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.

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.

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.

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. . This puts a lot of extra pressure on businesses to deliver exceptional customer service.

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

Speaker: Kristina Evey, Customer Experience Expert and Consultant

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.

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. Walk in your customer’s shoes for a moment. Managing tickets as a unified support team.

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Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait

ShepHyken

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.

5 Key Principles of Direct-to-Consumer Customer Support

Guru

And in a world in which many customers never even set foot in a physical retail store, your customer support team is in charge of establishing and nurturing the relationship with your customers. customer support

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?

An Insider View on Customer Support Strategies with Lindsay Willott

ProProfs Blog

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service.

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.

What is the Difference Between Customer Service and Customer Support

ProProfs Blog

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. What is Customer Service? What is Customer Support?

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.

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.

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?

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.

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.

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.

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.

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.

Customer Support Alignment

Squelch

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

Customer Support Alignment

Squelch

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

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 Rock Customer Support During Holiday Season

Ameyo

Holiday season sure brings a lot of joy but can also be stressful for both customers and businesses. Customer Support christmas customer experience customer support holiday season new yearHo ho ho! It’s that time of the year again!

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.

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: 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.

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.

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.

Beyond Channels: More Effective Customer Support

Nicereply

Going beyond channels through changes to your products and services will make support easier to access, reduce customer effort, and allow you to resolve tickets faster. When support leaders are asked “how do you support your customers?” Customer Suppor

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.

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.

Millennials and Generation Z are Reshaping Customer Support

UJET

Customer Experience Customer Support Mobile Millennial Generation ZConsumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases.

How to Establish The Ultimate Omni-Channel Customer Support System

ProProfs Blog

The quality of customer support not only plays a big role in the profitability of a company but also determines the number of loyal customers. As recent reports suggest, 55% of customers are willing to pay more for a better experience. Website Based Customer Support.

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.

­­Understanding B2B Customer Support in the UK

TeamSupport

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”).

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There Isn't an One-Size-Fits-All Customer Support Platform

UJET

Some go as far as saying they have every currently available feature and tool and will fill all your support needs. Multichannel Support Contact Center Customer Support CCaaSContact-Center-as-a-Service (CCaaS) providers like to make big promises.

Leverage Gamification to Level Up Customer Support

Noble Systems

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Step 1: Define Customer Support KPIs. Customer Satisfaction (CSAT).

Proactive Customer Support and its Benefits

kommunicate

Everyone one of us already aware that customer experience plays an important role in the current competitive market. Gartner’s report also says that 80% of businesses are going to compete based on customer experience in upcoming days.