change in the Future?


Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. to real-time messaging, simulation, self-service and crypto-currency. 24x7x365 availability and customer support is the new normal.

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


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.

Smart Tips to Improve the Productivity of Your Customer Support Team

Wowdesk Blog

Almost every business had the question of increasing the productivity of customer support staff at some point. However, it is quite difficult to increase the support team’s productivity without increasing their stress and work hours. Simplify your customer service process.

The pros and cons of remote customer support


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.

Guest Blog: Customer Support Chatbots ? Striking The Right Balance


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 Post: Combine Customer Service and Customer Experience to Grow Your Business


She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

Guest Blog: The 8 Elements of Customer Support Quality


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?

5 Customer Support Service Mistakes That Can Hurt Your Business Performance

Wowdesk Blog

It is common for humans to make mistakes, but when you are a customer support agent, you ought to leave no room for errors. . A strong customer base is an essential part of the business, and poor customer service can greatly impact your company’s performance and image. .

Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide


This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics.

25 Conflict Resolution Strategies for Customer Service


Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Reassure frustrated customers that they are fully understood. Show customers your appreciation.

Whitepaper: Customer Support in 2020


The customer service experience had not reached its best yet. However, we had come a long way from the company post box with unanswered letters to directly contacting a support agent and hoping to resolve the issue faster. Customer Support Whitepaper

Part 1: Achieving Customer Support Excellence

Team Support

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” Better Customer Service customer experience

Customer Service vs Customer Support: 3 Key Differences to Know


Long story short, there's not much of a difference between customer service and customer support. The post Customer Service vs Customer Support: 3 Key Differences to Know appeared first on HelpCrunch blog. Customer service

$75 Billion Dollars Is Lost Due to Poor Customer Service


Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them.

5 Top Customer Service Articles For the Week of May 18, 2020


Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty Is Flat. CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. My Comment: What happens when the loyal customer gets out of the habit of buying from you?

5 Top Customer Service Articles for the Week of September 2, 2019


Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend.

The Changing Dynamics of Customer Support Outsourcing in 2020


As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year.

Difference Between Multichannel & Omnichannel Customer Support

ProProfs Chat

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. Customer Support cha

Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait


This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. In fact, three-quarters of online customers expect help within five minutes.

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


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.

Demystifying AI automation for Customer Support


bot, virtual assistant) works in customer support is to look at how humans are responding to and supporting customers. It starts with the customer query. You sit down and grab the next customer query in your Inbox. Human intelligence in customer service.

Part 2: Achieving Customer Support Excellence

Team Support

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there.

B2B 52

5 Top Customer Service Articles for the Week of August 19, 2019


Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences?

Video Games versus Customer Service

Taylor Reach Group

Most major video game companies are shifting to a “games as a service” model where you purchase a game with the expectation of playing it months, even years, down the line. With no reassuring statements from Bethesda, unhappy customers only got louder. by JD Fairweather.

Championing Anti-Racism Work Within Your Customer Support Team


The best customer support person is someone that does what they can to do the right thing by the customer. Not even just the customer but anyone that comes in contact with your brand. Fire bad customers. Remove aggressive people from your customer base.