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 168

Customer Service Self service Customer Experience Personalization 168

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 180

Customer Service Customer retention Self service Engineering 180

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 168

Customer Service Contact Center Customer Experience Personalization 168

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 36

Customer Service Customer retention Wait times Self service 36

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 190

Journey mapping Customer Service Customer Experience Contact Center 190

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 190

Customer Service Customer centricity Customer Experience Sales 190

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 168

Customer Service Coaching Customer Support Customer Experience 168

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 180

Customer Service Journey mapping Surveys Customer Experience 180

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 180

Customer Service Journey mapping outsourcing Customer Experience 180

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

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

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

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 119

Best practices SaaS B2B Marketing 119

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 216

Customer Service Call Center Customer Experience Customer Support 216

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

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 138

Customer Service B2C B2B SaaS 138

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 Support 97

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 236

Customer Service Chatbots B2C B2B 236

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

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 95

Customer Service Chatbots Surveys Customer retention 95

ChurnZero

DECEMBER 27, 2022

We also released a number of new product features that got our customers fired up about working with their customers, company, and leadership in new ways that help them show off the value of CS and deliver the best possible customer experience. Top ten Customer Success resources of 2022. Give it a spin.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

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

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

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

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 96

SaaS Journey mapping Best practices Customer advocacy 96

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

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

Fonolo

NOVEMBER 11, 2021

So why is agent engagement more important now for 2022 than ever before? The answer is simple: customers have higher expectations for businesses, now more than ever. They want: Immediate service with shorter customer interactions; greater empathy; knowledgeable agents; and. READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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 96

Customer Experience Chatbots Surveys Technology 96

Comm100

JANUARY 25, 2022

In 2022, live chat expectations have increased, and providing the best possible customer experience (CX) now means allowing customers to connect how and when they want. Here are the key ways that you can improve your live chat experience in 2022, and the tools that can help you on your journey towards digital CX excellence.

Chatbots 98

Chatbots Personalization Accountability Sales 98

Fonolo

MAY 11, 2022

Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. Organizations with exceptional customer support know this; they are constantly looking for opportunities to improve those precious interactions and create pleasant and memorable experiences.

Abandon rate 91

Abandon rate Education Contact Center Call Center 91