Mon.Dec 24, 2018

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5 Top Customer Service Articles for the Week of December 24, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. (Freshdesk) Customer service teams now have more resources at their disposal than ever for understanding and assisting customers.

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How to Choose the Right Customer Support Software?

kommunicate

The demand for customer support software is massive. Customer support and service industry is a whopping $30B market. Earlier, the most common way used by the companies was outsourcing the support to the call centers or creating an in-house team. Previously, businesses heavily relied on tools such as phone calls or emails. But it became [.]. The post How to Choose the Right Customer Support Software?

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Merry Christmas and a Happy New Year!

Aspect

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. This year, we’ve brought a number of new customers onboard and worked on some ground-breaking projects with innovative brands, such as the AI wine chatbot that we launched for Lidl.

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My 12 (XM)AS Wishes For You

Customer Experience Matters

Since tomorrow is Christmas, I decided to share 12 wishes for you and your experience management (XM) efforts. Here goes… During the upcoming year, I hope that you: Celebrate successes. It’s easy to get caught up in thinking about the next milestone to achieve, but make sure to regularly take account of the great things that you and your team have already accomplished.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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4 Trends for the Mobile Experience Every Brand Needs to Know

VocalCom

It’s no secret that customers are attached to their mobile devices. Any company that truly values the mobile customer experience knows that making every interaction seamless and engaging is the only way to keep this important customer base. But how exactly do your customers use their smartphones? Take note of these four important trends—and what you need to do to make your mobile customers happy.