ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Shep Hyken.

Customer Support 219

Customer Support Technical Support Contact Center Customer Experience 219

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This article has some great information.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. We knew that!)

Customer Service 185

Customer Service Brand ambassadors Contact Center Customer Support 185

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Benefits of dedicated customer support .

B2B 176

B2B Customer Support Best practices Coaching 176

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Customer Service 336

Customer Service Advertising B2B Chatbots 336

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: One of the secrets behind a good customer experience is a good employee experience. And if so, how?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

B2B 385

B2B Journey mapping B2C Telecommunications 385

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Businesses often struggle with missed inquiries, long response times, and lack of accountability.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Hence, creating positive customer experiences is a necessity for businesses today. Experience-led businesses have 1.7x

Customer Support 273

Customer Support Customer retention Customer Experience Management 273

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Misconception #2: Customers only want self-service options. In the U.S. of all sales.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle. But, sometimes it’s okay to ask a customer to repeat their story.

Accountability 213

Accountability Customer Support Customer Service Personalization 213

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Are people asking for customer support?

Customer Service 224

Customer Service B2B B2C Accountability 224

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans.

Contact Center 291

Contact Center Self service Banking Airlines 291

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Nike does the same with its TeamNike account. .

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

ShepHyken

JULY 3, 2020

This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers.

Customer Service 235

Customer Service Multichannel CRM Advertising 235

Nicereply

FEBRUARY 1, 2022

When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Ticket Volume. Ticket Backlog.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 166

Customer Service Accountability Self service Customer Support 166

Callminer

MARCH 2, 2020

Once you begin accurately tracking this metric, you can take measured steps towards raising it using the rest of the ideas in this article. Customer support representatives need to know enough about the topics they are assisting people with to answer questions and pick through problems with reasonable certainty.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

TeamSupport

NOVEMBER 4, 2020

And it's how we began our story of two B2B customer support departments. Jack is hearing word that the company just lost another big account. His customer support team is starting to doubt their ability to support those that need it. We continue the story in Chapter 2. Should we have seen it coming?”

B2B 98

B2B Customer Support Finance Sales 98

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Hence, creating positive customer experiences is a necessity for businesses today. Experience-led businesses have 1.7x

Customer Support 198

Customer Support Customer retention Customer Experience Management 198

CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. Take a thorough read and find out what it takes to keep your customers satisfied, happy and loyal! 10 Awesome Customer Support Tips & Examples. Visualize the Needs of Your Customers.

Customer Support 98

Customer Support Education Self service Surveys 98

Steve DiGioia

SEPTEMBER 16, 2016

Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben! Thank you again for your time.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ChurnZero

AUGUST 20, 2021

To examine the importance of establishing boundaries between Customer Success and Support, we hosted a discussion with Louise Cunningham , Director of Customer at Firefish , Jason Noble , Global VP of Customer Success at Vinli , and Bri Adams , Manager, Customer Success at ChurnZero. You can watch the full session.

Customer Support 98

Customer Support Education Metrics Accountability 98

Help Scout

MAY 18, 2021

The 11 best live chat tools for customer support If you’ve decided that you need a new tool for offering chat support, get started on your research with our list of the 11 best live chat tools. Help Scout Best live chat tool for complete customer service. Help Scout Best live chat tool for complete customer service.

Customer Support 116

Customer Support Chatbots Self service Analytics 116

CSM Magazine

OCTOBER 19, 2020

With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today. Seamless Syncing of Mobile Activity with HubSpot Account. Provide Support Live Chat by Provide Support. Convenient Live Chat. Free Download.

Customer Support 98

Customer Support Chatbots Sales Wait times 98

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.

Self service 188

Self service Chatbots Personalization Interactive Voice Response 188

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

BlueOcean

MARCH 24, 2025

When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. It also holds everyone accountable for the role theyre supposed to play. Youve heard it before: Stress is the outcome of reality not aligning with expectations.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

ShepHyken

JUNE 10, 2016

These include accountability, honesty, integrity and respect for others. For example, at many hotels I’ve been in, customers are given what is promised and at the promised price. In my opinion, focusing on these ethics-based service is exactly what compels the customers to keep coming back. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

Global Response

DECEMBER 9, 2024

These busy surges can increase product demand, cause shipping delays, heighten customer frustration, and create employee burnout. In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers. Key takeaways Who?

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. We are trying to be more consultative about new software releases."this

Contact Center 206

Contact Center B2C B2B Metrics 206

ShepHyken

MARCH 17, 2017

Plus, chat gives you the opportunity to share gifs, send emoji’s and otherwise create a feel-good environment that provides an extra special touch, which can help cement your customer loyalty. That’s when [our customers] realize there’s ‘no way I could do all that— no way I could duplicate that — so where do I sign’?”

Customer Service 237

Customer Service B2B Chatbots Personalization 237

ShepHyken

DECEMBER 1, 2017

This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. I use SproutSocial to manage PATLive’s social media accounts.

outsourcing 204

outsourcing Answering services Personalization Accountability 204