Upgrade Your Customer Support Rep to a Customer Support Professional


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.

Mobile Customer Support

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service

Combating Customer Support Complaints


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.

How’s Your Mobile Customer Support?

Brad Cleveland

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategy

The 3 Mistakes You Can’t Afford to Make with Customer Support

Myra Golden Media

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?

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support


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.

Forget Happiness, This Is the Top Emotion for Customer Support

Toister Performance Solutions

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.

Ensuring Data Security In Customer Support Programs


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

Guest Blog: How Small Software Companies Can Provide Awesome Customer Support Without Going 24/7


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.

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service

AI and Bots In Customer Support


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.

Top Challenges for Customer Support in 2016 #INFOGRAPHIC

Win the Customer

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.

Looking into the Customer Support Crystal Ball: 6 Predictions for 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.

The Customer Support Equation: Finding the Balance Between Humans and Bots


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.

5 Ways to Start Modernizing Your Customer Support for a More Personal UX


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.

Expert Opinion: Top 3 Customer Support Trends to look for in 2018

Taylor Reach Group

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.

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Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service


This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support.

The Critical Role of Customer Support in Customer Retention and Customer Relationships

Win the Customer

Competing to win customers today means not only keeping up with major brands in your industry but also staying ahead of new emerging service providers. Customer Experience Customer Service

Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Ian Jacobs

In communities that regularly discuss brands, these customers are also more likely to be exactly the type of high-value customers that companies want to provide with great customer experiences. But brands need to decide when and how to engage customers in these forums they do not control. Customer Experience. customer communities. social customer service. Industry analysts travel--a lot.

Digital Colleagues: Friend or Foe?

Contact Center Pipeline

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for customer service jobs and they’re on 24/7/365. They’re not just after customer service jobs either, look out […].

Charging More for a Better Customer Service Experience


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?

When Customer Service Creates Customer Validation


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.

 Is Virtual the Next Reality for Contact Centers?


The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. But just about every contact center is looking for a way to give their customers a greater degree of connection and a personal touch.

What Doesn’t Get Done Gets Noticed


Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. In other words, the best customer service is invisible. The customer doesn’t have to ask for it.

Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers


This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. Previous Customer Support Experience.

Amazing Business Radio: Nate Spears


Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. How do I provide an exceptional customer experience?

5 Top Customer Service Articles For the Week of February 19, 2018


Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service. Customer service training doesn’t cost, it pays.

5 Top Customer Service Articles For the Week of April 2, 2018


Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks.

How to Tell Customers What They Don’t Want to Hear In a Chat

Myra Golden Media

So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured. There will be times when you just can’t tell your customer what they want to hear.

Amazing Business Radio: Roy Atkinson


Advances in the World of Customer Service. Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support.

Five Customer Experience Blogs You’ve Got to Follow


Customer experience is one of the largest competitive advantages for businesses today. Customer Support Customer ExperienceWith tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox. Check them out below!

Top 10 Angry Tweets from Customers Waiting On Hold


Onholdwith.com is a community-driven platform that aims to end hold time for customers. I’ve been on hold with Sprint customer service for five and a half years. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Know What Makes Customers Tick.

SMS – Better Outreach on Customer Terms


SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach. SMS enables customers to stay in their comfort zone as they interact with a business. Help and Support.

5 Top Customer Service Articles For the Week of November 14, 2016


Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

Engage Your Website Visitors With UJET Proactive Call/Chat


UJET Customer Support OmnichannelWe have some exciting and helpful updates to share!

Why Multitasking Shouldn’t Be Support’s Strong Suit


While UJET was born out of sheer customer frustration, support agents face just as many hurdles on the other side of the customer support experience. Customer Support

When It Comes to Customer Experience, My Bet's on UJET


After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Customer Support Customer ExperienceMost of the time, we could get 80 or 90% of the way there—but only after significant compromise.

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Amazing Business Radio: Murph Krajewski


Murph Krajewski Shares Keys to Creating Better Customer Support Experiences. Do your customer facing employees have everything they need to do their jobs properly? Murph explains that the problem starts with the customer service agent’s experience.

5 Top Customer Service Articles For the Week of March 13, 2017


Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category.

How to Keep Your Customers Coming Back


In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? What will set you apart and build brand loyalty, however, is your customer support. Entrepreneur points out several reasons why brand loyalty is essential to your success in business: Customer Support Customer Experience Customer Service