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.

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Customer Support CRM Technology Management 263

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?

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Customer Support Customer Care Customer Service 263

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.

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Customer Support Banking Customer Care Personalization 396

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out.

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Customer Support Wait times Consulting Consulting 243

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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

Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. What’s internal customer support?

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Contact Center Customer Support Engineering Airlines 78

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.

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Customer Service Personalization Education Accountability 322

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

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Customer Service Entertainment Wait times Customer Support 271

Customer Service Life

OCTOBER 13, 2020

The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer.

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Accountability Customer Service Coaching Education 145

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service.

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Customer Support Morale Chatbots Wait times 83

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

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.

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Customer Support outsourcing Customer Care Technology 237

Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great.

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Customer Service Feedback Education Best practices 112

OctopusTech

DECEMBER 17, 2021

It’s a fact that outstanding customer support plays a vital role in driving businesses ahead. But with nearly every firm having dedicated customer support departments in-house, the field is pretty common. It’s a fact that customers always wish to talk to humans.

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Customer Support outsourcing Customer Service 62

OctopusTech

MAY 8, 2021

Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. 3) Add Multichannel Support.

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outsourcing Customer Support Multichannel Chatbots 99

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?

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Customer Service Customer Care Feedback Wait times 400

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Is email support still alive for your company or are other channels taking its place?

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Customer Service Chatbots Customer Support Marketing 124

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Spending too much time interacting with customers can leave me feeling like our team is treading water and not making progress on key initiatives.

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Customer Service Engineering Analytics Customer Support 93

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?

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Customer Support Customer Service Chatbots Government 82

Helpware

FEBRUARY 1, 2022

There is no doubt that customer support is integral to business success. However, providing quality customer support can be expensive and time-consuming especially when it needs to be performed across numerous channels.

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outsourcing Customer Support Call Center Customer Service 66

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy.

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Customer Service Chatbots Self service Customer Support 99

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.

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Customer Service Multichannel CRM Advertising 259

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.

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Customer Service Metrics Customer Support Customer Experience 347

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.

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Chatbots Customer Support Scripts Healthcare 173

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. .

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Customer Support Management Customer Service 82

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.

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Customer Support Best practices Accountability Management 190

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 77

Technology Customer Support Chatbots Omni-channel support 77

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.

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Customer Service Self service Customer Support Marketing 228

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.

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Customer Service Employee engagement Morale Feedback 281

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.

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Technology Customer Support Technical Support Enterprise 145

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service.

Customer Support 52

Customer Support Morale Chatbots Wait times 52

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.

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Customer Service Consulting Consulting Wait times 123

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.

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Customer Service Engineering Customer Care Customer Support 261

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.

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Marketing Customer Support Sales Customer centricity 235

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.

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Customer Support SaaS Technical Support Customer Service 84

Shep Hyken

MAY 11, 2022

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable?

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Customer Support First call resolution Customer Service Technology 64

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.

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Customer Support Education Self service Surveys 82

Nicereply

MAY 9, 2022

For example: • 80% of revenue comes from 20% of your customers. • 80% of your support tickets come from 20% of your customers. Here are three 80/20 questions to ask , along with examples of how you can use them to transform your customer support.

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Customer Support Surveys Self service Education 56

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. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses. When customers call the shots, having a good CX and offering fantastic customer service will benefit your business all around.

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Customer Service B2B Self service Customer centricity 221

Vcaretec

AUGUST 4, 2022

Customer support services are an important part of any business. When customers have a question or issue with a product or service, they need to be able to reach out to someone who can help them resolve the problem. This is why customer service is so important.

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Customer Support Best practices Feedback Sales 52