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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. Chatbots vs Knowledge Bases: Which One Is Better?

Customer Service 341

Customer Service B2B Journey mapping Chatbots 341

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. The Customer Service Strategies Behind Zappos’s Success by Sharpen. 10 Tips For Making Customers Feel Welcome by Richard R.

Customer Service 0

Customer Service Chatbots CRM Technology 0

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.

Customer Service 57

Customer Service Chatbots Consulting Consulting 57

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. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 413

Customer Service Chatbots Interactive Voice Response Customer Support 413

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. Which is Your CX Priority: Satisfied Customers or Profit? This article reminds of this strategy.

Customer Service 309

Customer Service Chatbots Contact Center Metrics 309

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.

Customer Service 278

Customer Service Chatbots Contact Center Metrics 278

CCNG

JANUARY 29, 2025

Some systems can even work at conversational speed, providing quick solutions without requiring agents to sift through multiple articles to try and find the right answer for the customer. This allows customers to get the answers they need, on the channel they prefer, whenever they need them. Outdated processes?

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

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. Customer Service Is Poised for an AI Revolution by Vala Afshar. Do Customers Trust Your Tech?

Customer Service 264

Customer Service Chatbots Engineering Analytics 264

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. .

Customer Service 387

Customer Service Chatbots Accountability Self service 387

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. From Customer Service to Customer Experience.

Chatbots 304

Chatbots Customer Experience Cloud contact Contact Center 304

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. So is the word guest.

Customer Service 256

Customer Service Chatbots Customer Experience Personalization 256

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service.

Customer Service 382

Customer Service Chatbots Education Feedback 382

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 223

Customer Service Customer centricity Chatbots Self service 223

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. ” Okay, I’m intrigued!

Customer Service 249

Customer Service Chatbots Customer retention Marketing 249

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. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Chatbots are getting really good.

Customer Service 241

Customer Service Chatbots Feedback Consulting 241

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. It’s convenient and predictable, and customers love it. Here are my top five picks from last week.

Customer Service 269

Customer Service Chatbots Contact Center Call Center 269

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 216

Customer Service Chatbots Morale Self service 216

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. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. Incorporating a chatbot?

Customer Service 237

Customer Service Wireless Chatbots Airlines 237

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 402

Customer Experience Customer Service Gamification Chatbots 402

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. What is an awkward customer? My Comment: How do you improve your company’s customer service and CX?

Customer Service 216

Customer Service Chatbots Metrics Consulting 216

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. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Follow on Twitter: @Hyken.

Customer Service 262

Customer Service B2B Chatbots Self service 262

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. Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. They require training.

Chatbots 311

Chatbots Customer Experience Scripts outsourcing 311

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

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. How good is your company’s internal customer experience? The concept of internal customer service is really that simple.

Airlines 260

Airlines Customer Service Chatbots Customer Care 260

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. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. What is the future of customer service?

Customer Service 237

Customer Service Chatbots Self service Customer Experience 237

ShepHyken

AUGUST 7, 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. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Customer Service 44

Customer Service Chatbots Customer Care B2B 44

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. The customer experience really starts on the inside of an organization with the employee experience.

Customer Service 236

Customer Service Chatbots B2C B2B 236

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. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.

Customer Service 223

Customer Service Airlines Self service CRM 223

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. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.

Customer Service 239

Customer Service Customer centricity B2B Contact Center 239

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. Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider. A great resource!

Customer Service 232

Customer Service B2B B2C Entertainment 232

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. What Do Customers Really Think Of Your Brand? Here are my top five picks from last week. by Athina Mallis.

Customer Service 264

Customer Service Customer Care Contact Center Customer Experience 264

ShepHyken

SEPTEMBER 3, 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: After doing this “Top Five” for all these years, I realized none of my articles have ever been featured.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

MARCH 5, 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. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

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. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

Customer Service 209

Customer Service Chatbots Metrics Wait times 209

ShepHyken

FEBRUARY 19, 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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are my top five picks from last week.

Customer Service 214

Customer Service Self service Chatbots CRM 214

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. Can Artificial Intelligence Improve Your Customer Service? You want more of them, then read this article.

Customer Service 219

Customer Service Best practices Contact Center Chatbots 219

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 341

Customer Service Advertising B2B Chatbots 341