ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 169

Customer Service Customer retention SaaS Best practices 169

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. Why Use AI for CX?

Contact Center 136

Contact Center Technology Consulting Consulting 136

TechSee

MAY 18, 2023

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers. That answer is down to a few key reasons.

Telecommunications 109

Telecommunications Self service Best practices Customer Experience 109

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 105

Enterprise Customer Support SaaS Sales 105

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Increased Customer Convenience Customers appreciate swift and round-the-clock service.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. This post will explore how to accomplish upskilling effectively, mitigate some of its key risks, and why visual support helps.

Contact Center 124

Contact Center Average Handle Time Education Best practices 124

Steve DiGioia

NOVEMBER 8, 2022

This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. Watched hours of match videos. RELATED POST: 5 Things Pro Wrestling Teach Us About Customer Service. They still have a job to do and must perform well.

Customer Service 182

Customer Service Personalization 182

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. Ask about their experience supporting this shift. Consider your team culture and their technology stack.

APIs 109

APIs Enterprise Technology Self service 109

TechSee

JANUARY 24, 2023

By systematically and visually leading a caller through a series of steps, the service team can reduce costs by cutting the AHT spent on calls and increasing the number of customers they serve. This performance improvement is especially valuable when asking customers to perform complex tasks that extend the time of the call.

Average Handle Time 109

Average Handle Time First call resolution Call Center Technology 109

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. According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

TechSee

NOVEMBER 18, 2022

While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions. Especially in the consumer sector, demand for service grows as customers begin setting up and using their new purchases and holiday presents.

Best practices 109

Best practices Wait times Consulting Consulting 109

TechSee

OCTOBER 19, 2021

One method used by retailers to address the challenge of how to reduce customer returns, is restocking fees. Companies have attempted to reduce returns by taking a more thorough approach to understanding customer requirements during the sales process. This video says it all: Better Instruction Manuals. Restocking Fees.

Average Handle Time 124

Average Handle Time Sales Analytics Technology 124

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users. Personalized Support A one-size-fits-all approach doesn’t cut it.

Customer Service 52

Customer Service Feedback Education Self service 52

TechSee

MARCH 9, 2020

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Keeping safe with video support. Visual Remote Assistance rescues contact centers in times of crisis.

Transportation 136

Transportation Contact Center Consulting Consulting 136

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding? Find out more.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Nicereply

APRIL 21, 2022

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Identify common issues.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Education 113

Education Government Sales Enterprise 113

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

Hodusoft

APRIL 1, 2024

As businesses continue to prioritize customer-centric strategies, having reliable call center software like HoduCC becomes indispensable. What sets HoduCC apart is its comprehensive approach to customer interaction management. This not only boosts efficiency but also enhances the overall customer experience.

call center software 52

call center software Contact center software Customer centricity Call Center 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 117

B2B Journey mapping SaaS Engineering 117

VirtualPBX

OCTOBER 11, 2023

And this enables great customer service and collaboration among teams. Companies can access all the features they need and add new users without disrupting day-to-day tasks and customer service lines. Calculate the potential revenue gains or customer retention benefits associated with enhanced customer service.

voip 104

voip Accountability Customer retention Technology 104

CSM Magazine

FEBRUARY 6, 2024

In the digital age, where content is king, the gatekeeper to any kingdom of information is often a simple, yet powerful visual cue: the video thumbnail. This seemingly small element of your video content strategy influences viewer behavior, draws attention, and ultimately determines whether your content gets the engagement it deserves.

Best practices 52

Best practices Metrics Marketing Personalization 52

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. Engage in Rewarding Video Communications.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Nicereply

FEBRUARY 21, 2022

Anticipating client difficulties and giving proactive solutions are the foundation of customer success. Not only does customer success lead to greater happiness and loyalty, but it also helps businesses increase revenue and customer retention. Greater emphasis on customer onboarding.

Journey mapping 98

Journey mapping Chatbots Customer retention Sales 98

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. As the industry advances, so do the methods we use to ensure our workforce is performing at its best.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Playvox

APRIL 25, 2023

Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

VirtualPBX

FEBRUARY 2, 2023

For small businesses, advances in technology have changed the way they communicate with employees, vendors, and customers across a spectrum of devices and methods. This guide will introduce small businesses to three types of communication methods that are essential for their success in 2023. Have a question about our plans?

voip 98

voip Technology 98

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

Customer Support 121

Customer Support Management Feedback Self service 121

VirtualPBX

MARCH 10, 2022

We invite you to watch and learn about the innovative features and services we contribute to support our customer’s needs. In addition, we consistently give 100% service to create successful associations. We get asked on how we deliver success? Live support hotline, how-to videos, and guides.

voip 98

voip Sales Accountability Marketing 98

BlueOcean

DECEMBER 15, 2022

We were lucky to sit down with Tony Won, a leading specialist in player support and our very first guest in the gaming industry. He has been a successful player support consultant for years thanks to his deep expertise in customer experience, video game development, live operations support, and much more.

Consulting 62

Consulting Consulting Customer Support Customer Experience 62

JivoChat

FEBRUARY 22, 2023

When a video has thousands of likes, the algorithm sees the content as relevant, and you increase the chances of having it delivered to more people. The quantity of likes a video has on TikTok is indicative of how successful it is. And, if they like your content, they may continue seeing your videos and interacting with them.

Analytics 75

Analytics Scripts Accountability Personalization 75

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Upselling 97

Upselling Metrics Chatbots Customer Support 97

CSM Magazine

MAY 10, 2024

Keeping new customers from leaving too soon is no small feat. When customers jump ship soon after signing up, it hits a business where it hurts the most – its future growth and earnings. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

Analytics 52

Analytics Feedback Customer retention Personalization 52

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Historic Call Center & Customer Experience Trends. We had to listen.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Spearline

SEPTEMBER 16, 2022

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers.

Contact Center 98

Contact Center Customer Experience Interactive Voice Response Personalization 98

VirtualPBX

FEBRUARY 8, 2022

So what features should be in play to make remote work successful for all parties? Those “essential technologies” are chat, voice, and video , and they are the heart of building your company’s culture, helping team members connect, and showcasing your company’s mission. Slacking Off. Time for the Closeup.

Technology 96

Technology Employee engagement 96

Spearline

MARCH 23, 2022

By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily. All these should equate to an enhanced customer experience.

Customer Experience 119

Customer Experience Contact Center Technology Customer Service 119