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5 Top Customer Service Articles of the Week 7-12-2021

ShepHyken

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. Does a Customer Seek Customer Experience?

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Why is my smart device making me feel dumb? The challenges of onboarding IoT devices

TechSee

According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Traditional self service.

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Augmented World – How AR Transforms Customer Experience

TechSee

Brands can also incorporate entertaining activities to engage the customer. Post-Sale Support: Solidify the Customer Relationship. Self-service support. Brands are upping their post-sales service game by enabling customers to tap into powerful AR-based self-service.

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ResultsCX Expands into Europe – Acquires 60K and Establishes European Headquarters in London

CSM Magazine

” Founded in 2008, 60K provides CXM services to leading U.K., European, and American clients in the media and entertainment, digital commerce and retail, travel, financial services, and insurtech industries. The company has earned more than 40 customer service and industry awards.

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Website findability: How autocomplete and semantic search affect the customer experience  

Inbenta

are great entertainment if you’re not in a rush or are in the mood for some free laughs. In this case, none of the results is particularly what she’s looking for and requires an additional step—like calling or emailing customer support—for help. Is that a positive customer experience? Suggestions like “How do I….take

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17 Surprising Stats About Call Centers

Fonolo

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.

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How to Improve Customer Satisfaction – Eric Berne’s Three Ego States

LiveChat

On this level of connection, you need to make sure that: – Your product/service fulfills your customer’s needs, – You can help them whenever they need you (customer support, knowledge base). If you decide to appeal to this level of needs, you need to focus on benefits you can give to your customers.