ShepHyken

NOVEMBER 21, 2023

The lockdown has changed our customers’ perspective on how they want to spend their time. Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own. It’s about the ultimate end goal of a better customer experience.”

Personalization 241

Personalization Self service Chatbots Customer Support 241

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 231

Customer Support Surveys Customer Service Personalization 231

ShepHyken

SEPTEMBER 20, 2021

My Comment: The business word for 2021 is “empathy.” Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that? In short, empathy at the right time creates a better customer experience. Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz.

Customer Service 46

Customer Service B2B B2C Advertising 46

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 206

Customer Support Surveys Customer Service Personalization 206

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?… 3 Crucial Contact Center Trends in 2021. while easing the burden off your support agents.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ShepHyken

DECEMBER 13, 2021

(Chain Store Age) Customer service can make — or break — the shopping experience. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service?

Customer Service 206

Customer Service Call Center Customer Experience Customer Support 206

ShepHyken

AUGUST 30, 2021

The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. Retail Customer Experience) Angelo Coletta, the founder of Zakeke, defines personalization and customization within the retail customer experience and the vastly different benefits provided both in-store and online.

Customer Service 42

Customer Service B2B Benchmark Personalization 42

TechSee

JANUARY 26, 2021

We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on. Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. That number is up from 11.8%

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. There are several trends on Blair’s radar for 2021.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

Nicereply

JANUARY 4, 2022

Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Read our latest tips on how to provide great customer service.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

ShepHyken

MARCH 5, 2021

With Privy, you can capture the visitor’s email and leverage that for various personalized campaigns like cart abandonment, special discounts, etc. Since you have the customer’s email, you can have a 1:1 conversation with them, thus enabling you to receive first-hand feedback. This equips the customer to make the right choice.

Customer Experience 241

Customer Experience SaaS Sales Marketing 241

Fonolo

FEBRUARY 24, 2021

This is a factor that sets many businesses apart; customer care and support is expected and if it can’t be delivered, it could deter customers from engaging with your brand in future. Just because you’re leading your business doesn’t necessarily mean you’re the best person to interact with your customers.

outsourcing 134

outsourcing Call Center Telecommunications Technical Support 134

Inbenta

JANUARY 25, 2021

Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Customer service goes remote.

Customer Experience 97

Customer Experience Self service Wait times Chatbots 97

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. These awards are based directly on feedback from their customers. out of 10 for customer support and an 8.0

B2B 98

B2B industry standards SaaS Feedback 98

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost.

Personalization 87

Personalization Customer Service Brand ambassadors Contact Center 87

kommunicate

SEPTEMBER 27, 2021

Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention. The post NLP Chatbot – All You Need to Know in 2021 appeared first on Kommunicate Blog. Everything a brand does or plans to do depends on what consumers wish to buy or see.

Chatbots 98

Chatbots Personalization Customer Support 98

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 289

Contact Center Self service Banking Airlines 289

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Worst Industry to Call in 2021. young escobar-ess (@meaggiimoo_) December 3, 2021. Ash (@Motivated_Ash) December 2, 2021. Robyn Rosen Codas (@RRCodas) October 30, 2021. Most Improved Customer Hold Time. Jace Gordon (@agentjgordon) November 29, 2021. Chase Bank.

Airlines 91

Airlines Telecommunications Banking Contact Center 91

Comm100

JANUARY 21, 2021

Small businesses around the world are adopting live chat to offer customer support at home, in the office, or even on-the-go. If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Cut down costs.

Surveys 98

Surveys Marketing Sales Customer Support 98

Nicereply

SEPTEMBER 28, 2021

Start by asking yourself what are your company’s core needs when it comes to customer support. For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. More people are buying online, and more companies are being forced into the digital world with their products and customer service. It’s our time to shine!

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

IdeasUnlimited

JULY 4, 2022

For other types of businesses, the loss of customers can be even more damaging. In this article, we ask a simple question: why is multilingual support so essential? Importance of Multilingual Customer Support. It also helps build a strong relationship with customers who speak a different language.

Customer Support 98

Customer Support Bilingual agents Entertainment Call Center 98

ShepHyken

DECEMBER 4, 2020

See, it is one thing for your CFO to say in a meeting, “Yeah, I agree we should invest in our customer experience in the next few years.” Committed to creating seamless experiences for customers and greater value for brands, she founded The Petrova Experience.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

ShepHyken

JANUARY 16, 2023

(CMSWire) Customer-facing brands have placed a renewed interest in customer experience as a top priority over the past two years. Customers are also demanding that brands enable them to control their own narrative throughout the customer journey. Customers love it when you know and understand them.

Customer Service 41

Customer Service Benchmark Customer centricity Customer Experience 41

VirtualPBX

JANUARY 12, 2021

What this showed phone system providers like ours is that VoIP calling features for 2021 need to revolve around a remote-first attitude. What are the top VoIP features for 2021 that help make work more effective? What are the top VoIP features for 2021 that help make work more effective? Top 2021 VoIP Voice Feature.

voip 72

voip Personalization Sales Customer Support 72

Fonolo

DECEMBER 8, 2020

Read All the Contact Center Trends Here: Contact Center Trends 2021. The long lines and endless hold times showed contact center managers that they needed to find better, more efficient ways to deliver customer support — fully opened executives’ eyes to finding a solution. The Future of AI in the Contact Center.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Fonolo

MAY 6, 2021

If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception. Six Crucial CX & Contact Center Trends That Will Shape 2021. The original Interactive Voice Response (IVR) system is better known to customers as the phone menu.

Interactive Voice Response 132

Interactive Voice Response Abandon rate Contact Center Self service 132

Nicereply

JUNE 8, 2021

We’ve brought together these 7 customer service phrases to use in 2021 to supercharge your customer service experience. It may seem obvious that your customer service reps are there to help but it doesn’t hurt to underline the fact that you want to assist your customer in any way that you can. I’m happy to help.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Fonolo

OCTOBER 13, 2020

Contact center executives who have already submitted their 2021 budgets won’t be surprised to hear this news: you’re getting less money next year. All those who have suffered personal losses may find themselves questioning if they want to stay in the contact center industry.” .” — Peter Ryan , Snr.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

ShepHyken

JANUARY 31, 2022

My Comment: Every company, from the smallest to the largest companies, should be looking at their digital customer experience. Here are some of the trends that are impacting (positively) the customer experience. The hot topics are personalization, omnichannel, and content marketing (storytelling).

Customer Service 165

Customer Service Contact Center Customer Experience Personalization 165

Comm100

MARCH 4, 2021

How did agent and customer experience change, and what does this mean for 2021? Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021. Download Now.

Benchmark 54

Benchmark Best practices Metrics Customer Support 54

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

aircall

DECEMBER 15, 2021

Our global teams are growing fast, ranging from product and field marketers to sales team members, software engineers, data engineers, customer support reps, and more. 2021 was also the year of maturity for Aircall—the year where we increased our number of integrations from 50 to 100, mainly built by our partner software vendors.”.

Engineering 62

Engineering Personalization Sales Customer Support 62

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99