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 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
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. 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
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
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. 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
UJET Customer Support OmnichannelWe have some exciting and helpful updates to share! 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
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. MORE
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. 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
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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? MORE
Customer Experience Multichannel Support MORE
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 MORE
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 […]. MORE
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. MORE
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. 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
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 Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service MORE
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! 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
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. MORE
Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Social Media customer access customer access strategy strategy MORE
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. MORE
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. MORE
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 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
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. 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
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? MORE
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. 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.
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
UJET
SEPTEMBER 11, 2017
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.
Brad Cleveland
FEBRUARY 24, 2015
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
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?
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.
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.
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
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.
Brad Cleveland
MAY 13, 2014
Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service
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.
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.
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.
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.
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.
ShepHyken
JULY 22, 2016
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.
Win the Customer
SEPTEMBER 16, 2014
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
Ian Jacobs
FEBRUARY 20, 2015
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.
Contact Center Pipeline
OCTOBER 4, 2017
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 […].
ShepHyken
NOVEMBER 8, 2017
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?
ShepHyken
OCTOBER 18, 2017
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.
Aspect
SEPTEMBER 27, 2017
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.
ShepHyken
FEBRUARY 28, 2018
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.
ShepHyken
JULY 21, 2017
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.
ShepHyken
NOVEMBER 29, 2016
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?
ShepHyken
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.
ShepHyken
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.
Myra Golden Media
MARCH 15, 2018
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.
ShepHyken
NOVEMBER 8, 2016
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.
UJET
JANUARY 11, 2018
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!
Fonolo
SEPTEMBER 13, 2017
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.
Aspect
JULY 18, 2017
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.
ShepHyken
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.
UJET
AUGUST 3, 2017
UJET Customer Support OmnichannelWe have some exciting and helpful updates to share!
UJET
MAY 24, 2017
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
UJET
JANUARY 23, 2018
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.
ShepHyken
SEPTEMBER 8, 2017
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.
ShepHyken
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.
UJET
JANUARY 30, 2018
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
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