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.

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.

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?

How to Implement a Proactive Customer Support Strategy

OctopusTech

When it comes to offering customer support services , there are basically two ways any call center may approach, they can either respond reactively (responding to situations after they have occurred) or proactively (eliminating problems before they have a chance to appear).

4 Must-Have Customer Support Channels Your Company Needs

OctopusTech

Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Live chat work as an excellent customer support channel simply because. blog customer support live chat social media

Role of Customer Support Outsourcing in Revenue Generation

OctopusTech

Customer satisfaction and loyalty are two key factors you should look for while pursuing organisational success and long-term growth for your company. There are a number of ways customer support outsourcing can enable profitability for your business.

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.

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.

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.

A Beginner’s Guide to Implement Social Media Customer Support

OctopusTech

Gone are the days when the consumers expect support after they had purchased the product. Today, in the age of social networking, customers expect companies to offer their support long before they have made their mind to purchase and way after they have made that purchase.

How to Elevate Customer Support from Within

UJET

Historically, Customer Support has been undervalued. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected. Customer Experience Contact CenterIt's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead.

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

3 Signs Your Business Needs a Dedicated Customer Support Team

Return Customer

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers.

Ensuring Data Security In Customer Support Programs

UJET

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

The Psychology of Customer Support: Why People Love Live Chat 

UJET

Customer Experience Multichannel Support

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.

AI and Bots In Customer Support

UJET

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.

3 Benefits of SMS as a Customer Support Channel

Return Customer

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.

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.

Looking into the Customer Support Crystal Ball: 6 Predictions for 2018

UJET

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

UJET

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.

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.

Smarter Customer Experiences: 9 Real-World Examples of AI in Customer Support

Relay Blog

The post Smarter Customer Experiences: 9 Real-World Examples of AI in Customer Support appeared first on Relay. AI Support customer examples experience future service support

How WebRTC Improves Global Customer Support with Browser-based Voice Communications

Nexmo

For many years, companies with global customer support operations could only dream of conducting voice communications with their customers directly through their web browsers. The post How WebRTC Improves Global Customer Support with Browser-based Voice Communications appeared first on Nexmo.

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

UJET

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.

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.

Collaborative Support 101: Engaging Multiple Providers, Partners, & Vendors to Deliver Seamless Customer Support

Relay Blog

No one enjoys getting tossed around like a hot potato when they call customer support. The post Collaborative Support 101: Engaging Multiple Providers, Partners, & Vendors to Deliver Seamless Customer Support appeared first on Relay. Support agent collaborative support customer esclation experience model tier

How to Set Up a Self-service Customer Support System to Improve Customer Experience

Bright Pattern

That may very well be the motto for a very large number of today’s customers. We want help, and we want it now. self-service

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

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

ShepHyken

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.

Q&A on Social Media Customer Support

Brad Cleveland

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

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

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

10 chat support job responsibilities: what you need to know about providing live chat support to your customers

UJET

Customer Experience Multichannel Support Live Chat Customer SupportIt's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.

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 […].

Club Factory

OctopusTech

Club Factory is a leading E-Commerce Website and App that sells a wide range of products across multiple categories to customers in several countries. That is what makes Club Factory one of the top choices for customers for online shopping. Chat Support Services.

Club Factory

OctopusTech

Club Factory is a leading E-Commerce Website and App that sells a wide range of products across multiple categories to customers in several countries. That is what makes Club Factory one of the top choices for customers for online shopping. Chat Support Services.

Charging More for a Better Customer Service Experience

ShepHyken

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?