ShepHyken

NOVEMBER 14, 2024

Over 40% of businesses say AI reduces customer interactions needing live agents, shortens call durations, and cuts down after-call work time. planning to implement them in 2024. The impact is clear—63% of businesses report higher engagement between agents and customers as a result. Agent attrition jumped from 21.8%

Chatbots 166

Chatbots Contact Center Self service Customer Experience 166

ShepHyken

DECEMBER 16, 2024

Second: CX Is More Than Just Customer Service. If you have a contact center, this is an excellent article that will make you realize that the customer support department does much more than answer questions and solve problems. This takes the traditional customer service or support department (and agent) to another level.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 180

Customer Service Contact Center Customer centricity Banking 180

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. The next step is loyal repeat business.

Customer Service 216

Customer Service Government Customer centricity Customer Experience 216

ShepHyken

FEBRUARY 12, 2024

Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support. Integrating technology with human support can enhance the overall customer experience.

Brand ambassadors 391

Brand ambassadors Contact Center Healthcare Self service 391

TeamSupport

DECEMBER 20, 2023

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. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Customer Support 108

Customer Support Feedback Chatbots Best practices 108

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu.

Customer Service 166

Customer Service Customer advocacy Average Handle Time Customer centricity 166

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity.

Customer Service 161

Customer Service Advertising Chatbots Self service 161

Hodusoft

NOVEMBER 14, 2024

HoduCC's Predictive Dialer Carves a Place on Software Advice's FrontRunner 2024 List Legendary Greek philosopher Aristotle rightly said, “We are what we repeatedly do. The FrontRunner rankings provide valuable insights to businesses searching for tools that can elevate their customer support and operations. out of five.

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

OctopusTech

OCTOBER 21, 2024

It offers organizations in a range of industries affordable, effective customer support solutions. Westshore BPO specializes in providing live chat services to businesses around the clock, which helps them increase customer happiness, response times, and customer engagement. Adarsh Vasudev founded the company in 2018.

outsourcing 62

outsourcing Telemarketing Business Process Outsourcing Customer Support 62

ShepHyken

FEBRUARY 12, 2024

If you don’t understand how they think about purchases and support, it’s time to learn. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 180

Customer Service Self service Personalization Customer retention 180

VirtualPBX

OCTOBER 24, 2024

One of the newest products in the VirtualPBX family of communications, AirDial , has been recognized by TMC Labs with an Innovation Award for 2024. The City of New York Fire Department (FDNY) The Fire Department of the City of New York (FDNY), record ID # 2024-TMFRAL-001851-VRNC, for connecting fire alarm panels.

Wireless 52

Wireless Transportation industry standards Enterprise 52

CSM Magazine

JANUARY 15, 2025

One of the hottest topics in 2024 was AI and its influence on nearly every industry. While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. Instead, experts recommend a slow and gradual changeover.

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.

Customer Service 216

Customer Service Airlines Self service CRM 216

ShepHyken

JULY 7, 2024

My Comment: Customer sentiment is a phrase used in the customer contact/support center to identify how a customer feels about the company, its products, and customer support. To take the guesswork out of knowing how a customer feels, calls are recorded (for quality assurance).

Customer Service 209

Customer Service Best practices Marketing Customer Experience 209

ShepHyken

AUGUST 25, 2024

This one focuses on chatbots and their use in customer support. The article mentions that even when bots provide service that is identical in quality to a human-to-human experience, the customer’s perception is negative. How can companies solve this dilemma?

Customer Service 216

Customer Service Customer centricity Chatbots Self service 216

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

ShepHyken

JUNE 2, 2024

Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems. However, if a chatbot’s ability to provide customer support is sophisticated enough, it can help users feel their concerns are being adequately addressed.

Customer Service 209

Customer Service Chatbots Metrics Consulting 209

ShepHyken

MAY 13, 2024

My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. They tell their friends and the world everything, and a bad experience can kill your business.

Customer Service 193

Customer Service Customer retention Metrics Advertising 193

ShepHyken

OCTOBER 6, 2024

My Comment: We’ll wrap up this week’s roundup with an excellent article on ten ways any company (not just small businesses) can use AI to improve many areas of business, including customer experience, customer support, higher productivity and efficiency, and more. Not anymore.

Customer Service 201

Customer Service Customer emotions Customer Experience Marketing 201

Zappix

JANUARY 21, 2025

This surge underscores digital self-service solutions’ critical role in enhancing customer experiences, deflecting calls from contact centers, and driving efficiency in support processes. To learn more about Zappix, go to [link] Contact Zappix, Inc.

Self service 52

Self service Average Handle Time Interactive Voice Response Contact Center 52

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Now, it’s about being one step ahead.

Customer Service 97

Customer Service Chatbots APIs Government 97

Helpware

JULY 18, 2024

There is also a plethora of other modern problem-solving methodologies out there and we think it is the perfect time to take a look at what customer support looks like in 2024.

Customer Service 89

Customer Service Customer Support Personalization Call Center 89

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. billion by 2024, at a compounded annual growth rate (CAGR) of 19.18

Customer Support 117

Customer Support Multichannel Enterprise Self service 117

VirtualPBX

NOVEMBER 29, 2023

In this article, we will explore the fundamentals of VoIP, its operational mechanisms, and the six critical reasons why your business should consider switching in 2024. link] The post 6 Critical Reasons to Use VoIP for Your Business in 2024 appeared first on VirtualPBX. What is VoIP? So, what is VoIP ?

voip 98

voip Analytics B2B Technology 98

delighted

OCTOBER 3, 2024

From writing product descriptions to automating customer support queries with chatbots, the opportunities to implement AI are limitless. In fact, 35% of consumers prefer to talk to a chatbot versus an actual customer support agent. billion between 2024 and 2029. Just how prevalent is AI in ecommerce?

Chatbots 93

Chatbots Advertising Surveys Personalization 93

ShepHyken

OCTOBER 1, 2023

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. My Comment: I’m honored to make this list: Top Five Customer Experience Keynotes Speakers to Book in 2024!

Customer Service 176

Customer Service Average Handle Time Contact Center Metrics 176

JustCall

FEBRUARY 9, 2024

We’ve been buzzing with excitement ever since we got news of being among the 50 Best Customer Service Products for 2024 by G2. We’ve clinched the 42nd spot this year, marking our second consecutive appearance on the list of top customer service products! “The JC has amazing customer support.”

Customer Service 78

Customer Service CRM Customer Support Sales 78

Dialer 360

OCTOBER 31, 2024

However, good customer support and prompt response to every client are crucial. From automatic redialing to voicemail drop, agents save their time and focus on a conversation that matters most Conversation AI Voicebot Streamline call flow and handle a large volume of calls during AEP season with automated customer support.

Call Center 31

Call Center voip Complaint resolution Analytics 31

LiveVox

NOVEMBER 22, 2023

In 2023, the financial services industry witnessed a transformative shift in customer support technologies. As we step into 2024, it’s crucial for industry players to keep pace with these advancements. This guide delves into the latest trends and tools reshaping customer experiences in financial services.

Customer Support 76

Customer Support Technology Customer Experience 76

ShepHyken

NOVEMBER 19, 2023

This short article will get you thinking about the clues indicating your customer support and CX efforts are working. Qualtrics Announces Top Consumer Experience Trends for 2024 by Qualtrics, LLC (Skagit Valley Herald) Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered customer support.

Morale 161

Morale Customer Service Chatbots Feedback 161

AWS Machine Learning

MAY 9, 2024

FAST has earned a fourth consecutive leader ranking in the 2024 ISG Provider Lens report for its seamless integration with Verisk’s data, analytics, and claims tools. In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results.

Engineering 129

Engineering Customer Support APIs Government 129

CSM Magazine

MARCH 28, 2025

The 2024 digital marketing trends study by Deloitte noted greater customer application experimentation leveraging blockchain, albeit at different adoption rates per industry. According to Electric Capitals 2024 developer report, Solana is in the top three for active developers.

Customer Service 52

Customer Service Education CRM Healthcare 52

JustCall

JULY 2, 2024

A Customer Support Representative is pivotal in ensuring that customers have a seamless interaction with a company, addressing inquiries and resolving issues efficiently. This role is central to building trust and satisfaction among customers, which significantly enhances company reputation and customer retention.

Customer Support 52

Customer Support Education Customer retention Feedback 52

Outsource Consultants

JANUARY 24, 2024

The global BPO industry underwent a major transformation in 2023, and 2024 promises to be just as dynamic. That’s why Outsource Consultants has put together a sneak peek into just some of the regional trends highlighted in our 2024 BPO Market Trends and Pricing eBook. Get your free copy today and unlock the potential of BPO in 2024!

outsourcing 67

outsourcing Consulting Consulting Call Center 67

Totango

MAY 7, 2024

If Sales co-owns NRR, they are disincentivized to oversell to customers who will be more likely to churn, thus making CS’s job far easier. If CS co-owns NRR, they are more likely to prioritize and master commercial conversations rather than reactive customer support.

Sales 103

Sales Upselling Metrics Accountability 103

CCNG

AUGUST 28, 2024

These technologies work in tandem to help contact centers automate various tasks, such as call scheduling, call routing, answering FAQs, integrating Customer Relationship Management (CRM) systems, gathering customer data in real-time, and more.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195