ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Customer Service 166

Customer Service Self service Customer Experience Personalization 166

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. State of Consumer Behavior 2022 by Raydiant.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. in 2022 to 28.1%

Chatbots 166

Chatbots Contact Center Self service Customer Experience 166

ShepHyken

JANUARY 31, 2022

If you haven’t done so, it’s time to focus on empathy tied to customer service and CX. 200 Most Powerful Influencers to Follow in 2022 by Engati Team. State of the Contact Center 2022 by Fonolo. My Comment: If you have customer support, you should take a look at this report from Fonolo. Follow on Twitter: @Hyken.

Customer Service 166

Customer Service Contact Center Customer Experience Personalization 166

ShepHyken

MAY 30, 2022

My Comment: We are in the digital era of customer service. So many questions, problems, and complaints are answered and resolved using a form of customer support other than the phone. Our customer service research found that while 71% said they would use self-service tools, 65% still want to use the phone first.

Customer Service 35

Customer Service Customer retention Wait times Self service 35

ShepHyken

JULY 4, 2022

(EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. Go to The Customer Focus to learn more about our customer service training programs.

Journey mapping 185

Journey mapping Customer Service Customer Experience Contact Center 185

ShepHyken

JULY 8, 2022

This could be investing in new tools, changing processes, or adding new people to your team against customers. Today we open the main customer service areas in anticipation of 2022. This helps you make better product decisions, increase customer satisfaction and retain more customers overall. . That’s great.

Omni-channel support 176

Omni-channel support Customer Service Multichannel Interactive Voice Response 176

ShepHyken

MAY 23, 2022

Our customer service research found that convenience (as in no friction) makes price less relevant and gives companies and brands a competitive edge. This article emphasizes the importance of eliminating friction and shares some ideas to help your customer support team provide better service. Follow on Twitter: @Hyken.

Customer Service 166

Customer Service Coaching Customer Support Customer Experience 166

ShepHyken

APRIL 18, 2022

Understanding the customer means, in Franz’s words, “No discussions, no decisions, no designs without bringing in the customer and her voice (that’s the understanding piece), without asking how it will impact the customer, how it will make her feel, what problems it will help her to solve, what value it will create and deliver for her.”.

Customer Service 185

Customer Service Customer centricity Customer Experience Sales 185

ShepHyken

SEPTEMBER 5, 2022

How has your business reacted to customers’ limited patience? What can brands do to perform within their customers’ expectations? My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. It’s that simple.

Customer Service 176

Customer Service Journey mapping Surveys Customer Experience 176

ShepHyken

JANUARY 17, 2022

This article touches on serval areas about your customer’s journey you want to explore to create an experience that meets and exceeds customers’ expectations. What all Retailers Should Know About Outsourcing Customer Service by Darnell Witt. My Comment: Ever thought of outsourcing your customer’s service department.

Customer Service 176

Customer Service Journey mapping outsourcing Customer Experience 176

ShepHyken

OCTOBER 31, 2022

However, new research now shows that the role of service is shifting back to “service,” to unify the customer’s experience. My Comment: The customer service department is not a cost center. Perhaps a better name for the customer service department might be the revenue generation department or the customer retention department.

Customer Service 31

Customer Service Advertising Engineering Customer Experience 31

ShepHyken

NOVEMBER 28, 2022

This article is a case study of how Murphy Door created a digital support experience using BILT, a customer service solution that delivers 3D interactive instructions and tutorials that give customers the information they need and reduces overall customer support costs. What Is Advocacy Marketing?

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Chase Clemons, Head of Customer Support at 37 Signals. Chase is the Head of Customer Support at Basecamp , leading project management tool.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

MARCH 27, 2023

Consumers Less Trusting Compared to 2022 by Retail Customer Experience (Retail Customer Experience) Consumers have 10% less trust in brands than they did in 2022 and nearly half of consumers are interested in sharing first-party data for a more personalized customer experience. Most customer support agents care.

Customer Service 57

Customer Service B2B Customer retention CRM 57

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are. Any individual or company can start a customer success community.

Best practices 122

Best practices SaaS B2B Marketing 122

kommunicate

SEPTEMBER 9, 2022

Last Updated on September 9, 2022 What is Zendesk used for? Zendesk is a well-known, fully-featured client service solution, very popular with businesses looking to improve their customer support strategy. The Zendesk customer support platform helps enterprises [.].

Enterprise 98

Enterprise Customer Support 98

TechSee

FEBRUARY 2, 2022

5 Innovative Call Center Technologies in 2022. As 2022 gets underway, new technologies are emerging that are helping call centers boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. Emotion Analytics.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

ShepHyken

DECEMBER 13, 2021

What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. Here’s how I see social media shaping up in 2022, along with what strategies marketers should develop for a complete customer experience. by Pierre DeBois.

Customer Service 209

Customer Service Call Center Customer Experience Customer Support 209

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. In recent years there has been a clear and decisive move towards digital customer support, but 2021 has fast-forwarded this shift further than anyone could have predicted.

Customer Service 105

Customer Service Chatbots Surveys Customer retention 105

ShepHyken

OCTOBER 24, 2022

Customers are using apps for shopping and customer support. Unfortunately, many customers aren’t getting the experience they want, especially on the customer support side. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 135

Customer Service B2C B2B SaaS 135

Nicereply

JANUARY 27, 2022

Today we will go through 12 things to do to improve your customer support in 2022. Each month, choose a new focus and commit to integrating it within your support team. 12 things to do to improve your customer support. Blog tip: 3 Customer Service Skills for Handling Difficult Conversations.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer centricity 97

ProProfs Blog

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. What Is a Customer Feedback Tool. Not every customer might be satisfied with your brand offerings. to collect customer feedback. Here we go!

Feedback 148

Feedback Surveys Enterprise Analytics 148

Nicereply

APRIL 13, 2022

A customer support agent pitching relevant and personalized promotions at the right time impacts said promotions’ efficiency and cost. In other words, having AI helps in choosing what to promote and when it is a customer/brand win-win situation and fosters customer loyalty. Help you solve customer problems?

Customer Service 119

Customer Service Chatbots Self service Advertising 119

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. So, what must customer service teams be prepared for in 2022?

Customer Service 98

Customer Service Self service Chatbots B2B 98

Totango

DECEMBER 6, 2021

As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. Apply the Lessons of 2021 to Thrive in 2022.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Momentum Telecom

JUNE 17, 2022

Here are Momentum’s voice technology predictions for 2022 and beyond. Data and predictive analytics will be big trends in 2022. One example is analyzing customer voice communication in contact centers to identify a customer’s intent. The year 2022 will see tremendous advances in voice technology.

Technology 98

Technology Healthcare Banking Contact Center 98

ShepHyken

NOVEMBER 29, 2021

Here are several excellent ideas on how to ensure you don’t lose a loyal customer, even when there is a problem or complaint. 5 Questions to Ask in Building a Customer Experience Strategy for 2022 by Phil Britt. Navigating all of this requires a good plan.

Customer Service 229

Customer Service Chatbots B2C B2B 229

Help Scout

FEBRUARY 4, 2022

If you’re looking for a better option than Intercom for your business, we’ve got you covered. Take a look at these 13 Intercom alternatives. Read the full article

Customer Support 103

Customer Support 103

Help Scout

FEBRUARY 18, 2022

If you’re looking for a dedicated support tool, Crisp may not be your best option. Check out our list of seven Crisp alternatives. Read the full article

Customer Support 103

Customer Support 103

kommunicate

NOVEMBER 4, 2022

Last Updated on November 4, 2022 The month of October saw us taking on new challenges and making our bot-building platform better than ever. Inline code If you don’t have servers to host your custom functions and calls in the form of Webhooks, [.]. Here is a quick update on what we achieved last month.

Customer Support 19

Customer Support 19

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. In recent years there has been a clear and decisive move towards digital customer support, but 2021 has fast-forwarded this shift further than anyone could have predicted.

Customer Service 90

Customer Service Chatbots Surveys Customer retention 90

Comm100

JANUARY 6, 2022

67% of customers said they would spend more money if they received a better customer service experience. With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries. Read more: 4 Reasons Why Omnichannel is Now Key to Customer Support.

Customer Experience 98

Customer Experience Chatbots Surveys Technology 98

kommunicate

OCTOBER 27, 2022

Last Updated on October 27, 2022 85% of shoppers prefer mobile applications over mobile websites for online shopping (Forbes). For customers, mobile apps offer a simple and convenient way of shopping with every product they want available [.]. Let that sink in.

Customer Support 97

Customer Support 97