Proactive Customer Support

ShepHyken

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?

Predictive Customer Support

ShepHyken

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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Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

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.

Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones. This puts a lot of extra pressure on businesses to deliver exceptional customer service. Consistency is the key to great customer service.

Your Guide to Boosting ROI Through Customer Support

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.

Maintaining Customer Support in a Crisis

Contact Center Pipeline

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a team’s ability to service the customer.

InformaTech

Guest Blog: What is Outsourced Customer Support and Why Do You Need it

ShepHyken

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.

Enhance Your Customer Support with Video

Contact Center Pipeline

It’s 2019: Your customers are going to expect immediate communication and results. Video assisted service call center contact center customer support video screen recordings video transcriptsAt one time, sure, this seemed like a lot to ask for. But when you can order tacos for the entire office with your phone, get a vibration in your pocket every time news breaks or even find a date by swiping on […].

Part 1: Increase Revenue Using Automated Customer Support Alerts

Team Support

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. If your support software features custom automation triggers , they won’t need to.

Guest Blog: Why cross-team collaboration is essential for B2B customer support teams

ShepHyken

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why.

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Your Guide to Boosting ROI Through Customer Service

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.

InformaTech

Guest Blog: Customer Support Chatbots ? Striking The Right Balance

ShepHyken

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.

Business Benefits of Using a Customer Support Software

Wowdesk Blog

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. .

Part 2: Increase Revenue Using Automated Customer Support Alerts

Team Support

In Part 1 of this series, we introduced ways that customer support can identify sales opportunities using ticket automation triggers in your TeamSupport B2B customer support solution. B2B Customer Support SLA team collaboration

Guest Blog: Exceptional Customer Support Is Fresh, Not Canned

ShepHyken

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. After just one bad customer support experience, trust in a brand is gone forever. That’s Mor, who heads the Lightricks Support Team. Your customers are moved by honesty.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization.

After UK Coronavirus Lockdown #3, Will Remote Contactless Customer Support be Here to Stay?

TechSee

Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes.

Customer Support Services for E-gaming and E-sports Industry

OctopusTech

So, with a growing demand for e-games, it is becoming important to get help via Customer Support Services on time. Thus, most of the gaming platforms are hiring Customer Service Outsourcing services for customer support to retain more paying customers.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization.

Transforming the Digital Customer Support Journey

This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.

Security Checklist for Remote Customer Support Agents

UJET

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer. Some plug-ins and extensions read tab data which could include confidential customer information that isn’t meant to be shared.

A Tale of Two B2B Customer Support Departments, Chapter 1

Team Support

Compare that with the joy and hope of the customer support department that works collaboratively with sales and product teams to resolve issues, provides tools and resources that help educate users making the most of the solution, and focuses on building relationships rather than closing tickets.

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Customer Support Trends and Predictions for 2020

UJET

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Over the years, we’ve seen voice lose ground yet still remain the primary support channel for customers in certain sectors. Support agents have a difficult job.

The Future of Remote Customer Support Tools is in the Hands of IT

TechSee

When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. IT specialists have a key role to play in boosting the adoption of their company’s remote customer support tools by employees and customers alike.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

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?

3 Ways Digital Twin Technology is Transforming Customer Support

TechSee

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.

5 Tips to Manage Remote Customer Support Agents

UJET

A strong customer support team is integral to the success of any business. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. The most important thing is providing agents with a support platform that they don’t need to manage themselves.

Difference Between Multichannel & Omnichannel Customer Support

ProProfs Chat

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. ”. And your support operators? . That’s why most of you resort to customer support tools like live chat for customer service to offer the best possible and instant help to customers.

Customer Support Alignment

Squelch

The post Customer Support Alignment appeared first on Squelch. Customer Support

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.

Customer Support Alignment

Squelch

The post Customer Support Alignment appeared first on Squelch. Customer Support

Remotathon Recap: Scaling 21st Century Customer Support Teams

Guru

Guru's digital speaker series Remotathon shines a light on some amazing people and companies — like Shopify , Slack , Handshake , and Noom — who shared insights on how we can best support our teams during this tough time. More than Support: Building a 21st Century CX Team.

Customer Support Services for Customer Retention in DTH Company

OctopusTech

Customers are the base of every business. Dedicating the resources for customer support also adds up. For this purpose, a DTH company must hire Customer Support Services. DTH companies are hiring good Customer Support Outsourcing firms for customer satisfaction.

5 Tips for Post-Holiday Customer Support

UJET

With an influx of travel plans, gift buying, and end-of-the-year promotions, brands find themselves faced with the task of maintaining inventory, getting orders out the door, and ensure that their customers are left satisfied. Travel companies have to deal with flight cancellations, delays, and stressed customers. Returns, exchanges, support questions, travel issues, and more come at the end of the holidays and companies will be affected by an influx of support traffic again.

Customer Support Leaders: Fireside with Steve Bederman

NobelBiz

Steve Bederman was invited on Customer Support Leaders Podcast: Fireside with Steve Bederman, moderated by Charlotte Ward. The post Customer Support Leaders: Fireside with Steve Bederman appeared first on NobelBiz®.

A Tale of Two B2B Customer Support Departments, Chapter 2

Team Support

And it's how we began our story of two B2B customer support departments. His customer support team is starting to doubt their ability to support those that need it. Sales is blaming customer support for losing the customers they worked so hard to bring in.

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

ShepHyken

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.

Security Checklist for Remote Customer Support Agents

UJET

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer. Some plug-ins and extensions read tab data which could include confidential customer information that isn’t meant to be shared.

Demystifying AI automation for Customer Support

Nicereply

bot, virtual assistant) works in customer support is to look at how humans are responding to and supporting customers. It starts with the customer query. You sit down and grab the next customer query in your Inbox. Human intelligence in customer service. You can quickly understand what the customer is trying to achieve but he can’t. Same as with human agents, the first part and the most important is understanding the customer query.