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. Need more examples?

Customer Support 195

Customer Support Brand ambassadors Scripts Customer Care 195

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 194

Chatbots Customer Support Healthcare Scripts 194

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. Even if you don’t you’ll enjoy this article.) Follow on Twitter: @Hyken.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

ShepHyken

NOVEMBER 19, 2018

My Comment: Even with self-service and automated customer service solutions, some customers still want to (and sometimes have to) talk to a human being. There was a stat in the article that caught my eye: “On average, US customers spend more than thirty hours per year on the phone with customer support.”

Customer Service 228

Customer Service Customer centricity Self service Customer Care 228

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Do you want happier customers? Yes and yes!)

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. Follow on Twitter: @Hyken.

Customer Service 38

Customer Service B2C Benchmark B2B 38

ShepHyken

MARCH 5, 2018

My Comment: If you have a customer support center, you will definitely want to read this article and hope that your agents aren’t having the thoughts listed at the beginning of the article. What can cause “misery” for your front line support people? 10 Things the DMV Teaches About Quality Customer Service by Melissa Thompson.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. It’s is a hilarious sketch about customer support/call centers.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena. My Ritz-Carlton Experience.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

ShepHyken

FEBRUARY 26, 2018

(Information Age) Gartner has revealed that 25% of customer service operations will use virtual customer assistants by 2020. My Comment: Gartner reveals that by 2020, 25% of customers support operations will be using virtual customer assistants (VCA) or chatbots on the channels that customers engage with companies.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

NOVEMBER 5, 2018

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 November 5, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Airlines 212

Airlines Customer Service Wireless Customer Experience 212

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. billion market of 2018. billion by 2026, representing a 30.9%

Customer Service 377

Customer Service Chatbots B2C Consulting 377

TechSee

OCTOBER 2, 2018

The research firm included the technology in its top 10 strategic technology trends for 2018 , stating that digital twins are particularly promising over the next three to five years in the context of IoT. The post 3 Ways Digital Twin Technology is Transforming Customer Support appeared first on Techsee. Stay tuned.

Technology 176

Technology Customer Support Technical Support Self service 176

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Aside from two or three responders who, above all else, lamented the current state of politics, most customer support leaders described similar ambitions regarding positive changes in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

aircall

APRIL 10, 2018

The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog. The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles.

Surveys 84

Surveys Customer Support Call Center Metrics 84

ShepHyken

SEPTEMBER 10, 2018

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 September 10, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

Fonolo

MAY 10, 2018

In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Intercom’s blog is fundamental reading if you’re keen to learn about building customer relationships, creating trust, and nurturing a healthy help center. On the agenda? The takeaway?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. CustomerThink) Whether a support delivery is good or bad depends largely on its authenticity. Here are my top five picks from last week.

Customer Service 168

Customer Service Customer Support Personalization Customer Experience 168

Callminer

DECEMBER 17, 2019

The need for competent customer support is growing. “59% of customers say that they have higher expectations for customer support than they had a year ago.” Many companies are coming up short with customer support. Many call centers have trouble adopting modern practices.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

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. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

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. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

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

ShepHyken

APRIL 20, 2018

It can include a customer’s initial awareness or discovery of your product, service, or brand, and it can begin long before the customer makes direct contact or sets foot in your physical business location. According to the 2018 ReviewTrackers Online Reviews Survey , 63.6 This is likely to happen online.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

UJET

JANUARY 4, 2018

A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up to the fact that delivering great customer support is directly correlated to the success of the enterprise.

Customer Support 71

Customer Support Enterprise 71

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. My Comment: I like how AI (Artificial Intelligence) has been improving the customer experience. This article gets to three areas that truly benefit the customer; personalized recommendations, biometric recognition and virtual (digital) assistants. Then read this article.

Journey mapping 261

Journey mapping Customer Service B2B Analytics 261

ShepHyken

SEPTEMBER 2, 2019

Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight. Debunking Automation Myths In Customer Support by Anand Janefalkar . A Gartner survey claims that by 2023 more than 40% of customer service will be automated.

Customer Service 222

Customer Service Customer Experience Surveys Customer Support 222

UJET

SEPTEMBER 7, 2018

Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.

Customer Service 122

Customer Service Customer Support Contact Center 122

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

ChurnZero

SEPTEMBER 14, 2018

Check out our top ten Customer Success takeaways from INBOUND 2018. Thank you @AlisonElworthy for the great presentation and answering my question about customer-related corporate objectives #inbound18 #customersuccess pic.twitter.com/gKEuPV0YZF. Jonathan Hsu (@jhsu98) September 5, 2018. It pays to have loyal customers.

Education 66

Education Customer retention B2B SaaS 66

Fonolo

MAY 31, 2018

In this report, we outline the predicted trends for improving service levels for the coming year, and how to deliver timely and thoughtful customer support. Advances in Live Chat Will Provide Greater Customer Satisfaction. Customers want increased access to live chat. 10 Trends That Will Disrupt Customer Service in 2018.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. White Paper: CX Trends You Need to Watch in 2018. The Need for Speed. Plus So Much More!

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Ameyo

MARCH 18, 2019

more than the previous year (World Travel & Tourism Council, 2018). The post Overcoming Customer Support Challenges in the Travel Industry appeared first on Ameyo. Travel and tourism industry has seen major growth in the past couple of years with contributing about 10.4% to global GDP.

Customer Support 66

Customer Support 66

UJET

AUGUST 6, 2019

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Web chats on mobile browsers could offer support without degrading the user interface and experience. App Annie reports that 194 billion apps were downloaded in 2018. billion app downloads.

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78

Nicereply

MARCH 23, 2021

Manage the contact with the customer ever step of the way. What we are doing today should always be something that would make the customer want to come back the next time – every time! Shep Hyken (@Hyken) February 1, 2018. Customer Service Experts, Writers, Consultants, and Influencers. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141