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. But there’s one mode of communication and customer support that hasn’t been talked about much. Let’s say a customer calls for support.

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.

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.

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.

Training for Lead Generation, Customer Onboarding and Support

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. With a remote team dedicated to support, operations would be able to focus on their primary tasks.

The pros and cons of remote customer support

UJET

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction.

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers.

How to Shorten your Customer Support Queues

ProProfs Blog

Isn’t it overwhelming to see a backlog of customer emails when you log in? Don’t you want to reduce and manage your customer support queues? More than ever, it is critical to offer exceptional service to your customers. Reduce customer response time.

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. Technical Support in the age of Digital Twins.

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

Speaker: Kristina Evey, Customer Experience Expert and Consultant

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?

Know Your Terminology: Customer Support vs Customer Experience

Guru

customer supportWhen we think about some of the biggest brands in the world, we tend to think about the things that set them apart: their marketing, their product(s), the sales experience, and, potentially, the service experience.

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: 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.

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its 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?

6 Reasons Why Customer Support Is an Essential Part of Your Business

ProProfs Blog

It takes 12 positive interactions to make up for 1 negative interaction with a customer. The worst part is, 33% of customers don’t even return after 1 negative experience. In short, customer support makes all the difference. And along your customers, goes your revenue.

How Should Your Customer Support be in 2019?

ProProfs Blog

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. Customers have become “smart” today.

Hurry and Disrupt your Customer Support Experience

Call Center Coach

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.

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.

The Do’s and Don’ts of Excellent Customer Support on Social Media

ProProfs Blog

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. Offer Customers Contact Alternatives.

Customer Support Glossary (A-Z)

kommunicate

These terminologies facilitate better internal communication and also improves their customer communications. In this post, we have listed the A-Z customer support terms and definitions. The post Customer Support Glossary (A-Z) appeared first on Kommunicate Blog.

Which is the Best Customer Support System for your Company?

OctopusTech

Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed. Social Customer Support.

5 Industries that need great customer support

UJET

Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution.

Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Customer Experience AI Multichannel Support Live Chat Customer Support Automated Agent

Are You Adapting Omni-Channel Customer Support?

Etech GS

Customer support was originally handled through three information channels: telephone, letter or in person. Now, businesses must handle customer service communications through a multifaceted approach known as omnichannel. Understand Customer Behavior.

5 Ways Live Chat Improves Your Customer Support

Kayako

At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process. And 43 percent of businesses know their customer experience isn’t good enough.

Customer support words you need to know

UJET

Customer Support customer serviceThere are specific terms that are tossed around along with different acronyms in every industry.

Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide

ShepHyken

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.

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. How exactly can good customer service improve your business? Improved Customer Experience.

6 Simple Customer Support Strategies For Small Businesses

ProProfs Blog

Customer support is an important area for any business. Particularly today, when reviews for companies can be posted so easily on the internet, helping your customers as soon as problems arise is a crucial element to running a successful business. Retain Your Customers.

How to Chat With Customers Online: 9 Effective Tips for Customer Support

ProProfs Blog

Customer expectations are on the rise. Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. 9 Amazing Tips on How to Chat With Customers Online. Not aware of customer pain points.

Tips to Empower your Customer Support Team

OctopusTech

If a customer is at the heart of sales then customer support is the front line. Your agents interact with customers and by far the most important factor in delivering your services efficiently. Empowerment of agents is the key to great customer experiences.

Boosting Your Customer Support: Human-Operated Live Chat vs Chatbots

Kayako

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Human-Operated Live Chat vs. Chatbots: Customer Perceptions.

Combating Customer Support Complaints

UJET

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.

What is the difference between Customer Support and Customer Success?

CustomerSuccessBox

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. But there are several key differences between customer support and customer success.

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

ShepHyken

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.

How Will Customer Support Change in the Future?

Fonolo

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.

Why every customer support call should include CSAT and CES

UJET

Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Customer Experience customer satisfaction rating customer effort score Customer Support