ShepHyken

JUNE 8, 2018

The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Today’s customer support landscape is more than just email. It doesn’t have to be this way. Still not sure?

Customer Support 197

Customer Support Brand ambassadors Scripts Customer Care 197

ShepHyken

OCTOBER 2, 2017

In the next three to five years alone, chatbots will become nearly ubiquitous, and work seamlessly with human customer support agents to provide customers with efficient, personalized responses. My Comment: What will the future of customer service look like? Today we’re getting a glimpse of the future.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

NOVEMBER 14, 2016

My Comment: Here is some interesting info on customer support. The bottom line is that customers don’t like to wait, they want quicker response, and while the phone is still the most popular way to get support, customers are going to go online before they turn to the phones. Where customers go, service follows.

Customer Service 320

Customer Service Customer Care Contact Center Customer Support 320

ShepHyken

APRIL 17, 2017

My Comment: Many brands track social media posts to respond to complaints and customer support issues. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of April 17, 2017 appeared first on Shep Hyken.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

OCTOBER 16, 2017

My Comment: The companies that use AI (Artificial Intelligence) effectively have figured out an important part of the AI customer experience. Customers will accept an AI customer support alternative as long as they can quickly and conveniently (and sometimes invisibly) switch to a live person. Follow on Twitter: @Hyken.

Customer Service 196

Customer Service Marketing Customer Experience Sales 196

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. This is a short article about how to apologize. It’s simple.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

SEPTEMBER 4, 2017

One of the leading trends in customer service is a much stronger emphasis on visual support methods. My Comment: This short article is about using visuals like screen sharing and video to support customers. I love using video as a way to deliver a great self-service customer support solution.

Customer Service 164

Customer Service Benchmark Customer Care Finance 164

ShepHyken

AUGUST 21, 2017

For the customer service industry, the future of customer support in an AI-dominated world lies in augmenting, not replacing, the human touch. My Comment: Here is an excellent article that shows us a glimpse of how AI (Artificial Intelligence) is impacting customer service. Follow on Twitter: @Hyken.

Customer Service 47

Customer Service Customer centricity Customer Support Customer Care 47

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. It can be a huge help, improve customer satisfaction and engagement, and enable you to work through questions faster and more efficiently.

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

PeopleMetrics

JANUARY 29, 2025

In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers.

Marketing 116

Marketing Airlines Surveys Feedback 116

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. PwC, 2017). Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

AUGUST 7, 2017

They are becoming more and more important in customer support and marketing. They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. My Comment: Chatbots are a hot topic.

Customer Service 151

Customer Service Chatbots Customer Care B2B 151

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. Jason Summers , Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

Nexmo

AUGUST 15, 2018

For many years, companies with global customer support operations could only dream of conducting voice communications with their customers directly through their web browsers. Since mid-2017, however, all major web browsers, […]. Since mid-2017, however, all major web browsers, […].

Customer Support 91

Customer Support Technology CRM Contact Center 91

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close.

Customer Service 0

Customer Service B2B Contact Center Technology 0

Nicereply

FEBRUARY 1, 2022

When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Ticket Volume. Ticket Backlog.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. Varun Shoor, Founder.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

ShepHyken

NOVEMBER 29, 2021

Total Retail) The holiday season guarantees a seasonal spike in customer support tickets, resulting in a 42 percent increase. To ensure that the customer experience (CX) isn’t negatively impacted by this surge, you’ll need to ramp up your business’s customer service capabilities.

Customer Service 229

Customer Service Chatbots B2C B2B 229

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves. Zappos (@zappos) January 3, 2017.

Omni-channel support 38

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

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Customer Support Metrics Technology 86

ShepHyken

SEPTEMBER 28, 2020

Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. And as industries continue to get more and more competitive, building a dedication to customer service into your brand DNA is more important than ever. He’s “in the trenches,” and running customer support centers.

Customer Service 201

Customer Service outsourcing Contact Center Customer Support 201

Provide Support

OCTOBER 20, 2017

Social Media Customer Support Secrets. It is no longer a secret that social media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017.

Customer Support 65

Customer Support Surveys 65

Vonage

FEBRUARY 23, 2017

From there, you can start conversations that allows you to connect with your customers in a way that adds value. Consumers expect self-service customer support options. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. Share your thoughts below.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. I have added my comment about each article and would like to hear what you think too. by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

Contact Center 291

Contact Center Self service Banking Airlines 291

Customer Service Life

MARCH 24, 2018

Second, I hate to say it, but if you work in contact centers long enough and read enough books and blogs about wowing your customers, it all starts to sound the same — becoming challenging to uncover those nuggets of wisdom that enrich the experience for you and your customers. So what did I do to come up with three lessons for 2017?

Coaching 60

Coaching Contact Center Chatbots SaaS 60

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

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. consumers and 70% of U.K.

Customer Service 43

Customer Service Benchmark Multichannel Airlines 43

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition.

B2B 57

B2B SaaS Accountability Customer Support 57

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ShepHyken

JUNE 29, 2018

Once you have found a system which works for you, customers will notice better efficiency with your business and will be impressed. It is no secret that social media continues to increase in popularity by the day for customer support. Social Media Engagement.

Customer Service 206

Customer Service Feedback Coaching Management 206

TechSee

MAY 1, 2018

According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M.

Analytics 132

Analytics Call Center Chatbots Self service 132

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

NICE inContact

MARCH 23, 2017

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So What Does this Mean?

Contact Center 52

Contact Center Customer Experience Customer Support Management 52

ShepHyken

NOVEMBER 4, 2022

BPOs not only help you win customers, but they are a proven method of generating revenue as well. In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Let us look at six ways in which BPOs can increase customer experience for your business. .

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

Callminer

FEBRUARY 23, 2021

For instance, when they go from email support to calling the customer service team. “A A major recent customer service trend is the demand for omnichannel service. Customers want a variety of channels to contact your agents. In 2017, Microsoft uncovered most people contact a company using three separate channels.”

Call Center 376

Call Center Technology Banking Contact Center 376

ProProfs Blog

DECEMBER 14, 2018

For example, younger customers might prefer alternative methods of communication like SMS (text messaging), live chat, or mobile messaging services (like WhatsApp). In fact, a Software Advice study showed that millennials prefer live chat above all other customer support channels for its speed and convenience.

Feedback 145

Feedback Surveys Analytics Customer Support 145