ShepHyken

JUNE 26, 2019

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. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. But there’s one mode of communication and customer support that hasn’t been talked about much. What I’m referring to is the concept of predictive customer support.

Customer Support 262

Customer Support CRM Technology Management 262

ShepHyken

JULY 3, 2019

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. More often than not, the customer may not even know they have a problem. As an example, when does a typical customer find out their cable TV is out?

Customer Support 261

Customer Support Customer Care Customer Service 261

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. Yet, it surprised both of us just how low paid some of these support people are. But it does surprise me that the lower-paid positions are often most responsible for interacting with customers.

Customer Support 371

Customer Support Banking Customer Care Personalization 371

ShepHyken

NOVEMBER 22, 2019

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.

Customer Support 277

Customer Support Multi-channel support voip Customer Care 277

Advertisement

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

Customer Support

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner.

Customer Service 295

Customer Service Personalization Education Accountability 295

ShepHyken

DECEMBER 23, 2020

You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. Customer Service customer experience customer service tips customer support

Customer Service 243

Customer Service Entertainment Wait times Customer Support 243

Help Scout

OCTOBER 19, 2021

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article

Customer Support 86

Customer Support Customer Service 86

OctopusTech

OCTOBER 18, 2021

So, how to build a successful offshore team for customer support? If you really want to have an offshore customer support department then you need to make sure you pick the right people for this job. Building a Successful Customer Service Offshore Team.

Customer Support 62

Customer Support Management outsourcing Customer Care 62

ShepHyken

MAY 10, 2019

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. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand. The right agency would remove the burden of customer support from your administrative team or other departments’ shoulders.

Customer Support 215

Customer Support outsourcing Customer Care Technology 215

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Self service

CSM Magazine

SEPTEMBER 20, 2021

Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. 10 Awesome Customer Support Tips & Examples.

Customer Support 82

Customer Support Education Self service Surveys 82

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? So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

Customer Service 382

Customer Service Customer Care Feedback Wait times 382

ProProfs Chat

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. What is Customer Service?

Customer Support 82

Customer Support Customer Service Chatbots Government 82

TeamSupport

APRIL 15, 2021

Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Enhanced Customer Support.

Technology 80

Technology Customer Support Chatbots Omni-channel support 80

ShepHyken

JULY 3, 2020

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.

Customer Service 252

Customer Service Multichannel CRM Advertising 252

Taylor Reach Group

OCTOBER 8, 2021

Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Well done, Google and Dinaco, for your service.

Customer Service 62

Customer Service Wait times Consulting Consulting 62

Contact Center Pipeline

MARCH 25, 2021

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years.

Marketing 235

Marketing Customer Support Sales Customer centricity 235

Wowdesk Blog

AUGUST 19, 2020

It’s crucial to earn customer loyalty in business these days. . Loyal customers rarely shift to competitors. They share their positive experience with your company through word of mouth, it means they bring more customers to you without your direct efforts. .

Customer Support 82

Customer Support Management Customer Service 82

Help Scout

SEPTEMBER 30, 2021

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how. Read the full article

Customer Support 99

Customer Support Customer Service 99

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’. Customer support’ appears cooler because it has been popularized by new technologies and software. But customer service takes a comprehensive view of your customer interactions.

Customer Support 95

Customer Support SaaS Technical Support Customer Service 95

Ansafone

MARCH 30, 2021

The best way to improve your brand reputation is to provide exceptional customer service to anyone who works with you. While it would be nice to handle all the customer service on your own, this is just not possible.

Customer Support 68

Customer Support Business Process Outsourcing outsourcing Contact Center 68

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.

Customer Service 253

Customer Service Employee engagement Morale Feedback 253

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.

Chatbots 164

Chatbots Customer Support Scripts Healthcare 164

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond.

Customer Service 208

Customer Service Self service Customer Support Marketing 208

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. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. It can be the traditional customer service team who fields questions and complaints.

Customer Service 316

Customer Service Metrics Customer Support Customer Experience 316

OctopusTech

FEBRUARY 17, 2021

Customer support through Whats App is just one of the great customer support services offered by IBM. For instance, if one needs to exchange queries and solve problems with IBM customers, then they can do so through this portal.

Customer Support 62

Customer Support outsourcing Technical Support Accountability 62

TechSee

OCTOBER 2, 2018

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. Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Self-Service.

Technology 138

Technology Customer Support Technical Support Enterprise 138

Nicereply

OCTOBER 4, 2021

We all need to make more effort to show up in other people’s lives in ways that are supportive and enriching. If you work in a customer support segment you’re probably familiar with the celebration of Customer Support Week. Happy Customer Service Week!

Customer Support 58

Customer Support Customer Service Personalization Management 58

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. When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 255

Customer Service Engineering Customer Care Customer Support 255

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. Managing expectations at the onset will get customers and the company on the same page and will minimize frustration later on in the process. If you know your business is experiencing a backlog, let your customers know.

Customer Support 174

Customer Support Best practices Accountability Management 174

ProProfs Chat

MARCH 27, 2020

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

Multichannel 87

Multichannel Customer Support Entertainment Analytics 87

TeamSupport

OCTOBER 7, 2021

This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. Here are our 5 steps to creating a truly customer-first team.

Customer Service 81

Customer Service SaaS Accountability Customer Experience 81

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.

Customer Service 110

Customer Service Call Center Scripts Metrics 110

Select VoiceCom Blog

OCTOBER 22, 2021

While it’s true that having excellent products or services should be of utmost importance, there is another crucial factor that will help drive your […]. Customer Handling Customer Support Uncategorized customer service

Telemarketing 52

Telemarketing outsourcing Customer Service Customer Support 52

TeamSupport

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy.

B2B 83

B2B Self service Customer Support Interactive Voice Response 83

Wowdesk Blog

JUNE 15, 2020

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.

Customer Support 65

Customer Support Feedback CRM Surveys 65

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. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Consumers today expect to receive high-quality service when doing business with various brands, so meeting their customer needs should be one of your top priorities.

Customer Support 183

Customer Support Technical Support Enterprise Contact Center 183

CSM Magazine

JULY 28, 2021

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! Nikhil Kelkar, Senior Director Customer Support Strategy, LinkedIn.

Agent Empowerment 56

Agent Empowerment Customer Support Chatbots Consulting 56

TeamSupport

JANUARY 20, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

B2B 61

B2B Customer Support Technical Support Accountability 61