ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Customer Service 316

Customer Service Advertising B2B Chatbots 316

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Surveys should be part of your customer experience strategy.

Customer Service 165

Customer Service Self service Surveys Contact Center 165

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 152

Customer Service Chatbots Self service Customer Care 152

TeamSupport

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Customer Support 59

Customer Support Technology CRM Chatbots 59

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Likewise, we know that offering live agent support for Spanish consumers is a competitive advantage in many markets in the U.S.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team. This is especially true for customer service teams.

Customer Service 331

Customer Service Morale Management Customer Support 331

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

ProProfs Blog

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. best customer experience. ”. let’s dive into the details!

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

CSM Magazine

MAY 13, 2024

In the modern digital landscape, customer service has transcended traditional interactions to become a key competitive differentiator. As businesses strive to provide seamless and secure customer experiences, the use of premium proxies has emerged as a critical tool in achieving these goals.

Customer Service 52

Customer Service Best practices Marketing Customer Experience 52

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”.

Customer Service 308

Customer Service Surveys Customer Experience Accountability 308

ShepHyken

MAY 22, 2023

Artificial Intelligence will not eliminate the need for customer support professionals. Instead, it will assist agents with knowledge management, eliminate mundane work, and allow agents to focus on what they do best: serve customers. He played professional baseball for the Cleveland Guardians.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Or maybe you had a private word with the owner or manager. Thank you, Drew!)

Customer Service 180

Customer Service Coaching Marketing Call Center 180

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. Well, consider this a refresher.

Customer Service 260

Customer Service Customer Support Self service Customer Experience 260

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. My Comment: Some customer service and CX principles are universal, regardless of the industry. I agree with the title.

Customer Service 165

Customer Service Contact Center Customer centricity Banking 165

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. Whether you’re new to the world of management or a seasoned pro, there’s something here for everyone.

Call Center 81

Call Center Marketing Management First call resolution 81

CSM Magazine

APRIL 18, 2024

Proactive, informed customer support shifts from a luxury to a crucial element in bolstering donation levels. Integrating such a system reshapes interactions with supporters, turning data points into personalized experiences that can amplify your mission’s impact. Was it memorable?

Customer Support 52

Customer Support CRM Analytics Benchmark 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support. Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52

CSM Magazine

MARCH 28, 2024

These platforms not only support a wide variety of different crypto games but also ensure player anonymity, bolstering their appeal among enthusiasts seeking to play online blackjack with Ethereum. The evolving landscape of customer support in these casinos plays a pivotal role in sustaining player trust and satisfaction.

Customer Support 52

Customer Support Education Chatbots Accountability 52

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Happy Holidays!

Customer Service 162

Customer Service Self service Customer Experience Personalization 162

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 156

Customer Service Construction Contact Center Scripts 156

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 174

Customer Service Government Marketing Enterprise 174

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. Back then, the rock star company that was known for customer service was IBM.

Customer Service 287

Customer Service Consulting Consulting Surveys 287

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. This is because they’re the most likely customers to churn if they have the chance. Here are my top five picks from last week.

Customer Service 168

Customer Service Journey mapping Surveys Customer Experience 168

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Journey mapping 260

Journey mapping Customer Service Employee engagement Morale 260

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. But how is this accomplished, exactly?

Customer Service 88

Customer Service Chatbots Analytics Big data 88

OctopusTech

MARCH 22, 2024

As automation revolutionizes business operations, Chatbots have become a powerful marketing tool. Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. How do artificial intelligence Chatbots work? Here are some illustrations and scenarios: 1.

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Inbenta

MARCH 15, 2021

Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure.

Customer Support 81

Customer Support Management Chatbots voip 81

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. What’s Changed in the Customer Support System?

Customer Support 98

Customer Support Morale Chatbots Wait times 98

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

TeamSupport

APRIL 15, 2021

The current marketing environment has changed drastically. 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. Here’s how: 1.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105