ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 189

Customer Service Morale Customer retention Marketing 189

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.

Automotive 41

Automotive Management Enterprise B2B 41

ShepHyken

JUNE 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

Customer Service 41

Customer Service Chatbots Customer Support Customer Experience 41

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 98

Customer Experience Brand ambassadors Self service Chatbots 98

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! Learn from the best ones and find out what support leaders see as the biggest challenge of the upcoming year. As we approach 2023, it’s time to reflect on everything you’ve learned and develop your strategy for next year. Top customer service trends of 2023. Josh Magsam.

Customer Service 98

Customer Service Employee engagement Metrics Self service 98

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023.

Customer Experience 78

Customer Experience Chatbots Feedback Customer Support 78

Fonolo

DECEMBER 3, 2020

We’ve put together a list of technologies that can help you reduce friction in your customer support channels just in time for the new year! Facial recognition and fingerprint scanning are some of the ways your customers are accessing a key-free world. The biometric system market is expected to grow to $33 billion by 2023.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” My Comment : When the economy is down, customers want more value for their dollar.

Customer Service 186

Customer Service Self service Surveys Contact Center 186

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Here are my top five picks from last week.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 181

Customer Service Average Handle Time Contact Center Metrics 181

CSM Magazine

NOVEMBER 4, 2024

Translating one’s product information and customer service into various languages, especially languages ​​spoken by their customers, has the advantage of alleviating language barriers and enhancing what can otherwise be a ‘cold’ transaction into a personalized customer experience. from 2023 to 2030.

Customer Experience 52

Customer Experience APIs Advertising Marketing 52

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend. A great resource!

Customer Service 229

Customer Service Customer Experience Surveys Customer Support 229

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. percent in 2023.

Customer Service 41

Customer Service B2B Customer Experience Marketing 41

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. My Comment: Do your customers know you care about them? Here are my top five picks from last week.

Customer Service 177

Customer Service Construction Contact Center Scripts 177

ShepHyken

DECEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. This article has several ways to foster trust, and I’d like to add one more, and that is customer service. My customer experience research found that 82% of customers say great service increases their trust in a company.

Customer Service 172

Customer Service Customer retention Advertising Contact Center 172

ShepHyken

APRIL 16, 2023

Each week, I read many customer service and customer experience articles from various resources. A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities.

Customer Service 25

Customer Service Benchmark Consulting Consulting 25

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. This short article will get you thinking about the clues indicating your customer support and CX efforts are working.

Morale 166

Morale Customer Service Chatbots Feedback 166

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. Bottom line: Know your customer better than they know themselves.

Customer Support 108

Customer Support Feedback Chatbots Best practices 108

kommunicate

JANUARY 5, 2023

Last Updated on January 5, 2023 A customer service chatbot has become a requisite for achieving great customer satisfaction. While chatbots make a route to savings on customer support costs and valuable time, their interaction with your customers can also be a game-changer in the [.].

Chatbots 104

Chatbots Customer Experience Customer Service Customer Support 104

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Did video kill the radio star?

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

Customer Service 190

Customer Service Gamification Customer Support Customer centricity 190

ShepHyken

JANUARY 30, 2023

According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023: Analyzing and using customer feedback. Improving the quality of customer support experiences. Creating frictionless experiences, especially across different channels.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

TeamSupport

MARCH 30, 2023

So, we regularly update and enhance our products to ensure we’re providing you, our customer, with software that can grow with you and support your customer service efforts. New Properties Order Empower support agents to work more effectively by grouping tickets of the same type together in order of importance set by you.

Customer centricity 98

Customer centricity Customer Support Customer Experience Customer Service 98

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return. The following tactics improve your search engine rankings and enhance the customer experience. It was so easy.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

VirtualPBX

AUGUST 24, 2023

As we ar journeying in 2023, the VoIP landscape is poised for remarkable advancements that promise to further transform how we communicate. AI-powered chatbots have already started making their presence felt in customer support, streamlining processes and enhancing customer satisfaction.

voip 94

voip Chatbots Healthcare Customer centricity 94

AWS Machine Learning

NOVEMBER 22, 2023

Code talks – In this new session type for re:Invent 2023, code talks are similar to our popular chalk talk format, but instead of focusing on an architecture solution with whiteboarding, the speakers lead an interactive discussion featuring live coding or code samples. AWS DeepRacer Get ready to race with AWS DeepRacer at re:Invent 2023!

Engineering 137

Engineering Best practices APIs Government 137

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. What is the state of automated customer service in 2023? The benefits of AI in customer service.

Customer Service 98

Customer Service Chatbots Healthcare Wait times 98

Nicereply

SEPTEMBER 4, 2023

Fortunately, your Net Promoter Score (NPS) is a solid metric to combat the gray area, and understanding it will give you strong insights into your customers’ perception of your business. This article will discuss a good NPS score in 2023 and how you can measure your NPS. Consumer 2023 Net Promoter Benchmarks.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards.

Virtual Agent 82

Virtual Agent Contact Center Technology Metrics 82

Lumoa

OCTOBER 31, 2023

Lumoa Product News for October 2023 Hey everyone! New Custom Page now default page As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact. Little things in Customer Experience : How minor efforts can lead to memorable experiences. Let’s get started!

Surveys 78

Surveys Feedback Customer Support Customer Experience 78

Knowmax

MAY 16, 2023

The post Top 15 Customer Support Statistics In 2023 appeared first on Knowmax.

Customer Support 52

Customer Support Customer Experience 52

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In the customer support world, it’s important to know your customers.

Personalization 168

Personalization Advertising Surveys Customer Service 168