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

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

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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.

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.

The New Standard: Why Employee Obsession Matters

Bryce Maddock & Jaspar Weir Co-Founders, TaskUs Next Generation Customer Experience CX Consulting | Digital Transformation | Outsourcing. Happy Employees Make Customers Happy � � � � � � � � � � � � � � � � � � � � � � � 36 The TaskUs Outcomes –. secondary to the customer.

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.

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.

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.

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 […].

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

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?

When Customer Service Creates Customer Validation

ShepHyken

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.

 Is Virtual the Next Reality for Contact Centers?

Aspect

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.

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.

Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers

ShepHyken

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.

Why Must I Repeat Myself Again and Again?

ShepHyken

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? Why did she ask for my account or customer number?

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

Guest Blog: 4 Things to Learn from a Disappointed Customer

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. Customers tend to grumble or express their discontent if things go wrong.

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Top 10 Angry Tweets from Customers Waiting On Hold

Fonolo

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.

Amazing Business Radio: Murph Krajewski

ShepHyken

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.

SMS – Better Outreach on Customer Terms

Aspect

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.

5 Top Customer Service Articles For the Week of June 12, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross.

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Amazing Business Radio: Tricia Morris

ShepHyken

Tricia Morris On What’s Changing In Customer Service. Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service.

5 Top Customer Service Articles For the Week of August 8, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. What Exactly Is The Future of Customer Service?

Guest Blog: The Power of Training in Customer Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Brainstorming better ways to say “no” to a customer complaint.

5 Top Customer Service Articles For the Week of July 11, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Want Customer Loyalty?

Sometimes It’s Okay to Ask a Customer to Repeat the Story

ShepHyken

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue.

Amazing Business Radio: Nate Spears

ShepHyken

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?

5 Top Customer Service Articles For the Week of March 13, 2017

ShepHyken

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.

5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

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.

Guest Blog: Customer Communication: Bots are Nice, But Humans are Better

ShepHyken

This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken.

5 Top Customer Service Articles For the Week of June 12, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel.

Guest Blog: How to Ace Customer Service in the Age of Immediacy

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers.

Guest Blog: 6 Signs You Are Ready to Outsource Customer Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative and it must be something your customers trust and have confidence in. – Shep Hyken.

Amazing Business Radio: Roy Atkinson

ShepHyken

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.

Self-Service is the Answer to Scale Customer Service Experiences

Win the Customer

With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale? Communication Customer Experience Technology

These 8 Technologies Are Transforming the Contact Center

DMG

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. This technology is finally delivering on its potential to find the root cause of customer issues and is starting to be used outside of contact centers to enhance the customer journey throughout the enterprise.

Breaking the Ice Episode #39: Emotional Intelligence & Mindfulness w/ Debi Mongan

Customer Service Life

Customer Service Question: How does Emotional Intelligence play in the world of a customer support agent? . The post Breaking the Ice Episode #39: Emotional Intelligence & Mindfulness w/ Debi Mongan appeared first on Customer Service Life. Yay for episode #39.

Customer Service Principles ALWAYS Apply

Call Center Weekly

To the agents, this may create pushback, anger and frustration that may unexpectedly be directed at customers. But, the greatest similarity resides in the fact that we are in the business of providing services and support. I also strive to provide the best possible customer service.

Guest Blog: Don’t Make Me Wait

ShepHyken

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. How Can You Stop A Customer From Bailing? It allows customers to browse Q&A in-context.