ShepHyken

JUNE 10, 2019

My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 289

Customer Service Surveys Customer Experience Feedback 289

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support? Follow on Twitter: @Hyken.

Customer Service 241

Customer Service Chatbots Customer retention Marketing 241

ShepHyken

JUNE 24, 2019

10 Examples of Great Customer Service by Nextiva. Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 295

Customer Service Customer Support Customer Experience 295

ShepHyken

MAY 27, 2019

3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Journey mapping 271

Journey mapping Customer Service Employee engagement Morale 271

ShepHyken

APRIL 15, 2019

Quora) The funny thing about customer service is that it’s not really changing that much. In 2019, customer service is still about listening, reacting, helping and being friendly. The only thing that is changing with customer support is technology. by Anastasiia Khlystova. Follow on Twitter: @Hyken.

Customer Service 229

Customer Service Chatbots Self service Customer Experience 229

ProProfs Blog

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. Continuing this trend in 2019, almost all business will be done on mobiles.

Customer Support 117

Customer Support Multichannel Enterprise Self service 117

ShepHyken

OCTOBER 2, 2023

Customer service can contribute to revenue growth by resolving customer issues and upselling, cross-selling, and retaining customers who may have been on the verge of leaving. Quotes: “Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue.

Customer Support 213

Customer Support outsourcing Upselling Customer retention 213

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 . The author shares the strengths and weaknesses of each. Follow on Twitter: @Hyken.

Customer Service 222

Customer Service Customer Experience Surveys Customer Support 222

ShepHyken

NOVEMBER 4, 2019

17 Resources for Customer Support Professionals: What to Read, Who to Follow, and How to Connect by Valeriya Yordanova. My Comment: If you want to keep up with your customer service and experience reading, then you’ll want to keep this list close by. Follow on Twitter: @Hyken.

Customer Service 212

Customer Service Personalization Marketing Customer Support 212

ShepHyken

SEPTEMBER 30, 2019

My Comment: If you’re not using video to enhance your customer’s experience, you’re missing a great opportunity. There are many ways to use video; onboarding your customer, video tutorials for customer support, content marketing, and many more. We Need to Stop Sucking at Customer Service by Shaun Belding.

Customer Service 46

Customer Service Customer retention Metrics Consulting 46

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Contact Center Pipeline

MAY 21, 2019

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for. But when you can order tacos for the entire office with your phone, get a vibration in your pocket every time news breaks or even find a date by swiping on […].

Customer Support 159

Customer Support Contact Center Call Center 159

ShepHyken

DECEMBER 16, 2019

My Comment: Here’s another article that focuses on employee engagement, but this time on the front-line customer support agents. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The question is, how do we go about improving employee engagement?

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

TechSee

OCTOBER 31, 2018

Telecoms have turned to virtual assistants to help contend with the massive number of support requests for installation, set up, troubleshooting and maintenance, which often overwhelm customer support centers. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

HelpCrunch

APRIL 2, 2019

The future of customer support is not that far from us. From chatbots to big data - we share our thoughts on 6 main customer support trends in 2019. The post The future of customer support: 5 facts and 6 trends to watch in 2019 appeared first on HelpCrunch blog.

Customer Support 97

Customer Support Big data Chatbots Customer Service 97

ShepHyken

FEBRUARY 11, 2019

I believe there must be a balance between digital-to-human and human-to-human customer support. When it comes to conversation, I like using AI for pushing information to the customer (such as when your order ships, where it is, etc.). 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak.

Chief Customer Officer 153

Chief Customer Officer Customer Service Feedback Customer Experience 153

HelpCrunch

JANUARY 25, 2019

If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ]. The post What does customer service mean to you in 2019?

Customer Service 115

Customer Service Customer Support Sales Marketing 115

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. When: April 7-10, 2019. An added bonus?

Customer Service 108

Customer Service Contact Center Education Engineering 108

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. But is that all you aim to offer in 2019 too?

Customer Service 116

Customer Service Multichannel Self service Scripts 116

Fonolo

JANUARY 31, 2019

We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. Chapter I – 2019: A Voice Odyssey. The Bionic Agent.

Customer Service 93

Customer Service Chatbots Interactive Voice Response Banking 93

CX Accelerator

NOVEMBER 26, 2019

What a year 2019 has been, for the customer experience profession in general, and this community of professionals. And Stacy Justino , Director of Customer Happiness at Wistia, was elated to report that in August, her team had their best month in two years, with record first reply times and overall Service Level Agreements (SLAs).

Airlines 243

Airlines Contact Center Education Service level 243

ShepHyken

JUNE 28, 2019

The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Because of that word “current.”

Contact Center 289

Contact Center Self service Banking Airlines 289

ShepHyken

MAY 12, 2020

The support world has operated primarily with voice technology. Moving forward, video could become the new voice in terms of customer support as customers and companies rely more on video technology. Driving really brilliant customer experiences equals employee experience raised to a digital level.

Brand ambassadors 253

Brand ambassadors Technology Customer Experience Customer Service 253

Callminer

DECEMBER 17, 2019

.” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. 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.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Customer Support 82

Customer Support Customer Service Customer Experience 82

Zingtree

JANUARY 16, 2019

In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Among 23 fantastic pieces of insight for any size of call center or support team, we pulled out 7 of our favorites.

Call Center 79

Call Center Construction Self service Scripts 79

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

Self service 95

Self service Telecommunications Healthcare Analytics 95

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Squelch

DECEMBER 17, 2019

December 17, 2019 – Squelch, Inc. , the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards.

Upselling 80

Upselling SaaS Best practices Customer Support 80

TeamSupport

JANUARY 20, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. One example comes from the customer support manager at TeamSupport customer, OmniFund.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

ShepHyken

MARCH 5, 2021

He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. trillion dollars in 2019. This directly enhances the overall customer experience of the store. DelightChat is a customer support software for eCommerce brands. DelightChat.

Customer Experience 241

Customer Experience SaaS Sales Marketing 241

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. That said, ROX can apply to any part of the customer experience. The concept of ROX is a new one.

Customer Service 200

Customer Service Journey mapping Contact Center Customer Experience 200

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Customer Support 78

Customer Support Customer Service Customer Experience 78

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. Experience Index: 2020 Digital Trends, 2019.

B2B 98

B2B Customer Support Coaching Metrics 98

Customer Service Life

FEBRUARY 10, 2020

2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. Is email support still alive for your company or are other channels taking its place? Here’s the list: ProcedureFlow Top 30 Contact Center Influencers – June 2019.

Customer Service 151

Customer Service Contact Center Chatbots Customer Experience 151