ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Customer Service 209

Customer Service Self service Chatbots CRM 209

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

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. These numbers are staggering.

Chatbots 194

Chatbots Customer Support Healthcare Scripts 194

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. My Comment: There are some basics in delivering an excellent customer service experience on social media.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. Examples of AI-Driven Personalized Customer Service. Virtual Assistants.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. What happened in 2017, and what will 2018 bring? And this is where chatbots can help. RFPs for chatbots have arisen in verticals as diverse as banking, government, healthcare, and retail. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

InTheChat

OCTOBER 11, 2018

It can’t be denied that consumer preferences for customer service channels are shifting more rapidly than ever, with the rate of consumers who identify digital channels as their preferred mode of communication ever on the rise. Unfortunately, the.

Chatbots 83

Chatbots Customer Service Contact Center Customer Experience 83

InTheChat

JANUARY 10, 2019

In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018. The post Wasn’t 2018 supposed to be the year of the chatbot? What happened?

Chatbots 93

Chatbots Technology Customer Care Contact Center 93

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 97

Chatbots Customer Service Wait times Technical Support 97

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 174

Customer Service Chatbots Surveys Personalization 174

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. Here are the top seven customer engagement trends to look out for this year. Artificial intelligence. An omnichannel experience. Personalization.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

Revation Systems

AUGUST 27, 2018

As unified communications (UC) continues to undergo its own digital transformation alongside healthcare and banking, chatbots have emerged as a key player in the next phase of simplified communications. So what exactly does a chatbot do? Let’s take a look under the hood of UC’s modern chatbot. Mechanical View.

Chatbots 91

Chatbots Banking Healthcare Surveys 91

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved. Kayako makes customer service simple and personal.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). The post Guest Blog: Which Road Is Your Customer Experience On?

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Toister Performance Solutions

MAY 6, 2021

Instead, it connected me to a chatbot that didn't understand my question. We've all had frustrating experiences with chatbots. Two recent studies from goMoxie reveal how chatbots are sending customers to the competition. Your customers are struggling online It's 2021. Only 26 percent contacted customer service.

Chatbots 102

Chatbots Banking Self service Surveys 102

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” A Million People are Using Bank of America’s Chatbot” says the headline in American Banker. Chatbots are the new star on the horizon.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Bright Pattern

DECEMBER 6, 2018

AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant use cases for AI and self-service bots.

Customer Experience 76

Customer Experience Chatbots Customer centricity Self service 76

Fonolo

JANUARY 11, 2018

But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing. We are in an age where customer service has the potential to go viral, which means there is a lot more at stake for brands. Activate predicts that by 2018 at least 3.6

Customer Service 87

Customer Service Chatbots Customer Care Contact Center 87

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 104

Customer Service Chatbots Surveys Customer retention 104

TechSee

MARCH 13, 2018

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. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

LiveChat

FEBRUARY 13, 2018

In recent times, there has been a noticeable shift from the conventional mobile app development to AI chatbots. Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. AI chatbots. Artificial intelligence is not meant for just a few big companies.

Chatbots 50

Chatbots Big data Advertising Technology 50

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

CX Global Media

JULY 2, 2018

Sharpen’s really proud of this that looking through 2017 and the first quarter of 2018 that our average Global MOS Score was 4.4. By leveraging machine learning to automate interactions with customer’s by removing those really easy questions that chatbots are able to solve for, it kind of put more stress on agents and supervisors.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

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. Published in Provide Support Blog , 2018.

Chatbots 63

Chatbots Customer Service Enterprise Surveys 63

Aspect

JUNE 18, 2018

We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. We initially partnered with Lidl – the UK’s fastest growing retailer – back in January to deliver a fully automated, AI-powered, Facebook Messenger chatbot.

Chatbots 54

Chatbots Consulting Consulting Technology 54