Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. There are measurable steps companies can take to improve customer service.

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

Talkdesk

JANUARY 26, 2015

Each year our team makes a New Year’s Resolution to put the customer first, but that’s about as far as it goes. No one really knows what that means, or how to actually put the customer first. So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015.

Customer Support 50

Customer Support Customer centricity call center software CRM 50

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

Customer Support 79

Customer Support Customer Care Customer Service Personalization 79

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Vcaretec

JUNE 6, 2022

It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by a whopping 10x!

Customer Care 91

Customer Care Service level Sales Customer Support 91

CSM Magazine

NOVEMBER 26, 2024

Meesho, the rapidly growing social eCommerce platform has introduced an AI-powered voicebot to enhance user experience and provide round-the-clock customer support. Key highlights from the launch include: 24/7 Availability: The voicebot allows customers to receive support at any time, addressing queries and issues without delays.

Customer Support 52

Customer Support Technology Customer Service Management 52

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interconnected and interrelated. The recent stats from 2015 U.S. Does it exist? I feel that it does.

Customer Service 88

Customer Service Self service First call resolution Feedback 88

ProProfs Blog

AUGUST 24, 2018

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Take your customer relationships seriously. Walgreens’ Customer’s Health Scare. We’ve all been there.

Customer Service 111

Customer Service Accountability Management Marketing 111

Provide Support

AUGUST 18, 2015

Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction. Ease of access and speed of support. How can you ensure that your customer service is swift and easily available? Let’s look at each one of them.

Customer Service 88

Customer Service Customer Care Self service Personalization 88

Return Customer

JULY 25, 2018

Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere. In addition, 97.6%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. Customer service was one of these areas. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN. They were tasked to deal with enquiries like these: A customer didn’t receive a shipment.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 96

Customer Service Chatbots Banking B2C 96

delighted

OCTOBER 5, 2021

Have you ever experienced amazing customer service that went above and beyond your expectations? Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.

Metrics 91

Metrics Customer Service Surveys Journey mapping 91

CSM Magazine

FEBRUARY 2, 2021

Multi-angle, livestreaming customer support accelerates machine repairs, improves remote training and facilitates long distance collaboration for machine operators and technicians. ADTANCE Support now allows closed sessions to be reactivated and viewed again at any time.

Customer Support 75

Customer Support Automotive Engineering Sales 75

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.

Chatbots 91

Chatbots Customer Service Wait times Technical Support 91

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

Customer Support 53

Customer Support Customer Care Customer Service Personalization 53

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

CRM 164

CRM Personalization Self service Sales 164

Fonolo

FEBRUARY 13, 2018

Chat-based customer service is growing quickly. First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. between 2015 and 2016.” [ source via here ]. This is a harder question to answer than you might think.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Provide Support

OCTOBER 28, 2015

Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.

Customer Care 89

Customer Care Sales Customer Service Best practices 89

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more.

Customer Service 55

Customer Service Customer Support Technology Customer Care 55

Clarabridge

AUGUST 28, 2015

Twitter and Facebook are always on putting customers just one click away from being able to reach out with complaints, questions, etc. However, for quite a number of brands, it’s not possible to ‘always be on’ with 24/7 customer support. Still not sure whether you need to provide customer support during the weekend?

Customer Service 75

Customer Service Customer Care outsourcing Self service 75

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support.

Contact Center 116

Contact Center Technology Self service Call Center 116

Vonage

MARCH 11, 2016

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Like an estimated 57 percent of customers , I first went online to find some self-help. Time to call.

Customer Support 63

Customer Support Wireless Technical Support Average Handle Time 63

TechSee

JANUARY 30, 2018

Since 2015, object recognition has attained an error rate of 3.5% – even lower than the 5% baseline human rate – meaning that today’s machines surpass humans in the ability to recognize objects. However, sometimes even the remaining 3.5% of errors can be critical. Object recognition errors: Silly or serious?

Technical Support 116

Technical Support Entertainment Enterprise Marketing 116

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. © 2003 - 2015 Provide Support LLC. Read more.

Self service 77

Self service Customer Support Customer Service 77

Kayako

FEBRUARY 7, 2018

Customer support reps—just like anyone else—need one-on-one time with their managers and direction to hone their skills and develop their craft. The work of a customer support rep spans a spectrum of psychology, hard and soft skills, and emotional intelligence. A final tip on customer support coaching.

Coaching 84

Coaching Customer Service Feedback Wait times 84

Lumoa

OCTOBER 13, 2017

Very often, your customers are already using social media to discuss your brand. To be precise, in the US alone 67% of consumers have used social media for customer service. Your task is to be available for your customers and (remember, the golden rule !) That is how you build trust and relationships with your customers.

Customer Experience 102

Customer Experience Advertising Airlines Feedback 102

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. Now let’s take a look at and draw inspiration from the best customer service companies this year. Best customer service companies of 2016: all-star division.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. If you are there for your customers, they’ll want to be there for you. A strong customer relationship is rooted in exemplary customer service and support.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Vcaretec

JUNE 6, 2022

Increased spending is great for retailers, but with more spending comes an increased demand on customer care and customer support teams. Customer satisfaction numbers must remain high, even as shopping volumes increase. That means that retailers need to be able to scale up their customer service teams seamlessly.

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

HGS

MAY 27, 2015

Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered. Widening Service Delivery Scope.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Customer Service Life

NOVEMBER 5, 2018

In 2015, I had an anxiety attack at the office in front of a few employees I managed on my customer support team. The post Crying in a Contact Center Cubicle: A Look at Emotions in the Workplace appeared first on Customer Service Life. The crying didn’t happen at the office, let alone in front of others.

Contact Center 110

Contact Center Feedback Customer Support Customer Service 110

CSM Magazine

FEBRUARY 17, 2021

Danish customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa US$15m deal. The acquisition supports Dixa’s long term vision to simplify more aspects of customer service through personalisation and machine learning.

Customer Support 52

Customer Support Multichannel Best practices Marketing 52