Predictive Customer Support

ShepHyken

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

ShepHyken

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.

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.

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

ShepHyken

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.

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

Speaker: Kristina Evey, Customer Experience Expert and Consultant

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.

An Insider View on Customer Support Strategies with Lindsay Willott

ProProfs Blog

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service.

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?

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 to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

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. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers.

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. And along your customers, goes your revenue.

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 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.

Expert Roundup: What Does Great Customer Service Mean to You?

ProProfs Blog

Whenever organizations ask, “what does great customer service mean to you?”, What could be a great aspect for me can turn out to be an average aspect for others during their customer journey. So, one aspect that online customer service should offer you is consistency.

How to Shorten your Customer Support Queues

ProProfs Blog

Isn’t it overwhelming to see a backlog of customer emails when you log in? Don’t you want to reduce and manage your customer support queues? More than ever, it is critical to offer exceptional service to your customers. Reduce customer response time.

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

ShepHyken

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?

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.

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?

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 customers’ experience—and your business in the process. And 43 percent of businesses know their customer experience isn’t good enough.

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.

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?

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.

Customer support words you need to know

UJET

Customer Support customer serviceThere are specific terms that are tossed around along with different acronyms in every industry.

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.

Guest Blog: The Importance of First Impressions in Customer Service

ShepHyken

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. One very important goal of customer service is to keep to consumer coming back.

$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.

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.

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: 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.

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.

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.

Which is the Best Customer Support System for your Company?

OctopusTech

Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed. Social Customer Support.

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.

Modern Leading Morale Steps to Lead Great Customer Service Performance

Kayako

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. They measure great service that your teams create.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification.

Five Ways to Eliminate Customer Service Friction

ShepHyken

Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. Our discussion was all about eliminating friction, especially in the customer support world. Simply put, to stay competitive, we must make things easier for the customer. It could be on hold for customer support or in the waiting room of a doctor’s office.

Are You Adapting Omni-Channel Customer Support?

Etech GS

Customer support was originally handled through three information channels: telephone, letter or in person. As technology advanced, however, the available communication tools evolved, moving toward digital and cloud services. Is your current service reactive or proactive?

100+ Customer Service Statistics & Facts of 2019

ProProfs Blog

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends.