INDUSTRY INSIGHTS YOUR PEERS ARE READING
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
There’s no denying that excellent customer service is crucial for your business. Customer Support Customer Experience MORE
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. MORE
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. MORE
If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ]. MORE
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. MORE
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 MORE
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 MORE
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! MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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’. MORE
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. MORE
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 MORE
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. MORE
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? MORE
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. MORE
While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. In this article, we’ll talk about ten of those such customer service and support complaints, and how you can address them. MORE
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…. MORE
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. MORE
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. MORE
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 MORE
Customer Support customer serviceThere are specific terms that are tossed around along with different acronyms in every industry. MORE
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? MORE
There’s no denying that excellent customer service is crucial for your business. Customer Support Customer Experience MORE
When it comes to offering customer support services , there are basically two ways any call center may approach, they can either respond reactively (responding to situations after they have occurred) or proactively (eliminating problems before they have a chance to appear). MORE
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. MORE
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. MORE
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? MORE
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. MORE
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). MORE
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 MORE
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? MORE
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. MORE
ShepHyken
MARCH 7, 2018
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.
UJET
MARCH 7, 2019
Customer Support customer serviceThere are specific terms that are tossed around along with different acronyms in every industry.
Kayako
DECEMBER 22, 2016
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’.
Myra Golden Media
AUGUST 25, 2017
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?
Kayako
MARCH 7, 2019
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.
ProProfs Blog
JANUARY 31, 2019
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.
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UJET
JANUARY 24, 2019
There’s no denying that excellent customer service is crucial for your business. Customer Support Customer Experience
OctopusTech
SEPTEMBER 12, 2018
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).
UJET
JANUARY 24, 2019
There’s no denying that excellent customer service is crucial for your business. Customer Support Customer Experience
ProProfs Blog
MARCH 6, 2019
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.
ProProfs Blog
FEBRUARY 13, 2019
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.
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OctopusTech
JULY 30, 2018
When it comes to offering customer support services , there are basically two ways any call center may approach, they can either respond reactively (responding to situations after they have occurred) or proactively (eliminating problems before they have a chance to appear).
ShepHyken
JANUARY 2, 2019
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.
ProProfs Blog
MARCH 8, 2019
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.
Peter Lavers
FEBRUARY 27, 2018
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!
ShepHyken
NOVEMBER 8, 2017
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?
ShepHyken
NOVEMBER 23, 2018
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?
ShepHyken
NOVEMBER 23, 2018
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?
OctopusTech
APRIL 25, 2018
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.
ShepHyken
OCTOBER 18, 2017
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.
Ameyo
JUNE 6, 2018
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
Kayako
MARCH 18, 2019
While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. In this article, we’ll talk about ten of those such customer service and support complaints, and how you can address them.
UJET
DECEMBER 6, 2018
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.
OctopusTech
JULY 14, 2018
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.
Ameyo
JULY 15, 2018
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
Ameyo
MAY 9, 2018
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
HelpCrunch
JANUARY 25, 2019
If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ].
ProProfs Blog
JANUARY 18, 2019
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
ProProfs Blog
SEPTEMBER 18, 2017
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.
B2B Customer Service Blog - TeamSupport
JULY 6, 2018
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….
ShepHyken
AUGUST 17, 2018
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.
ShepHyken
JUNE 15, 2018
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.
kommunicate
JANUARY 18, 2019
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
Kayako
MARCH 3, 2016
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.
ShepHyken
MAY 11, 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.
kommunicate
NOVEMBER 22, 2018
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
ShepHyken
MAY 23, 2018
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.
ShepHyken
JANUARY 20, 2017
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.
Bright Pattern
DECEMBER 11, 2018
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
Kayako
MARCH 14, 2018
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.
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