ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Here are my top five picks from last week.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Customer Service 149

Customer Service Self service Customer retention B2B 149

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? My Comment: This is an interesting article with a provocative title: “Is the Customer Service Department Becoming Obsolete?” by Mike Wittenstein.

Customer Service 151

Customer Service Chatbots Customer Care B2B 151

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. Everything from NPS to CSAT to Customer Lifetime Value and more.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Today’s AI-based customer service chatbots still require human intervention to help provide that context, enabling a better understanding of the bigger picture.

Chatbots 95

Chatbots Customer Service Customer Care Customer centricity 95

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014). more likely to buy again, 5.6x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. by Tara Thomas.

Customer Service 273

Customer Service Chatbots Metrics Contact Center 273

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. Chatbot examples in the utility industry. Chatbot examples in the retail industry. Chatbot examples in the manufacturing industry. Chatbot examples in the healthcare industry. Chatbot examples in the healthcare industry. Contents: Introduction.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 77

Customer Service Chatbots Government Customer centricity 77

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 244

Technology Customer Service Management CRM 244

Provide Support

FEBRUARY 8, 2018

AI Chatbots Vs. Human Powered Live Chat. Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. © 2003 - 2017 Provide Support LLC. Read more.

Chatbots 62

Chatbots Customer Service Enterprise Surveys 62

LiveChat

NOVEMBER 27, 2018

If you take a look at Google Trends to see when the phrase “chatbot” was trending, you will quickly notice that the interest started to grow in 2016 to reach its peak in September 2017. September 2017 was the month when our Support Heroes’ team decided to implement chatbots into their workflow for the first time.

Chatbots 71

Chatbots Customer Service Education Accountability 71

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. Why is it So Hard to Implement and Maintain a Chatbot? The first day of deployment is the best day of the chatbot’s “life.”

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. A major driver for the chatbot disappointment in 2017 was the inflated expectations.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? Much is being said and written about chatbots and other support tools that leverage the power of artificial intelligence and specifically machine learning. They promise to help customers connect with answers to questions faster, more accurately, and with less effort.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Inbenta

JUNE 9, 2021

Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot? Chatbots are the quintessence of automated information systems.

Chatbots 52

Chatbots Best practices Metrics Wait times 52

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. From building chatbots to improving agent engagement, there was a wide variety of topics covered and read over the year. How Much Can a Chatbot Save Your Contact Center. 10 Steps for Chatbot Creation.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles. Click here to read the original.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Revation Systems

JUNE 18, 2018

It’s important to note that customer experience is much more expansive and encompassing than customer service alone, and can prove to be the difference in attracting and retaining customers. IBM Watson anticipates that by 2020, for example, 85 percent of all customer interactions will be handled without a human agent.

Chatbots 48

Chatbots Customer Experience Self service Surveys 48

Interactions

FEBRUARY 20, 2019

While the chatbot may be having its 15 minutes of fame, they’re definitely not as efficient as they’re hyped up to be. Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case? When it comes to your customers, time is money.

Chatbots 54

Chatbots Analytics Enterprise Surveys 54

Avaya

SEPTEMBER 30, 2016

One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Well let’s look at the Avaya chatbot as an example. Don’t believe me?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

CSM Magazine

NOVEMBER 10, 2021

The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction. They are also more likely to believe chatbots will have a greater degree of impact than agents aged 45-49 (10%).

Chatbots 52

Chatbots Scripts Analytics Coaching 52

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They get 24/7 customer service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Aspect

MARCH 6, 2018

In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Give me an option for web chat or SMS messaging and you’ll likely have me as a customer for life. Providing a self-service option, like a chatbot is an even better option!

Chatbots 48

Chatbots Self service Technology Customer Experience 48

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Chatbots or conversational AI.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Netomi

SEPTEMBER 10, 2022

Customer service is becoming a critical driver of how a company is perceived, what drives consumer loyalty and determining where they open their wallets. Below, we want to show you how that perception has become reality with 42 customer service statistics you need to know for 2021.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

Solvvy

OCTOBER 23, 2020

Chatbots and automated support are crucial to ensuring exceptional customer experiences. Solvvy’s complete chatbot creates opportunities for eCommerce companies to serve their customer’s needs. How do chatbots benefit internet retailers? Addressing Customer Needs Instantaneously .

Chatbots 48

Chatbots Customer Experience Self service Analytics 48

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Customer service is becoming simultaneously more complex, and more crucial to success.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. By combining the two worlds, we can now see major advancements in the field of customer service, education, fitness, communication and much more. Shep Hyken.

Government 236

Government Technology Benchmark call center software 236

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. Read more: The Top Customer Service Expectations that Brands aren’t Meeting.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? My Comment: This is an interesting article with a provocative title: “Is the Customer Service Department Becoming Obsolete?” by Mike Wittenstein.

Customer Service 43

Customer Service Chatbots Customer Care B2B 43

Provide Support

JANUARY 10, 2018

How many changes will 2018 bring about for those in customer service? Are chatbots and virtual agents likely to replace humans any time soon? And if so, what does the future hold for human CSRs and what will be the role of AI in customer service then? © 2003 - 2017 Provide Support LLC. Read more.

Virtual Agent 70

Virtual Agent Customer Service Chatbots Sales 70