Expert insights. Personalized for you.
Customer Support Related Topics 
ShepHyken
JULY 3, 2019
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?
ShepHyken
JUNE 26, 2019
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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. 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.
ShepHyken
NOVEMBER 22, 2019
This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . This puts a lot of extra pressure on businesses to deliver exceptional customer service.
Advertiser: Vanilla Forums
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.
Nicereply
APRIL 6, 2022
In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service.
OctopusTech
DECEMBER 17, 2021
It’s a fact that outstanding customer support plays a vital role in driving businesses ahead. But with nearly every firm having dedicated customer support departments in-house, the field is pretty common. It’s a fact that customers always wish to talk to humans.
OctopusTech
MAY 8, 2021
Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. How to Assemble Support Solutions for Peak Season.
ShepHyken
MAY 10, 2019
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.
Nicereply
APRIL 6, 2022
In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service.
Advertisement
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.
|
Contact Center Pipeline
SEPTEMBER 8, 2020
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.
Contact Center Pipeline
MAY 21, 2019
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 […].
Nicereply
MAY 9, 2022
For example: • 80% of revenue comes from 20% of your customers. • 80% of your support tickets come from 20% of your customers. Here are three 80/20 questions to ask , along with examples of how you can use them to transform your customer support.
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.
Advertisement
Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.
TeamSupport
APRIL 15, 2021
Customers are often in need of assistance and expect smooth interactions with the company. Surveys show that 86 percent of customers are willing to pay more for a better customer experience. Although this temporarily relieves angry customers, it does not really impress them.
Helpware
FEBRUARY 1, 2022
There is no doubt that customer support is integral to business success. However, providing quality customer support can be expensive and time-consuming especially when it needs to be performed across numerous channels.
ShepHyken
SEPTEMBER 20, 2019
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.
Contact Center Pipeline
MARCH 25, 2021
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years.
Advertisement
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.
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. 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.
SmartKarrot
MAY 20, 2022
Customer success is a separate field altogether because we are dealing with proactivity, data analysis, product adoption , and NPS feedback. The process involves regular coordination with support, product development, engineering teams, and marketing.
Nicereply
APRIL 11, 2022
I interacted with customers to help them pick the right type of paint, which helped me improve my communication skills. One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support.
UJET
APRIL 16, 2020
Regardless of which system is used, it’s important that remote agents are following security tenets to keep customer data and company information secure as well as protecting company data and customer personal identifiable information (PII).
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?
ShepHyken
NOVEMBER 23, 2018
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.
Helpware
AUGUST 19, 2021
Learn the perks of using a cross-channel support strategy in this guide. We will also discuss how BPO firms can simplify your customer support processes
UJET
MARCH 17, 2020
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.
ProProfs Chat
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. Customer Support cha
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.
Balbelforce
NOVEMBER 4, 2021
With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. Offering Customer Support With WhatsApp. WhatsApp makes it easy for businesses to provide support via the platform. It’s easy to direct customers to this profile.
TeamSupport
MARCH 17, 2022
When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. Training new hires on the fly isn’t easy and yet it’s quite common.
ShepHyken
NOVEMBER 23, 2018
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.
ShepHyken
DECEMBER 6, 2019
This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. In fact, three-quarters of online customers expect help within five minutes.
CSM Magazine
SEPTEMBER 20, 2021
Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. 10 Awesome Customer Support Tips & Examples.
Helpware
MAY 12, 2022
The digital economy has ushered in a new phase of globalization and is, as expressed by the World Economic Forum , "becoming a force to be reckoned with through e-commerce and digital services."
Guru
OCTOBER 19, 2020
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.
CSM Magazine
MAY 12, 2022
Historically, customer support teams have taken a reactive approach to customer issues. Whether you’re in B2B SaaS, e-commerce, or another industry, customer and employee satisfaction are likely to be key to success, making new approaches more attractive.
JustCall
APRIL 20, 2022
Employing customer service best practices should be the biggest priority for businesses in 2022. Did you know 1 in 3 consumers would consider switching companies after one bad customer service experience? This is one of the basics of good customer service practices.
263 
Let's personalize your content