Today’s marketplace doesn’t tolerate poor customer support. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. For this reason, strong customer support has emerged as a greater differentiator than price for businesses looking to stand out in the eyes of prospects. Marketing, Sales, & Customer Success. the customer should have a voice. MORE
I placed a frantic call to technical support. The technical support rep must have been super empowered. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") For support teams, customer relief is much more important than happiness. MORE
Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. How happy your existing customers are can determine how much revenue would you get […]. MORE
Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Live chat work as an excellent customer support channel simply because. blog customer support live chat social media MORE
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
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. MORE
Many believe that for customer service, Artificial Intelligence (AI), is the future and maybe the disruption of the entire call center industry. There are no doubts about the fact that AI is going to make a huge impact in the coming future when it comes to customer engagement. MORE
Customer support is sometimes considered a repetitive and straightforward task, but only by people who’ve never worked in the field. Many support managers provide their representatives with call center scripts. The customer screwed up. The customer is (extremely) angry. MORE
Until recently, it was assumed that technology would replace people in customer support. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate. Customer ExperienceNow it's clear that technology alone isn't enough. 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
Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. MORE
Artificial intelligence (AI) is deemed by many as the next big thing in customer support. found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020. Customer Support Thought Leadership Artificial IntelligenceThe concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. MORE
With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers. Original post via ProProfs, expert opinion summary by Colin Taylor. 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
As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. And given the large amounts of sensitive personal information involved in customer service interactions, organizations must take measures to ensure this data is properly secured. Customer Support Security MORE
Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time. Indeed, customers don’t want to be put on hold as live agents determine how and where they should be transferred. MORE
Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? Almost half (41%) said that making customers happy isn’t a challenge for them. MORE
You just might need to face the fact that you are unable to move as fast as your customers want. Your roadblock from assisting customers in accelerating down their customer journey just might be because your systems are dumb phone centric while your customer is smartphone centric. MORE
When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. Give your customers options. 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
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
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
Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. 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
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. MORE
We’ve looked at how to successfully scale your customer support team before. This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee. Poor customer reviews. MORE
To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customer support practices. 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
I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. MORE
As someone who worked as a call center agent for Liveops prior to taking on my current role of managing teams of agents, I can tell you: Most people are quick to share stories about less-than-stellar calls with customer service. What usually goes untold are the times when someone does deliver great customer service. Yet customer service agents are the lifeblood of every organization, including/especially here at Liveops. If you have something nice to say, say it loud. 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
Customer Experience Multichannel Support 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
Historically, Customer Support has been undervalued. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected. Customer Experience Contact CenterIt's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. 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
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
Omnichannel Customer Support MORE
A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up to the fact that delivering great customer support is directly correlated to the success of the enterprise. Empowered consumers have real-time mediums to share their experiences across large social graphs and those experiences can have an immediate and significant impact on brand sentiment, customer loyalty, and the bottom line. MORE
Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service 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
Customer Support CommunityAs you’ve heard us say time and time again, today’s world is all about instant results. As consumers, speed trumps everything else and when that fails, we try to find the next best solution. 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). What is Customer Support? MORE
Particularly, when it comes to AI and customer support, it’s (often) deemed the next big thing. If we look through the current implementations, however, about 91% of customers claim that live agent telephony is still their preferred communication channel. Customer Support Thought LeadershipArtificial Intelligence, otherwise referred to as AI, is grabbing a lot of headlines these days. MORE
In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. The demand is there, but support needs to keep pace. As the customer list gets longer so too will your help queue. Customer Success MORE
Customer Support Related Topics 
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.
Call Center Coach
AUGUST 9, 2018
You just might need to face the fact that you are unable to move as fast as your customers want. Your roadblock from assisting customers in accelerating down their customer journey just might be because your systems are dumb phone centric while your customer is smartphone centric.
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). What is Customer Support?
Fonolo
SEPTEMBER 6, 2018
Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape.
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?
kommunicate
AUGUST 30, 2018
Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. How happy your existing customers are can determine how much revenue would you get […].
Bright Pattern
JUNE 6, 2018
Omnichannel Customer Support
OctopusTech
JULY 22, 2018
Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Live chat work as an excellent customer support channel simply because. blog customer support live chat social media
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).
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
ShepHyken
JUNE 8, 2018
Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.
Liveops
OCTOBER 19, 2018
As someone who worked as a call center agent for Liveops prior to taking on my current role of managing teams of agents, I can tell you: Most people are quick to share stories about less-than-stellar calls with customer service. What usually goes untold are the times when someone does deliver great customer service. Yet customer service agents are the lifeblood of every organization, including/especially here at Liveops. If you have something nice to say, say it loud.
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
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.
Brad Cleveland
AUGUST 2, 2016
Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service
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
Return Customer
AUGUST 15, 2018
To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customer support practices.
UJET
MAY 31, 2018
Historically, Customer Support has been undervalued. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected. Customer Experience Contact CenterIt's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead.
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.
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
aircall
MARCH 22, 2018
I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”.
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….
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….
UJET
DECEMBER 1, 2017
As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. And given the large amounts of sensitive personal information involved in customer service interactions, organizations must take measures to ensure this data is properly secured. Customer Support Security
Return Customer
JULY 25, 2018
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers.
UJET
JULY 21, 2017
Particularly, when it comes to AI and customer support, it’s (often) deemed the next big thing. If we look through the current implementations, however, about 91% of customers claim that live agent telephony is still their preferred communication channel. Customer Support Thought LeadershipArtificial Intelligence, otherwise referred to as AI, is grabbing a lot of headlines these days.
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.
UJET
MARCH 30, 2018
Customer Experience Multichannel Support
Call Center Pros
JULY 27, 2018
Many believe that for customer service, Artificial Intelligence (AI), is the future and maybe the disruption of the entire call center industry. There are no doubts about the fact that AI is going to make a huge impact in the coming future when it comes to customer engagement.
aircall
FEBRUARY 2, 2018
In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. The demand is there, but support needs to keep pace. As the customer list gets longer so too will your help queue. Customer Success
aircall
AUGUST 8, 2017
Today’s marketplace doesn’t tolerate poor customer support. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. For this reason, strong customer support has emerged as a greater differentiator than price for businesses looking to stand out in the eyes of prospects. Marketing, Sales, & Customer Success. the customer should have a voice.
ShepHyken
AUGUST 19, 2016
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.
Return Customer
FEBRUARY 28, 2018
Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time. Indeed, customers don’t want to be put on hold as live agents determine how and where they should be transferred.
UJET
JANUARY 4, 2018
A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up to the fact that delivering great customer support is directly correlated to the success of the enterprise. Empowered consumers have real-time mediums to share their experiences across large social graphs and those experiences can have an immediate and significant impact on brand sentiment, customer loyalty, and the bottom line.
UJET
JANUARY 18, 2018
Artificial intelligence (AI) is deemed by many as the next big thing in customer support. found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020. Customer Support Thought Leadership Artificial IntelligenceThe concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms.
Toister Performance Solutions
NOVEMBER 30, 2017
I placed a frantic call to technical support. The technical support rep must have been super empowered. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") For support teams, customer relief is much more important than happiness.
aircall
MAY 5, 2017
We’ve looked at how to successfully scale your customer support team before. This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee. Poor customer reviews.
aircall
JULY 21, 2017
Customer support is sometimes considered a repetitive and straightforward task, but only by people who’ve never worked in the field. Many support managers provide their representatives with call center scripts. The customer screwed up. The customer is (extremely) angry.
Taylor Reach Group
NOVEMBER 17, 2017
With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers. Original post via ProProfs, expert opinion summary by Colin Taylor.
aircall
APRIL 12, 2017
When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. Give your customers options.
UJET
APRIL 19, 2018
Until recently, it was assumed that technology would replace people in customer support. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate. Customer ExperienceNow it's clear that technology alone isn't enough.
Win the Customer
FEBRUARY 5, 2016
Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? Almost half (41%) said that making customers happy isn’t a challenge for them.
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