Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

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.

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’.

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. How can the company believe this is 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’. to real-time messaging, simulation, self-service and crypto-currency. 24x7x365 availability and customer support is the new normal.

Why Customer Support Outsourcing Should Matter to Your Business

OctopusTech

Though farming out your customer service will definitely help cut overheads, you have to understand here that it’s not a one-for-all solution to your problems or in simple words, there is no such thing as magic outsourcing beans (in case, you are thinking otherwise).

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.

The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!

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?

How to Reduce Customer Service Response Time?

kommunicate

What is customer service response time? Customer service response time is the number of minutes, hours, or days elapsed between when a customer submits a query and when a customer support representative provides the first response. 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: 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?

10 ways to use customer data to build a better customer support training program

UJET

Proper training gives your team the tools they need to provide an exceptional customer experience. When you incorporate customer data into training programs you're ensuring that every agent understands how customers actually interact with your team.

A Beginner’s Guide to Implement Social Media Customer Support

OctopusTech

Gone are the days when the consumers expect support after they had purchased the product. Today, in the age of social networking, customers expect companies to offer their support long before they have made their mind to purchase and way after they have made that purchase.

Is Your Customer Support in the Right Direction? Check these Help Desk Metrics

ProProfs Blog

Think of a scenario where your customers are unhappy with the support that your team offers to them, and you face steadily declining customer ratings. Of course, you don’t want your customer support to face this kind of situation. Customer Support

Why and How To Measure Customer Support ROI

Ameyo

With customer experience research giants predicting CX to overtake price and product as the key brand differentiator by the year 2020, Customer Support department can no longer be considered as just a cost center. Customer Service Customer Support customer retention

Role of Customer Support Outsourcing in Revenue Generation

OctopusTech

Customer satisfaction and loyalty are two key factors you should look for while pursuing organisational success and long-term growth for your company. There are a number of ways customer support outsourcing can enable profitability for your business.

When Customer Service Creates Customer Validation

ShepHyken

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.

10 Must Have Features In A Customer Support System

Ameyo

The harsh reality for today’s business organizations is that it takes months to find a customer and just few seconds to lose one. Your customers want quick answers to the queries at their convenience. Customer Support Omnichannel Customer Experience

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Top Customer Support Challenges and How to Solve Them

Ameyo

In this era of instant gratification, where everything is just a click away, pleasing customers has become difficult than ever before. Customer Service Customer Support Omnichannel Customer Experience, Helpdesk

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

ShepHyken

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.

Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Blog

How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is not an option anymore.

Top 13 Tips for Great Customer Service

kommunicate

Now, most of the businesses are taking a customer-centric approach to serve their customers. As a result, it is becoming tougher for companies to create the unique customer experience to stand out in the crowded market. Customer Support

Top 9 Customer Service Trends to Watch in 2019

ProProfs Blog

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.

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.

The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customer support KPI concept and look at what indicators are emerging in the industry….

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Guest Blog: Customer Service Trends for 2018

ShepHyken

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.

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 customers’ experience great. On this page you can see a complete list of all the customer support metrics that matter, and why.

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.

$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

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.

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How Tiny Businesses Can Offer Stellar Customer Support

Kayako

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Focus on the customer experience.

Don’t Give up on Great Customer Support Just Because You Are Smaller Than the Competition

Bright Pattern

In this digital age of customer experience, consumers have higher expectations and demand an effortless and seamless experience on any channel, anywhere. Midsize Companies Win Cloud Customer Service

Best Tips to Improve Customer Service This Holiday Season

ProProfs Blog

And it’s time you gear up to tackle all customer queries and requests on time. Now, there are many online platforms that advice you on how to improve your customer service this holiday season. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc.

AI Vs Live Agents- Will AI Replace People in Customer Support?

Call Center Pros

Many believe that for customer service, Artificial Intelligence (AI), is the future and maybe the disruption of the entire call center industry. There are no doubts about the fact that AI is going to make a huge impact in the coming future when it comes to customer engagement.

The Top 5 Emerging B2B Customer Support KPIs

B2B Customer Service Blog - TeamSupport

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customer support KPI concept and look at what indicators are emerging in the industry….

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The Top 3 Most Misleading Customer Service Statistics

B2B Customer Service Blog - TeamSupport

This is especially true in a communication dominant field such as customer service where two conversations can be drastically different, yet still have the potential to hold the same value in a spreadsheet. In customer service, you actually want to have a healthy average ticket volume.

Sentiment Analysis : Key To Empathetic Customer Service

Ameyo

Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. Customer Service Customer Support sentiment analysis

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. But, when you should develop support material?

Ensuring Data Security In Customer Support Programs

UJET

As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. And given the large amounts of sensitive personal information involved in customer service interactions, organizations must take measures to ensure this data is properly secured. Customer Support Security

Forget Happiness, This Is the Top Emotion for Customer Support

Toister Performance Solutions

I placed a frantic call to technical support. The technical support rep must have been super empowered. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") For support teams, customer relief is much more important than happiness.

How to Avoid Customer Support Growing Pains

Comm100

However, even if you are successful in growing your business and its revenues, there is also another area in which you must also ensure growth – customer support. You would think that as businesses and companies grow, customer support divisions or departments grow proportionately.