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

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. When and where? 12:30 – 13:30.

Self service 95

Self service Telecommunications Healthcare Analytics 95

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” more likely to buy again, 5.6x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. by Roxanne Abercrombie.

Customer Service 135

Customer Service Self service Accountability Customer Experience 135

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self service 80

Self service outsourcing Customer centricity Customer Service 80

Eckoh

NOVEMBER 26, 2019

Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? Our blog series on the Top 5 Customer Service Challenges has been getting under the skin of the big issues facing contact centers today. When this happens, there's only one thing to do.

Self service 52

Self service Contact Center Benchmark Customer Service 52

Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Self service 48

Self service Engineering First call resolution Contact Center 48

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 96

Customer Service Personalization Upselling Self service 96

SharpenCX

DECEMBER 23, 2020

We see a glimpse of light, and the thought of a better year has our wheels turning on how to improve our businesses, fine-tune our operations, and deliver outstanding customer service, without the barrage of stressors we felt in 2020. Read Next] The future of customer service in a post-covid world.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Steve DiGioia

JANUARY 9, 2017

…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. Self Service.

Advertising 100

Advertising Self service Personalization Technology 100

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. by Roxanne Abercrombie.

Customer Service 73

Customer Service Self service Accountability Customer Experience 73

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. © 2003 - 2017 Provide Support LLC. Lower overhead costs. Read more. Published in Provide Support Blog , 2018.

Self service 53

Self service Personalization Customer Service 53

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

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

Toister Performance Solutions

MARCH 27, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days. That's because self-service doesn't always work as intended.

Self service 48

Self service Advertising Airlines Accountability 48

HGS

SEPTEMBER 12, 2017

4 Customer Service Lessons from the Equifax Cyberattack. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Tue, 09/12/2017 - 23:48. Make sure you’re prepared.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know.

Self service 52

Self service Marketing Technology Personalization 52

Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves. © 2003 - 2017 Provide Support LLC. .

Self service 45

Self service Education Customer Support Customer Service 45

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

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Let us get started!

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

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. In order to provide a stellar customer service experience, your agents need to be engaged and motivated. 2017 has been a year for the books and we are looking forward to what the next year has in store.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Improve CSAT, NPS, customer lifetime value (CLV)…. So, consider where the data in customer service resides.

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone.

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Self service Analytics 48

Revation Systems

DECEMBER 11, 2017

In fact, it’s predicted that by the year 2020 customer experience will overtake price and product as the key brand differentiator, according to a study by Walker Information, Inc. Interestingly, there are 5 top trends that drove the digital change for contact centers in 2017. Self-service. Omni-channel. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). Connect with influencers at events like Dreamforce and The Customer Focus Effect. 2017 Top 124. SALESFORCE INFLUENCERS Specializing in Customer Engagement – Download the Digital Asset Here.

Consulting 91

Consulting Consulting Engineering CRM 91

Vonage

FEBRUARY 23, 2017

Half of consumers move on after poor customer service. In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Poor customer service costs business billions annually.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Part of our Avaya Oceana™ solution , it will be capable of holding intelligent conversations with customers, answering their queries, and resolving customer service issues.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Voiptime

DECEMBER 31, 2022

We have already written an article about customer service trends in 2022, but this year is ending. This means that we have to look further to understand what awaits us in the next year and what we should do to keep up with the times and provide excellent customer service and customer experience.

Call Center 40

Call Center Customer Service Self service Customer Experience 40

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Customer Service 95

Customer Service Self service Technical Support Surveys 95

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

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Customer Service 104

Customer Service virtual call center Self service Analytics 104

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

Callminer

FEBRUARY 23, 2021

Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. For instance, when they go from email support to calling the customer service team. “A Video customer service is coming.

Call Center 376

Call Center Technology Banking Contact Center 376