Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Airlines 222

Airlines Self service Call Center Personalization 222

Beyond Philosophy

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. Seven years is a long time relative to customer markets.

Surveys 195

Surveys Self service Marketing Feedback 195

ShepHyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. But for more challenging concerns, most customers still prefer to contact somebody through the phone.

Journey mapping 156

Journey mapping Self service Finance Technology 156

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. What is a Customer Experience Strategy? .

Customer Experience 175

Customer Experience Self service Advertising Chatbots 175

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 319

Customer Service Advertising B2B Chatbots 319

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . My service is so good that I stay and I pay. .

Coaching 328

Coaching Customer centricity Accountability Feedback 328

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving. Is it informative?

Brand ambassadors 200

Brand ambassadors Chatbots Self service Contact Center 200

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. This vision is at the heart of SmartAction’s mission, where we’re not just about technology; we’re about transforming customer experiences.

Chatbots 90

Chatbots Airlines Self service Technology 90

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have. That means offering new services, such as curbside pickup and delivery.? . Build a Community .

Consulting 352

Consulting Consulting Sales Self service 352

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms.

Cloud contact 92

Cloud contact Chatbots Contact Center APIs 92

ShepHyken

DECEMBER 25, 2019

For other businesses and industries, your busy times may be cyclical or seasonal. In some industries, the busy season means an influx of calls, emails and messages from customers who need help. The question is how to manage those times. Look at your history. Look back and track the patterns during your busy times.

Self service 288

Self service Chatbots Personalization Customer Service 288

ShepHyken

FEBRUARY 18, 2022

He shares how to improve the SaaS customer experience to encourage customer loyalty. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months. Profits from loyal customers are a company’s most valuable asset. Customer experience is a key difference for SaaS firms.

SaaS 175

SaaS Customer Experience B2B Feedback 175

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact.

Customer Experience 145

Customer Experience Self service Interactive Voice Response Technical Support 145

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. A day in the life of a Millennial. Sounds exhausting? Not for Ashley. She’s a Millennial.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler? Smarter self-service options. Click To Tweet. Bio-authentication.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Understand Customer Behavior. Conducting research should be the first thing on your list. Prioritize Self-Service Solutions.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. We also discuss some relevant use cases.

Self service 103

Self service APIs Transportation Contact Center 103

TechSee

SEPTEMBER 21, 2023

These are the keys to unlocking mainstream adoption of Generative AI for service and CX. As you chat, you read your friend’s facial expressions and listen to the tone of their voice. This provides invaluable context to your conversation. Using Generative AI should be as natural as chatting with a friend.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

Call Design

JUNE 22, 2020

While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. For some organisations, there may be an influx of calls from customers asking about your services. Providing a great customer experience. How automation helps.

Interactive Voice Response 187

Interactive Voice Response Chatbots Best practices Consulting 187

Fonolo

DECEMBER 15, 2022

But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. The first step is deciding where to focus your efforts.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The original interactive voice response system (IVR) might be better known to customers as a phone menu. Read on for a crash course! What is Visual IVR?

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Outsource Consultants

AUGUST 7, 2023

With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. One specific example would be chatbots, which analyze customer queries and responses to better serve the next person in line. This allows the QAS to focus on coaching instead of call review.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. These are not your chatbots of the past that were difficult to navigate and left you desperate for live human support.

Chatbots 98

Chatbots Customer Service Healthcare Banking 98

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

Chatbots 119

Chatbots Banking Self service Finance 119

Calltools

MARCH 20, 2024

Artificial intelligence has revolutionized how contact centers streamline processes and serve customers. While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. Each interaction teaches the AI how to improve and personalize customer experiences.

Contact Center 52

Contact Center Self service Best practices Wait times 52

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . When implementing a self-service tool, most businesses expect short to mid-term results. Only good AI solutions truly understand customer requests. So how does that really affect self-service rates?

Chatbots 98

Chatbots Self service Scripts Technology 98

SharpenCX

AUGUST 7, 2023

Sure, there are self-service options and automated chatbots to speed up service. But sometimes, customers just want to talk to another human. In fact, 44% of online consumers say having questions answered by a live person during an online purchase is one of the most important features a website can offer.

Chatbots 67

Chatbots industry standards Call Center Scripts 67

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Nicereply

MAY 11, 2021

Making sure customers can find all the information they need with minimal effort needs to be a priority. You are probably well aware that quality customer service is very crucial. But you probably know that quality customer support is expensive and very time-consuming too, so what can you do about it?

Self service 98

Self service Call Center Customer Support Metrics 98

Nicereply

MAY 4, 2022

Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales.

Best practices 98

Best practices Self service Sales Surveys 98

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

SharpenCX

DECEMBER 1, 2021

The end of the year means the end of a long list of deadlines, tying up loose ends, and prepping your team for the coming year. Even though your agents want to check out, your customers still need you. And with that, you need to focus on the customer most during the holiday season. Update your self-service tools.

Self service 128

Self service Coaching Contact Center Cloud contact 128