ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. That’s the kind of service that today’s chatbot can offer.

Chatbots 302

Chatbots Customer Experience Cloud contact Contact Center 302

ShepHyken

JANUARY 18, 2021

Each week I read a number of 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. This article has some different ideas that are worth discussing with your team. Chatbots vs Knowledge Bases: Which One Is Better?

Customer Service 337

Customer Service B2B Journey mapping Chatbots 337

ShepHyken

SEPTEMBER 19, 2016

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. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots CRM Technology 0

ShepHyken

JUNE 21, 2019

This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live. Chatbots and live chat for the on-demand consumer. And if you’re reading this article, you probably already understand that chat can be leveraged in this way. They require training.

Chatbots 309

Chatbots Customer Experience Scripts outsourcing 309

ShepHyken

OCTOBER 22, 2018

Each week I read a number of 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: Let’s start this week’s “Top Five” list with an article that will make you smile. Here are my top five picks from last week.

Customer Service 57

Customer Service Chatbots Consulting Consulting 57

ShepHyken

AUGUST 19, 2019

Each week I read a number of 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. This article reminds of this strategy. Even if you’re not in retail, you should read this article. by Mary Drumond.

Customer Service 308

Customer Service Chatbots Contact Center Metrics 308

ShepHyken

DECEMBER 12, 2016

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. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas.

Customer Service 275

Customer Service Chatbots Contact Center Metrics 275

ShepHyken

APRIL 1, 2019

Each week I read a number of 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. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases.

Customer Service 262

Customer Service Chatbots Engineering Analytics 262

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. Across all companies, AI resolves 41.1%

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

ShepHyken

APRIL 9, 2018

Each week I read a number of 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. How Chatbots Can Improve User Experience [Infographic] by Sophia Bernazzani. My Comment: Chatbots are getting really good.

Customer Service 238

Customer Service Chatbots Feedback Consulting 238

ShepHyken

MARCH 9, 2020

Each week I read a number of 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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here.

Customer Service 254

Customer Service Chatbots Customer Experience Personalization 254

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares the concerns you should consider when putting technology between your customer and a live support agent.

Customer Service 220

Customer Service Customer centricity Chatbots Self service 220

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup.

Customer Service 212

Customer Service Chatbots Morale Self service 212

ShepHyken

JANUARY 22, 2018

Each week I read a number of 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: This is a fascinating article with a focus on customer service delivered through social channels. Incorporating a chatbot?

Customer Service 235

Customer Service Wireless Chatbots Airlines 235

ShepHyken

MAY 12, 2019

Each week I read a number of 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. Chatbots vs. Humans: The Better Option for Customer Service by Michael. Here are my top five picks from last week.

Customer Service 246

Customer Service Chatbots Customer retention Marketing 246

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. While escalating complex issues to a higher tier can improve satisfaction, many chatbots lack robust escalation features.

Customer Service 212

Customer Service Chatbots Metrics Consulting 212

ShepHyken

JANUARY 7, 2019

Each week I read a number of 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. If you haven’t explored the subscription model for your business, this article will give you a good introduction.

Customer Service 266

Customer Service Chatbots Contact Center Call Center 266

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.

Chatbots 239

Chatbots Personalization Healthcare Advertising 239

ShepHyken

NOVEMBER 29, 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. My Comment: With “The Great Resignation” being such a hot topic, I felt this article should be at the top of the list for our Top Five roundup this week.

Customer Service 232

Customer Service Chatbots B2C B2B 232

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of 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: With Valentine’s Day next Sunday, I thought this is an appropriate article to start this week’s Top Five roundup.

Customer Service 260

Customer Service B2B Chatbots Self service 260

ShepHyken

MARCH 11, 2025

About 10 years ago, I wrote a Forbes.com article when I learned that tucked away in the British Museum is an ancient complaint that dates back to 1750 B.C. The tools may have evolved from stone tablets to AI chatbots, but the goal remains the same: take care of the customer. Customers still want to be heard, understood and valued.

Customer Service 220

Customer Service Chatbots Self service Technology 220

ShepHyken

APRIL 15, 2019

Each week I read a number of 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: This article is an interpretation of a Forrester report focused on customer service and customer experience.

Customer Service 234

Customer Service Chatbots Self service Customer Experience 234

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: While on the topic of internal customer service, here is another excellent article from McKinsey & Company. How can that be?

Airlines 257

Airlines Customer Service Chatbots Customer Care 257

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Tools like a knowledge base and chatbot help you provide instant answers to customers and ensure they return to your brand the next time. .

Customer Service 412

Customer Service Chatbots Interactive Voice Response Customer Support 412

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Customer Service 220

Customer Service Airlines Self service CRM 220

ShepHyken

FEBRUARY 4, 2019

Each week I read a number of 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. This article promotes that CX is also an important strategy for B2B. My Comment: I like an article that takes issue with the status quo.

Customer Service 229

Customer Service B2B B2C Entertainment 229

ShepHyken

OCTOBER 26, 2020

Each week I read a number of 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. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants.

Customer Service 236

Customer Service Customer centricity B2B Contact Center 236

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. Some social media platforms like Twitter and Facebook allow brands to automate customer service through a button-based chatbot. Chatbots like these are a great way to answer simple questions and offer customers a self-service option.

Customer Service 383

Customer Service Chatbots Accountability Self service 383

ShepHyken

JANUARY 28, 2019

Each week I read a number of 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. This article has some interesting comments about which industries deliver the worst overall service. by Athina Mallis.

Customer Service 261

Customer Service Customer Care Contact Center Customer Experience 261

ShepHyken

OCTOBER 19, 2020

Each week I read a number of 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: It is an enviable position to have customers who are willing to talk about you – and even write articles and testimonials about you.

Customer Service 207

Customer Service Chatbots Metrics Wait times 207

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. Live chat and chatbots are the best tools to reduce the response time and improve the customer satisfaction rate. Next, a chatbot can help your team complete more queries by taking care of repetitive, common questions. Here’s how it could look like.

Customer Service 378

Customer Service Chatbots Education Feedback 378

ShepHyken

AUGUST 24, 2020

Each week I read a number of 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: There is a lot written about chatbots and AI (Artificial Intelligence). This article has plenty of information to make the case.

Customer Service 217

Customer Service Best practices Contact Center Chatbots 217

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. companies hits a new low amid inflation and fallible customer-service chatbots. If that’s you, read this article. Yes, there’s more.

Customer Service 177

Customer Service Chatbots Customer Experience Surveys 177

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Customer Service 212

Customer Service Call Center Call center experience Chatbots 212

ShepHyken

DECEMBER 6, 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. My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa.

Customer Service 177

Customer Service Chatbots Customer Care Self service 177

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

Customer Service 187

Customer Service Advertising B2C Big data 187

ShepHyken

JUNE 5, 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: This article is in alignment with one of the most important ideas I’ve been preaching to clients. It’s been along for a while.

Customer Service 41

Customer Service Chatbots Customer Support Customer Experience 41